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Uninstall and Install Problems with Ad-Aware Free


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#1 Windsurf48

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Posted 27 March 2012 - 08:23 PM

I was getting messages about updates available but the process to update Ad-Adware Free never seemed to update it, so I decided to remove the current version (I can't remember which one, but it was about a year old) and do a clean install of 9.6. However, the uninstall process did not seem to complete. I tried using Revo Uninstaller Pro and got the same results: the uninstall window appeared and remained without change indefinitely.

I tried the Revo Uninstaller Forced Uninstall, but the Ad-Adware folders in Program Files(x86) were empty, so there was no executable for that option, although Ad-Adware was still showing in Windows 7 Ultimate x64 Programs and Features. I deleted the folders and deleted references to Ad-Adware in the Registry, which eliminated the references to Ad-Adware in Programs and Features and tried running Ad-Aware96Install.msi after rebooting.

The installer starts and gets as far as a Windows Installer window, but then nothing happens after I click "Ok" at the bottom of the window. I redownloaded the free version install file and got the same results.

The system hasn't had any problems uninstalling, installing, or reinstalling any other programs, just Ad-Adware. I'm not sure what to try next to get Ad-Adware to install or to clear out whatever may be left over from the previous install.

#2 CeciliaB

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Posted 28 March 2012 - 02:25 PM

Hi Windsurf48,

Please, check if you have the file: C:\windows\system32\drivers\Lbd.sys. That is a driver file of Ad-Aware and it might be hanging around since the uninstallation had some problems. If it is still running it might disturb the installation.

#3 Windsurf48

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Posted 29 March 2012 - 03:07 AM

I found Lbd.sys and deleted it, but still was unable to install AdAware 9.6, with the same results as before.

I decided to try redownloading and found AdAware 10. After downloading that, the install process ran to completion and I let the system reboot, but when I tried to run Ad-Aware from the Start Menu shortcut, the program was missing. Checking Program Files(x86) showed that no AdAware Antivirus folder had been created.

I reran the installation and it indicated succesful completion again, but Windows displayed a window indicating that the AdAware Installer had crashed, with the following information:

Problem signature:
Problem Event Name: APPCRASH
Application Name: Adaware_Installer.exe
Application Version: 10.0.173.3160
Application Timestamp: 4f69edf5
Fault Module Name: KERNELBASE.dll
Fault Module Version: 6.1.7601.17651
Fault Module Timestamp: 4e211319
Exception Code: e06d7363
Exception Offset: 0000b9bc
OS Version: 6.1.7601.2.1.0.256.1
Locale ID: 1033
Additional Information 1: 131d
Additional Information 2: 131d84f6e711b39a147d659c5387e391
Additional Information 3: 43b8
Additional Information 4: 43b80e5fb8fa631ba90f2279f50d57bc

In Event Viewer, the Application Log showed:

Adaware_Installer.exe
10.0.173.3160
4f69edf5
KERNELBASE.dll
6.1.7601.17651
4e211319
e06d7363
0000b9bc
a18
01cd0d4ee3ac32d8
F:\Install\Apps\Security\Adaware_Installer.exe
C:\Windows\syswow64\KERNELBASE.dll
72f96e6e-7942-11e1-85d5-c860000b7c09

There didn't seem to be anything related to the problem in the other logs, but if there is something I should look for there, please let me know.

Thanks for your help.

#4 Windsurf48

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Posted 29 March 2012 - 03:11 AM

I forgot the mention that there is a new Program Data folder after running the AdAware Installer, {2162CCC0-3A5F-4887-B51F-CE5F195B3620}, with six Ad-Aware90Install... files and two other files, instance.dat and mia.lib.

#5 CeciliaB

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Posted 29 March 2012 - 09:40 AM

I will inform my contact person at Lavasoft about your installation issues.

Application Version: 10.0.173.3160
That is a beta version. Ad-Aware has now been released with version number 10.0.184.3205. It can be downloaded from http://www.lavasoft....p?t=screenshots but probably it will crash too, but Lavasoft will prefer that you try with the latest version.

I forgot the mention that there is a new Program Data folder after running the AdAware Installer, {2162CCC0-3A5F-4887-B51F-CE5F195B3620}, with six Ad-Aware90Install... files and two other files, instance.dat and mia.lib.

That must be some kind of left-overs after all the failed installations. Please, remove it or at change the folder name.

#6 CeciliaB

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Posted 29 March 2012 - 04:15 PM

There is now even a newer version with a minor fix released: 10.0.185.3207

My contact person wants you to uninstall Ad-Aware 10 and delete everything that has to do with version 9 and 10, restart the computer and then install version 10 again.

#7 Windsurf48

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Posted 29 March 2012 - 10:46 PM

I've downloaded the latest version.

I can't uninstall anything because nothing has been installed, although the installer indicates that it has finished successfully. Originally, it created a Start Menu group pointing to a non-existent folder in Program Files(x86). Now it is creating an empty Adware Antivirus folder in Program Files(x86) but no Start Menu folder, and there is a new error showing in the application log file file:

Product: Ad-Aware Antivirus -- Error 1317. An error occurred while attempting to create the directory C:\ProgramData\Microsoft\Windows\Start Menu
(NULL)
(NULL)
(NULL)
(NULL)
(NULL)
7B63633933376362632D346265322D343232372D393636302D6666326632613164393436377D

I believe that 1317 errors are related to permissions, but I don't know what to do about this one. I've tried running as adminstrator and it doesn't make any difference.

The installation process is also getting the following error after starting to reboot:

Adaware_Installer.exe
10.0.185.3207
4f742d2d
KERNELBASE.dll
6.1.7601.17651
4e211319
e06d7363
0000b9bc
c54
01cd0df3d5425460
F:\Install\Apps\Security\AdAware\Adaware_Installer.exe
C:\Windows\syswow64\KERNELBASE.dll
558ac73e-79e7-11e1-a27e-c860000b7c09

#8 CeciliaB

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Posted 29 March 2012 - 11:14 PM

Is it possible to install Ad-Aware in the default folder on C: instead of in F:\Install\Apps\Security\AdAware?
I will discuss your problem with Lavasoft again during European office hours.

#9 Windsurf48

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Posted 30 March 2012 - 03:22 AM

Is it possible to install Ad-Aware in the default folder on C: instead of in F:\Install\Apps\Security\AdAware?
I will discuss your problem with Lavasoft again during European office hours.

I am installing in the default folder, which is C:\Program Files(x86)\AdAware Antivirus according to the install windows. What you are seeing is the folder into which I downloaded Adaware_Installer.exe and from which it is executing, not the folder into which it is trying to install AdAware. The only changes I've been making to the defaults are to uncheck the Desktop shortcut option, Safe Browsing module option, and AdAware Safe Search home page option.

#10 LS Ann

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Posted 30 March 2012 - 05:02 PM

Hello Windsurf48,
I will write you in PM. Please look and answer.

Thanks,
Ann

#11 Windsurf48

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Posted 30 March 2012 - 11:02 PM

Thanks. I'll check back later.

#12 CeciliaB

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Posted 05 April 2012 - 01:24 PM

Hi Windsurf48,

Are you satisfied now after the help from Lavasoft with fixing the permissions?

#13 kangae

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Posted 14 April 2012 - 04:33 PM

Hi,
I seem to have the same problem with Ad-Aware 10. The installer says it's done, but there is nothing, no new folder, no desktop icon, ...
Could someone please post the solution? Apparently, it has been found and kept secret.

EDIT: It works now. I searched all of my harddrives and the registry for anything that might be related to Ad-Aware and deleted it. That did the trick. Sadly I don't know which file/entry it actually was.

Edited by kangae, 14 April 2012 - 04:45 PM.


#14 CeciliaB

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Posted 14 April 2012 - 05:20 PM

Hi kangae,

I'm glad that you found a solution and that you informed us :)

#15 harrytuttle2006

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Posted 05 June 2014 - 01:47 PM

Greetings Lavasoft,

 

I have the same problem as kangae and Windsurf48.  However none of the fixes you offer work.

 

In my opinion, this discussion should not be necessary in the first place.  AdAware should offer an uninstall program.  Reinstalling it should remove all issues, and yet it does not.  

 

If AdAware is not malware, this issue certainly suggests disregard to users.

 

I would recommend rectifying immediately the absence of an uninstall program for all users.

 

Kind regards



#16 CeciliaB

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Posted 05 June 2014 - 02:37 PM

Greetings Lavasoft,
 
I have the same problem as kangae and Windsurf48.  However none of the fixes you offer work.
 
In my opinion, this discussion should not be necessary in the first place.  AdAware should offer an uninstall program.  Reinstalling it should remove all issues, and yet it does not.  
 
If AdAware is not malware, this issue certainly suggests disregard to users.
 
I would recommend rectifying immediately the absence of an uninstall program for all users.
 
Kind regards

Hi harrytuttle2006,

Please, note that this topic is about Ad-Aware version 9 and 10. Very old versions since the latest one is 11.2.

Please, start a new topic in the appropriate forum and describe your issue with more details.




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