Tip: Easier Troubleshooting Support with Problem Step Recorder

Troubleshooting errors for a remote user can be very difficult since you can’t actually see what’s happening on the remote system. Often it comes down to a user saying he didn’t click a button, open a program, close a program, or so on. The new Problem Steps Recorder (PSR.exe) allows you to see exactly what’s going on, documenting every action that takes place on the system experiencing problems.

The Problem Steps Recorder tool is a simple screen capture utility that grabs screenshots whenever a mouse move or click is made and documents all the data into a zipped MHTML report page that can be sent off directly to the help desk. Every step of the user’s actions is logged complete with a screenshot with the item highlighted, and it even allows the user to provide commentary on specific details.

To launch the Problem Steps Recorder, just go to START and type PSR.exe and your off and running.

What to look our for

As soon as you get to the website, the following pop up appears. **This is why it is important to read messages before clicking ok. 

What you probably wont see (unless you drag the window above around the screen) is the little window (as shown below) that opens directly behind the main window. If you were to expand the little window you will see that its for 1anetantispy.

If you click on the OK button above you will get infected. 

What to do if you see the AV check Window

1 – DO NOT CLICK ON ANY OF THE POP UP WINDOWS.

2 – On your computer click on the start button –> click on Run (or type Run in the search box) –> Once you get the run box, type taskmgr into the Run box and press OK

3 – This will open up the Windows Task Manager. Look for all items that involve the browser you are using.  (In the example below, its Internet Explorer) Highlight each item and then click End Task.  Once all the browser windows close

4 – (A) If you are using Internet Explorer go to Tools –> Options –> and Click on Delete Browser History.  (B) If you are using Firefox, go to Tools –> Options – > Privacy –> and click where it says “Clear you current history”.

     The latest rogueware infection is called DesktopSecurity2010. What will happen if you get infected with the DesktopSecurity2010 rogueware

• DesktopSecurity2010 is an adware program that warns users of non-existing threats in their computers so that they purchase a certain program that removes them from the computer.
• Additionally, in order to make users think that their computer is really infected, it displays a warning message when the computer is restarted, and from time to time the screen fades to black and other times blinks with different colors.
• DesktopSecurity2010 can reach the computer when the user accesses certain websites which display banners or pop-up windows which lead to the download of this program. It can also reach the computer in a link that can be received via spam messages, fraudulent websites, etc.

What should you look out for when web surfing

DesktopSecurity2010 is easy to recognize, as it shows the symptoms below (These are some possible symptoms, you can still get infected without seeing these):

• It reaches the computer in a file with the following icon:
  
• When it is run, a screen to install the program is displayed:
  
• Once installed, it starts to carry out a system scan in search for possible malware and once finished, it displays warning messages informing users that the computer is infected: 
  

One of the known ways that the rogueware is installing

    The following post on the PandaLabs site (LINK: http://pandalabs.pandasecurity.com/making-new-friends%e2%80%a6/) shows 1 of the ways you can get infected.  Two of the clean up jobs that I have had to do in this past week occurred because the user also fell for a greeting card email as described below (Confirmed).

Making new friends…

• Posted on 05/13/10 by Olaiz

I’m very happy because I’ve received a greeting card via email from a new friend, thought it’s not my birthday, my saint’s day or anything like that

Look what a nice card I’ve received:

Besides, it has been sent from 123greetings, which is a legal website to download and send cards, so it must be trustworthy.

I’ve clicked the picture of the message and I’ve been redirected to the website http://luxxxx.googlegroups.com/web/setup.zip, but I can’t see any greeting card here, but a Google groups website containing a link… maybe I have to follow the link in order to view it…

There’s no way. I can only see the Windows of an antivirus called DesktopSecurity2010 informing me that my computer is infected and that I have to pay the license in order to eliminate the malware. I think that I got infected and I have neither a greeting card nor a new friend…

Now, talking seriously, yesterday we commented how this false antivirus was using Google Groups users (with malicious intentions) to be distributed. In fact, the URL from which the rogueware is downloaded is like the following:

http://Google Groups user.googlegroups.com/web/setup.zip

Some of these users are felixss, gorlum or misterxyz.

Google has reacted to this and has started blocking these malicious users. So, if you try to access any URL that uses these malicious users, the following message is displayed informing you that the user cannot be found:

Even so, some malicious accounts may still be active, so don’t trust messages like this and don’t follow any link like those we’ve previously mentioned in this post.

So what can you do to help protect yourself

• If you get a link, email, instant message, asking you or telling about something you were not expecting, even if it seems to be from someone you know, DO NOT TRUST IT! Getting a message from grandma saying check out the new pictures i upload and realizing she is 80 years old, ask yourself, does grandma really know how to upload pictures? It only takes a minute to call the person, and get a response to “did you send me….. message”, if they did, they will tell you instantly. If they didn’t they will be the 1st to say “What are you talking about”. 
• Because of Twitter, the use of link shorting sites seems to have become the norm.  The problem is that a link to   http://bit.ly/dr9Ucz could be a link to many place. How do you know if it is a safe link or not a safe link.  Again, even if the link is sent to you by someone you know, DO NOT TRUST IT unless you were specifically expecting it. For the record, http://bit.ly/dr9Ucz is actually a link to techgeekandmore.com, and TGM does not list shorten links on the TGM site, because we want you to know where you are clicking to.  One thing you can do to check shortened links is visit sites that expand the shortened link.  (If you use one of these link expander services and copy the link, be careful to copy the link and NOT accidently double click on the link) Some of the sites you can visit to use to expand links

-> LongURL (LINK: http://longurl.org/), PrevURL (LINK: http://www.prevurl.com/index.php), ExpandMyURL (LINK: http://www.expandmyurl.com/), URL Snoop (LINK: http://urlsnoop.com/), Securi.net (LINK: http://sucuri.net/?page=tools&title=check-url). At all the sites, enter the shortened URL and click to find out where the link will lead

-> In addition if you use Firefox to browse the web, you can install LongURLPlease (LINK: http://www.longurlplease.com/), or LongURL (LINK: http://longurl.org/tools), which are Firefox browser extensions that automatically preview the destination URL for shortened links from just about any shortener you can name.

• As always make sure that your PC is updated with all the latest Windows Updates, your Anti-virus is updated, your install of JAVA is updated, your install of Adobe Flash player is updated, Your PDF reader is updated. Most viruses, spyware, rogueware use problems with these programs to get into your computer. Use can use sites like File Hippo (LINK: http://www.filehippo.com/ ) to check and make sure your programs are up to date.

What to do if you do get infected

     If you still get infected, you can use SuperAntispyware and Malwarebytes programs to clean your machine, I recommend downloading both before you get any infection.  Run them on a regular basis (Regular = once a week or so), even if your computer does not show any signs of issues. 

     To download both programs I recommend using Ninite (LINK: ninite.com)

If you would like to see more information on ninite you can see the TGM post http://www.techgeekandmore.com/2009/12/25/software-two-must-haves-for-the-new-pc-pc-decrapifier-and-ninite/

     If after running SuperAntispyware and Malwarebytes, you are still infected, then you will need to use a PE (Physical Environment) disk.  The PE disk that TGM recommends is UBCD (LINK: http://www.ubcd4win.com). The how to for the UBCD can be found at http://www.ubcd4win.com/howto.htm .

     Since the beginning of Outlook, one of the little known tools that Microsoft includes is the Inbox Repair Tool.  The tool is designed to fix your pst file if it ever gets corrupted.  The following steps will help you fix Outlook if your pst gets corrupted. 

1 – Find your PST file.  If you have installed Outlook in with default settings, the PST file will be located in

C:\Documents and Settings\user_id\Local Settings\Application Data\Microsoft\Outlook (Where user_id is the name of the Windows id that is signed in).

2 – Find the Inbox Repair tool for your version of office.  Unfortunately Microsoft stopped putting an icon in the start menu for the Inbox Repair tool after Office 97. 

To use the Inbox Repair tool, locate one of the folders by using Microsoft Windows Explorer, and then double-click the Scanpst.exe file.

The Scanpst.exe file is typically located in one of the following folders: ( Where disk drive is the location of your install, typically the C:\ drive)

<disk drive>:\Program Files\Common Files\System\Mapi\1033\

<disk drive>:\Program Files\Common Files\System\MSMAPI\1033

The Scanpst.exe file for Outlook 2007 is is typically located in the following folder:

<disk drive>:\Program Files\Microsoft Office\Office12

The Scanpst.exe file for Outlook 2010 is is typically located in the following folder:

<disk drive>\Program Files\Microsoft Office\Office14

3 – Once you found and started the Inbox Repair tool (Scanpst.exe), type the path and the file name of the personal folders (.pst) file or click Browse to locate the file by using the Windows file system.

4 – Click on start.

5 – Once it completes, you should be able to start Outlook again.

So what do you do if you don’t know what the email client password is?  I found a useful Free utility called Mail Passview from Nirsoft (LINK:) http://www.nirsoft.net/

Mail PassView is a small password-recovery tool that reveals the passwords and other account details for the following email clients:

• Outlook Express
• Microsoft Outlook 2000 (POP3 and SMTP Accounts only)
• Microsoft Outlook 2002/2003/2007 (POP3, IMAP, HTTP and SMTP Accounts)
• Windows Mail
• Windows Live Mail
• IncrediMail
• Eudora
• Netscape 6.x/7.x (If the password is not encrypted with master password)
• Mozilla Thunderbird (If the password is not encrypted with master password)
• Group Mail Free
• Yahoo! Mail – If the password is saved in Yahoo! Messenger application.
• Hotmail/MSN mail – If the password is saved in MSN/Windows/Live Messenger application.
• Gmail – If the password is saved by Gmail Notifier application, Google Desktop, or by Google Talk.

You can download Mail Passview from the Nirsoft Site (LINK) http://www.nirsoft.net/utils/mailpv_setup.exe

KNOWN ISSUE WITH TOOL –

   Due to the nature of what this tool does, some of the Anti-Virus companies will flag this program as a virus/trojan.  This is what is known as a false positive.  I very rarely tell anyone to ignore or override a message from Anti-virus, however, in this case as long as you are getting the download from the Nirsoft site, the AV message is a false positive.  If you would like to see a small explanation as to why False positives can occur you can read the blog post by Nirsoft about their false positive alerts (LINK) http://blog.nirsoft.net/2009/05/17/antivirus-companies-cause-a-big-headache-to-small-developers/

     I am one who always believes in doing “Fresh” installs whenever possible, which means that you need to uninstall your current version prior to installing the new edition of the software.  However I came across this error when uninstalling the beta version

    It seems the error is caused by a missing xml file that should have loaded into the Grove portion of the install but didn’t.  When I installed my copy of Office 2010 Beta, I did a custom install and did not select Grove to install, so I will post the 2 possible solutions for this situation (With Grove and Without Grove)

To Check and see if you have Grove installed –> Go to ?:\Program Files\Microsoft Office\Office 14 or ?:\Program Files (X86)\Microsoft Office\Office 14 (the “?” in the address will be the location of where you installed your copy of office.  If you installed it with default settings then the “?” will be your “c:\” drive.  In addition, you will have (x86) in the address if you installed the 32 bit version of office in a 64 bit Windows Version)

(**Close all Office Files / Folders / Programs prior to attempting any uninstall)

Solution with Grove -

**You will need a copy of your installation source / CD for this solution
1 – Locate the Grove Folder on your Installation Source / CD

2 – Copy the setup.xml from the groove folder of the installation source, and paste it in C:\Program Files\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Groove.en-us\ or C:\Program Files (x86)\Common Files\Microsoft Shared\OFFICE14\Office Setup Controller\Groove.en-us\ (Depending on the version you have installed)

3 – Try and uninstall (AGAIN)

Solution without Grove Installed or without the Office Installation Source

Go to the following Microsoft Support Page (LINK) http://support.microsoft.com/kb/971179/

Using the Microsoft Fix It function found about 2/3 of the way down the page, click on Fix It and then select run. 

Microsoft Fix It will go in and remove the files

The entire process removed Office 2010 Beta in just a couple of moments. 

**The process can be used to remove any version of Office 2007 Suite or Office 2010 Suite

      La versión en inglés del correo electrónico se a visto por un tiempo, "Cheques para ver quien te está bloqueando en MSN".  El gancho del ser que si puede clic en el enlace proporcionado en el correo electrónico, que podrá ver (supuestamente) que ha le bloqueado de su lista de MSN Messenger.  Como se señaló mirando el origen del correo electrónico (abajo), es casi una traducción exacta de la versión en inglés, afirmando que si se mira el enlace usted será capaz de ver que está bloqueando le (bloquear las direcciones de internet dentro de la fuente del correo electrónico) 

Lo que realmente hace el vínculo es instalar una versión de Antivirus2009 (o 2010) que produce una gran cantidad de dolores de cabeza para el usuario y normalmente requiere un tecnología para limpiar o reinstalar el equipo.  Si tienes amigos ni familia de habla española, le recomendamos encarecidamente que Hágales saber no se van a abrir este correo electrónico y a sólo la lista como correo no deseado y elimínelo.  Si ya han abierto el correo electrónico, pueden utilizar programas como la versión gratuita de SuperAntiSpyware (LINK: http://www.superantispyware.com/superantispywarefreevspro.html ) o la versión gratuita de Panda (LINK: http://www.malwarebytes.org/).

     I had not seen this error previously and started doing all the standard troubleshooting procedures and research, and discovered that this error happens both when adding a pc to a network or while trying to a new network drive to an existing pc. 

    The error itself seems to be triggered by the way Windows handles authorizations (I am assume on that, but due to the solution, it makes sense), and the solution is actually a very simple one. 

SOLUTION:

On the pc that is getting the error, go to Start –> (settings –>) control panel –> Administrative Tools –> Services.

- In Services you will find 2 items toward the bottom. Locate where it says Server and Workstation. 

- Once you find Server –> click on it 1 time to highlight it. On the top left you will see it say Server with a choice of Stop, Pause and Restart. Select STOP under server

- Now go down to Workstation –> click on it 1 time to highlight it. Again click on Stop.

      Now you will be able to add either the pc to the network or add a mapped network drive.  Once you have done either reboot the pc.  Simple as that.

     One of the most common inside jokes by techs is “Its not happening on my pc”, unfortunately for me, even I have started seeing this error on 1 of Windows 7 pc’s.  As I have discovered, it seems that Microsoft is also aware of this Windows 7 error as they have a knowledge base article (KB: 979444) which was just release on February 8, 2010 (LINK: http://support.microsoft.com/kb/979444).  The issue (based on the article)  affects

     According to the KB, Microsoft says

This issue occurs because Power Manager opens an Advanced local procedure call (ALPC) port. However, Power Manager closes another port instead of closing the ALPC port. Every time that a power request is made, a memory leak occurs. When the leaked memory usage accumulates to a certain level, the computer crashes

     If you are suffering a periodic 0x0000000A Blue Screen error, you can request the Hot Fix for Free from Microsoft by going to the Hot Fix request page for KB: 979444 (LINK: http://support.microsoft.com/hotfix/KBHotfix.aspx?kbnum=979444&kbln=en-us) where you will be asked to provide you email.  Once you will out the form, you will receive the actual download link, via the email address you provide.  The Hot Fix is specific to this issue, so it will NOT be included during Windows Update. 

     As of the installation of this Hot Fix, no one has reported the blue screen again. Including yours truly.

“The hardlock service failed to start due to the following error: The request could not be performed because of an I/O error”.

     It took a little digging around to find the answer and here is what the Hardlock service does – It is used with software that require what is called a hardware lock or dongle to make the software work. (Dongle = A piece of hardware that attaches to a computer in order to make a piece of secured software run. A dongle in this sense is used as a high-end form of security to prevent the unauthorized copying of software, since making a copy of the hardware itself is much more difficult than simply copying the software)

     In the case of this customer, they used to run point of sale software from this pc that required the “dongle”, however when the point of sale software was removed, the part of the software that looked for the dongle stayed and kept looking for a piece of hardware that was no long on this machine.

     To correct this issue, (WARNING: Keep in mind that this will break the software that the dongle is used for if that software is still on the pc) all you need to do is run the following from the command prompt (Start –> Run –> CMD)

and just type HLDINST –remove (Type it just as you see it), and hit enter.

That will stop the Hardlock service and remove the registry entries belonging to the Hardlock driver.