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Problem with ESET INTERNET SECURITY installation


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Hi everyone,

I hope the section is the right one. I have a problem installing ESET INTERNET SECURITY, so I purchased a regular license a few days ago. When I get to install it, the operation aborts and returns the following error: MSI.1923.

The application tells me that the operation failed due to the possible presence of malware on the PC. So I did two scans, one with Windows defender and another with the ESET online scanner tool. I then cleaned the PC of some recognized infection, restarted, but the problem persists. I also tried using Safe Mode, but nothing here too.

I state that the PC is on par with the latest Windows update. My pc has windows 8.1 Tips?

Cattura.PNGThanks in advance

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Product: ESET Security -- Errore 1923. Il servizio 'ESET Service' (ekrn) non può essere installato. Verificare di avere sufficienti privilegi per installare i servizi di sistema.

Please also provide a Procmon log from installation created as per https://support.eset.com/en/kb6308-using-process-monitor-to-create-log-files.

Did you get an UAC prompt during installation?

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Product: ESET Security -- Errore 1923. Il servizio 'ESET Service' (ekrn) non può essere installato. Verificare di avere sufficienti privilegi per installare i servizi di sistema.

Does the issue persist after running the Uninstall tool in safe mode and removing ESET per https://support.eset.com/en/kb2289-uninstall-eset-manually-using-the-eset-uninstaller-tool ?

If so, we'd need a Procmon log from installation (https://support.eset.com/en/kb6308-using-process-monitor-to-create-log-files) as well as fresh ELC logs.

 

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42 minutes ago, Alessandra91 said:

The issue persists also using the uninstall tool. I have many logs I collected during these days.

Based on the logs you posted, appears you have been on the forums that assist with malware cleaning; e.g. bleepingcomputer,com, malwaretips.com, etc.. I assume they didn't find anything on your Windows installation?

When you ran Eset's Online Scanner, did it find anything it stated it could not clean such as boot sector 0 malware? In fact if you have the scan log from it, that also should be posted.

You can also try a scan with this if not already done so: https://www.malwarebytes.com/antirootkit/ to verify no rootkits are present on your system. Also note this comment from the MBAM download website page:

Quote

If there are additional problems with your system, such as any of those listed above or other system issues, then run the 'fixdamage' tool included with Malwarebytes Anti-Rootkit located within the 'Plugins' folder and reboot

 

Edited by itman
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