Alessandra91 0 Posted March 5, 2020 Posted March 5, 2020 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? Thanks in advance
Administrators Marcos 5,449 Posted March 5, 2020 Administrators Posted March 5, 2020 Please provide logs collected with ESET Log Collector for a start.
Alessandra91 0 Posted March 5, 2020 Author Posted March 5, 2020 Hi, here ESET Log Collector. ELC_logs.zip
Administrators Marcos 5,449 Posted March 5, 2020 Administrators Posted March 5, 2020 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?
Alessandra91 0 Posted March 5, 2020 Author Posted March 5, 2020 (edited) 1 hour ago, Marcos said: Did you get an UAC prompt during installation? Do you mean this? (see attachment file) Here Procmon log you asked me for. Desktop.rar Logfile.rar Edited March 5, 2020 by Alessandra91
Administrators Marcos 5,449 Posted March 9, 2020 Administrators Posted March 9, 2020 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.
Alessandra91 0 Posted March 9, 2020 Author Posted March 9, 2020 The issue persists also using the uninstall tool. I have many logs I collected during these days. Here they are: Addition.txt AdwCleanerLOG.txt FRST.txt logMB.txt logRogueKiller.txt
Administrators Marcos 5,449 Posted March 9, 2020 Administrators Posted March 9, 2020 Please provide a Procmon log from installation.
itman 1,801 Posted March 9, 2020 Posted March 9, 2020 (edited) 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 March 9, 2020 by itman
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