Earthlink Total Access icon and programs disappeared from laptop twice.....
(Note I have 26 years IT experience and have never seen this-I feel like a dope). Trying to help eldery guy in my neighborhood.
Computer: HP Laptop, Wireless Router to laptop. Standalone PC in home.
This occurred coincidentally after (I performed these actions for him):
*upgrading from Sygate Firewall free version (I have a call into them) to Sygate Firewall Pro paid version,
*then installing IE Cumulative Update SP1 and Directx 9.0b on Windows XP Home from WinUpdate.
The Earthlink Total Access DESKTOP shortcut icons and even the "Start
Programs" icons were gone..
I then had to get on the phone with Earthlink for my neighbor. It took 2 hours to remove the programs via the registry and deleting a few subdirectories. Could not reinstall prior to doing this-too many errors. Strange…
I do indeed have a call into Sygate. I also called up Earthlink 3 times who said they never saw this issue. So little help there. Am trying to find the cause of this……
The Earthlink Total Access icon changed shape (program missing) and the program taskpanl.exe (something like that for Earthlink) was missing entirely from the computer (The elderly neighbor is super frustrated).
Not sure how an entire program could be uninstalled like that.
I reinstalled this TotalAccess per Earthlink’s instructions and went home.
He turned off his PC last night and went to bed.
This morning he turned on his computer and Earthlink was fine. He read his email. Then he shut down Earthlink.
Then he went into Quicken for 45 minutes.
Then he tried to click on Earthlink Total Access icons were gone.
He told me he did not run ANYTHING else.
He still has an Internet Connection and can run IE but not Earthlink’s part which includes email and a toolbar and such that he finds simple to use and wants it.
He is not savvy enough to remove programs, reinstall them or even delete or rename icons.
The following programs are on the HP Laptop (Win XP SP1), Adaware, Spybot, Norton Systemworks Pro 2003 including Norton AV and WinDoctor-these are run pretty frequently.
There are no viruses on his PC that have been found. All spyware is gone as far as I know as I run these programs for him from time to time and ensure they are always updated.
I ensure his PC is clean by also running Regclean (not Microsoft’s) which shows what is
Really running on Startup (like MSCONFIG), among other things.
I even have his registry backed up via a special program called WinRescue (www.superwin.com
) and after restoring it, the Earthlink Icons when missing did return but the Taskpanl.exe program was not anywhere on his PC.
In the system tray sits my Internet Access icon (two computers talking to each other), Norton AutoProtect (against viruses and malicious scripts), Spyware Stormer, Sygate, NoAds-a Pop-up stopper, and the volume control. All of the above are very popular and used in a widespread nature on PC's as you know. This is a standalone PC.
He has used a computer for months with no problems even with Sygate Personal (free) version and Norton and Adaware and SpyBot and Spyware Stormer-all the above.
Earthlink and all of its icons were fine until as mentioned, we downloaded and installed Sygate Firewall Pro version and Microsoft Directx 9.0b and a cumulative IE sp1 update.
Perhaps Quicken is causing a conflict but I use Quicken and have no problems but I do not use Earthlink. May be Sygate is not configured properly but in any event how can a program or process delete files and icons????
Thanks for any ideas, log files to review in various programs and on computer, etc... This puzzles me to no end.