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Adobe Flash player has stopped working no matter how many times installed/reinstalled

Posted on 2011-02-18
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Last Modified: 2012-05-11
So, I have a client's computer that I cleaned a nasty Trojan off of. The Trojan was the fake AVG anti-virus (she already had the free, legitimate version of AVG installed, but had tried to buy the fake one when the warnings wouldn't go away). The Trojan caused some considerable frustrations to her system and was somewhat difficult to remove, but with a combination of Malware Bytes, a real AVG scan, and Spybot, I was able to remove all traces of the virus.

However, since the cleanup, my client cannot run any flash programs. She mostly wants to just play games but still, I'm trying to fix this for her before I invoice her for my work. The problem is, I've tried everything in my arsenal to get this fixed. I've completely uninstalled and reinstalled Adobe Flash Player three times and every time, I still get a message that I need to install Flash Player whenever I visit a site such as YouTube. I've also tried to update her Java but I'm still having the same problem. I'd would really like to get this fixed and I'm going to feel really stupid if this is a simple fix but I just don't know what else to try.

Any help would be greatly appreciated!! Also, this is a laptop and she is running Windows 7 Pro. The browser she is using is IE9 but I also installed Firefox and still get the same problem.
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Question by:jenniedawson
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Expert Comment

by:Donald Stewart
ID: 34931115
Dont know if you tried the flash uninstaller

http://kb2.adobe.com/cps/141/tn_14157.html

or maybe revo uninstaller

http://www.revouninstaller.com/

to get a more complete uninstall
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by:connectex
ID: 34931136
Is this system a 64-bit version of Windows 7?
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by:Donald Stewart
ID: 34931147
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by:connectex
ID: 34931148
If it's 64-bit OS then you need to make sure you using the the Internet Explorer without (64-bit) next to it. I often find people don't realize they are using the Internet Explorer 64-bit edition but most plug-in or add-ons are still 32-bit code.
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by:ded9
ID: 34931773
Sound like cookies are been blocked in your computer.Also check date and time in your computer.

 Chances are your user profile is corrupted .

Best option is to create a new user account. Restart the computer login under the new account and transfer all the data in the new account.

Check how flash works in your new account.


Ded9
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by:jcimarron
ID: 34934057
jenniedawson--IE Tools|Manage Add-Ons|In the Show line choose "All Add-Ons".  Is the Deployment Toolkit enabled?  If not, do so.
Reboot.  Now  uninstall old version and then install new.
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Author Comment

by:jenniedawson
ID: 34946130
Ok, so I've tried all of your suggestions. However, jcimarron, the Deployment Toolkit is not listed in the add-ons list, so do I need to download it?

Everyone else, this is a 64-bit system. I have tried the full uninstallers, both 32-bit and 64-bit versions of IE9, created a new user account, etc.

Any other suggestions?
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by:connectex
ID: 34946186
You know I really didn't think that much about your running IE9. But it's not a released Microsoft product. It's still BETA and therefore may not be fully supported by Adobe yet. That could be a large part of your issue. I'd remove IE9 and go back to 8 for now. And as for Firefox remember it has a separate plug-in that you must install as Firefox does not use the IE's ActiveX add-on.
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by:jcimarron
ID: 34946283
jenniedawson--
" the Deployment Toolkit is not listed in the add-ons"
Do not Download it or Enable it.  My advice here was not accurate.
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by:ded9
ID: 34948431
Go to ie9-internet options-privacy tab-lower down the slider to accept all cookies. Click ok and then restart the internet explorer. Also under internet option- there should be nothing under dialup and virtual private setting.
Check lan setting and there should be not check marks.

Last run subinacl to reset the security settings and then restart the computer.

http://blogs.msdn.com/b/astebner/archive/2006/09/04/739820.aspx


Ded9
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Accepted Solution

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jenniedawson earned 0 total points
ID: 34948553
Well, reverting back to IE8 and allowing all cookies didn't work either... I finally decided to bite the bullet and do a system restore to a point before the Trojan infected the computer. I was really trying to avoid that because some other software and changes had been made since and I've just undone two days worth of work. Regardless though, it's still better than completely rebuilding the thing! Anyway, the system restore worked and we are back in business. I really don't know what the Trojan destroyed to prevent Flash from running, but I guess I'll take another crack at it if I run into the problem again.

Thanks for all of your help and comments!
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Author Closing Comment

by:jenniedawson
ID: 34990871
Other comments did not work as solutions. I fixed the problem myself.
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