troubleshooting Question

Some Programs missing after Upgrading Kaspersky

Avatar of MXDEWD
MXDEWDFlag for New Zealand asked on
Windows Vista
12 Comments1 Solution810 ViewsLast Modified:
Hi there, this is a weird one...

A customer rang and told me he was having isses with kaspersky - the licence had failed. I remotely connected to his laptop and tried to reactivate his Kaspersky 2011 internet security. This failed so I tried an application repair. This also failed so I uninstalled and reinstalled it. I left the customer installing it and he said there was no problem.

He called me back this moring to say that a number of applications no longer worked.

He dropped the notebook off this after noon and a number of applications seem to have 'vanished'. The shortcuts are still there albiet the icons had become a generic type. I looked in the programs folder and many program folders are missing. These include IE, all the Windows Live software, and windows uiliilities - calander, defender, movie maker, windows gallery etc etc  all the HP utilities, etc. Interestingly, outlook is still there and works. I tried to run word and the system said it had to configure office, sat there doing that for about 5 mins then had to reboot.

I have tried a system restore and as usual, vista couldnt do it.

I did not that in the restore points after Kaspersky was reinstalled, there was a windows update.

The system is a HP DV6000 Notebook, Vista fully patched and SP'd. I have no reason to suspect there is any MALWARE in the system. Until the kasperskjy licence problem, the customer said the system have been running fine.

Before I Run a system recovery, is there any advice out there and also, it would be good to have something to tell the customer other than "I dont know what caused it"


Regards Jason
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