My wife recently had her laptop's operating system upgraded from a 32-bit version of Win7 Ultimate to a 64-bit version of WIn7 Professional. The 64-bit OS is the correct one for her computer. The OS is up to date according to Win Update. The new installation came with a trial version of ESET 4 - don't ask why, I don't know. We are existing ESET customers - Smart Security, 2 computer license.
The ESET 4 did not uninstall cleanly. After searching ESET for the corresponding AV removal tool (there wasn't one and it recommended a normal uninstall) I used ESET 4's native uninstaller using administrator account privileges. Towards the end of the process an error was generated: Could not delete key \Software\ESET\ESET Security. Options were Cancel/Retry/Ignore. After cancelling several times and retrying several times and receiving the same error, I finally chose Ignore and the process completed.
OK. now I am trying to install a current version of ESET Smart Security. Using administrator privileges, installation attempts made with both the online installer and the offline installer have failed multiple times. the errors are always at the same spot: Could not write value Installation Status to key \Software\ESET\ESET Security\Current Version\Info. Verify that you have sufficient access or contact your support personnel. Cancel and Retry return me to this same error. If I Ignore, the next quite a few registry values return the Could not write value error.
I have not submitted this to Tech Support yet - thought I would try here first. I am an English speaker living in Vietnam. Last problem I took to Tech was routed through their Vietnam support personnel and our combined language difficulties were quite significant.
In the meantime, Avast and Malwarebytes claim that the laptop is free of malware, PUPs or infection. I only installed these after ESET installation failed. They (or any other AV/ malware product) were not on the machine when I was trying to install/uninstall.
Following the instructions in hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN2289#Win_7. I ran the uninstaller 3 times, rebooting into safe mode after each attempt. None of these attempts showed that there was any antivirus product on the system. (I had previously removed the AVAST)
I then deleted at least part of the ehdrv driver following the instructions in hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN2616. I was able to complete the first step and delete ehdrv.sys from the system32\drivers folder. Then in Step 2, after selecting "Show hidden devices" there was no ehdrv driver to be found in the Device Manager. There was something called ESET Olmarik/Olmasco Cleaner listed, I left that alone.
I then rebooted yet again and ran the ESET live installer from Admin (from the regular desktop - not Safe mode). The installation failed and gave the following error message: Could not write value Installation Status to key \Software\ESET\ESET Security\Current Version\Info. Verify that you have sufficient access or contact your support personnel. The instalation gave the option to download and run the Specialized Cleaner which I did. The cleaner found no malware.
Ok then. Run ESET Log Collector as per the instructions at hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN3466 and pm me the output. If it's too large, upload it to a safe location and pm me the download link.
Downloaded and tried to run ESET Log Collector following the instructions on hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN3466. Immediately got an error: An error occurred during the collection of files. See the log for more info. Tried again with a freshly downloaded copy and got the same results.
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