Solved not able to delete AT&T program

[jeb1001]

Have been using AA&T air card for over 2 years. Yesterday, a message pops up for an upgrade.

Clicked on the link, downloaded and installed the update. When it got to the place to restart my computer and I clicked on it, the following error message came up -

"Microsoft visual C++ Runtime Library. Runtime Error. This appilacation has requested the runtime to terminate it in an unusual way. Please contact the applications support team for more info. AT&T communications manager."

When the computer rebooted, the comm manager came up as normal and I could use the internet, except it was now 4G rather than 3G as it had been. Also, the same visual C++ error message came up. When I click to close that message it closes the comm manager.

Contacted ATT and was told to delete the comm manager and re-install. When I ran the uninstall it would start, go through the "gathering info" window and then dissappeared. This was from both the uninstall from the comm manager folder and using the Win control manager.

After over an hour on the phone with ATT the comm manager would no longer connect to the internet. They wanted to send me a "cleanup" program to delete the comm manager so I had to go dig out this 12 year old lap top to get up on the internet - with the same comm manager but without the update to 4G.

Downloaded the program and everytime I use it it comes up with the error message - "Must launch as Administor first as addministor account then in limited user account." Note that this is my home computer and never had been set up for administor.

I created an administor account, logged in as administor and receive the same message.

In short, so far there is no way to delete the ATT comm manager program and it will not connect to the internet - same message from Visual C++ comes up every time.

AFter a total over 3 hrs with ATT they say it is my computer and not their problem. I have been using computers since we used a soldering iron to build them and have about 40+ programs on this computer. I build web sites and have even ran computer classes - this is not my computer problem.

Would appreciate any suggestions - tks much for your time and help - jb

 

[M1GU31]

try updating visual C++ and right clicking the program and running as administrator.

heres a link in blue to update visual c++
Download: Visual C++ 2008 Redistributable Package (x86) - Microsoft Download Center - Download Details

 

[jeb1001]

Tks, M1 - I'll get back on the other computer and give it a try.

But I still have the problem of not being able to delete the ATT program. I have never seen a program that can't be deleted before. - jb

Ah, Duh - M1, can't update Visual C++ until I get internet back up on that computer and can't do that until I am able to delete the ATT comm manager and re-install.

And THAT can't be done until I solve this Administrator problem. - jb

 

[gregrocker]

But I still have the problem of not being able to delete the ATT program. I have never seen a program that can't be deleted before. - jb

Ah, Duh - M1, can't update Visual C++ until I get internet back up on that computer and can't do that until I am able to delete the ATT comm manager and re-install.

And THAT can't be done until I solve this Administrator problem. - jb

Often times an uninstall is hampered by the program remaining running in msconfig>Startup or msconfig>Services. Check there (after hiding all MS Services) to make sure it's unchecked then try to uninstall again. You may even need to reinstall it to uninstall it properly in Control Panel>Programs and Features.

You'll get best performance if you keep both lists cleared of all but your AV and the ATT app if it creates your connection automatically. If you have to click it anyway to connect, then keep it out of Startup list.

You may need to plug in by wire or connect to another network using Win7 wireless in System tray long enough to get this squared away.

You may also benefit by System Restoring to well before all the mess began, then update Visual C++ and try updating ATT again. If this fails try the steps I gave you above to uninstall and reinstall.

 

[Petey7]

Might be a silly question, but when running the cleeanup tool, have you tried right-clicking the icon for it, and then clicking "run as administrator"? I only ask because you did not specifically mention doing so.

 

[Anak]

Hi jeb1001, welcome to 7F!

Between your main machine that is having this problem, and you using your laptop, I am having a difficult time following whether or not your main machine can download, and use programs.

If you have Malwarebytes installed on your main it has a program located under the More Tools Tab called FileAssassin that may help, in lieu of that you may also want to try Hijackthis

It is open source now, and that is that link.
There is more information about that here: HijackThis - Trend Micro USA

 

[jeb1001]

Tks guys -

I can not get up on the internet on the machine in question because the ATT comm manager will not connect and I can not install the program again as it comes up with an error message that there is a later dated program already on the computer. I assume this is at least part of the 4G update I did that started all the problems.

I am back to this "Administrator" problem - the "cleanup" program ATT sent me via this laptop and I transferred via flash drive keeps asking to run as Admistrator which I am doing. I did right click but keep getting the same problem.

Tks guys - will go through the above you have posted and try again. jb

 

[jeb1001]

OK - downloaded Hijack and ran the program. I can't find it - when I do a search it can't find it. But when I go to run the program again it says the program is already running.

So downloaded and installed Revo - tried to uninstall the ATT program follow the directions. It does it's thing - first comes up with a message that it needs to close the program even though the program is not running - at least, it does not show up as running anywhere.

Clicked on close and it comes up with it can't close the program!

Revo does it's thing and then comes up with a scan of leftovers - there are a ton of them and many that don't seems to have anythihg to do with ATT so I am afraid to select all and delete them.

What a mess - suggestions? - jb

 

[Petey7]

Open the start menu,type "msconfig", and press enter. In the first tab, select diagnostic startup, and reboot the computer. This will make sure that no services related to the software or any portion of the software is running at startup. Try the clean up tool and Revo again.

 

[gregrocker]

Did you even read the steps I posted above to uncheck everything except your AV in msconfig>Startup and msconfig>Services?

If you had any questions you could have asked back but not just ignore the steps which are blocking uninstall of the program.

Type msconfig in Start Search box, rightclick to Run As Admin. Uncheck everything and then uninstall ATT in Control Panel>Programs and Features.

 

[jeb1001]

Greg and Pete, I did follow your instructions.

Under config the ATT program is not there - either startup or service.

But it is still list in "programs" and shows under my C drive directory and it tries to load on startup and if I click on it, it tries to load but gets the same error messages as before.

When I run uninstall now I get an error message that "The windows Installer Service could not be accessed. This can occure if the Windows Installer is not correctly installed. . . .

I now get the same when I run Revo - if I then run the scan it comes up with 330 leftover registry items, some of which don't seem to have anything to do with the ATT comm manager.

When I run cleanup it cycles and comes up, "complete" but when I reboot the program is still there.

Now what? - jb

 

[gregrocker]

Did you try System Restore to before any of this occurred?

Run SFC -SCANNOW Command.

Then try How to troubleshoot problems when you install or uninstall programs on a Windows-based computer.

 

[jeb1001]

Greg, system restore brings up the error message - "System restore does not appear to be functioning correctly on this system. A volume shadow copy service component encounted an unexpected error. Check the application event log for more info." I have done a search but not found this event log.

I had done a restore yesterday it only had restore points when a new program had been installed so it showed the restore for day before yesterdays Att update and then all the way back to the 10th of May when a Windows update had been done. After running the restore it came up with something about it not being complete - now it does not work at all.

I am using bitdevender as my AV program and have done a scan with it finding nothing.

Using Revo, it says it runs the Win 7 uninstall program first and then it's own. Since the Win 7 uninstall does not work, it then runs it's own and it says complete. I then run the scan and it comes up with some 330+ items - some are marked in red.

It says that I can go ahead and delete this list but I wanted to ask if this might cause more problems or should I go ahead and delete all of them? It says they can be restored but not sure if that is from the trash or from a restore point - if from a restore point, that is a problem as the restore is not working at this time.

When all this started the ATT comm manager would load and work but had the error message window and if I clicked on the error message it closed the comm manager. Starting yesterday, it no longer hooks up.

Now I have several other things going on - don't know it it is all related or not.

Tks for the help - jb

 

[gregrocker]

With System Restore and Windows Installer not functioning correctly you may have deeper System problems requiring working through these Troubleshooting Steps for Windows 7 up to and including a Repair Install or Clean Reinstall - Factory OEM Windows 7.

This also is a good reason to have an image backup on hand. I'd get a perfect clean Reinstall with that in mind.

I tend to trust Revo although I don't use it since Win7's uninstaller is normally pretty complete. If it's not working however then you'll be removing the Program by its registry keys which is iffy - but no more iffy than the condition your OS is revealing. I would work on repairing it.

Can you uninstall any other program in Control Panel>Programs & Features?

If so then I'd go ahead and yank out ATT as best you can and try reinstalling it. I'd also uninstall Visual C++ if possible and reinstall it first.

 

[jeb1001]

Will give a try to repairing - looked at that and it talked about re-installing win 7 but that I would lose some things. Will get into it and see where it goes and fall back to Revo later if nothing works.

Again, tks for the help - I do appreciate your time. - jb

 

[gregrocker]

The tutorial shows you how to get a perfect reinstall. With Win7 backup imaging you can then save externally a backup image so you never have to reinstall again and in cases like this can reimage your HD in 20 minutes, copy in your latest file set and rock on.

 

[jeb1001]

Greg, I went to the second window on the Revo - or 3rd, whatever - and everything it came up with there was ATT comm manager files. I deleted these and at least the program no longer showes on my computer or in the file system - some parts of it do remain in the reg. however.

I went throught the troubleshoot link you gave me, then put my Win 7 disc in and followed through the step in the link. It comes up with an message - "your current version of Windows is more recent than the version you are trying to upgrade to. Windows cannot complete the upgrade."

Back to square one. - jb

 

[jeb1001]

Greg, went back through the repair link and the only step I cannot do is going to the internet for updates. Continued on and get the same message. - jb

 

[jeb1001]

Question, since I can't update the present Win 7 on my machine, Can I put a new HD in my computer and install a new copy on it the put the present dirve back in the computer and make it the 2nd drive and use my programs from it?

Or do the programs have to be on the drive when Win 7 is re-installed? In this case, can I uninstall my Win 7 and then install a new copy? - jb

 

[F5ing]

Where'd the CD/DVD that you're using to install w7 come from?