Personalize will not open..

Jubilee · Sep 22, 2010

I've never, ever been able to open the personalize option on this computer since the day my mother got it. Since it wasn't my PC, I didn't really care too much since she wasn't bothered by it.
Now the computer is completely trashed and doesn't work, a System Restore is a no-go since there are apparently no restore points on my PC and I'm not able to create one.
It functions in safe mode and I'd like to change the screen resolution but, as the title says; personalize won't open.

I followed the steps in this thread since our problems were similar but once I entered in the "regsvr32 msxml3.dll" command I got a message saying: "The module 'msxml3.dll' was loaded but the call to DllRegisterServer failed wit the error code 0x00870005."

Maybe the steps for that issue were not right for me, so I'd really appreciate some help.

niemiro · Sep 22, 2010

Hello,

First, we need to check for corruptions. Please run SFC /scannow, and then parse and upload the logs. To do this, see this tutorial. Use the top yellow box for parsing the log. Once you have done that, please upload the newly created sfcdetails.txt file from your Desktop here. We will go from there, depending on what that log shows me. http://www.vistax64.com/tutorials/66978-system-files-sfc-command.html

Richard

Jubilee · Sep 22, 2010

Thanks for the response!
I entered the command phrase in, and a bunch of stuff popped up in the command window. After I closed it, the sfcdetails.txt file was created on my desktop; however the document has absolutely nothing in it..

Was I supposed to do anything aside from entering the given phrase into the command window??

niemiro · Sep 22, 2010

Jubilee said:
Thanks for the response!
I entered the command phrase in, and a bunch of stuff popped up in the command window. After I closed it, the sfcdetails.txt file was created on my desktop; however the document has absolutely nothing in it..

Was I supposed to do anything aside from entering the given phrase into the command window??

'tis strange. Did you run SFC /scannow first?

Thanks!

Richard

Jubilee · Sep 22, 2010

Ack! No I didn't!!
I don't think I know how to run that..I'm not very good at this kind of thing. lol

EDIT: Omigosh...I just now realized I was literally supposed to enter SFC /sannow as a run command..lol
Give me a minute.

EDIT2: Okay, now here's the sfcdetails.txt.
Did I do it right..?

niemiro · Sep 22, 2010

Jubilee said:
Ack! No I didn't!!
I don't think I know how to run that..I'm not very good at this kind of thing. lol

EDIT: Omigosh...I just now realized I was literally supposed to enter SFC /sannow as a run command..lol
Give me a minute.

EDIT2: Okay, now here's the sfcdetails.txt.
Did I do it right..?

You did it perfectly. A corruption showed up. In a way this is good, it provides me with something to fix, rather than no leads to go on. However, before we can go on, I need to know what version of Windows you are using. I know you don't know, but soon you will!

Start Orb > Control Panel > Classic View (left hand pane) > System.

Please report all of the words boxed in red on the screenshot below. Don't worry about what they mean, or the order, just list them

Click on it to enlarge it.

Then we should be able to fix this corruption, and see where it gets us.

Thanks!

Jubilee · Sep 22, 2010

The 'System' option won't open, just like 'Personalization'..
Is there any other way I can find the info you need?

niemiro · Sep 23, 2010

There are countless more ways. I will list several below. If one fails, just move onto the next one. I am sorry that I am pushing this, but I need to know.

STEP ONE:

Download Speccy from here: Speccy - System Information - Free Download

On the left hand pane, choose Summary. This is the case already, so this step can effectively be ignored.

Write down all of the words under the uppermost subtitle: Operating System. In the screenshot on that page, the text I am looking for is: MS Windows Vista Ultimate SP1.

My guess for yours would be: MS Windows Vista Home Premium SP2, or similar.

STEP TWO:

Start Orb > Computer > C:\ drive > Now, see if the folder C:\Program Files (x86) exists. It will not necessarily. This is neither good nor bad. It is a fact, not a problem.

Start Orb > Computer > C:\ drive > Windows folder (Show the files when it asks > Now, see if the folder C:\Windows\SysWOW64 exists. It will not necessarily. This is neither good nor bad. It is a fact, not a problem.

These files just indicate to me whether you are running x86 or x64 (32bit or 64bit) Do not worry about what this means.

STEP THREE:

Use Windows Vista Method 2 here: How to determine whether a computer is running a 32-bit version or 64-bit version of the Windows operating system

STEP FOUR:

Select All, and then post a Vistax64 SysInfo log: http://www.vistax64.com/tutorials/176785-vistaforums-sysinfo-tool.html

Good luck!

Richard

Jubilee · Sep 23, 2010

Okay!
Thanks for all of those options, Speccy showed that I have:
MS Windows Vista Home Premium 32-bit SP1.

niemiro · Sep 23, 2010

Wonderful! That is simply wonderful! Well done! Right, onto the fix:

Please download and install each of the programs listed below. They all come from Microsoft. You MUST install them in order (the order I have given) and one at a time. If one asks for a restart, choose NO, but then immediately restart after the last one. This will take a little while. I am sorry that it takes so long for each one (about 10-15 minutes each sometimes, with the 2008, and 2010 ones much faster) but it has to be done)

Download details: Microsoft Visual C++ 2005 Redistributable Package (x86)

Download details: Microsoft Visual C++ 2005 SP1 Redistributable Package (x86)

Download details: Microsoft Visual C++ 2008 Redistributable Package (x86)

Download details: Microsoft Visual C++ 2008 SP1 Redistributable Package (x86)

Download details: Microsoft Visual C++ 2010 Redistributable Package (x86)

Now, please re-run sfc /scannow, just as you did last time, re-parse the log, just as you did last time, re-upload sfcdetails.txt (it will have been updated) and tell me if the problems remain.

Thanks!

Jubilee · Sep 23, 2010

Thanks!
I'll get started now, although these require me to be out of Safe Mode to install and my PC like, doesn't function in Normal mode...

I'll try anyway.

niemiro · Sep 23, 2010

Jubilee said:
Thanks!
I'll get started now, although these require me to be out of Safe Mode to install and my PC like, doesn't function in Normal mode...

I'll try anyway.

I had no idea that you were in Safe Mode. Do your utmost to install them, otherwise I will give you an alternative.

Jubilee · Sep 23, 2010

My PC is completely useless outside of Safe Mode, I wasn't able do install them.
Time for the alternative.

Thanks for helping me like this by the way, I hope I'm not being too much of a pain.

Shadowjk · Sep 23, 2010

Do you have an Installation disk I think you might need to Reinstall Vista though Richard may have another solution.

Also do you have any Important Files if so I can provide you with an Operating system that will let you recover you data

You will need :

A Computer with internet connection
A DVD or CD (Blank)
An ISO Burner

If you can try and use another computer when making the Disk

Many Thanks,
Josh

Jubilee · Sep 23, 2010

Unfortunately, I don't have an Installation Disk; Vista was already on the computer when I first got it.

niemiro · Sep 24, 2010

Don't worry about reinstallation yet, I still have several tricks up my sleve. Interesting that it works in Safe Mode. You are not being a pain at all, I enjoy doing these sorts of challenges, rather than the same long descriptions each time if I can help it. I am currently on my iPhone, let me get to a computer to give my instructions

Thanks!

Jubilee · Sep 24, 2010

I'm glad you're having fun with this...lol
Hopefully once we solve this it will improve how Normal Mode functions and I can begin trying to fix whatever problem is there. Although Safe Mode basically functions just as good.

niemiro · Sep 24, 2010

Hello!

I don't have access to MY computer at the moment (until this evening) and so I will try method 2, and then go back to method 1 this evening. This is absolutely fine. I am going to scan your computer for these files, to see if we can find a non-corrupt one. Hopefully so. If not, I will upload one for you this evening. Can I please ask you what exactly is wrong with your computer, as a not opening Personalise and System dialogue is obviously not all! Thanks!

P.S. There will be no extras.txt generated. If I have left a reference to extras.txt in the Canned Speech below, ignore it.

OTL - Download or alternative link here and here
Why? OTL is currently our primary tool for searching key areas of the registry and other system locations for the telltale signs of malware. It generates a comprehensive log, and offers an initial diagnosis. The person helping you may have you run other scans or tools after reviewing your logs.

Download OTL to your Desktop

Double click on the icon to run it. Make sure all other windows are closed and to let it run uninterrupted.
Under the Custom Scan box paste this in

/md5start
msvcm80.dll
msxml3.dll
/md5stop

Click the None button, followed by Scan button. Do not change any settings unless otherwise told to do so. The scan wont take long.
- When the scan completes, it will open two notepad windows. OTL.Txt. These are saved in the same location as OTL.
- Please copy (Edit->Select All, Edit->Copy) the contents of these files, one at a time, and post them here.

Thanks!

Richard

Jubilee · Sep 24, 2010

niemiro said:
Can I please ask you what exactly is wrong with your computer, as a not opening Personalise and System dialogue is obviously not all! Thanks!

When I start up my computer the Desktop takes a very long time to load and if I click on a program like, Google Chrome, or My Pictures the cursor will turn into an hour-glass and no matter how long I wait nothing will load. Eventually the screen will just turn black and I have to restart my computer.

niemiro said:
P.S. There will be no extras.txt generated. If I have left a reference to extras.txt in the Canned Speech below, ignore it.

OTL - Download or alternative link here and here
Why? OTL is currently our primary tool for searching key areas of the registry and other system locations for the telltale signs of malware. It generates a comprehensive log, and offers an initial diagnosis. The person helping you may have you run other scans or tools after reviewing your logs.

Download OTL to your Desktop

Double click on the icon to run it. Make sure all other windows are closed and to let it run uninterrupted.

Under the Custom Scan box paste this in

/md5start
msvcm80.dll
msxml3.dll
/md5stop

Click the None button, followed by Scan button. Do not change any settings unless otherwise told to do so. The scan wont take long.

When the scan completes, it will open two notepad windows. OTL.Txt. These are saved in the same location as OTL.

Please copy (Edit->Select All, Edit->Copy) the contents of these files, one at a time, and post them here.

Thanks!

Richard

OTL logfile created on: 9/24/2010 1:48:25 PM - Run 1
OTL by OldTimer - Version 3.2.14.1 Folder = C:\Users\KIM\Desktop
Windows Vista Home Premium Edition Service Pack 1 (Version = 6.0.6001) - Type = NTWorkstation
Internet Explorer (Version = 8.0.6001.18702)
Locale: 00000409 | Country: United States | Language: ENU | Date Format: M/d/yyyy

2.00 Gb Total Physical Memory | 1.00 Gb Available Physical Memory | 70.00% Memory free
4.00 Gb Paging File | 4.00 Gb Available in Paging File | 88.00% Paging File free
Paging file location(s): ?:\pagefile.sys [binary data]

%SystemDrive% = C: | %SystemRoot% = C:\Windows | %ProgramFiles% = C:\Program Files
Drive C: | 219.79 Gb Total Space | 182.90 Gb Free Space | 83.21% Space Free | Partition Type: NTFS
Drive D: | 5.98 Gb Total Space | 1.66 Gb Free Space | 27.68% Space Free | Partition Type: NTFS
E: Drive not present or media not loaded
F: Drive not present or media not loaded
G: Drive not present or media not loaded
H: Drive not present or media not loaded
I: Drive not present or media not loaded

Computer Name: KIM-PC
Current User Name: KIM
Logged in as Administrator.

Current Boot Mode: SafeMode with Networking
Scan Mode: Current user
Company Name Whitelist: Off
Skip Microsoft Files: Off
File Age = 30 Days
Output = Standard

========== Custom Scans ==========

< MD5 for: MSVCM80.DLL >
[2009/11/09 00:04:40 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=5607B1DB549A9AB4D0B305506D853875 -- C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.1801_none_d088a2ec442ef17b\msvcm80.dll
[2009/11/22 03:15:04 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=75F2A9B695EF3EF22D731F059920F636 -- C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.4053_none_d08d7da0442a985d\msvcm80.dll
[2008/01/20 22:24:08 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=786376013D003F44AB8B4689D95B44BE -- C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.1434_none_d08b6002442c891f\msvcm80.dll
[2008/02/11 21:11:12 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=83D6D893D88EDF36AE06C691AF95E9D9 -- C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.163_none_10b3ea459bfee365\msvcm80.dll
[2006/10/19 21:14:41 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=86323F4170235CF85EA3F5A9D03DBCA0 -- C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.312_none_10b2ee7b9bffc2c7\msvcm80.dll
[2010/01/20 19:00:20 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=CAE6861B19A2A7E5D42FEFC4DFDF5CCF -- C:\Program Files\NortonInstaller\{397E31AA-0D78-4649-A01C-339D73A2ED35}\NSS\LicenseType\2.7.0.52\Microsoft.VC80.CRT\msvcm80.dll
[2006/12/02 09:28:12 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=CAE6861B19A2A7E5D42FEFC4DFDF5CCF -- C:\Program Files\TOSHIBA\FlashCards\Microsoft.VC80.CRT\msvcm80.dll
[2008/12/25 13:56:06 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=CAE6861B19A2A7E5D42FEFC4DFDF5CCF -- C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.762_none_10b2f55f9bffb8f8\msvcm80.dll
[2008/02/13 10:20:16 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=CDCC63E967D64ECE3729246720AF4FCC -- C:\Program Files\Common Files\Symantec Shared\Support Controls\msvcm80.dll
[2005/09/23 10:04:30 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=CDCC63E967D64ECE3729246720AF4FCC -- C:\Program Files\TOSHIBA\ConfigFree\cfprofex\microsoft.vc80.crt\msvcm80.dll
[2005/09/23 10:04:30 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=CDCC63E967D64ECE3729246720AF4FCC -- C:\Program Files\TOSHIBA\ConfigFree\cfwps\Atheros\microsoft.vc80.crt\msvcm80.dll
[2005/09/23 10:04:30 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=CDCC63E967D64ECE3729246720AF4FCC -- C:\Program Files\TOSHIBA\ConfigFree\microsoft.vc80.crt\msvcm80.dll
[2008/02/11 21:53:22 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=CDCC63E967D64ECE3729246720AF4FCC -- C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.42_none_db5f52fb98cb24ad\msvcm80.dll

< MD5 for: MSXML3.DLL >
[2008/09/05 00:48:28 | 001,194,496 | ---- | M] (Microsoft Corporation) MD5=8FC34AF6DA61DF291FB48DACECB8AF83 -- C:\Windows\winsxs\x86_microsoft-windows-msxml30_31bf3856ad364e35_6.0.6000.16745_none_8661c59c99cb7ce9\msxml3.dll
[2008/01/20 22:24:31 | 001,190,400 | ---- | M] (Microsoft Corporation) MD5=8FCDFB955F5BFD05E45C035A5FD2B7AB -- C:\Windows\winsxs\x86_microsoft-windows-msxml30_31bf3856ad364e35_6.0.6001.18000_none_886e409a96d6223c\msxml3.dll
[2001/07/30 21:42:00 | 001,118,720 | ---- | M] (Microsoft Corporation) MD5=A0611CD67C8D8A4A43079BE68B694A07 -- C:\TOSAPINS\Norton-360\Support\MSRedist\MSRedist\msxml3.dll
[2008/09/05 01:08:23 | 001,191,936 | ---- | M] (Microsoft Corporation) MD5=B1ABC3B1953BE70FE78045C401A03B50 -- C:\Windows\winsxs\x86_microsoft-windows-msxml30_31bf3856ad364e35_6.0.6001.22258_none_88c9d1ffb015159a\msxml3.dll
[2008/09/05 01:14:05 | 001,191,936 | ---- | M] (Microsoft Corporation) MD5=C41551DD53FC9B7BE77AC5901E640E16 -- C:\Windows\System32\msxml3.dll
[2008/09/05 01:14:05 | 001,191,936 | ---- | M] (Microsoft Corporation) MD5=C41551DD53FC9B7BE77AC5901E640E16 -- C:\Windows\winsxs\x86_microsoft-windows-msxml30_31bf3856ad364e35_6.0.6001.18136_none_8853d47896e90b40\msxml3.dll
[2008/09/05 00:47:44 | 001,194,496 | ---- | M] (Microsoft Corporation) MD5=F747633B7D3BCC9950497AA1E8E4BF76 -- C:\Windows\winsxs\x86_microsoft-windows-msxml30_31bf3856ad364e35_6.0.6000.20910_none_8706d29fb2d54754\msxml3.dll
< End of report >

niemiro · Sep 24, 2010

Well done! We have a break through. This (in my opinion could be caused by a corruption of a C++ library) The only complex thing is analysis and replacement, but, fortunately, I have done it. I have listed below how to do it yourself. I do not expect you to follow this. If you ever have a problem, just come here, but I thought that you might just be interested in what goes on behind the scenes. After looking at that SFC log, we can see that the corruption lies at MSVCM80.DLL. It does not say the location, and NEVER WILL! In most cases, the location is at C:\Windows\System32. We check your Operating System, give you a file from the same system, that is enough to make most things work, and then we re-install the libraries to make the file compatible. This all breaks down with MSVCM80.DLL! This .dll is stored in the WinSxS or program directory. This means that the corruption lies in C:\Windows\WinSxS (Windows Side-by-Side) Only perfectly compatible files may be placed in WinSxS. If unsure, get help.

Here is how to fix these ones:

Have a look at the SFC log. Each line will almost certainly be repeated. Choose one:

Cannot repair member file [l:22{11}]"msvcm80.dll" of Microsoft.VC80.CRT, Version = 8.0.50727.1434, pA = PROCESSOR_ARCHITECTURE_INTEL (0), Culture neutral, VersionScope neutral, PublicKeyToken = {l:8 b:1fc8b3b9a1e18e3b}, Type = [l:10{5}]"win32", TypeName neutral, PublicKey neutral in the store, hash mismatch

The only things you need to get out of here are the file names, and file version. FILE VERSION IS UBER IMPORTANT!

msvcm80.dll - 8.0.50727.1434

Done!

Now run that same OTL MD5 scan on another, good, computer, of exactly the same Operating System.

The syntax is:

/md5start
{complete file name}
/md5stop

Buttons: None, Scan

Now, look at the results. Lots of locations will have been listed for a file. ONLY choose the one of the version number that we found out in the SFC log. Here is the line from YOUR log:

[2008/01/20 22:24:08 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=786376013D003F44AB8B4689D95B44BE -- C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.1434_none_d08b6002442c891f\msvcm80.dll

Here is the line from MY log:

[2008/01/21 03:24:08 | 000,479,232 | ---- | M] (Microsoft Corporation) MD5=ECAB562A847461C8C7507CB5428234EA -- C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.1434_none_d08b6002442c891f\msvcm80.dll

Fortunately, I have the exact same file. If I don't we either need to get a different computer, or install the correct libraries on MY computer.

Now, look at the MD5's of both of the files:

YOURS: 786376013D003F44AB8B4689D95B44BE
MINE: ECAB562A847461C8C7507CB5428234EA

You will notice that they are different. On further examination of our logs, the file sizes are the same, yet they are slightly different. This is not a classic corruption, but we have nothing to lose in a replace if we keep a backup at this point.

We now have the location of the (dodgy???) .dll (taken from your OTL log)

C:\Windows\winsxs\x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.1434_none_d08b6002442c891f\msvcm80.dll

So, the fix:

Follow Option TWO, steps 1, 2 and 4 here: http://www.vistax64.com/tutorials/86163-hidden-files-folders.html Also, while in Folder Options, uncheck "Hide Extensions for known file types"

Navigate to C:\Windows\WinSxS\

Perform a Search (you really have to search in this case) for: x86_microsoft.vc80.crt_1fc8b3b9a1e18e3b_8.0.50727.1434_none_d08b6002442c891f

Open this folder. Download the file attached to this post.

Close all programs. ALL. Do not leave Firefox, Internet Explorer, Notepad or any program open. If you cannot remember these instructions, you will need to print them out. You cannot view them on screen.

Rename msvcm80.dll to msvcm80.dll.bak

Copy the msvcm80.dll file from the Desktop to this folder.

Restart computer, and report back.

Re-run SFC, and re-parse the logs. Upload.

Good luck!

Richard

Personalize will not open..

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