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OneCare unable to update; cannot access any Microsoft or other anti-virus website RRS feed

  • Question

  • I have a desktop and a laptop at home and both are running OneCare with the desktop as the hub PC.  Recently OneCare has been unable to update its virus deffinitions.  When I open OneCare and click on the "Update" button nothing happens.  Sometimes I get a bubble message from the systray saying that the Update Center is currently unavailalbe.  The same time this became an issue I noticed that I could no longer access pretty much any website associated with Microsoft, and most websites take a lot longer to load than they used to.  I can't even get to the help center for OneCare; I have to type this from my computer at work.  When I try to load any kind of help page or a page for a free anti-virus sweep of my computer, Internet Explorer says that the connection with the server was stopped.  Is it possible I've got a virus that's causing all this?  I thought about re-installing OneCare but if I'm dealing with a virus I don't think it will fix the problem.  This all seems a little too coincidental to be a simple software glitch.  Please help!
    Monday, April 20, 2009 5:33 PM

Answers

All replies

  • It does indeed sound like you may have contracted an infection of that PC.
     

     

    If you are using Windows Live OneCare and you have been infected, but OneCare did not detect or cannot remove the malware, please contact support to report this and for help with removal.

    How to reach support (FAQ) - http://social.microsoft.com/Forums/en-US/onecareinstallandactivate/thread/30400b52-7f26-4ba0-bc18-17e305329d90

     

    If you are in North America, you can call 866-727-2338 for help with virus and spyware infections. See http://www.microsoft.com/protect/support/default.mspx  for details.  For international information, see your local subsidiary Support site.

     
    -steve


    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Monday, April 20, 2009 6:01 PM
    Moderator
  • Thank you for the swift response!  Since I am having so much trouble accessing websites on my computers I will call the service center this evening. 
    Monday, April 20, 2009 6:48 PM
  • You're welcome and best of luck to you. I'd be interested in hearing what the cause of the problem was.
    -steve
    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Tuesday, April 21, 2009 4:46 PM
    Moderator
  • Update:  I spent two hours on the phone last night and basically didn't get anywhere.  They transfered me to a tech that works only on OneCare who cleaned the program off my compter and asked me to reinstall.  This didn't work because the program checks for updates before the install begins and it wasn't able to connect to the server.  When they call back tonight would you recommend I push the virus issue?  I'm afraid they're going to blame it on my ISP which doesn't make sense to me.
    Tuesday, April 21, 2009 5:50 PM
  • Malware, if that's the cause, can be pretty difficult to remove and address. It is possible that there are still some issues that need to be addressed with the removal. Did the tech find any malware? You might want to run some scans from the free web scanners out there:
     

    http://www.eset.com/onlinescan/

     

    http://www.ewido.net/en/onlinescan/

     

    http://onecare.live.com/site/en-us/default.htm

     

    http://www.kaspersky.com/virusscanner

     
    If none is found, then the tech can work on helping you with the install issue. I doubt it is the ISP, though anything is possible.
    -steve


    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Tuesday, April 21, 2009 6:24 PM
    Moderator
  • The tech didn't try to find any malware; they wanted to attempt to see if there was anything wrong with the software first.  I've tried the OneCare address you listed above but (surprise!) the connection gets interupted.  I can't even access this forum from home.  Will any of the other websites you listed remove/quarantine suspected files if they find them?  Or will they ask me to buy their software first? :-)
    Tuesday, April 21, 2009 7:03 PM
  • Some of those sites listed by Steve may only detect and not fix detected malware for free, though most will as I recall.

    Another way to see if you have the most common recent infection called 'Conficker' is to try the following 'Conficker Eye Chart' link.

    http://www.confickerworkinggroup.org/infection_test/cfeyechart.html

    Just read the 'How to interpret' sections further down the page for how to determine if Conficker is present.  Even if it's not Conficker, this will quickly identify whether multiple security sites are blocked, but not other non-security sites.  If the first row of images are all gone, but the second are all visible, you've probably got malware, though it might still be something other than Conficker that also blocks security sites.


    OneCareBear


    Windows OneCare Forum Moderator
    Wednesday, April 22, 2009 5:02 AM
    Moderator
  • The tech didn't try to find any malware; they wanted to attempt to see if there was anything wrong with the software first.  I've tried the OneCare address you listed above but (surprise!) the connection gets interupted.  I can't even access this forum from home.  Will any of the other websites you listed remove/quarantine suspected files if they find them?  Or will they ask me to buy their software first? :-)

    I haven't checked them in a while, but they should all be able to remove as well as scan for free.

    -steve
    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Wednesday, April 22, 2009 1:09 PM
    Moderator
  • Just FYI I fixed the problem on my own.  On a whim I reset my DSL modem and it has fixed everything.  I can't believe it was that simple!  A truly humbling moment.  Just for fun I tried the eye chart Bear mentioned above and it worked fine.  Sorry to waste everyone's time.
    Thursday, April 23, 2009 3:29 AM
  • I love it when the solution turns out to be quite easy. :-)
    Take care,
    -steve
    Microsoft MVP Windows Live / Windows Live OneCare & Live Mesh Forum Moderator
    Thursday, April 23, 2009 1:00 PM
    Moderator