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"OneCare couldn't turn on virus and spyware monitoring." RRS feed

  • Question

  • I can't turn on the antivirus protection.  When I hit the TURN ON button, it says Windows OneCare cannot change your virus and spyware protection settings at this time.

     

    Ok - I've gone through the knowledge base article.  I've tried stopping/starting winss, the boot repair program, the AntiMalwareRepair program - everything that is suggested.

     

    I went to McAfee's website and got an additional uninstall / clean up tool and ran it.

     

    I uninstalled and reinstalled OneCare - nothing has worked so far!  If anyone can help me out it would be much appreciated.  I included the support log below (I asterisked out a couple of things, wasnt sure if it was neccesary or not).

     

    Here is the support log that OneCare created - cut and paste:

     

     

    7/2/2008 5:26 PM   Version: 2.5.2900.03
    Machine Name: *****
    Machine ID: *****

    Operating System: Microsoft Windows XP Service Pack 2 (5.1.2600) x86
    User Type: Paid subscription
    Status: At risk
    Action Items: Turn on virus and spyware monitoring (At risk)
    OneCare couldn't start the Virus and spyware protection service. This may indicate a problem that puts this PC's files at risk. (At risk)
    Silo ID: *****

    Next Tune-up time: 7/3/2008 1:00 AM
    Last Tune-up time: 7/2/2008 5:08 PM
    Last successful Tune-up time: Not yet performed
    Update Subscription: Microsoft Updates


    7/2/2008 5:26 PM   Internal firewall status: On
    Reported firewall status: On
    Firewall Version: Definition = 1.2.32.119, Engine = 2.0.1650.0
    Automatic changes to firewall protection level: On
    Applications:
     Internet C:\Program Files\Opera\opera.exe 9.50.10063.0 Opera Internet Browser

    Port Rules:
     Subnet Inbound Remote Desktop - from local network (subnet) Enabled: True Ports: 3389-3389 Tcp
     Internet Inbound Remote Desktop - from subnet and Internet Enabled: False Ports: 3389-3389 Tcp
     Internet Inbound Remote Assistance Enabled: False Ports: 3389-3389 Tcp
     Subnet Both File and Printer Sharing - for local network (subnet) Enabled: True Ports: 137-138 Udp
     Subnet Both File and Printer Sharing - for local network (subnet) Enabled: True Ports: 139-139 Tcp
     Subnet Both File and Printer Sharing - for local network (subnet) Enabled: True Ports: 445-445 Tcp
     Internet Both File and Printer Sharing - for subnet and Internet Enabled: False Ports: 137-138 Udp
     Internet Both File and Printer Sharing - for subnet and Internet Enabled: False Ports: 139-139 Tcp
     Internet Both File and Printer Sharing - for subnet and Internet Enabled: False Ports: 445-445 Tcp
     Internet Inbound Xbox 360 and Media Center Extenders Enabled: False Ports: 3390-3390 Tcp
     Internet Inbound Xbox 360 and Media Center Extenders Enabled: False Ports: 1900-1900 Udp
     Internet Inbound Xbox 360 and Media Center Extenders Enabled: False Ports: 2177-2177 Both
     Internet Inbound Xbox 360 and Media Center Extenders Enabled: False Ports: 10244-10244 Tcp
     Internet Outbound Xbox 360 and Media Center Extenders Enabled: False Ports: 10244-10244 Tcp
     Internet Inbound Network Discovery Enabled: True Ports: 1900-1900 Udp
     Internet Inbound Network Discovery Enabled: True Ports: 3702-3702 Udp
     Internet Inbound Network Discovery Enabled: True Ports: 5357-5358 Tcp
     Internet Inbound Network Discovery Enabled: True Ports: 2869-2869 Tcp
     Internet Inbound Network Discovery Enabled: True Ports: 137-138 Udp
     Internet Inbound Network Discovery Enabled: True Ports: 5355-5355 Udp
     Internet Outbound Network Discovery Enabled: True Ports: 5357-5358 Tcp
     Internet Outbound Network Discovery Enabled: True Ports: 137-138 Udp
     Internet Both Virtual private network (IPsec or PPTP) Enabled: False Ports: 500-500 Udp
     Internet Outbound Virtual private network (IPsec or PPTP) Enabled: False Ports: 4500-4500 Udp
     Internet Outbound Virtual private network (IPsec or PPTP) Enabled: False Ports: 1701-1701 Udp
     Internet Outbound Virtual private network (IPsec or PPTP) Enabled: False Ports: 62515-62515 Udp
     Internet Outbound Virtual private network (IPsec or PPTP) Enabled: False Ports: 1723-1723 Tcp
     Internet Outbound Virtual private network (IPsec or PPTP) Enabled: False Ports: 10000-10000 Tcp
     Subnet Inbound ActiveSync/Windows Mobile Device Center Enabled: False Ports: 990-990 Tcp
     Subnet Inbound ActiveSync/Windows Mobile Device Center Enabled: False Ports: 5679-5679 Tcp
     Subnet Inbound ActiveSync/Windows Mobile Device Center Enabled: False Ports: 5721-5721 Tcp
     Subnet Inbound ActiveSync/Windows Mobile Device Center Enabled: False Ports: 999-999 Tcp
     Subnet Inbound ActiveSync/Windows Mobile Device Center Enabled: False Ports: 26675-26675 Tcp
     Subnet Outbound ActiveSync/Windows Mobile Device Center Enabled: False Ports: 5679-5679 Udp
     Internet Outbound Kerberos security protocol Enabled: False Ports: 88-88 Udp
     Internet Outbound Kerberos security protocol Enabled: False Ports: 749-751 Udp
     Internet Outbound Kerberos security protocol Enabled: False Ports: 464-464 Udp
     Internet Outbound Kerberos security protocol Enabled: False Ports: 88-88 Tcp
     Internet Both IP Security Protocol (IPsec) Enabled: False Ports: 500-500 Udp
     Internet Both IP Security Protocol (IPsec) Enabled: False Ports: 4500-4500 Udp
     Subnet Both Internet Connection Sharing (ICS) Enabled: False Ports: 53-53 Both
     Internet Both Internet Connection Sharing (ICS) Enabled: False Ports: 67-67 Udp
     Subnet Both Internet Connection Sharing (ICS) Enabled: False Ports: 68-68 Udp
     Internet Inbound Xbox 360 and Network Media Players Enabled: True Ports: 2869-2869 Tcp
     Internet Inbound Xbox 360 and Network Media Players Enabled: True Ports: 1900-1900 Udp
     Internet Inbound Xbox 360 and Network Media Players Enabled: True Ports: 2177-2177 Both
     Internet Inbound Xbox 360 and Network Media Players Enabled: True Ports: 10243-10243 Tcp
     Internet Outbound Xbox 360 and Network Media Players Enabled: True Ports: 10243-10243 Tcp

    Protocol Rules:
     Internet Outbound ICMP Outbound Enabled: True Protocol: 1
     Internet Inbound ICMPv4 Inbound Enabled: False Protocol: 1
     Internet Both ICMPv6 Inbound Enabled: True Protocol: 58
     Internet Inbound ICMPv6 Inbound Enabled: True Protocol: 58
     Internet Both Streaming Video/Audio (IGMP) Enabled: False Protocol: 2
     Internet Both Pragmatic General Multicast Protocol (PGM) Enabled: False Protocol: 113
     Internet Both Virtual private network (IPsec or PPTP) Enabled: False Protocol: 47
     Internet Both Virtual private network (IPsec or PPTP) Enabled: False Protocol: 50
     Internet Both Virtual private network (IPsec or PPTP) Enabled: False Protocol: 51
     Internet Both Virtual private network (IPsec or PPTP) Enabled: False Protocol: 58

    Firewall Policy to Automatically Manage Program Access Enabled: True
    Detailed Logging Enabled: False
    Firewall Notification Enabled: True


    7/2/2008 5:26 PM  Client diagnostic data:Router supported: False
    Device library version: -


    Wireless connection active: False
    Windows Zero Configuration service running: False


    7/2/2008 5:26 PM   Security Settings Protection Status
    Phishing Filter in Internet Explorer 7: 


    7/2/2008 5:26 PM  

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    Virus and spyware protection

      No information available.

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    Backup

      No information available.

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    Advisories

      No information available.

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    Firewall

    7/2/2008 5:26:19 PM  The Firewall's on state has been changed to Normal.

    7/2/2008 5:23:29 PM  The Firewall's on state has been changed to Normal.

    7/2/2008 5:21:11 PM  The Firewall's on state has been changed to Normal.

    7/2/2008 5:10:46 PM  The Firewall's on state has been changed to Normal.

    7/2/2008 5:09:28 PM   Application:

     Full Path: C:\Program Files\Opera\opera.exe
     Application Name: opera.exe
     Product Name: Opera Internet Browser
     Product Description: Opera Internet Browser
     Version: 9.50.10063.0
     Company: Opera Software
     Publisher: 
     Is Signed: False
     Type: Catalog
     List: Internet
     Origin: Prompt
     Hash: 9A9053BF3D9EDDD352B275758C3EE4C55363607A
     'UPDATED' in policy:


    7/2/2008 5:08:17 PM  The Firewall's on state has been changed to Normal.

    7/2/2008 5:07:08 PM  The Firewall's on state has been changed to Restricted.

    7/2/2008 5:07:05 PM  Firewall policy 'WinSSFW' successfully updated to version '1.2.32.119'.

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    Performance Plus

    7/2/2008 5:08 PM   A Tune-up finished
    Tune-up Items Run: Disk Cleanup
    Disk Defragmentation
    Tune-up Items Not Run: Virus and spyware scanning
    Backup Scan
    Microsoft Updates Check


    7/2/2008 5:08 PM   Disk Defragmentation Start Time: 7/2/2008 5:08:31 PM
    Disk Defragmentation End Time: 7/2/2008 5:08:36 PM
    C: This task was cancelled by the user.
    F: This task was cancelled by the user.


    7/2/2008 5:08 PM   Disk Cleanup Start Time: 7/2/2008 5:08:31 PM
    Disk Cleanup End Time: 7/2/2008 5:08:31 PM
    Disk Cleanup did not complete.
    Tune-up is not set to perform this task for you.
    Last Cleanup Handler: 


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    Miscellaneous

    7/2/2008 5:26 PM  Update message succeeded. Windows Live OneCare Update Service.

    7/2/2008 5:26 PM  Successfully Renewed Monitor Cert for User Owner

    7/2/2008 5:26 PM  Acquired Port 63331 for Lan communication

    7/2/2008 5:23 PM  Update message succeeded. Windows Live OneCare Update Service.

    7/2/2008 5:23 PM  Successfully Renewed Monitor Cert for User Owner

    7/2/2008 5:23 PM  Acquired Port 63331 for Lan communication

    7/2/2008 5:21 PM  Update message succeeded. Windows Live OneCare Update Service.

    7/2/2008 5:21 PM  Successfully Renewed Monitor Cert for User Owner

    7/2/2008 5:21 PM  Acquired Port 63331 for Lan communication

    7/2/2008 5:11 PM  Update message succeeded. Windows Live OneCare Update Service.

    7/2/2008 5:11 PM  Update message succeeded. Windows Live OneCare Update Service.

    7/2/2008 5:10 PM  Successfully Renewed Monitor Cert for User Owner

    7/2/2008 5:10 PM  Acquired Port 63331 for Lan communication

    7/2/2008 5:08 PM  User Owner elevated to Monitor Mode Successfully

    7/2/2008 5:08 PM  Mpc Init Succeeded. Partition Number for the client : 5

    7/2/2008 5:08 PM  Mpc Init Scheduled to download Partition Number

    7/2/2008 5:08 PM  Provisioning Complete Notification Sent to MpcManager.

    7/2/2008 5:08 PM  Client provisioning was successful.

    7/2/2008 5:08 PM  Checking for paid registration succeeded with return PaidAddMachine.

    7/2/2008 5:08 PM  Scheduling a provisioning attempt at Wednesday, July 02, 2008 5:08:02 PM. The total number of retries so far is 0.

    7/2/2008 5:08 PM  Acquired Port 63331 for Lan communication

    7/2/2008 5:08 PM  Client entitlement level has changed.

    7/2/2008 5:08 PM  The client servicing configuration was updated.

    7/2/2008 5:08 PM  The client user configuration was updated.

    7/2/2008 5:07 PM  Provisioning Complete Notification Sent to MpcManager.

    7/2/2008 5:07 PM  Client provisioning was successful.

    7/2/2008 5:07 PM  Scheduling a provisioning attempt at Wednesday, July 02, 2008 5:07:36 PM. The total number of retries so far is 0.

    7/2/2008 5:07 PM  Temporary entitlement completed successfully.

    7/2/2008 5:07 PM  Client entitlement level has changed.

    7/2/2008 5:07 PM  The client servicing configuration was updated.

    7/2/2008 5:07 PM  The client user configuration was updated.

    7/2/2008 5:07 PM  Starting a temporary entitlement phase II attempt.

    7/2/2008 5:07 PM  Starting a temporary entitlement phase I attempt.

    7/2/2008 5:07 PM  Checking for paid registration failed with code 0x80070002.

    Wednesday, July 2, 2008 10:54 PM

Answers

All replies

  • If you didn't use the cleanup tool before reinstalling One Care I would give it a try. Uninstall One Care, run the install cleanup tool - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=828910&SiteID=2 then reinstall One Care. Since it appears you tried all of the available solutions I suggest contacting support to resolve the issue. How to reach support - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    Thursday, July 3, 2008 12:41 AM
    Moderator
  • I can't get mine on, either. This just started today, and we have no idea why. Our One Care icon is red, and the program says the virus protection is out of date, but I have no clue how to update it. Usually, this takes care of itself. It's gone red on all three of my machines.

     

    ** cheryl **

     

     

    Sunday, July 6, 2008 3:23 AM
  • I suggest running the repair tool - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1695761&SiteID=2 If the antivirus repair tool does not resolve the issue please contact support. How to reach support - http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2421771&SiteID=2

     

    Sunday, July 6, 2008 3:39 AM
    Moderator
  • I have been emailing back and forth with MS support on this issue.  None of the fixes he has provided for me have worked thus far - BUT - the latest thing he suggested that I do was install this update:

    WindowsXP-KB914882-x86-ENU.exe /overwriteoem

    When I ran the install for the update it *appeared* to install properly, but when I examined the log file for the updates installation it has all kinds of FAILS and ERRORS in it.  Normally, I would consider this a bad thing, however in this case it may mean that we've isolated the problem - so if he can figure out for me why that update won't install and I can get it properly installed, perhaps that will fix my problem with OneCare's antivirus not working.  Wish me luck lol.

    Sunday, July 6, 2008 6:13 AM
  •  Hunca2 wrote:

    I can't get mine on, either. This just started today, and we have no idea why. Our One Care icon is red, and the program says the virus protection is out of date, but I have no clue how to update it. Usually, this takes care of itself. It's gone red on all three of my machines.

     

    ** cheryl **

     

     

    Information to help troubleshoot and resolve update problems -

    http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1286736&SiteID=2

     

    -steve

    Tuesday, July 8, 2008 4:22 PM
    Moderator