Unable to re-install Chrome after uninstalling on Windows 10 |
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Issue description<b>Chrome Version : <Copy from: 'about:version'></b> URLs (if applicable) : PT Forum threads: https://goo.gl/XzoxRg https://goo.gl/4BUhhC https://goo.gl/DHM98b https://goo.gl/YT9Wic EN Forum threads: https://goo.gl/TdhydT https://goo.gl/WV3Lxo https://goo.gl/G65vfr https://goo.gl/rqWh31 What steps will reproduce the problem? (1)Completely uninstall Chrome (2)Try to re-install it (3)Observe that the installation setup doesn't open (or opens and closes) What is the expected result? To be able to re-install Chrome What happens instead? User cannot re-install Chrome Please provide any additional information below. Attach a screenshot if possible. Since May 12, we have been receiving complains from users for not being able to re-install Chrome on their Windows 10 device, after uninstalling it. Troubleshooting steps tested: - Cleaning all Chrome related files with external tools (i.e.: iobit and revo uninstaller); - Installing Chrome offline; - Installing Beta; - Installing Canary; - Installing in safe mode. One of the users has shared a log on the Forum thread: https://goo.gl/WV3Lxo
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May 17 2017
Add this Post in Spanish Forum: https://productforums.google.com/forum/?utm_medium=email&utm_source=footer#!msg/chrome-es/mVvDs2wULY0/Wct6BSn0AwAJ https://productforums.google.com/forum/?utm_medium=email&utm_source=footer#!msg/chrome-es/r4V3vSgYME0/Iex5HtzzAwAJ https://productforums.google.com/forum/?utm_medium=email&utm_source=footer#!msg/chrome-es/IicU_9wGvzA/EBamYiXwAwAJ https://productforums.google.com/forum/?utm_medium=email&utm_source=footer#!msg/chrome-es/eLkiKCAGn3k/ple9qxjtAwAJ https://productforums.google.com/forum/?utm_medium=email&utm_source=footer#!msg/chrome-es/WhR3Wtiza1Q/-Z4YxUHjAwAJ https://productforums.google.com/forum/?utm_medium=email&utm_source=footer#!msg/chrome-es/KTaoFQm3zRM/B9XRflZFBAAJ https://productforums.google.com/forum/?utm_medium=email&utm_source=footer#!msg/chrome-es/FScTmZXm5TM/jvZEfIo8BAAJ
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May 17 2017
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May 17 2017
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May 17 2017
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May 17 2017
+Omaha team members and TPM Can you help us take a look at these reports? Are there any additional logs we can collect?
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May 17 2017
The same problem exists in the Turkish Google Product Forum. https://productforums.google.com/forum/#!topic/google-yardim-forumu/-nhXTXe7MnA https://productforums.google.com/forum/#!topic/google-yardim-forumu/PUpOVnawm10 https://productforums.google.com/forum/#!topic/google-yardim-forumu/b5XBaZgXCR8
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May 17 2017
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May 17 2017
Sorin, can you redirect? I ganesh@ is looped in already.
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May 17 2017
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May 17 2017
If possible can we get these logs from users please : Omaha log : C:\programdata\google\update\log Chrome Installer log : C:\Users\<username>\AppData\Local\Temp\chrome_installer
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May 17 2017
I tried the following after installing Chrome on a fresh Windows 10 x64 machine: * Uninstall Chrome. Reinstalling works fine. * Manually delete the Google folder. Reinstalling works fine. * Use Revo Uninstaller to uninstall Chrome, and delete all subsequent entries that Revo found. Reinstalling works fine. * Use MalwareBytes to scan the machine, then uninstall Chrome. Reinstalling works fine. This is mostly international users that started reporting this starting May 12. And malware is a common theme in many of the reports. I wonder if this issue has something to do with WannaCry, which started happening around May 12 as well.
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May 17 2017
Melody, can we ask users to give us a ProcMon log? Here are the steps: * Download ChromeSetup.exe. Do not run it yet. * Install ProcMon from https://technet.microsoft.com/en-us/sysinternals/processmonitor.aspx. * Run ProcMon. * Run ChromeSetup.exe. * Stop capturing events in ProcMon by switching to ProcMon and hitting Ctrl+E. * Ctrl+S in ProcMon to save the ProcMon log. * Send us the procmon log.
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May 17 2017
I've just tried to repro a few ways on my Win10 Creator's Update machine; no dice. Thinking maybe it was related to a non-EN locale, I tried the FR installer -- still worked fine. The next step if we can't get reliable repro steps would be to get Omaha and Chrome logs and/or the ProcMon log as above.
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May 17 2017
ProcMon is our best bet at this point. The Omaha installer is likely bailing out early (hence the no UI), and the Chrome installer does not get a chance to run.
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May 17 2017
I am suggesting the ProcMon Log in Spanish Forum : https://goo.gl/4DTR2U , When I get an answer I'll come back
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May 17 2017
Could be related to the Big Farm Virus: http://www.tomsguide.com/answers/id-3411812/weird-virus-malware-rid.html "Basically what it does is install Chrome and Firefox even though I already have both in a different directory, and it slows my PC to a crawl." and later: "I think I managed to somehow erase the virus by using Malwarebytes Anti-Rootkit but I cant install google chrome anymore...."
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May 17 2017
And another fellow apparently has a workaround: "I had this problem too and maybe i get rid of it. First of all, delete the folders of the FAKE Firefox and Chrome. Then i uninstalled the REAL Firefox and Chrome. -After i go to the APPDATA folder (Windows key + R -> %APPDATA%), in the folders Local and Roaming i find some files and folders relate to the malwares, like the folder firefox (not Mozilla Firefox), Bagsarah and such. -On the Folder 'AppData/Local' i cleaned the Folder Temp. -After all this i executed 'services.msc' (Windows key + R -> services.msc) and find the entry for 'InstallService/firefoxDL' and 'Update Service/firefoxU' (these are the little scumbags that act like the firefox updater to install all the other garbage), then double clicked and deactivate. -I also run regedit and using the find tool, search and delete all 'firefoxU'(look out to don't delete any firefoxURL) and 'firefoxDL' entry. -Reboot and reinstalled the Firefox and/or Chrome. Maybe this will help."
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May 17 2017
Hi, An user sent a ProcMon Log in This Post: https://productforums.google.com/d/msg/chrome-es/IicU_9wGvzA/TfXVn5s6BAAJ (Answer with Google Drive Link) , Check this please.
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May 17 2017
I do not see anything useful in that log. Did the user try to run ChromeSetup.exe? ChromeSetup.exe does not show up in the log at all.
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May 17 2017
Ok. 3 user's sent a ProcMon Log now, check post: https://productforums.google.com/d/msg/chrome-es/IicU_9wGvzA/TfXVn5s6BAAJ , "Jonathan Olarte" , "Julian Laurenzano" and "Eloy Garcia(Log updated)"
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May 18 2017
Ok, this appears due to a malware infection. Users need to find and delete this key: HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\GoogleUpdate.exe\Debugger More details to follow...
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May 18 2017
I got a few hits for IFEO\GoogleUpdate.exe: [Debugger] 324095823984.exe, here is the most relevant forum thread: Malware like MIO.exe, WinSnare, Negerle, BIT.exe, as well as fake Chrome. - Virus, Trojan, Spyware, and Malware Removal Logs https://www.bleepingcomputer.com/forums/t/646806/malware-like-mioexe-winsnare-negerle-bitexe-as-well-as-fake-chrome/
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May 18 2017
+ a couple of others FYI, it looks like some malware is using Image File Execution Options to disable Google Update and (by extension) Chrome installs. Some ideas: Could we please ask users to delete the following key and then try running ChromeSetup.exe?: HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options\GoogleUpdate.exe If not, a reasonable suggestion (without endorsing FRST necessarily) would be to have these folks run the Farbar Recovery Scan Tool as per the instructions here: https://www.bleepingcomputer.com/forums/t/646377/virus-that-keeps-coming-back-installs-firefox-redirects-home-page-etc/
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May 18 2017
Hi, the users deleted the key and chromesetup.exe was successfully run! It works , Thank's !
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May 18 2017
Good to hear that. Please have the users unshare the log files. Thank you!
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May 19 2017
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May 19 2017
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Comment 1 by davidwagner@chromium.org
, May 16 2017