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Justin
Justin, Network Administrator/Not Limited
Category: Computer
Satisfied Customers: 2551
Experience:  Network Specialist Degree, A+/Net+ Certs, 10 years Contract IT/Network Administration
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Why are my downloads being blocked

Customer Question

Why are my downloads being blocked?
Submitted: 3 years ago.
Category: Computer
Expert:  Cris replied 3 years ago.

ITTechQ&A :

Hello, Thank you for contacting JA, I am Cris and will assist you with your question.

Customer:

Thanks, Chris

ITTechQ&A :

Hi, what exactly happens when you try to download?

Customer:

All downloads are being blocked since July 26th last month. Worked prior to that date

ITTechQ&A :

OK, first thing is let's run a virus scan using some free effective tools. Many times a virus will block downloads.

Let's boot the PC into safe mode with networking.

ITTechQ&A :

Restart the PC and once the PC turns back on and you see the PC log (Acer, Dell, HP, etc...) start pressing the F8 key repeatedly the advanced options screen will appear.

Customer:

No accept of Active X controls appear. Separate window opens and closes immediately and then nothing happens, nor does the download appear in the download folder

Customer:

When I reboot, I'll lose communication with you, right?

ITTechQ&A :

Let's try something else instead first.

Customer:

OK

ITTechQ&A :

Are you logged into the PC with the issue?

Customer:

Yes

ITTechQ&A :

OK, let's reset IE, do you have another web browser installed on the PC?

Customer:

Yes, I have Chrome. I have already reset IE a number of times

ITTechQ&A :

OK, let's then restart the PC into safe mode with will give you instructions and how to get back to chat session.

Customer:

You want me to restart PC in safe mode right now?

ITTechQ&A :

Save this page to your favorites/bookmarks, so you can easily get back to the site. When you reach the site click on login (top right) and use the email you created the JustAnswer account with. Once you are logged in click on “my questions” to get back to our conversation.

Restart the PC and once the PC turns back on and you see the PC log (Acer, Dell, HP, etc...) start pressing the F8 keyrepeatedly the advanced options screen will appear. Using the keyboard scroll up to safe mode with networking and hit enter.

When you reach your desktop come back to the chat session.

Customer:

Hold on a second, as I'm using chrome right now and want to switch to IE to save this bookmark

ITTechQ&A :

Sure

Customer:

Can't seem to log into justanswer in IE??

Customer:

Cris, trying to bring this page up on IE and it's not coming up???

ITTechQ&A :

when you go to log in enter the email used to create the justanswer account. If you don't know the password XXXXX on forgot password XXXXX it will be sent to your email.

Customer:

I got logged in, but it acts like I'm asking a new question

ITTechQ&A :

click on "my questions" up top.

Customer:

Says I haven't asked any questions

ITTechQ&A :

Do you see my questions up top?

Customer:

You haven't asked any questions yet. Ask a question and talk to an Expert now. I clicked on it it says: "

ITTechQ&A :

Did you log in with the email you created when asking this question?

Customer:

I believe so. Let me log out and then back in

Customer:

OK, got logged in on IE, but the chat screen is blank

ITTechQ&A :

You have to give it a sec to retrieve the log.

Customer:

OK, giving it a sec

Customer:

Nothing yet

ITTechQ&A :

refresh page

Customer:

I did 2 times

ITTechQ&A :

Are you accessing from chrome or IE?

Customer:

Trying to access through IE so that I can save the link to you

Customer:

Should I just save the link, exit, close IE and then restart computer in safe mode anyway?

ITTechQ&A :

Yes, when you come back log in through Chrome.

Customer:

OK, will try that

Customer:

Bye for now and hope to get you back

Customer:

OK. Back in safe mode

Customer:

I'm still on Chrome

ITTechQ&A :

Great, open Chrome and go to www.ninite.com when you reach the site locate ccleaner and malwarebytes from the list and put check marks on them.

Scroll to the bottom and click "get installer" then run the installer. The site will download and install the 2 programs.

Customer:

Looks like it's downloading, but don't see anything happening

ITTechQ&A :

Once you download the file you need to run the setup. You will then see a ninite window installing the 2 programs.

Customer:

This is the problem. My computer won't download anything

ITTechQ&A :

Not even through Chrome?

Customer:

Not through Chrome or IE

ITTechQ&A :

OK, it definitively sounds virus related issue.

Customer:

Oh no, not that!

ITTechQ&A :

Do you have another PC you can download programs and move to the PC with issue.

Customer:

Yes, there is another PC in the next room, but it is my husband's and you don't mess with husband's business PC

Customer:

I can download a file onto a removable device

Customer:

Sandisk

ITTechQ&A :

Yes that is fine.

Customer:

You want me to go to ninite.com and download that program?

Customer:

It will take a few minutes and then I'll come back here with it

ITTechQ&A :

No

ITTechQ&A :

You have to do it differently.

ITTechQ&A :

You will need to go to download.com and in the search box find ccleaner and download to flash drive then download malwarebytes and download to flash drive.

Customer:

Did cc cleaner to sandisk drive, now still need malwarebytes?

ITTechQ&A :

Did you go to download.com

ITTechQ&A :

?

Customer:

Yes, now have both cc cleaner and malwarebytes on the flash drive

Customer:

Which do you want me to run?

ITTechQ&A :

First do ccleaner this will clean up all the junk/temp files on your PC and help with scan time.

ITTechQ&A :

Install the program. When done open it and click on "Run Cleaner".

Customer:

OK, I'll be back after running that, or if I have any questions

ITTechQ&A :

OK let me know when your done with ccleaner.

Customer:

It ran a summary, but didn't see the ccleaner?

ITTechQ&A :

Did you open the program and click on "Run Cleaner?

Customer:

I opened it and thought I ran cleaner. but it ran a summary. Should I close it and re-open to run it?

Customer:

All it does is open and immediately start scanning the computer and showing a summary

ITTechQ&A :

ccleaner?

ITTechQ&A :

Are you sure you downloaded the correct program?

ITTechQ&A :

If you like log into the chat session on the PC you are downloading the programs. I will send you the direct links for download.

Customer:

Don't want to go back to other PC, as it is not mine

Customer:

Let me dry running the other program on the sandisk

ITTechQ&A :

OK try and install malwarebytes. We can still run a virus scan however it will take longer. Install if prompted to update database click Yes. If asked to purchase decline. Then start a quick scan.

Customer:

It's call tuneup 360??

Customer:

I thought I downloaded cc cleaner

Customer:

Let me do the malwarebytes

Customer:

This one says: ARO 2011

ITTechQ&A :

No they are not the correct programs.

Customer:

You gotta be kidding me!!

Customer:

Now, husband is on his computer so I don't have access

ITTechQ&A :

The ones you downloaded are not correct.

Customer:

So, what do I do now?

ITTechQ&A :

No other PC?

ITTechQ&A :

Laptop?

Customer:

No sir

Customer:

Most people don't even have 2

Customer:

Is there sometime this afternoon that I can come back to you?

ITTechQ&A :

OK, we will need those programs to scan your PC. Your issue very much sounds virus related. That is what a virus does block you from downloading so you don't install programs to remove it.

Customer:

How do I get back to you this afternoon and what time?

ITTechQ&A :

Yes I am usually on throughout the day till about 4:30pm eastern time.

Customer:

Do I just sign in and click on "my questions"?

ITTechQ&A :

Correct, send me a message here I am notified via email will get back to you as soon as I can.

ITTechQ&A :

If you like I will give you the links here and you can then download it on the other PC.

Customer:

It should be around 2:30 Central time, 3:30 your time. I think I have the links you gave me, but to be sure, just give me the links again please

ITTechQ&A :

Sure

ITTechQ&A :

Use the following link to download Ccleaner onto your flash drive. When you reach the site click on "Download Now"

Click here>>>Ccleaner Download

Customer:

Got it

ITTechQ&A :

Do the same for MalwareBytes

Click here>>>MalwareBytes Download

ITTechQ&A :

Talk to you later!

Customer:

Thanks, XXXXX XXXXX later!

Customer:

Cris, something I noticed that might be of some help before we go further. Downloads work fine when I'm running this computer in "Safe" mode

Customer:

I'm early, Cris!

ITTechQ&A :

Hi, yes you are! no problem.

ITTechQ&A :

Are you chatting from the PC with the issue?

Customer:

Yes, I am

ITTechQ&A :

OK, have you already downloaded the programs yet?

Customer:

They are downloaded on my flash drive. However, the Malwarebytes one file name is: ARO2011.tbt. Is that the correct one?

ITTechQ&A :

Let me give you a link to see if we can directly download them on the PC.

ITTechQ&A :

Use the link provided below, when you reach the site click on “Download Installer” then click “Run”. The site will download and install the 2 programs for you


Click here>>>>Installer


 

Customer:

I'm using Chrome as my browser. Does that matter?

ITTechQ&A :

No it shouldn't when you click on the link save the download then Run it.

Customer:

OK

Customer:

Just finished installing

ITTechQ&A :

OK, great.

You should now have ccleaner icon on your desktop. Open the program and click Run Cleaner.

Customer:

When I accept the "run" it warns that it will delete files. Is that ok?

ITTechQ&A :

Yes that is fine. These are temp/junk files on the PC.

Customer:

OK

Customer:

It wants me to close Chrome to continue, but then I'll lose you right?

ITTechQ&A :

Yes close it out then open it when your done.

Customer:

OK

Customer:

It finished running the cleaner

ITTechQ&A :

OK, now open malwarebytes and click yes for update database. Then you will get another message to purchase decline. Then run a quick scan. Let me know when the scan is running.

Customer:

This file says it is ARO2011, not malwarebytes, but it is the program that was downloaded from where you directed me. Is that the one?

ITTechQ&A :

You don't have malwarebytes as a icon?

Customer:

The option on the screen is "fix errors". No Malware Bytes icon, just one that says "Check PC for Errors"

ITTechQ&A :

OK, you have a virus which is blocking the install of malwarebytes.

ITTechQ&A :

Let's try something

You are using windows 7?

Customer:

Yes, using Win 7

Customer:

I can use the hubby's computer right now...he's gone

ITTechQ&A :

Click on the windows logo and in the search box type in msconfig and hit enter the system config box will appear.

Customer:

OK, I get system configuration box

ITTechQ&A :

Click on the start up tab remove all the check marks from here click OK and you will be prompted to restart. Please do so. Return into the chat session in safe mode with networking.

Customer:

OK, I'm back in "Safe" mode

ITTechQ&A :

Use the link again to download malwarebytes again.

Customer:

I downloaded again and am getting a message: Malwarebytes skipped uptodate

ITTechQ&A :

OK, then you must have the malwarebytes icon on your desktop. It is a Red icon with a white M

Customer:

Tried it again and now I have the Malwarebytes icon on the desktop

Customer:

It's there now

ITTechQ&A :


OK, now open malwarebytes and click yes for update database. Then you will get another message to purchase decline. Then run a quick scan. Let me know when the scan is running.




 

Customer:

The quick scan is now running

Customer:

It just opened a window in notepad

Customer:

Do you want me to copy/paste the results here?

ITTechQ&A :

Were there any infected objects found?

Customer:

Nothing found in any areas

Customer:

"No malicious items detected" is in all areas

Customer:

Funny thing is that I can download and open files when I'm in "Safe" mode

ITTechQ&A :

OK, let's reboot normally and see if with the few changes we made the downloads will work. Boot up normally.

Customer:

ok

Customer:

Bye for now

Customer:

Ok, back after reboot to normal mode

Customer:

Tried to download Firefox and not getting any download once again

Customer:

Do activeX controls under tools>safety have anything to do with this problem?

ITTechQ&A :

It can have you changed anything there?

Customer:

Not on purpose. Should there be a checkmark next to ActiveX filtering?

ITTechQ&A :

No

Customer:

There is nothing checked next to ActiveX filtering

Customer:

I can't even view downloads from the Tools menu in IE9. It doesn't come up[

ITTechQ&A :

Please give me a min to research.

Customer:

I can do that

ITTechQ&A :

Are you using antivirus software?

Customer:

Yes. McAfee that came with the computer. Computer is new as of June 1 this year

ITTechQ&A :

OK, do you have a McAfee icon near your clock?

Customer:

Yes

ITTechQ&A :

Can you right click on it and disable it.

Customer:

You mean turn off both firewall and scan?

ITTechQ&A :

Yes

Customer:

No option there to disable the whole program

Customer:

OK, both are now turned off

ITTechQ&A :

Try and download now.

Customer:

Nothing happens

Customer:

Download page on Firefox just stays there

ITTechQ&A :

OK, at this point I am out of ideas what can be blocking the downloads.

Customer:

I'm sorry to hear that

Customer:

I've been working on this problem for a month and my profession was as an IT professional, but stumped

ITTechQ&A :

I will opt out at this point and open the question to other experts. Which may be able to further assist you.

Customer:

Something that doesn't load in "Safe" mode is presenting a problem in regular mode.

Customer:

Can you email me when and if anyone has an answer?

ITTechQ&A :

Correct, I though it would have been the virus software blocking the downloads.

ITTechQ&A :

You will be notified via email by the next expert.

Customer:

I already suspected that and disabled at one time

Customer:

Thank you, Chris. In the meantime, I'll do a little more online research

Customer:

OOPS, Cris

ITTechQ&A :

Your welcome. no problem

Customer:

I'll await an email or check this page at times

Customer:

I'm not going to hit "Accept" for now as the problem isn't solved, right?

Expert:  Justin replied 3 years ago.
Lot of troubleshooting here.

Mcafee looks like the culprit at this juncture, disabling it rarely does anything, you'll need to uninstall it.

Start > control panel > programs.

Remove all traces of Mcafee (we can reinstall it later). Its shocking how often virus scanners cause damage to a system given that their intent is to prevent.

After doing this, restart.

If the ability to download hasn't returned (test it in IE first) do another reset on IE. If still no dice, follow this guide I've created and attempt it again.

https://docs.google.com/document/d/1vGG5zEp6suqfxuyWwkXcPGP5_aiLJuNaBx1ZHT7R1Fw/edit?hl=en_US

This will root out any possible download accelerators that may be taking over the download process which would be my next guess if uninstalling Mcafee didn't resolve the issue.
Customer: replied 3 years ago.

I didn't uninstall McAfee, I just disabled the firewall and scans

 

Expert:  Justin replied 3 years ago.
Right, I'm telling you uninstall mcafee. That's the next steps.

And also follow the guide I posted.

It works in safe mode, it means a program running or service is blocking the download.

Generally its the virus scan, disabling them literally does nothing most of the time, they're still running.

Please do both steps and let me know the results. I will repost what I wrote again.

Start > control panel > programs.

Remove all traces of Mcafee (we can reinstall it later). Its shocking how often virus scanners cause damage to a system given that their intent is to prevent.

After doing this, restart.

If the ability to download hasn't returned (test it in IE first) do another reset on IE. If still no dice, follow this guide I've created and attempt it again.

https://docs.google.com/document/d/1vGG5zEp6suqfxuyWwkXcPGP5_aiLJuNaBx1ZHT7R1Fw/edit?hl=en_US
Customer: replied 3 years ago.

OK, am printing out your document. Will uninstall McAfee. But, it came on the computer and I don't have an installation disk for McAfee.

 

I will follow your document and instructions

 

Expert:  Justin replied 3 years ago.
Mcafee is garbage anyway (i'm not exaggerating), its pretty much a toss up of Norton or Mcafee which is more useless and damaging to your system.

If this resolves the issue let me know and I'll give you some decent virus protection to replace it.
Customer: replied 3 years ago.

I'll be switching to AVG, anyway. What do you think?

 

Expert:  Justin replied 3 years ago.
Avast or AVG is fine.

AVG is poor on older systems due to its sheer size. Avast is lightweight.

Go to test the steps! Can discuss antivirus after haha.
Customer: replied 3 years ago.

OK, ran through the msconfig steps. Now do you want me to restart as it says or to uninstall McAfee first?\

 

Expert:  Justin replied 3 years ago.
You should have done them in order.

Uninstall mcafee. Restart, test downloads.

Then if it doesn't work, msconfig, restart, then test downloads.

Mcafee needs to be removed regardless though. Please slow down your pace with the steps, they're written in order for a reason.

Customer: replied 3 years ago.

Uninstalled McAfee, restarted, tested downloads, didn't work. Then, did msconfig as directed, restarted and downloads still don't work. Trying to download Firefox

 

Expert:  Justin replied 3 years ago.
Double check the msconfig step. Be sure all items are unchecked properly, including the services tab (where you hide microsoft services first).

If they're still checked, it didn't work and you'll need to apply it again.

If mcafee is still listed anywhere it didn't uninstall cleanly.

Lastly, did you perform the FULL reset on internet explorer?

The proper way to do is start > all programs > accessories > RUn.

Type inetcpl.cpl and hit enter.

Click the advanced tab, click restore advanced settings, click reset, check the box, click reset again.

This has to be done with all browser windows closed.
Customer: replied 3 years ago.

I'm printing out all of your answers so that I do everything IN ORDER. I just have to keep restarting, finding your email and opening it again in between

 

Expert:  Justin replied 3 years ago.
I'd like to add a step.

Uninstall java via control panel.

You'll see it in the list.

Restart.

If its not working after the above steps + this one, we may have to initiate a remote session.
Customer: replied 3 years ago.

Not seeing any difference. I'm trying to download Firefox and it doesn't start. I have no trouble downloading when in "Safe" mode. I don't see any trace of McAfee running anywhere.

 

Expert:  Justin replied 3 years ago.
Alright, let's start a remote.

Follow my instructions.

If you're unable to get the remote to even download or load, restart into safe mode with networking and come to justanswer and start the remove process from there.

Please do not click Accept until I have resolved the issue.

|

I will present you with a link to click. Click Run Remote Desktop. It should say “Joining Session” and then you will be prompted to Run/Continue/Allow, select any of them. Your antivirus may pop up and you’ll need to allow as well. When done correctly, it should say Ready to Connect on the bottom right.

|

If it does not, try the process again (click the link again). And during Joining Session “Click to try another option” and a file download should begin. RUN that file, or Save it, then Run it. Its important that you click Allow/continue/run to any Prompts.

|

Click the link below to begin:



http://67.192.95.188:8040/guest.aspx?Session=ea992ab5-65a9-447e-9f3e-f86ef2042956&SUPPORT=NET
Customer: replied 3 years ago.

OK. Will restart, then come back to justanswer in "Safe Mode" to download remote

Expert:  Justin replied 3 years ago.
Will be standing by
Customer: replied 3 years ago.

I"m back. So now you want me to click on the above link and download?

 

Expert:  Justin replied 3 years ago.
Yes, follow the steps above.
Expert:  Justin replied 3 years ago.
I got locked out.

Restart your computer.

Go to start, control panel. Select programs. In the upper right, select "turn windows features on or off"

Checkbox internet explorer 8.

Click ok
l
Wait for it to finish

Restart


Start internet explorer, see if its functional now. Let me know the results.

I believe I got rid of the infection, and also booted myself off haha.

Be sure to test downloads
Customer: replied 3 years ago.
Printing off your instructions now
Expert:  Justin replied 3 years ago.
Not a problem, I'm still here.

Like I said, pretty sure I got the virus. But then I got booted. The last steps are easy.

Chrome may need to be uninstalled and reinstalled, but let's get IE flowing first.

Customer: replied 3 years ago.
IE works and allows a download, saves it and then I can open it. As far as getting rid of the virus....good job. Getting booted off...not so much
Expert:  Justin replied 3 years ago.
Lol thanks.

You've seen how fast I bump around, once in awhile you click the wrong thing and you're knocked off /sigh.

What about chrome?

I think it may need to be uninstalled/reinstalled.
Customer: replied 3 years ago.

I'm accessing Chrome right now and seems to work fine, but haven't tried a download in Chrome

 

Expert:  Justin replied 3 years ago.
If it downloads now, then chrome is good to go.

And then your last step, if you want it, is to download Internet Explorer 9.

But I'll tell you the same thing I tell all users. IE is garbage. If you like viruses, and slow browsing speeds, stick to IE9.

Chrome's the fastest by far.

I personally feel Firefox is the best nowadays, a nice in between and find it more secure than Chrome (some will argue). Firefox has received a massive overhaul this year and I highly recommend it.

As for a virus scan software, AVG or www.avast.com
Customer: replied 3 years ago.

I've always liked Firefox, but couldn't download after this happened. Hubby is using Avast, I think. I won't reload McAfee. Had trouble before with it and now this.

 

When I accept answer, how much will this whole thing cost me?

 

Expert:  Justin replied 3 years ago.
The total you initially decided the question was (I believe it was set at 38$'s).

I don't see any of the billing information though, just a technician. How it works the value never exceeds the question value unless you increase it yourself or add a tip/bonus after the accept.

If you still have questions concerns regarding billing I can have a CSR contact you. And thanks.
Justin, Network Administrator/Not Limited
Category: Computer
Satisfied Customers: 2551
Experience: Network Specialist Degree, A+/Net+ Certs, 10 years Contract IT/Network Administration
Justin and 9 other Computer Specialists are ready to help you
Expert:  Justin replied 3 years ago.
Thank you, you can still reply to me on this question if you run into any trouble.

www.justanswer.com and click My Questions at the top. I'm not always here but I'll always respond the moment I can.

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Justin
Justin
Network Administrator
1792 Satisfied Customers
Network Specialist Degree, A+/Net+ Certs, 10 years Contract IT/Network Administration