Skip to main content
A
Anonymous
February 15, 2011
Answered

Flash Player Install Completes; Videos say I need to upgrade my Flash Player.

  • February 15, 2011
  • 4 replies
  • 5374 views

Greetings all,

    We have a client who Is getting an error on YouTube that he needs to upgrade Flash player to watch this video.  Running through an install of Flash player, both from the Adobe Download Manager, and the manual download, completes without error. Looking in the program list in Control Panel shows it as being installed, but videos still won't play. Looking in Manage Add-on's in IE does not show any mention of Flash Player as being there.

   - Windows 7 64bit

   - I verified that I'm using the 32bit IE

   - Manual Uninstall / Reinstall of Flash Player says it completes, but doesn't help

   - Uninstall / Reinstall of JAVA doesn't help

   - Resetting Internet settings in the Internet Options window doesn't help

   - Verified ActiveX settings as not blocked

   - Disabled Trend Micro, didn't help

   - System was recently infected, was cleaned with Spybot / MalwareBytes / Spyware Blaster. Uninstalled all three, didn't help

   - Installed old Flash version, version 9. That installer also said it completed sucessfully, but also doesn't work.

I am out of ideas at this point.  Any help appreciated.

    This topic has been closed for replies.
    Correct answer

    Hi, Following is the procedure that has been helpful to many users with the Malware issue.

    First download and SAVE the FP Uninstaller to your Desktop:

    http://kb2.adobe.com/cps/141/tn_14157.html 

    Next go to this Archived site http://kb2.adobe.com/cps/142/tn_14266.html     Download the Flash Player 9.0.280 21.8 MB to your Desktop. This is a zipfile.

    Look for and extract: Internet Explorer flashplayer9r280_winax.exe and put it on your Desktop.  (1.46 MB)
    Download the FP Installer for IE and SAVE to your Desktop:(latest version)
      http://fpdownload.macromedia.com/get/flashplayer/current/install_flash _player_ax.exe

    Once you have those on your Desktop, Using the Administrator Account, you will CLOSE all browser windows.
    Disable ALL Anti-Virus Programs & Firewall if it is other than Windows Firewall
    Look in your system tray(area near the clock) for any instant messengers, aol, yahoo, etc and Disable them.
    Run the Uninstaller and when it is finished, Reboot(restart) your computer.
    Check and make sure ALL Anti-Virus & Firewall(if needed to be)are still Disabled.
    Run the Installer for vs 9 and when finished, Reboot your computer
    Test your browser here and you should be able to see the Flash logo animation(spin) and the version of Flash Player should be listed.
    http://www.adobe.com/software/flash/about/ It should be vs 9
    Now you will run the Uninstaller again to Uninstall vs 9, when finished, Reboot your computer
    Check again to make sure the Anti-Virus/Firewall are still Disabled.
    Run the Installer for vs 10.2.152.26 and when finished, Reboot your computer.
    Then test your browser and you should have vs 10.2.152.26 now Installed. If you can see the Flash logo animation(spin) then most likely you have Shockwave Flash Object in the IE addons, so check that.
    You will want to Print these instructions out to make it easier to follow.

    Let me know if you have any questions.

    I should mention not to try using the links directly from any email, they have an issue.

    Thanks,

    eidnolb

    4 replies

    T
    tajr2
    Participant
    February 26, 2011

    please get the word out that the kill bit is a major problem and can be solved in two minutes if eidnolb's instructions are followed.

    A
    Anonymous
    Correct answer
    February 15, 2011

    Hi, Following is the procedure that has been helpful to many users with the Malware issue.

    First download and SAVE the FP Uninstaller to your Desktop:

    http://kb2.adobe.com/cps/141/tn_14157.html 

    Next go to this Archived site http://kb2.adobe.com/cps/142/tn_14266.html     Download the Flash Player 9.0.280 21.8 MB to your Desktop. This is a zipfile.

    Look for and extract: Internet Explorer flashplayer9r280_winax.exe and put it on your Desktop.  (1.46 MB)
    Download the FP Installer for IE and SAVE to your Desktop:(latest version)
      http://fpdownload.macromedia.com/get/flashplayer/current/install_flash _player_ax.exe

    Once you have those on your Desktop, Using the Administrator Account, you will CLOSE all browser windows.
    Disable ALL Anti-Virus Programs & Firewall if it is other than Windows Firewall
    Look in your system tray(area near the clock) for any instant messengers, aol, yahoo, etc and Disable them.
    Run the Uninstaller and when it is finished, Reboot(restart) your computer.
    Check and make sure ALL Anti-Virus & Firewall(if needed to be)are still Disabled.
    Run the Installer for vs 9 and when finished, Reboot your computer
    Test your browser here and you should be able to see the Flash logo animation(spin) and the version of Flash Player should be listed.
    http://www.adobe.com/software/flash/about/ It should be vs 9
    Now you will run the Uninstaller again to Uninstall vs 9, when finished, Reboot your computer
    Check again to make sure the Anti-Virus/Firewall are still Disabled.
    Run the Installer for vs 10.2.152.26 and when finished, Reboot your computer.
    Then test your browser and you should have vs 10.2.152.26 now Installed. If you can see the Flash logo animation(spin) then most likely you have Shockwave Flash Object in the IE addons, so check that.
    You will want to Print these instructions out to make it easier to follow.

    Let me know if you have any questions.

    I should mention not to try using the links directly from any email, they have an issue.

    Thanks,

    eidnolb

    A
    Anonymous
    February 15, 2011

    Well, I'm not entirely sure how this specific sequence of uninstalls and

    reinstalls differs from what I'd already tried.

    But following the exact sequence that you laid out did indeed resolve the problem. Many thanks.

    A
    Anonymous
    February 15, 2011

    Hi Westlake, Perhaps a step was overlooked in the process. I've posted this so many times that I finally made a script and then adjust it.

    You are right tho, it has to be followed exactly. Glad you did and were able to solve the problem.

    Thanks also for marking your thread as answered. I encourage that since it helps others that are searching. They may not know exactly of this procedure, but they know they have an issue. I've gotten feedback on that so I know it helps.

    Regards,

    eidnolb

    P
    phecky
    Participating Frequently
    February 15, 2011

    It's a registry entry problem.  Try the kill-bit instructions noted by edinob posted link.  It worked for me.  It requires editing the registry so follow instructions carefully and back up the registry so you can at least restore it to working order in case things go awry.  The specific D-Word entry for active X in IE gets hosed by the malware inffection thus requiring an edit that doesn't get fixed during the AV scan.  Good AV scanners are not designed to mess with reg entries and in fact should normally not be mucking around in there.  The Windows registry is critical component for proper OS functioning.  Fortunately Windows restore can often be used to fix registry faults if a user is not profecient in manually editing it.  You can try a restore first if you want rather than the kill-bit edit, however, I've seen malware also cause this procedure to fail because it wipes out older saved registry data thus preventing a user from using an earlier restore point.  Performing a Windows Restore is typically not a problem though so don't panic if it still doesn't correct the problem.

    A
    Anonymous
    February 15, 2011

    Hi phecky, You are correct about the Kill-bit IF one is set. But just deleting it if it is there is not enough to correct the damage done in removing the Malware by the Anti-Virus programs.

    However, I'll disagree about using System Restore to remove a Virus/Malware. Not a good idea. Besides SR is for System files from my understanding. Then you would have to know where the Malware was. Microsoft says NO, do not use SR for a Virus/Malware infection.

    SR doesn't "fix" Registry entries either. All SR does is restore your system to what it was at a particular point in time.

    I know many users use SR for issues that it never was intended to be used for. I've never had to use it and don't recommend it for any reason. What an individual user wants to do with their system is entirely up to them, but to influence other less experienced users is not a good idea.

    I know you mean well and appreciate your contributions, but many users read the threads and follow certain suggestions but they may not be as knowledgeable as you or others.

    I do appreciate what you said about the Google Toolbar on that other thread:-)

    Thanks,

    eidnolb

    P
    phecky
    Participating Frequently
    February 15, 2011

    Yeah, I didn't mean to imply using sr to remove malware. I'd use it if the intent was to get the system working to a point one can begin to clean it with the proper tools.  I've had to do it, and it saved me from a total os re-install.

    A
    Anonymous
    February 15, 2011

    Hi, In IE, go to Tools, Manage Addons and look under "Show"(very light text) in all addons for Shockwave Flash Object. It must be there and Enabled.

    If it isn't, that is the problem.

    Then go to this site and confirm that the Kill-bit discussed is or is not there.

    http://forums.adobe.com/thread/782435?tstart=0

    The fact that there was an infection and removed causes an issue with Flash Player. There is a procedure to follow based on whether the Kill-bit is there or not.

    Also MBAM wouldn't cause an issue if it's the on demand that runs from the Desktop. However, depending on whether Spybot has an Anti-Virus component and or the SD helper(teatimer) and Spyware Blaster there may be a conflict.

    Which Security program advised that there was an infection? And which of the three mentioned Removed it?

    Thanks,

    eidnolb

    A
    Anonymous
    February 15, 2011

    Thanks for the replies,

       Under Manage Addons, show all addons, Shockwave ActiveX Control is present, but Shockwave Flash Object is not.

      In the Registry, the {D27... folder that is listed on the Kill-bit thread does not exist. There's a couple of D24's and a D25, then it jumps to D29.

      We never use the TeaTimer associated with SpyBot because we have seen problems with it in the past. In this case, the client was using Trend Micro, which did not prevent the infection of the computer. No program "advised" of the infection, the random popups and fake antivirus spamming spoke for itself.  The problem was removed with a combination of ESET NOD32, Spybot, and MalwareBytes, all of which found and removed a number of malicious items.

      In response to Phecky, I am a veteren tech so maunal registry editing isn't a problem. However, I can't remove an entry that isn't there. Is the entry in a different location in Windows 7 vs XP?

    A
    Anonymous
    February 15, 2011

    Hello WestlakeTech, With the Shockwave Flash Object not Installed is the problem. Good to know that the Kill-bit wasn't set.

    Ok, so the malware was removed, which is good. I always question why wasn't it prevented? LOL I thot that is what the AV's were for:-) I use MSE(Microsoft Security Essentials), free and no browser addons to conflict.

    I used Avast at one time and the first time it issued an audible Virus/Trojan warning it scared me! Now that AV is worth it and I only had the Free Home version. One of the warnings came from just going to a particular site, not clicking anything within the site, just the fact that I used a particular URL. The only reason I switched is because it was heavier on resources for my older PC.

    The Registry Key for the Kill-bit for the ActiveX Control for Flash Player is the same for all Windows editions.

    What I would recommend is to follow the procedure that I've been using for going on almost 4 weeks.

    I'll post it in the next message.

    Thanks,

    eidnolb

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices