hp chat suuport window wont go away

[RatFace74]

earlier this morning, i recieved hp chat suuport help. since then, i rebooted. upon rebooting, the hp chat support window has manifested itself on my desktop and will pop back up six seconds after closing it every time. 

[IT_WinSec]

Hello @RatFace74

Welcome to the HP Support forum. Thank you for posting !

Try restarting again (Restart the PC, do not shut down and then start it again)

Does it say something like "Log Me In" ?

Does it go away even after another restart ?

If it doesn't ,download  Autoruns (from Microsoft) from this URL => http://live.sysinternals.com/autoruns.exe

Information about the product => http://technet.microsoft.com/en-us/sysinternals/bb963902.aspx

- Save the file on your Desktop

- Run Microsoft Autoruns  with Administrator rights (right click -> Run as Administrator).

Agree with the standard license agreement from Microsoft.

- Once Autoruns is started, it will need some seconds (could be a minute) to gather the snapshot, wait for it.

Once it is ready, you will see the word Ready in the lower left side.

• Click on Options

Make sure that only the following are selected:

• Hide Empty Locations
• Hide Windows Entries

- Click on  Rescan button  or  click on File -> Refresh to rescan the system.

It will need some seconds (could be a minute) to gather the snapshot, wait for it.

Once it is ready, you will see the word Ready in the lower left side.

- Finally, click on File -> Save

Save the snapshot on the desktop in .TXT file

Open the newly created TXT log file.

Mark and Select all of the text (e.g. CTR+A), copy it and

visit http://pastebin.com/  to paste it there

Create new paste and give me the URL to see the log file.

Looking forward to your reply.

[RatFace74]

it did not go away, so here's the url:

https://pastebin.com/7GKtmVV0

[IT_WinSec · Accepted solution]

Hi again,

Thank you for providing the log file. I checked it and found the "problem".

In order to remove the HP Contact program, please do the following:

1. Start Autoruns with admin rights just like you did before

2. Wait for the scan to complete

3. When the scan has completed, go to  (click on)  "Task Scheduler" tab

4. Find this line (entrie) :

 "LMIRescue_f92bd67b-e2e9-526f-a3e0-ef9d85f79af8"    "LogMeIn Rescue"    "LogMeIn, Inc."    "c:\program files (x86)\hewlett-packard\hp support framework\resources\contact\callingcard_srv.exe"

and uncheck it - make sure there is no tick/checkmark next to it

5. Do not perform other changes and just close Autoruns

6. Restart the computer

Does this help and solves your issue ?

[IT_WinSec]

Aside from the initial question of yours, I found you have McAfee installed on your computer. I strongly recommend you get rid of it because there are other security products which are faster, lighter and more efficent against malware and attacks. By removing McAfee you will benefit from a faster PC and from a more protected one.

You can continue using the built-in Windows Firewall and Windows Defender, or install some other AV/firewall of your choice.

To remove McAfee you can:

1. Click on Start

2. Type Control Panel

3. Find and open "Programs and features"

4. Find McAfee and uninstall it

5. Restart the PC

6. Download and run the McAfee MCPR removal tool to complete the removal of leftovers and stubborn McAfee things >> http://us.mcafee.com/apps/supporttools/mcpr/mcpr.asp

Hope this helps

[RatFace74]

i apologize for the delayed response, i guess i just didnt feel it was enough of a priority to get back immediately. i have opened autoruns as you said, however for some reason i am not seeing the things you say i should find under task scheduler. so then what?

[IT_WinSec]

Hello,

Please, restart your computer.

After that start again Autoruns and please, carefully look around, you should find it exactly where I posted.

If you are unable to, please take several screenshots of what you see and attach them back here. Here is how to take a screenshot (picture of your screen) >> https://www.take-a-screenshot.org/windows.html

[RatFace74]

i did not find it where you were telling me it was. however when i went looking in other tabs just to check, i actually found it in the next tab, not the task scheduler. i did what you said and it has stopped bothering me. however, ill still show you the screenshots because it was not where you said it would be. 

[IT_WinSec]

Thank you for your update. I am glad you managed to find and remove it.

Cheers!