• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Very confused as to what has happened

I'll keep it short and simple. While playing a full screen game, I tried the Windows Screenshot tool (Win+Alt+PrntScrn). After finishing the gaming session, in the notifications tab to the side, it allowed me to view the screenshot. I clicked on the notification, and it was loading, but only allowed me to view and edit the screenshot via signing in with an Xbox Live account, which I was not going to do. I looked for the screenshot, and found it in a capture gallery. Before I shut down the computer, I scanned my device with the Norton Full System Scan and the Power Eraser tool, like always (absolute fanatic about my security). The Full system scan came in clean, but the Power Eraser brought up three files to my attention. The other two were a little complex, but one I remember was WinStore.Preview.dll. I discovered that there were forums on different websites stating that these were either malware, or critical to running the Windows Store App. The cloud scan on these yielded no results. So, I removed them, but then I got the message that I wasn't allowed to because of my restore point service being deactivated.. so after researching this, I opened the menu that allowed me to change it, but I didn't see the option to turn off what was disabling my Restore Point services.. so, I closed that out, and tried to remove them again, which it somehow did successfully. And noting that two of the files contained "WinApp" and "WinStore" respectively, I tried to open up the Windows store, to see if it still worked.. which, it did not. It lingered for a few seconds each time, and then crashed. Not really sure what has happened, but I'd love an answer. (This has happened on another device)

Replies

Kudos0

Re: Very confused as to what has happened

Looks like you removed two legitimate files keeping those apps from starting. Restore them using this guide.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.239 / N360 Deluxe 22.17.3.50 / Norton Core v.282 on Android 2.00
Kudos1 Stats

Re: Very confused as to what has happened

...The Full system scan came in clean, but the Power Eraser brought up three files to my attention...And noting that two of the files contained "WinApp" and "WinStore" respectively, I tried to open up the Windows store, to see if it still worked.. which, it did not. It lingered for a few seconds each time, and then crashed....

Hi PremiumNortonUser:

The support article Restore a Fix to Undo a Previous Repair Session of Norton Power Eraser also has instructions on how restore files or registry keys incorrectly removed by the Norton Power Eraser (NPE).  You might be able to recover WinStore.Preview.dll and other file / registry keys removed by the NPE and get the Windows Store working again. The NPE scan log should include a list of files / registry keys removed during the repair session - see View Norton Power Eraser Scan Logs.

The NPE is a very aggressive scanner that was designed to be used as a rescue tool in emergency situations when your operating system becomes unstable or you believe you have deeply embedded malware that cannot be detected by a standard antivirus / anti-malware scan.  The NPE is prone to false positive detections and can sometimes remove important system files (see Larry_A's thread Ran NPE and Now Computer Won't Boot to Windows for one example), and users in this forum generally advise against using this tool for routine scanning.  From the main Norton Power Eraser Tutorials page:

"Norton Power Eraser uses aggressive methods to detect threats, and there is a risk that it can select some legitimate programs for removal. You should carefully review the scan results page before removing files."

Instead of the NPE, I'd suggest using the free Malwarebytes scanner for running second-opinion scans to look for malware and PUPs (potentially unwanted programs like browser hijackers, adware, etc.) that might have been missed by a Norton Full System scan.  See BevStra's thread MyWay Search for hints on using Malwarebytes, including instructions on how to disable the 14-day trial of the Premium real-time protection features and use Malwarebytes as a free on-demand scanner.

...The other two were a little complex, but one I remember was WinStore.Preview.dll. I discovered that there were forums on different websites stating that these were either malware, or critical to running the Windows Store App....

If a malware scanner detects a suspicious file on your system and you suspect that it might be a false positive detection, you can sometimes decline the removal and upload the file for a second-opinion scan at VirusTotal.com where it will scan the digital signature (the file's unique SHA-256 or MD-5 hash) with ~ 70 different antivirus scan engines (e.g., Bitdefender, Kaspersky, McAfee, Symantec/Norton, etc.).  A VirusTotal rating of 1/67, for example, would mean that only 1 of 67 antivirus scan engines flagged your file as suspicious / malicious.  If the file has already been quarantined / removed from your system you can usually find the SHA-256 hash of the file in the scan log and then search VirusTotal.com for the SHA-256 hash without submitting the actual file.  See <here> for instructions on how to find the SHA-256 hash of a file quarantined by Norton Security.
----------
32-bit Vista Home Premium SP2 * Firefox ESR v52.8.0 * NS v22.14.0.54 * Malwarebytes v3.5.1

This thread is closed from further comment. Please visit the forum to start a new thread.