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Kudos0

Can't Uninstall "Driver Support" Program - au_.exe

Posted: 17-Nov-2014 | 5:14PM · 14 Replies ·

I downloaded “Driver Support” By mistake.. When I try to uninstall it Norton blocks and removes a file called “au_.exe “ generated when I run the uninstaller.

Then the uninstall will not complete. Somehow the au_.exe is tied to uninstalling the "Driver Support" program.

Should I disable Norton, uninstall the program and then activate Norton and run a scan to deal with "au_exe"? How can i uninstall this program?

Replies

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 17-Nov-2014 | 5:23PM · Permalink

http://www.shouldiremoveit.com/Driver-Support-103904-program.aspx
http://www.driversupport.com/home/uninstall
http://www.bleepingcomputer.com/forums/t/461598/possible-infected-with-au-exe/
From what I can find... looks like it will not go quietly.   Have you considered RevoUnistaller

Please try another full scan with your Norton product + on-demand scans with MBAM free (link is external)  If no joy

Time to visit one of the free Malware Removal Forums recommended by the Community
https://community.norton.com/forums/malware-removal-forum-recommendations
I'm reluctant to advise disable Norton as it appears Norton is trying to protect you from AU_.exe
Please be advised that comments on this issue are provided by a user.  Not a malware expert.
Lets see what others have to say.....
EDIT: Just found this ~ Please read <link>

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 19-Nov-2014 | 4:43AM · Permalink

I've tried everything I can think of
1. Revco Uninstaller did not work. Same result as system uninstall. (Norton Download Insight blocked au_.exe and stopped the uninstall)
2. Tried a system search to find au_.exe and got no results. Seems I should be able to locate it if it is on th machine.
3. Tried an uninstall with on Internet connection (offline) in case it was being downloaded each time I tried to uninstall. Same results, fail.

4. A full scan finds nothing.

* I have come to the conclusion this issue might be with Norton Download Insight since. I don't know what else to try except maybe disabling norton Download Insight and try the uninstall again. Any sugguestions??

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 19-Nov-2014 | 4:58AM · Permalink

Driver Support is definitely malware / scam.  Please see three top links here

Visit one of the free Malware Removal Forums recommended by the Community
https://community.norton.com/forums/malware-removal-forum-recommendations
Pick one Forum and read and understand and follow their instructions.  The Forums are busy.  Please be patient and follow all instructions carefully and do not seek help from another Forum once you have registered and started a Thread at the Forum you choose.
Did you read this as posted above.  If no joy.  Please seek help from one of the Malware Removal Forums
EDIT: Do not act on this http://www.driversupport.com/home/uninstall (link is external) WOT report here

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 19-Nov-2014 | 6:26AM · Permalink

I think I will try Norton Support Chat

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 19-Nov-2014 | 6:33AM · Permalink

Chris S:

I think I will try Norton Support Chat

Sounds like a plan....please let us know how you make out
Good Luck!  Chat with Norton Support

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 20-Nov-2014 | 10:41AM · Permalink

Chris S & bjm_,

My name is Kyle and I am a Support Specialist with Driver Support and can assure you this problem has nothing to do with our software.  After researching the au_.exe it looks as though the problem is an issue with various toolbars and/or plugins which may have been installed via some other process, not through Driver Support.  As you indicated in one of your replies, this could also be a Norton issue. It sounds like there is some confusion and maybe a case of mistaken identity as to who or what software may be causing issues on your PC.

I would like to reply on behalf of the company, Driver Support, that we provide a safe and accurate avenue for users to view what drivers are outdated in their computers.  It takes out the hassle of going to each and every manufacturer website and trying to find exactly what driver is needed to get your computer devices updated.  If you read the WOT report that bjm_ provided above, you will see our responses to all issues listed on the website.

Our uninstall page is 100% accurate and safe.  We put no restrictions on users uninstalling our software nor do we try to impede the process per Microsoft and Google software policies.

We are a Microsoft Partner; Gold Application Development. We follow all of Microsoft’s strict software quality standards.  We have Truste’s Trusted Download certification which assures our customers that we honor their privacy while adhering to strict application behavior standards.  We are also validated on Google, Mcafee, and Symantec via their websafe standards. You can see much more detail here on our Driver Support Software Principles page.  This page has links to all the verifications you may need.
http://www.driversupport.com/home/softwareprinciples

All that said we are here to support you and our software.  If you would like to reach out via email or phone we would be happy to try to help figure out the issues with that exe you mentioned above and also if you are indeed having issues uninstalling for some reason.

If you do have any questions please contact us support@driversupport.com or give our office a call at 512-373-3518. 

Sincerely,

Kyle (Customer Support Specialist)

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 20-Nov-2014 | 10:53AM · Permalink

DriverSupport-Kyle:

Sincerely,

Kyle (Customer Support Specialist)

Appreciate, your time and interest re members issue.  Apology, if web information is false.

So, what explains the WOT rating.... someone, seems to feel contrary re your policies. 
fwiw ~  I run WOT

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 20-Nov-2014 | 11:59AM · Permalink

Absolutely, I’m here to help. 

As for the WOT, you are looking at claims of 9 user reviews (3 of which are positive).  Driver Support gets upwards of 100k installs per day and when you have that kind of volume the variables are endless, and some users may interpret things that we just can’t account for.   We're in the process of working with hpHosts to see what the issues are to get cleared, which is part of why the rating is low.  You can view this here http://puu.sh/cYIkM/e71fe26734.png, along with the Truste and Symantec trust seals. 

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 21-Nov-2014 | 12:32AM · Permalink

Hi Chris S,
Leave the driversupport comments.
To check why Norton flagged the uninstall file (which is said to be auto generated), can you please help us with what does Norton says when deleting or removing the file au.exe?
You may go to the 'Recent History' option from the right click menu from tray notification area Norton icon > view Recent History.
From the new window, check for au_.exe or simply enter the term in search box and hit enter.
Now click on any of the detection related to your problem, click ' more details' link or double click on the entry and click 'copy to clipboard' .
Now paste it in your next reply or use a text document to paste that content and attach it to next reply.

Please keep us intouch with this.

regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 21-Nov-2014 | 7:03AM · Permalink

Here is a screen shot of the uninstall that triggers Norton Insight and a file of the history

File Attachment: 
PDF icon History
PDF icon Uninstall Trigger
Kudos1 Stats

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 21-Nov-2014 | 8:39AM · Permalink

Hi,
System specs:
OS: Win 8.1
Norton product : N360
Threat data observed : WS Reputation 1 detected by download insight

You can turn off the realtime shields while carrying out the uninstallation as Norton flagged it due to very low reputation rating and autogenerated exe.
To turn off protection temporarily, right click on tray notification area icon > disable auto protect > choose a time frame (preferably 15 minutes )
reenable the protection after uninstalling using revo uninstaller
To hide those ini and db files, open my pc (win key + e ) > organise > Folder and search options > view tab > change the radio button under section ' hidden files and folders ' to 'dont show'
or
click 'view' tab from ribbon menu > uncheck the box hidden items


FYI: I asked you to export the details using the steps provided. I need to get the system path and sha hash value. So, kindly please adhere to what we request you to do and ask if in doubt. Next time while posting, please include your system specs as well as your Norton product details.
Hope it helps.
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 21-Nov-2014 | 9:18AM · Permalink

Thank you so much for you help. that resolved my issues and thanks for the tip on the hidden files. I will keep out lat communication so if i should need to use the forum in the future I will follow your instructions.

Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 21-Nov-2014 | 9:24AM · Permalink

Happy to hear your issue got solved.
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: Can't Uninstall "Driver Support" Program - au_.exe

Posted: 21-Nov-2014 | 10:03AM · Permalink

Did you solve another one....geez!    I'll have to Kudos ya'

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