Have internet connection/ can't get on internet

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Have internet connection/ can't get on internet

Post by Vista on 9th April 2015, 9:18 pm

Hello,
My daughter has a mini HP laptop which has a connection to the internet but gives message "This page can not be displayed". It diagnosed the problem as being the Norton 360 Premier Edition not properly installed. Tried uninstalling it and it does nothing and does not go away.
Any help with this is appreciated!
Valerie

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Re: Have internet connection/ can't get on internet

Post by Superdave on 10th April 2015, 5:16 pm

Hello and welcome to GeekPolice.Net My name is Dave. I will be helping you out with your particular problem on your computer.

1. I will be working on your Malware issues. This may or may not solve other issues you have with your machine.
2. The fixes are specific to your problem and should only be used for this issue on this machine.
3. If you don't know or understand something, please don't hesitate to ask.
4. Please DO NOT run any other tools or scans while I am helping you.
5. It is important that you reply to this thread. Do not start a new topic.
6. Your security programs may give warnings for some of the tools I will ask you to use. Be assured, any links I give are safe.
7. Absence of symptoms does not mean that everything is clear.

If you can't access the internet with your infected computer you will have to download and transfer any programs to the computer you're using now and transfer them to the infected computer with a CD-RW or a USB storage device. I prefer a CD because a storage device can get infected. If you use a storage device hold the shift key down while inserting the USB storage device for about 10 secs. You will also have to transfer the logs you receive back to the good computer using the same method until we can get the computer back on-line.
*************************************************************************
Uninstalling an antivirus or any other program should always be done through Add/Remove Programs or by using a free third party uninstaller like [You must be registered and logged in to see this link.] Select the 30 day trial one. Only use the below methods if the add/remove programs method fails.

Norton/Symantec Removal Tool - [You must be registered and logged in to see this link.]

**************************
Please download [You must be registered and logged in to see this link.] to Desktop and run it.



Checkmark the following boxes:

  • Flush DNS
  • Report IE Proxy Settings
  • Reset IE Proxy Settings
  • List content of Hosts
  • List IP Configuration
  • Lst Last 10 Event Viewer Errors
  • List Users, Partitions and Memory Size

Click Go and copy/paste the log (Result.txt) into your next post.

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Re: Have internet connection/ can't get on internet

Post by Superdave on 10th April 2015, 5:17 pm

duplicate post


Last edited by Superdave on 11th April 2015, 10:39 pm; edited 1 time in total

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Re: Have internet connection/ can't get on internet

Post by Superdave on 10th April 2015, 5:18 pm

[You must be registered and logged in to see this link.] wrote:
[You must be registered and logged in to see this link.] wrote:Hello and welcome to GeekPolice.Net My name is Dave. I will be helping you out with your particular problem on your computer.  

1. I will be working on your Malware issues. This may or may not solve other issues you have with your machine.
2. The fixes are specific to your problem and should only be used for this issue on this machine.
3. If you don't know or understand something, please don't hesitate to ask.
4. Please DO NOT run any other tools or scans while I am helping you.
5. It is important that you reply to this thread. Do not start a new topic.
6. Your security programs may give warnings for some of the tools I will ask you to use. Be assured, any links I give are safe.
7. Absence of symptoms does not mean that everything is clear.

If you can't access the internet with your infected computer you will have to download and transfer any programs to the computer you're using now and transfer them to the infected computer with a CD-RW or a USB storage device. I prefer a CD because a storage device can get infected. If you use a storage device hold the shift key down while inserting the USB storage device for about 10 secs. You will also have to transfer the logs you receive back to the good computer using the same method until we can get the computer back on-line.
*************************************************************************
Uninstalling an antivirus or any other program should always be done through Add/Remove Programs or by using a free third party uninstaller like [You must be registered and logged in to see this link.] Select the 30 day trial one. Only use the below methods if the add/remove programs method fails.
Please use the Norton Removal tool first.
Norton/Symantec Removal Tool - [You must be registered and logged in to see this link.]

**************************
Please download [You must be registered and logged in to see this link.] to Desktop and run it.



Checkmark the following boxes:

  • Flush DNS
  • Report IE Proxy Settings
  • Reset IE Proxy Settings
  • List content of Hosts
  • List IP Configuration
  • Lst Last 10 Event Viewer Errors
  • List Users, Partitions and Memory Size


Click Go and copy/paste the log (Result.txt) into your next post.

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Re: Have internet connection/ can't get on internet

Post by Vista on 11th April 2015, 10:00 pm

UPDATE: I am doing the removal now...


Dave,
Did a hard shut down and went to safe mode to get on internet. Before that went to uninstall programs and it said the program looks like it was uninstalled would I like to take Norton 360 off the list of programs... I said yes... bad move.
Now when I tried to use the Revo it was not there. Next went to the Norton Removal tool site and did not understand how to get the removal tool even though I typed in" Norton Removal tool" and error code 8504,104. Can you go to the download page for me and paste it to the email so I can get the right tool? Thanks!


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Re: Have internet connection/ can't get on internet

Post by Superdave on 11th April 2015, 10:39 pm

Typical Symantec. They've removed the removal tool. Please run the minitool box so I can see what's happening.

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Re: Have internet connection/ can't get on internet

Post by Vista on 11th April 2015, 10:49 pm

MiniToolBox by Farbar Version: 09-03-2015
Ran by Selena (administrator) on 11-04-2015 at 18:46:25
Running from "C:\Users\Selena\Downloads"
Microsoft Windows 7 Starter Service Pack 1 (X86)
Model: HP Mini 110-3100 Manufacturer: Hewlett-Packard
Boot Mode: Normal
***************************************************************************

========================= Flush DNS: ===================================

Windows IP Configuration

Successfully flushed the DNS Resolver Cache.

========================= IE Proxy Settings: ==============================

Proxy is not enabled.
No Proxy Server is set.

"Reset IE Proxy Settings": IE Proxy Settings were reset.
========================= Hosts content: =================================



========================= IP Configuration: ================================

Broadcom 4313 802.11b/g/n = Wireless Network Connection (Connected)
Realtek PCIe FE Family Controller = Local Area Connection (Media disconnected)


# ----------------------------------
# IPv4 Configuration
# ----------------------------------
pushd interface ipv4

reset
set global icmpredirects=enabled


popd
# End of IPv4 configuration



Windows IP Configuration

Host Name . . . . . . . . . . . . : Selena-HP
Primary Dns Suffix . . . . . . . :
Node Type . . . . . . . . . . . . : Hybrid
IP Routing Enabled. . . . . . . . : No
WINS Proxy Enabled. . . . . . . . : No
DNS Suffix Search List. . . . . . : home

Wireless LAN adapter Wireless Network Connection:

Connection-specific DNS Suffix . : home
Description . . . . . . . . . . . : Broadcom 4313 802.11b/g/n
Physical Address. . . . . . . . . : AC-81-12-21-5F-8E
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes
Link-local IPv6 Address . . . . . : fe80::d1b4:2e5a:be5e:4406%12(Preferred)
IPv4 Address. . . . . . . . . . . : 192.168.1.8(Preferred)
Subnet Mask . . . . . . . . . . . : 255.255.255.0
Lease Obtained. . . . . . . . . . : Saturday, April 11, 2015 6:41:47 PM
Lease Expires . . . . . . . . . . : Sunday, April 12, 2015 6:41:47 PM
Default Gateway . . . . . . . . . : 192.168.1.1
DHCP Server . . . . . . . . . . . : 192.168.1.1
DHCPv6 IAID . . . . . . . . . . . : 330072338
DHCPv6 Client DUID. . . . . . . . : 00-01-00-01-14-8F-38-37-68-B5-99-DC-AD-8A
DNS Servers . . . . . . . . . . . : 192.168.1.1
NetBIOS over Tcpip. . . . . . . . : Enabled

Ethernet adapter Local Area Connection:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : hsd1.nj.comcast.net.
Description . . . . . . . . . . . : Realtek PCIe FE Family Controller
Physical Address. . . . . . . . . : 68-B5-99-DC-AD-8A
DHCP Enabled. . . . . . . . . . . : Yes
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Local Area Connection* 12:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Microsoft 6to4 Adapter
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes

Tunnel adapter Teredo Tunneling Pseudo-Interface:

Connection-specific DNS Suffix . :
Description . . . . . . . . . . . : Teredo Tunneling Pseudo-Interface
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
IPv6 Address. . . . . . . . . . . : 2001:0:5ef5:79fb:4af:3322:3f57:fef7(Preferred)
Link-local IPv6 Address . . . . . : fe80::4af:3322:3f57:fef7%13(Preferred)
Default Gateway . . . . . . . . . : ::
NetBIOS over Tcpip. . . . . . . . : Disabled

Tunnel adapter isatap.home:

Media State . . . . . . . . . . . : Media disconnected
Connection-specific DNS Suffix . : home
Description . . . . . . . . . . . : Microsoft ISATAP Adapter #2
Physical Address. . . . . . . . . : 00-00-00-00-00-00-00-E0
DHCP Enabled. . . . . . . . . . . : No
Autoconfiguration Enabled . . . . : Yes
Server: Wireless_Broadband_Router.home
Address: 192.168.1.1

Name: google.com
Addresses: 2607:f8b0:4006:80e::200e
65.199.32.87
65.199.32.85
65.199.32.86
65.199.32.91
65.199.32.90
65.199.32.88
65.199.32.89
65.199.32.84


Pinging google.com [65.199.32.23] with 32 bytes of data:
Reply from 65.199.32.23: bytes=32 time=17ms TTL=59
Reply from 65.199.32.23: bytes=32 time=13ms TTL=59

Ping statistics for 65.199.32.23:
Packets: Sent = 2, Received = 2, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 13ms, Maximum = 17ms, Average = 15ms
Server: Wireless_Broadband_Router.home
Address: 192.168.1.1

Name: yahoo.com
Addresses: 98.138.253.109
98.139.183.24
206.190.36.45


Pinging yahoo.com [98.139.183.24] with 32 bytes of data:
Reply from 98.139.183.24: bytes=32 time=27ms TTL=53
Reply from 98.139.183.24: bytes=32 time=25ms TTL=53

Ping statistics for 98.139.183.24:
Packets: Sent = 2, Received = 2, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 25ms, Maximum = 27ms, Average = 26ms

Pinging 127.0.0.1 with 32 bytes of data:
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128
Reply from 127.0.0.1: bytes=32 time<1ms TTL=128

Ping statistics for 127.0.0.1:
Packets: Sent = 2, Received = 2, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms
===========================================================================
Interface List
12...ac 81 12 21 5f 8e ......Broadcom 4313 802.11b/g/n
10...68 b5 99 dc ad 8a ......Realtek PCIe FE Family Controller
1...........................Software Loopback Interface 1
11...00 00 00 00 00 00 00 e0 Microsoft 6to4 Adapter
13...00 00 00 00 00 00 00 e0 Teredo Tunneling Pseudo-Interface
15...00 00 00 00 00 00 00 e0 Microsoft ISATAP Adapter #2
===========================================================================

IPv4 Route Table
===========================================================================
Active Routes:
Network Destination Netmask Gateway Interface Metric
0.0.0.0 0.0.0.0 192.168.1.1 192.168.1.8 30
127.0.0.0 255.0.0.0 On-link 127.0.0.1 306
127.0.0.1 255.255.255.255 On-link 127.0.0.1 306
127.255.255.255 255.255.255.255 On-link 127.0.0.1 306
192.168.1.0 255.255.255.0 On-link 192.168.1.8 286
192.168.1.8 255.255.255.255 On-link 192.168.1.8 286
192.168.1.255 255.255.255.255 On-link 192.168.1.8 286
224.0.0.0 240.0.0.0 On-link 127.0.0.1 306
224.0.0.0 240.0.0.0 On-link 192.168.1.8 286
255.255.255.255 255.255.255.255 On-link 127.0.0.1 306
255.255.255.255 255.255.255.255 On-link 192.168.1.8 286
===========================================================================
Persistent Routes:
None

IPv6 Route Table
===========================================================================
Active Routes:
If Metric Network Destination Gateway
13 58 ::/0 On-link
1 306 ::1/128 On-link
13 58 2001::/32 On-link
13 306 2001:0:5ef5:79fb:4af:3322:3f57:fef7/128
On-link
12 286 fe80::/64 On-link
13 306 fe80::/64 On-link
13 306 fe80::4af:3322:3f57:fef7/128
On-link
12 286 fe80::d1b4:2e5a:be5e:4406/128
On-link
1 306 ff00::/8 On-link
13 306 ff00::/8 On-link
12 286 ff00::/8 On-link
===========================================================================
Persistent Routes:
None

========================= Event log errors: ===============================

Application errors:
==================
Error: (04/09/2015 03:50:48 PM) (Source: CVHSVC) (User: )
Description: Information only.
Error: Initialization failed 0x8007045b Type: 88::UnexpectedError.

Error: (04/09/2015 03:47:26 PM) (Source: Application Virtualization Client) (User: )
Description: {hap=13:app=Microsoft Word Starter 2010 9014006604090000:tid=74:usr=Selena}
The client was unable to connect to an Application Virtualization Server (rc 16001E0A-000001D1)

Error: (04/09/2015 03:47:26 PM) (Source: Application Virtualization Client) (User: )
Description: {hap=13:app=Microsoft Word Starter 2010 9014006604090000:tid=74:usr=Selena}
The Application Virtualization Client could not connect to stream URL 'http://c2r.microsoft.com/ConsumerC2R/en-us/14.0.4763.1000/ConsumerC2R.en-us_14.0.7122.5000.sft' (rc 16001E0A-000001D1, original rc 16001E0A-000001D1).

Error: (04/09/2015 03:47:22 PM) (Source: Application Virtualization Client) (User: )
Description: {hap=12:app=Microsoft Word Starter 2010 9014006604090000:tid=E3C:usr=Selena}
The client was unable to connect to an Application Virtualization Server (rc 16001E0A-000001D1)

Error: (04/09/2015 03:47:21 PM) (Source: Application Virtualization Client) (User: )
Description: {hap=12:app=Microsoft Word Starter 2010 9014006604090000:tid=E3C:usr=Selena}
The Application Virtualization Client could not connect to stream URL 'http://c2r.microsoft.com/ConsumerC2R/en-us/14.0.4763.1000/ConsumerC2R.en-us_14.0.7122.5000.sft' (rc 16001E0A-000001D1, original rc 16001E0A-000001D1).

Error: (04/09/2015 01:54:44 PM) (Source: Microsoft-Windows-CertificateServicesClient) (User: NT AUTHORITY)
Description: Certificate Services Client failed to invoke the Providers in response to event 256. Error code 2147942419.

Error: (04/09/2015 01:54:44 PM) (Source: Microsoft-Windows-CertificateServicesClient) (User: NT AUTHORITY)
Description: Certificate Services Client failed to load Provider pautoenr.dll. Error code 19.

Error: (04/09/2015 01:54:24 PM) (Source: System Restore) (User: )
Description: Failed to create restore point (Process = C:\Windows\servicing\TrustedInstaller.exe; Description = Windows Modules Installer; Error = 0x81000101).

Error: (03/30/2015 10:16:06 PM) (Source: System Restore) (User: )
Description: Failed to create restore point (Process = C:\Windows\system32\svchost.exe -k netsvcs; Description = Windows Update; Error = 0x81000101).

Error: (03/29/2015 08:51:14 PM) (Source: Microsoft-Windows-CertificateServicesClient) (User: NT AUTHORITY)
Description: Certificate Services Client failed to invoke the Providers in response to event 256. Error code 2147942419.


System errors:
=============
Error: (04/11/2015 06:40:54 PM) (Source: Service Control Manager) (User: )
Description: The following boot-start or system-start driver(s) failed to load:
cdrom

Error: (04/11/2015 06:35:16 PM) (Source: Service Control Manager) (User: )
Description: The following boot-start or system-start driver(s) failed to load:
cdrom

Error: (04/11/2015 06:34:01 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/11/2015 06:34:01 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/11/2015 06:32:09 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/11/2015 06:32:09 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/11/2015 06:30:03 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/11/2015 06:30:03 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/11/2015 06:29:23 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068

Error: (04/11/2015 06:29:23 PM) (Source: Service Control Manager) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error:
%%1068


Microsoft Office Sessions:
=========================
Error: (04/09/2015 03:50:48 PM) (Source: CVHSVC)(User: )
Description: Error: Initialization failed 0x8007045b Type: 88::UnexpectedError.

Error: (04/09/2015 03:47:26 PM) (Source: Application Virtualization Client)(User: )
Description: {hap=13:app=Microsoft Word Starter 2010 9014006604090000:tid=74:usr=Selena}
16001E0A-000001D1

Error: (04/09/2015 03:47:26 PM) (Source: Application Virtualization Client)(User: )
Description: {hap=13:app=Microsoft Word Starter 2010 9014006604090000:tid=74:usr=Selena}
[You must be registered and logged in to see this link.]

Error: (04/09/2015 03:47:22 PM) (Source: Application Virtualization Client)(User: )
Description: {hap=12:app=Microsoft Word Starter 2010 9014006604090000:tid=E3C:usr=Selena}
16001E0A-000001D1

Error: (04/09/2015 03:47:21 PM) (Source: Application Virtualization Client)(User: )
Description: {hap=12:app=Microsoft Word Starter 2010 9014006604090000:tid=E3C:usr=Selena}
[You must be registered and logged in to see this link.]

Error: (04/09/2015 01:54:44 PM) (Source: Microsoft-Windows-CertificateServicesClient)(User: NT AUTHORITY)
Description: 2562147942419

Error: (04/09/2015 01:54:44 PM) (Source: Microsoft-Windows-CertificateServicesClient)(User: NT AUTHORITY)
Description: pautoenr.dll19

Error: (04/09/2015 01:54:24 PM) (Source: System Restore)(User: )
Description: C:\Windows\servicing\TrustedInstaller.exeWindows Modules Installer0x81000101

Error: (03/30/2015 10:16:06 PM) (Source: System Restore)(User: )
Description: C:\Windows\system32\svchost.exe -k netsvcsWindows Update0x81000101

Error: (03/29/2015 08:51:14 PM) (Source: Microsoft-Windows-CertificateServicesClient)(User: NT AUTHORITY)
Description: 2562147942419


========================= Memory info: ===================================

Percentage of memory in use: 73%
Total physical RAM: 1011.9 MB
Available physical RAM: 264.09 MB
Total Pagefile: 2035.9 MB
Available Pagefile: 725.62 MB
Total Virtual: 2047.88 MB
Available Virtual: 1954.43 MB

========================= Partitions: =====================================

1 Drive c: () (Fixed) (Total:216.67 GB) (Free:172.09 GB) NTFS
2 Drive d: (RECOVERY) (Fixed) (Total:15.92 GB) (Free:2.3 GB) NTFS

========================= Users: ========================================

User accounts for \\SELENA-HP

Administrator Guest Selena


**** End of log ****

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Re: Have internet connection/ can't get on internet

Post by Superdave on 11th April 2015, 11:15 pm

There doesn't appear to be any problem with the connection. What browser are you using? Did you try connecting the laptop to the modem with a wired connection?

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Re: Have internet connection/ can't get on internet

Post by Vista on 11th April 2015, 11:55 pm

I am using IE and I did not connect the laptop to modem. I am to tired now..I will try tomorrow. Sorry. Norton 360 makes this laptop so slow. is there any other software like it that maybe is free to add?

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Re: Have internet connection/ can't get on internet

Post by Superdave on 12th April 2015, 12:08 am

If you're looking for an Anti-virus program here are a list of free AV's. I would recomment MicroSoft Security Essentials for a trouble-free app.
You should go into your C drive, Program Files and delete any folders of Norton.


Remember to only install one antivirus!

1) [You must be registered and logged in to see this link.]
2) [You must be registered and logged in to see this link.]
3) [You must be registered and logged in to see this link.]
4) [You must be registered and logged in to see this link.] All versions and all languages.
5) [You must be registered and logged in to see this link.] (Uncheck during installation "Install Comodo SafeSurf..", Make Comodo my default search provider" and "Make Comodo Search my homepage" if you choose this one)

It is strongly recommended that you run only one antivirus program at a time. Having more than one antivirus program active in memory uses additional resources and can result in program conflicts and false virus alerts. If you choose to install more than one antivirus program on your computer, then only one of them should be active in memory at a time.

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Re: Have internet connection/ can't get on internet

Post by Vista on 12th April 2015, 12:36 am

Thank you Thank You! for your help

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Re: Have internet connection/ can't get on internet

Post by Superdave on 12th April 2015, 12:41 am

Are you giving up with trying to get your computer repaired?

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Re: Have internet connection/ can't get on internet

Post by Vista on 12th April 2015, 1:38 am

No, I am not giving up.... thought we were done.... so sorry.

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Re: Have internet connection/ can't get on internet

Post by Superdave on 12th April 2015, 1:51 am

Ok. Are you still having problems getting on the internet?

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Re: Have internet connection/ can't get on internet

Post by Vista on 12th April 2015, 2:00 am

I just added the AV Microsoft Essentials and everything is up and running well. I am able to get on the internet also! Thanks again!

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Re: Have internet connection/ can't get on internet

Post by Superdave on 12th April 2015, 2:04 am

You're welcome. I will lock this thread. If you need it re-opened, please send me a pm.

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