MYOB Powerpay keeps closing

  • Bongles
  • Born
  • Born
  • Bongles
  • Posts: 1

Post 3+ Months Ago

Hi a client of ours is having trouble with MYOB Powerpay, once they double click to open it they see it open for a fraction of a second then it closes.

I logged in remotely to have a look and the problem persisted after a restart. Windows event viewer isn't showing any event for it and all the malware programs we've run such as Malwarebvytes, Superantispyware, Spybot, Avast etc came back with nothing except for a single addware which after removing the problem still persists.

Here's a copy of the Hijackthis log.

Logfile of Trend Micro HijackThis v2.0.2
Scan saved at 2:24:42 PM, on 8/12/2008
Platform: Windows XP SP2 (WinNT 5.01.2600)
MSIE: Internet Explorer v6.00 SP2 (6.00.2900.2180)
Boot mode: Normal

Running processes:
C:\Program Files\Alwil Software\Avast4\aswUpdSv.exe
C:\Program Files\Alwil Software\Avast4\ashServ.exe
C:\Program Files\Java\jre1.6.0_02\bin\jusched.exe
C:\Program Files\Scansoft\PaperPort\pptd40nt.exe
C:\Program Files\iTunes\iTunesHelper.exe
C:\Program Files\Messenger\msmsgs.exe
C:\Program Files\SUPERAntiSpyware\SUPERAntiSpyware.exe
C:\Program Files\Scansoft\PaperPort\SmartUI\SmartUI.exe
C:\Program Files\Common Files\Apple\Mobile Device Support\bin\AppleMobileDeviceService.exe
C:\Program Files\Citrix\GoToAssist Express Customer\128\g2ax_service.exe
C:\Program Files\Citrix\GoToAssist Express Customer\128\g2ax_comm_customer.exe
C:\Program Files\Citrix\GoToAssist Express Customer\128\g2ax_system_customer.exe
C:\Program Files\Citrix\GoToAssist Express Customer\128\g2ax_user_customer.exe
C:\Program Files\RealVNC\VNC4\WinVNC4.exe
C:\Program Files\Alwil Software\Avast4\ashMaiSv.exe
C:\Program Files\Alwil Software\Avast4\ashWebSv.exe
C:\Program Files\iPod\bin\iPodService.exe
C:\Program Files\Citrix\GoToAssist Express Customer\128\g2ax_host.exe
C:\Program Files\Java\jre1.6.0_02\bin\jucheck.exe
C:\Program Files\Trend Micro\HijackThis\HijackThis.exe

O2 - BHO: Adobe PDF Reader Link Helper - {06849E9F-C8D7-4D59-B87D-784B7D6BE0B3} - C:\Program Files\Common Files\Adobe\Acrobat\ActiveX\AcroIEHelper.dll
O2 - BHO: SSVHelper Class - {761497BB-D6F0-462C-B6EB-D4DAF1D92D43} - C:\Program Files\Java\jre1.6.0_02\bin\ssv.dll
O4 - HKLM\..\Run: [VTTimer] VTTimer.exe
O4 - HKLM\..\Run: [LTMSG] LTMSG.exe 7
O4 - HKLM\..\Run: [avast!] C:\PROGRA~1\ALWILS~1\Avast4\ashDisp.exe
O4 - HKLM\..\Run: [SunJavaUpdateSched] "C:\Program Files\Java\jre1.6.0_02\bin\jusched.exe"
O4 - HKLM\..\Run: [PaperPort PTD] C:\Program Files\Scansoft\PaperPort\pptd40nt.exe
O4 - HKLM\..\Run: [IndexSearch] C:\Program Files\Scansoft\PaperPort\IndexSearch.exe
O4 - HKLM\..\Run: [QuickTime Task] "C:\Program Files\QuickTime\qttask.exe" -atboottime
O4 - HKLM\..\Run: [iTunesHelper] "C:\Program Files\iTunes\iTunesHelper.exe"
O4 - HKLM\..\Run: [Adobe Reader Speed Launcher] "C:\Program Files\Adobe\Reader 8.0\Reader\Reader_sl.exe"
O4 - HKCU\..\Run: [MSMSGS] "C:\Program Files\Messenger\msmsgs.exe" /background
O4 - HKCU\..\Run: [SUPERAntiSpyware] C:\Program Files\SUPERAntiSpyware\SUPERAntiSpyware.exe
O4 - Global Startup: SmartUI.lnk = ?
O8 - Extra context menu item: E&xport to Microsoft Excel - res://C:\PROGRA~1\MICROS~2\OFFICE11\EXCEL.EXE/3000
O9 - Extra button: Research - {92780B25-18CC-41C8-B9BE-3C9C571A8263} - C:\PROGRA~1\MICROS~2\OFFICE11\REFIEBAR.DLL
O9 - Extra button: Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O9 - Extra 'Tools' menuitem: Windows Messenger - {FB5F1910-F110-11d2-BB9E-00C04F795683} - C:\Program Files\Messenger\msmsgs.exe
O16 - DPF: {6414512B-B978-451D-A0D8-FCFDF33E833C} (WUWebControl Class) - ... 5842839109
O16 - DPF: {6E32070A-766D-4EE6-879C-DC1FA91D2FC3} (MUWebControl Class) - ... 5852635015
O16 - DPF: {CF40ACC5-E1BB-4AFF-AC72-04C2F616BCA7} (get_atlcom Class) -
O20 - Winlogon Notify: !SASWinLogon - C:\Program Files\SUPERAntiSpyware\SASWINLO.dll
O20 - Winlogon Notify: GoToAssist Express Customer - C:\Program Files\Citrix\GoToAssist Express Customer\128\g2ax_winlogon.dll
O23 - Service: Apple Mobile Device - Apple, Inc. - C:\Program Files\Common Files\Apple\Mobile Device Support\bin\AppleMobileDeviceService.exe
O23 - Service: avast! iAVS4 Control Service (aswUpdSv) - ALWIL Software - C:\Program Files\Alwil Software\Avast4\aswUpdSv.exe
O23 - Service: avast! Antivirus - ALWIL Software - C:\Program Files\Alwil Software\Avast4\ashServ.exe
O23 - Service: avast! Mail Scanner - ALWIL Software - C:\Program Files\Alwil Software\Avast4\ashMaiSv.exe
O23 - Service: avast! Web Scanner - ALWIL Software - C:\Program Files\Alwil Software\Avast4\ashWebSv.exe
O23 - Service: Brother Popup Suspend service for Resource manager (brmfrmps) - Brother Industries, Ltd. - C:\WINDOWS\system32\Brmfrmps.exe
O23 - Service: GoToAssist Express Customer - Citrix Online, a division of Citrix Systems, Inc. - C:\Program Files\Citrix\GoToAssist Express Customer\128\g2ax_service.exe
O23 - Service: iPod Service - Apple Inc. - C:\Program Files\iPod\bin\iPodService.exe
O23 - Service: VNC Server Version 4 (WinVNC4) - RealVNC Ltd. - C:\Program Files\RealVNC\VNC4\WinVNC4.exe

End of file - 5284 bytes
  • HoustonIT
  • Novice
  • Novice
  • HoustonIT
  • Posts: 34

Post 3+ Months Ago

Have the user try a different mouse.
  • adza
  • Born
  • Born
  • adza
  • Posts: 1

Post 3+ Months Ago


Came across this problem today with a user of mine. It ended up being a tricky one to figure out as there were a number of anomolies that caused this to happen (or re-occur).

The problem appears to be related to printer settings, but with a twist:

Firstly - it would appear as though Powerpay holds some printer driver information within the program directory - so changing the default printer to another one that works will not necessarily fix the problem. (Did not in my case).

To correct this problem, we needed to do the following:

a) Uninstall Power Pay

b) Delete the Powerpay directory from the hard drive (so nothing remains). Very important step.

c) Uninstalled ALL printers (and their drivers from the print server properties location). (This may be an overkill, but this is what I did - so I mention it here).

d) Installed a Generic/Text only printer printing to FILE. (Alternatively you could set it up as LPT1) and set it as default printer.

e) Installed Powerpay.

f) Made a copy of the power pay directory and contents into a temporary location.

g) Ran Powerpay - It works!!!!!

h) Close powerpay. Install one of the printers, set as default printer.

i) Run Powerpay. (It crashed / flashed). We now know which printer was causing the problem.

However - at this point it will not matter if you change the default printer back to the generic/text - the current installation of powerpay is stuffed and doom to forever fail. (This is why I included step (f) above.

So to fix...

j) Remove suspect printer and printer driver. (Resetting Generic/Text printer as default).

k) Delete Powerpay Directory, and then copy the backup made in step (f) to replace the directory you just deleted.

l) Re-run Powerpay. It should show up again.

From here, you can continue to play with the settings, printers, etc until you're able to get it to work.

The main problem seems to be once the program fails once - it will continue to fail because something is stuffed in one of the powerpay files in the powerpay folder - so the whole directory must be deleted and replaced (either by a reinstall or a copy) in order to get it to work.


* A simple uninstall and reinstall of powerpay will not fix the problem. After uninstalling powerpay the remaining powerpay folder/directory must be deleted.

* Once the program crashes/fails changing the default printer will not fix the problem. The current program installation should be considered corrupt / beyond help, and after changing the printer driver, powerpay will need to be uninstalled AND THE FOLDER DELETED before reinstalling again.

Hope this helps someone out there!

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