Windows 7-updated, cant open cus error 7(windows error 5)

Question

I have a hp with windows 7 on. I updated ITunes to the newest version the other week 12.0.1 and from then on haven't been able to open ITunes because the computer picks up a threat: virus found Win32/Heri in the file ITunes.dll and I get a error box with Error 7(windows error 5) how do I fix this?

Answer 1

If I had a guaranteed remedy for you I would have posted it already. Unfortunately I haven't seen enough cases of this error to get a handle on what really works reliably every time so the best I can do is offer some more ideas of things you can try. Hopefully one of them is something you haven't seen already.
Do I take it that iTunes appears to have installed correctly and this error occurs when you try to run iTunes?
Have you tried running iTunes from a different user account that has administrator rights?
Have you tried running iTunes in iTunes Safe Mode which you get to by holding down shift+ctrl as you launch iTunes?
Any chance you could post the full text of the error message, or better still a screenshot?
You could try checking the logs in the Event Viewer. Start > Search progams and files > Eventvwr - but I've no idea what you're supposed to be looking for.
You say you have removed the various components, cleaned the installation folders and, and reinstalled. Other places where iTunes stores files that probably won't have been touched so far are:
\ProgramData\Apple
\ProgramData\Apple Computer
\Users\<User>\AppData\Local\Apple
\Users\<User>\AppData\Local\Apple Computer
\Users\<User>\AppData\LocalLow\Apple Computer
\Users\<User>\AppData\Roaming\Apple Computer
It could be an issue overwriting any file or folder in one of those locations. You could try archiving the folders and then removing them, or particular subfolders, one at a time to see if you can isolate which causes the problem. iTunes should be able to rebuild those that it needs to function as it would do on the initial installation. Your general iTunes preferences are stored in one location, and any iOS device backups in another, so you may need to be a bit selective in what you delete and/or be prepared to rebuild that data.
If there is a chance that iTunes hasn't installed correctly you could tear it down again and try the section Install missing components from the user tip which has advice on breaking down the iTunes installer into its components. You could try installing each of these with the assistance of The Microsoft Program Install and Uninstall Utility (aka MS Installer "Fixit"). This might drive through each package properly and repair any permissions on objects that the software tries to access.
Or you could try logging the installation of each component to see if you can spot any errors that you can correct.
Take the unpacked components of the iTunesSetup.exe or iTunesSetup64.exe file and move them to the root of drive C:. Try installing them individually in alphabetical order (don't try to install SetupAdmin.exe which drives the original installer).
msiexec /i C:\AppleApplicationSupport.msi /l*v C:\Log_AAS.txt
msiexec /i C:\AppleMobileDeviceSupport.msi /l*v C:\Log_AMDS.txt
msiexec /i C:\AppleMobileDeviceSupport64.msi /l*v C:\Log_AMDS64.txt
msiexec /i C:\AppleSoftwareUpdate.msi /l*v C:\Log_ASU.txt
msiexec /i C:\Bonjour.msi /l*v C:\Log_Bonjour.txt
msiexec /i C:\Bonjour64.msi /l*v C:\Log_Bonjour64.txt
msiexec /i C:\iTunes.msi /l*v C:\Log_iTunes.txt
msiexec /i C:\iTunes64.msi /l*v C:\Log_iTunes64.txt
You can triple-click a line to select all of it, then press Ctrl+C to copy, switch to the command box and click the icon at the top left of the window to access the paste menu.  Which components you have depends on whether you've unpacked the 32-bit or the 64-bit installer.
The log files might provide further clues as to what is going wrong. I suggest using Notepad++ to review the logs. Look for words like "failed" in the log.
tt2