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Thread: Anti-virus : Error : Unable to install

  1. #1
    francoga Guest

    Default Anti-virus : Error : Unable to install

    Hi Everyone,

    Have you encountered this error message when you select update now then the update progress window will show the error

    Anti-virus:
    Error : Unable to install

    The anti-spyware updates without issues.

    I am using the following software:

    ZoneAlarm Security Suite version : 8.0.059.000
    Anti-virus engine version : 6.0.2.678
    Windows Vista Home Premium SP1

    Please help. Thank you.

    Regards,
    Franco

    Operating System:Windows Vista Home Premium
    Software Version:8.0
    Product Name:ZoneAlarm Internet Security Suite

  2. #2
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    Default Re: Anti-virus : Error : Unable to install

    Hi!
    follow the instruction here:
    http://www.zonealarm.com.au/main/kb_...asp?KBID=11433

    Cheers,
    Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  3. #3
    francoga Guest

    Default Re: Anti-virus : Error : Unable to install

    Hi,

    Thank you for the help but the issue is still not fixed.

    I tried both methods. The first anti-virus update after the fresh install worked.

    The succeeding update using the update now button is giving the same error for anti-virus. Not sure why its only affecting anti-virus because anti-spyware is updating just fine.

    I do not have any other firewall running on my pc or antivirus. I have disabled windows firewall and windows defender. Any ideas is highly appreciated.

    Regards,
    Franco

  4. #4
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    Default Re: Anti-virus : Error : Unable to install

    Hi!did ZA ever worked since install? Its the first time you install ZA?Did you had before KAV software? What was your previous security tool?Are you using any other security tool apart from windows defender?Did you use any optimization or adminitrative tool in your system?Did you touched the registry or user permission?Are you an administrator?It looks like your HD folders are restricted and AV fails to write to your HD.Are you infected by malware?Sorry for the many questions but your error could depend on so many different issues.Not at all easy to troubleshoot.Probably the best is to contact directly the ZA technical support at: www.zonealarm.com/tsform Cheers,Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  5. #5
    francoga Guest

    Default Re: Anti-virus : Error : Unable to install

    Hi Fax,

    Below are the answer to your questions :

    did ZA ever worked since install? Its the first time you install ZA?

    ** yes it was working for 2 - 3 months now. yes its the first time i have installed ZA on this laptop. the laptop is new i removed ZA from my old laptop running windows XP and installed it on this new laptop.

    Did you had before KAV software? What was your previous security tool?

    ** no did not have KAV before . no previous security tool. after getting the laptop i immediately installed ZA

    Are you using any other security tool apart from windows defender?

    ** i have spybot which i occasionally run to check for spyware

    Did you use any optimization or adminitrative tool in your system?

    ** no optimization tool. i use auslogics disk defrag monthly for hdd maintenance

    Did you touched the registry or user permission?

    ** no i did not

    Are you an administrator?

    ** yes i am

    It looks like your HD folders are restricted and AV fails to write to your HD.
    Are you infected by malware?

    ** if i have malware then it should have been picked up by ZA since i immediately installed it after getting the laptop and i run a full scan weekly

    i am in the process of contacting ZA technical support. Thank you.

    Regards,
    Franco

  6. #6
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    Default Re: Anti-virus : Error : Unable to install

    Thanks for the info...Two more things... 1. right click the ZA icon --> about --> copy to clipboard --> paste it here2. Copy the content of '_updLog.txt' in "C:\WINDOWS\system32\ZoneLabs\avsys" and paste it hereCheers,Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  7. #7
    francoga Guest

    Default Re: Anti-virus : Error : Unable to install

    ZoneAlarm Security Suite version:8.0.059.000
    TrueVector version:8.0.059.000
    Driver version:8.0.059.000
    Anti-virus engine version:6.0.2.678
    Anti-virus signature DAT file version:965093463
    Anti-spyware engine version:5.0.202.0
    Anti-spyware signature DAT file version:01.200812.4975
    AntiSpam version:5.0.61.9957

    The log file is long and i got the error that message cannot exceed 20000 chars. Anyway i can attach it or email the file to you ?

  8. #8
    francoga Guest

    Default Re: Anti-virus : Error : Unable to install

    Hi Fax,

    You can download the log file from this URL , just change the "xx" to "tt" . Not sure if active links are not allowed.

    hxxp://www.mediafire.com/?sharekey=22330a9c4a38c35dd2db6fb9a8902bda

  9. #9
    Join Date
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    Default Re: Anti-virus : Error : Unable to install

    Hi!you have indeed an issue of connection, the download fails:23:40:33:error occured while sending data! Code = 10054
    23:40:33:Failed to send HTTP request, error General socket error
    23:40:33:Get remote files result: General socket error
    23:40:33:========= Downloading primary index result Updater logic error related to download process =========
    23:40:33:Primary index not downloaded: file master.xml, Application , Component , relative URL index/, local path C:/Windows/system32/zonelabs/avsys/root/, original path , size -1, signature , entry is obligatory result = Updater logic error related to download process
    23:40:33:Update failed
    23:40:33:******** Update operation result Updater logic error related to download process ********ZA fails to download primary files, are you connected with an high speed line?Double check that the VISTA firewall is OFF.Difficult to suggest anything else....Fax

    Click here for ZA Support
    Monday-Saturday 6am to 10pm Central time
    Closed Sundays and Holidays

  10. #10
    francoga Guest

    Default Re: Anti-virus : Error : Unable to install

    Hi,

    Yes I am connected to a high speed line. Cable modem connection with 32mb download speed.

    My windows firewall is OFF and I have also disabled the service itself when I installed ZA previously.

    I am thinking why only the AV update is having issues and not the anti spyware update. Does both update download from the same site? If windows firewall or my broadband connection is the issue, then anti spyware should be having problems downloading too.

    Thank for the help Fax, I guess I will wait for ZA technical support to reply me.

    Worst case , I will get a replacement program.

    Regards,
    Franco

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