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Thread: Problems uninstalling/forgot password

  1. #1
    johnhulse Guest

    Default Problems uninstalling/forgot password

    I have Zonealarm av/firewall. Forgot password. Need to uninstall. Can't uninstall. Can't select not to start when pc restarts
    When I try to delete the files in the Internet logs, I get the error that files are in use and can not delete. I tried to go to msscofig
    and disable all startup but upon restart they are all enabled again. I am getting a headache.Thanks,John

    Operating System:Windows XP Home Edition
    Software Version:6.0
    Product Name:ZoneAlarm Internet Security Suite

  2. #2
    johnhulse Guest

    Default Re: Problems uninstalling/forgot password

    I am unable to delete the Intenet Log files as suggested in past posts. In safe mode and in windows I get the error that the file can not delete is is in use by another person or program. I also can not close the program because I don't remember the password.

  3. #3
    johnhulse Guest

    Default Re: Problems uninstalling/forgot password

    If ZA can not assist me wiht this please let me know so I can go on with my business. Any suggestions how to get tech support email. I am not having any luck.

  4. #4
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
    Posts
    10,462

    Default Re: Problems uninstalling/forgot password

    Sorry for the delay!
    My apologies!
    There are Over 60 Million Users of ZoneAlarm world Wide..This User Forum exist to help the Few Users who encounter a problem and need to be guided in the right direction by Other more Experienced Users..
    ZoneAlarm Tech Support and Customer Service do notRead or Monitor this User Forum..There are two Seperate Web-links for those two services..Customer Service www.zonealarm.com/csform or www.zonealarm.com/support/ click on Live Chat IconZA Tech Support (Requires Valid ZA License Key) www.zonealarm.com/tsform
    GeorgeV
    ZoneAlarm® Extreme Security


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

  5. #5
    johnhulse Guest

    Default Re: Problems uninstalling/forgot password

    Thank you for clarification, I will try the ts request, I do have a valid key and a paid for product.Thanks,John

  6. #6
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
    Posts
    10,462

    Default Re: Problems uninstalling/forgot password

    Your Welcome
    GeorgeV
    ZoneAlarm® Extreme Security


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

  7. #7
    johnhulse Guest

    Default Re: Problems uninstalling/forgot password

    I want to thank everyone for their suggestions. I was unable to find the fix and ZA support was unable to assist. It looks like either malware or a virus had locked me adn I had no options except to backup my data and reinstall. I did it went well and I have no issues at this time. I do thank everyone for the well wishes and their suggestions,John

  8. #8
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
    Posts
    10,462

    Default Re: Problems uninstalling/forgot password

    Your Welcome..Thank you for taking the time to report back to this Forum..
    GeorgeV
    ZoneAlarm® Extreme Security


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

  9. #9
    johnhulse Guest

    Default Re: Problems uninstalling/forgot password

    Hi Georgev,I finally got word back from ZA ts of course it was to late to save my pc. If this is an inappropriate posting please delete it. I thought it would be good to post the fix that I long awaited. Below is what they sent me...John
    Hello ZoneAlarm Customer,
    Thank you for contacting ZoneAlarm technical support.

    I understand that you have forgotten your ZoneAlarm password.

    Please download ZoneAlarm Internet Security Suite to your desktop from:

    http://www.zonealarm.com/zasuitedownload

    Once this file is saved to your desktop, please go through the information below to remove ZoneAlarm from your
    computer.

    Once ZoneAlarm is removed, please reinstall it from the desktop.

    The ZoneAlarm removal instructions are below.

    01.) Restart your computer
    02.) When you see the screen go black and it starts booting back up keep tapping the "F8" key (at the top of your
    keyboard)
    03.) This should bring up a menu. Choose Safe Mode off the menu by using the arrow keys on the keyboard to
    highlight Safe Mode and press Enter
    04.) If you get a message asking to go to Safe Mode, choose Yes. If you get a help and support window, close this.
    05.) Once you are at the desktop, Click Start, My Computer
    06.) Click Tools, Folder Options, View Tab
    07.) Place a dot next to "Show Hidden Files and Folders"
    08.) Remove the check from "Hide Protected Operating System Files (Recommended)"
    09.) Choose Yes to the warning
    10.) Click OK
    11.) Double click C:

    Note: In the future steps if you do not see any files or folders, please click the "Show Files" link to view them.

    12.) Double Click the Program Files Folder
    13.) Right Click the Zone Labs Folder, click Delete, and choose Yes
    (note, if you are unable to delete this folder, please double-click Zone Labs, double-click ZoneAlarm, and then please
    remove any file that you can and just skip the ones that will not delete)
    14.) Close this window
    15.) Click Start, My Computer
    16.) Double Click the C:
    17.) Double Click the Windows Folder (It may also be WinNT)
    18.) Right Click the Internet Logs Folder, click Delete, and choose Yes
    Note: if you are unable to remove this folder, please just double-click Internet logs and remove all files that you can.

    Please just skip any files that will not delete.
    19.) Double Click the System32 Folder (for Windows 98 and Windows ME, this will be the system folder)
    20.) Right Click the Zone Labs Folder, click Delete, and choose Yes
    Note: if you are unable to remove this folder, please just double-click ZoneLabs and remove all files that you can.

    Please just skip any files that will not delete.

    21.) Locate and delete the following files in this folder
    Note: if you are unable to delete any of these files, please just skip to the next file.

    - vsconfig.xml
    - vsxml.dll
    - vsregexp.dll
    - vsdata.dll
    - vsdata95.vxd
    - vsdatant.sys
    - vsmonapi.dll
    - vspubapi.dll
    - vsinit.dll
    - vsutil.dll
    - vswmi.dll
    - zlcommdb.dll
    - zlcomm.dll
    - zpeng24.dll

    22.) Clear your Temp Directory per the instructions below.

    - Go to Start -> Run
    - Type %temp% and click OK
    - Select all of these files and delete them

    23.) Clear the Prefetch folder per the instructions below.

    - Go to Start -> Run
    - Type Prefetch and click OK
    - Select all of these files and delete them

    24.) Remove the following registry entries by going to Start -> Run and typing in regedit. Use the folders on the left
    side of the window to navigate to the specified directories.

    HKEY_LOCAL_MACHINE\Software\Zone Labs
    HKEY_LOCAL_MACHINE\System\CurrentControlSet\Servic es\vsmon
    HKEY_LOCAL_MACHINE\System\CurrentControlSet\Servic es\vsdatant

    *Important Advisory: Deleting registry entries incorrectly may cause
    serious problems to your operating system, which may necessitate the need to reinstall it. Please make sure you are
    able to perform these deletions correctly before you decide to edit the entries. If you are not sure, you should seek help
    from someone who is familiar with editing the registry.

    For information about how to edit the registry in Windows, from your desktop, click Start >> Run >> and type regedit.
    Click on Help >> Help Topics. Under the Contents tab, click Change Keys and Values (this may be found under the How
    to... section).


    Also, you should always make a backup of the registry before editing it.
    You can find this in the same section of the
    Help files.

    25.) Close this window, then empty your recycle bin.
    26.) Restart the computer.
    27.) Try to install the latest version again.

  10. #10
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
    Posts
    10,462

    Default Re: Problems uninstalling/forgot password

    Thank you for your Progress Report..
    GeorgeV
    ZoneAlarm® Extreme Security


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

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