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Thread: ZoneAlarm Install Failure - "can't shut down current version"

  1. #1
    hedera Guest

    Default ZoneAlarm Install Failure - "can't shut down current version"

    I had ZAISS 8.0.298.035 installed on my Vista home premium laptop.
    Today I decided to upgrade to the latest release 8.0.400.020.
    I downloaded the release executable using IE8.
    I unchecked "Load ZA at Startup" and rebooted the machine.
    I shut down everything but system stuff in the tray.
    Then I ran the install program.
    After a while, it said:

    The installer cannot shut down your current version of ZoneAlarm.
    To resolve this, please restart your computer and then restart your upgrade.
    I've now done this 3 times and it never works.
    Checking the task manager, there is a vsmon service; but it's stopped.
    There is no longer a start menu entry for Zone Alarm.
    I have a version of the cpes_clean.exe removal tool dated 2/2009, and I've tried to run it 3 times, and in all cases gotten a Windows message, "Internet Access Monitor has stopped working."
    I can't find a new version of the tool in the help center, just the extended list of manual tasks to remove ZA.

    It is possible that I unchecked "Load ZA at startup" and failed to save the configuration change. However, this response seems extreme.
    Has anyone else seen this?
    Is there a solution for this?
    I'm going to try the handy new live chat support, but I wanted to get this in the forum because it's nasty.

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

  2. #2
    hedera Guest

    Default Re: ZoneAlarm Install Failure - "can't shut down current version"

    It's just occurred to me that I did something else which may be an issue.
    I shut down my wireless connection, removing Internet connectivity.
    Was that an error?

  3. #3
    Charles_B Guest

    Default Re: ZoneAlarm Install Failure - "can't shut down current version"

    From reading your other threads, maybe this could be your issue if this is the case.

    Read the part about you must first uninstall the VPN client at this link :

    http://www2.nohold.net/noHoldCust542...n_install.html

    I have no other suggestion other than this to resolve your issue.

    ZoneAlarm staff does not monitor this board. We are all users here.

    If you have a valid license you can contact free of charge ZoneAlarm Technical Support and Customer Service at :

    http://www.zonealarm.com/security/en...ce-support.htm

    Technical Support Live Chat
    Available Mon-Fri 8am-5:30pm PST

    Customer Service Live Chat
    Available Mon-Fri 5am-7:45pm PST
    Available Sat-Sun 6am-6pm PST

    Have a nice Day

  4. #4
    hedera Guest

    Default Re: ZoneAlarm Install Failure - "can't shut down current version"

    Actually, I talked to the live chat support and was pleasantly surprised. Evidently my major issue was an outdated version of the cpes_clean.exe file which removes the old version. The chat tech gave me the link to the current one, and everything went smoothly. Thanks for your response.

  5. #5
    Charles_B Guest

    Default Re: ZoneAlarm Install Failure - "can't shut down current version"

    Glad everything worked out for you.

    cpes_clean.exe

    Build Date: Thursday May 28, 2009 07:09 PM

    Could you look under Properties, see the date build.If not the same could you post link.

    Disregard request.Live Chat confirm Build Date current.

    Have a nice Day

    Message Edited by Charles_B on 07-27-2009 11:04 AM

  6. #6
    hedera Guest

    Default Re: ZoneAlarm Install Failure - "can't shut down current version"

    Charles,
    Just FYI, I checked the properties and while I didn't see anything labeled a "build date" (laptop is Vista, is that significant?), I did see the date on the digital signature, which was 5/27/2009 5:21:33 PM. I'm glad you're satisfied this is current because I don't have the link - I clicked on it in the chat window and didn't save the conversation...

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