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Thread: [SOLVED] No automatic AV update -> Reset the settings

  1. #1
    eddie209 Guest

    Default [SOLVED] No automatic AV update -> Reset the settings

    Hi, I'm running valid licensed ZASS 9.0.083 on two computers, one Windows 7 (official build 7600) and one Windows XP SP3. Both installations are fully updated using Windows Update. The ZASS installation on Windows 7 was a clean install (never had any ZA product on that machine before), the installation on Windows XP was an upgrade from the latest ZASS 8 version (which worked fine).

    I have set ZA to update AV every hour on both machines, but nothing happens for days! If I update manually by clicking the "Update Now" button the update is downloaded and updated fine (although it takes a long time, maybe 5 minutes). Changing back to the default "Update every 3 hours" does not make it update automatically.

    Any idea on how to solve the problem on these two very different computers with the same problem? Anyone else seeing this problem?
    Last edited by fax; September 9th, 2009 at 09:43 AM.

  2. #2
    Join Date
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    Default Re: No automatic AV update

    Quote Originally Posted by eddie209 View Post
    Anyone else seeing this problem?
    Nope, works fine and updating every hour. At your first installation did you run a manual update followed by a full scan of the system?
    Better you follow up directly with ZA technical support. Its free for licensed users. Link in my signature.

    How do you see it did not update?

    Contact them when they are on line so you can get assisted on the spot.

    Cheers,
    Fax
    Last edited by fax; September 5th, 2009 at 04:22 AM.

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

  3. #3
    eddie209 Guest

    Default Re: No automatic AV update

    I see it's not updated by looking at the "Last update" in the AV section of ZASS (just above the "Update Now" manual button).

    I have performed a manual update and a full scan ofg the system, but the automatic update doesn't work...

  4. #4
    eddie209 Guest

    Default Re: No automatic AV update

    This is getting ridiculous.
    I tried contacting support, but they are closed (of course due to the time difference). I was then offered to contact them by filling out an online request form. This form had selection boxes for amongst others what product I had, what product version etc. In the product version selection box I selected version 9.0. I then proceeded to fill the form out as requested, and them submitted the form.

    After a while I received an email stating:


    "'9.0' is not a valid choice for Fieldname 'Personal Product Version'
    Valid choices are:
    8.0
    7.1
    7.0
    ...."

    Ohhhh, this is customer support I tell you. Version 9.0 is the latest version, I downloaded it from ZA, I can select it in the support form, but no, it's not a valid selection.... :-)

    Just blowing off some steam, I will have to try again pretending that I have version 8...

  5. #5
    Join Date
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    Default Re: No automatic AV update

    Quote Originally Posted by eddie209 View Post
    Ohhhh, this is customer support I tell you. Version 9.0 is the latest version, I downloaded it from ZA, I can select it in the support form, but no, it's not a valid selection.... :-)

    Just blowing off some steam, I will have to try again pretending that I have version 8...
    Report to ZA customer support. The live chat is open 24/7 days.
    ZA staff does not monitor this board we are all users here trying to help each other.

    Sorry,
    Fax
    Last edited by fax; September 9th, 2009 at 12:44 AM.

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

  6. #6
    eddie209 Guest

    Default Re: No automatic AV update

    I know we are all users in here, and my frustration was not directed against anyone in this forum. :-)

    The Live chat is down, and has been since I started this thread. Trying to start a Live chat session I always get the following message:

    "Thank you for contacting Customer Service or Tech Support
    Currently live chat is closed."


    I guess they don't want to help their paying customers... ;-)

  7. #7
    Join Date
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    Location
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    Default Re: No automatic AV update

    No, works perfectly fine here!
    Are you selecting CUSTOMER support from the drop down menu? (last choice in the window).

    You may have other problems than ZA.... malware infection?

    Have you tried to perform a cleaning of the system as described here below?
    http://www.zaforums-stg.com/showthread.php?t=70448

    Have you tried to completely remove ZASS and reinstall? See below:

    ----------
    First remove ZASS with the ZA removal tool (download on desktop and run as administrator):
    http://download.zonealarm.com/bin/fr...cpes_clean.exe

    Double check that all ZA related files/folders are gone:
    1.) Restart your computer
    2.) When you see the screen go black and it starts booting back up keep
    tapping the "F8" key (at the top of your keyboard)
    3.) 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
    4.) If you get a message asking to go to Safe Mode, choose Yes. If you
    get a help and support window, close this.
    5.) Double Click the Program Files Folder
    6.) Right Click the Zone Labs Folder, click Delete, and choose Yes

    NOTE: If you cannot delete the entire folder, please open the Zone Labs ->
    ZoneAlarm folder and delete out as many of the files listed here as
    possible.

    7.) Close this window
    8.) Click Start, My Computer
    9.) Double Click the C:
    10.) Double Click the Windows Folder (It may also be WinNT)
    11.) Right Click the Internet Logs Folder, click Delete, and choose Yes
    12.) Double Click the System32 Folder
    13.) Right Click the Zone Labs Folder, click Delete, and choose Yes

    NOTE: If you cannot delete the entire folder, please open the Zone Labs
    folder and delete out as many of the files listed here as possible.

    14.) 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
    15.) 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

    16.) Empty your recycle bin.
    17.) Restart the computer.

    18.) ZA does not play nice with many other security tools. They may block its correct functioning including updates. For example, spyware doctor, spysweeper, trojan hunter, win patrol, PCtools Threat Fire, Mcafee, Norton, Symantec, Adaware, SpybotS&D, WinPatrol, AVG, Avast free, NOD, Kaspersky, Comodo, Rising, PC Doctor, MS OneCare and many others. If you want to troubleshoot issues with ZA please remove these tools (not enough to disable) and install back (if you really need) only after you see your ZA is working as it should.

    19.) Double check you have really removed all other security tools by running this utility
    http://www.appremover.com/

    20.) Check the system for malware. Check with MBAM and SuperAntispyware. See links here:
    http://www.zaforums-stg.com/showpost...07&postcount=2

    21). Clean your system and registry with ccleaner.com
    http://www.ccleaner.com/download/builds/downloadbinslim

    22). Re-download the latest ZASS installer
    www.zonealarm.com/zasuitedownload

    23). Install with default settings do NOT alter them. After re-boot go to ZA antivirus/antispyware and 'Update Now' and do not restore any previous ZA settings.

    ----------------------

    Don't rush, relax and do all steps slowly

    Cheers,
    Fax

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

  8. #8
    eddie209 Guest

    Default Re: No automatic AV update

    I solved it (without a word from Customer support, mind you) ;-)

    I reset the database/settings by doing Ctrl+Shift+Right Click ZA icon and selected Reset from the menu. After a couple of restarts and adjusting the settings AV now updates automatically as it should.

    The lesson is:

    * Do not upgrade from ZASS v8 to v9, do a clean install instead.
    * Do not import/restore settings from v8 into v9, do the settings manually instead.

    Now everything seems to work.

    Thank you for your prompt replies and interest regarding my problem.

  9. #9
    Join Date
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    Default Re: [SOLVED] No automatic AV update -> Reset the settings

    You're welcome!
    Closing this thread since it is resolved.

    Cheers,
    Fax

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

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