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Thread: [SOLVED] Key not valid with fresh reinstallation --> Wrong version installed

  1. #1
    Barbara T Guest

    Question [SOLVED] Key not valid with fresh reinstallation --> Wrong version installed

    Toshiba Satellite laptop, 4 gig memory, 32 bit system, Win 7 Home Premium with SP1, also running Carbonite backup program.

    ZoneAlarm Security Suite version: 10.0.250.000
    vsmon version: 10.0.250.000
    Driver version: 10.0.217.000
    Anti-virus engine version: 8.1.8.79
    Anti-virus signature DAT file version: 1057981088
    ZoneAlarm Browser Security: 1.5.322.0
    ZoneAlarm ForceField Spyware Scanner: 1.5.322.0
    ZoneAlarm ForceField Anti-Phishing Database: 1.2.104.0
    ZoneAlarm ForceField Spyware Sites Database: 04.155

    I have been using ZA for years starting with free and working up to ZASS. A few hitches along the way got solved. A few weeks ago a 'quick scan' started each day upon starting this computer. The scan info box showed how many hours the scan has been running and how many files scanned and how many errors found. These two numbers were always zero.
    I put a question to this forum regarding the pseudo scan, and got the reply that it was a known bug in the then current version and a new version would be coming soon. I installed this version as soon as I found it. ZASS began working just the same in this version as previous. While the pseudo scan was running the program could not update definitions or program. Today I got another notice that ZA needed updating. The only way I could update was to download and attempt to reinstall the program (Using IE only) The installer stated the program I was running was not upgradable and I must uninstall first. I did this using your Clean.exe program. Rebooting several times during this process, all it wanted and a few I wanted. Now I have reinstalled a new download of the newest version and an update to both program and definititions was successful. A few reboots in this process as well. I do have a valid key according to both my and ZA records but the program will not accept it. So I am now running a 30 day trial and getting the nag screen at each re-boot. I copied and pasted the key from my copy of the provided invoice and from ZA's record of the transaction, neither was accepted.

    Got any ideas of what the next step could be?
    I thank you again for all your past help. Barbara T

  2. #2
    critterjoe Guest

    Default Re: Key not valid with fresh reinstallation

    We are fellow users. If someone has had that problem and can offer you advice, they may respond. In the meantime, the quickest way to solve a license key problem is to do a real-time live chat with Customer Service--available 24x7.

    https://support.zonealarm.com

    At that page you will see the chat icon in the upper right.

    At the sign-on interface there will be a choice for "my question is about". Choose "license key questions." If you wish, you can also input your order number from your invoice, or you can wait and see if the tech asks for it in the chat.

    I hope this helps. Good luck.

  3. #3
    Barbara T Guest

    Default Re: Key not valid with fresh reinstallation

    The live chat did work out. Somehow I got diverted from the Extreme Security which I have a valid key to Internet Security which I do not have a valid key for.

    I again uninstalled the wrong program and then reinstalled the proper one and my key worked.

    Now I just have to wait a few days to see if the pseudo scan starts up again as it did after my last installation.
    Thanks again for your time

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