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Thread: Re: Anti-Virus/Anti-spyware update ERROR in XP after MS update

  1. #1
    tony_a Guest

    Angry Re: Anti-Virus/Anti-spyware update ERROR in XP after MS update

    I'm having problems. I accepted the update to my current version, I think it was back in July: I notice from the forum posts the current version is: 10.0.250.000,

    ZoneAlarm Security Suite version: 10.0.246.000
    vsmon version: 10.0.246.000
    Driver version: 10.0.246.000
    Anti-virus engine version: 8.1.8.79
    Anti-virus signature DAT file version: 1059872128
    ZoneAlarm Browser Security: 1.5.311.0
    ZoneAlarm ForceField Spyware Scanner: 1.5.53.235
    ZoneAlarm ForceField Anti-Phishing Database: 1.2.104.0
    ZoneAlarm ForceField Spyware Sites Database: 04.155

    Today, 19-Sep-11, I started receiving an error message saying my computer is at risk and that I should update. When I try to do an update I get this error message:

    "Anti-virus/Anti-spyware update: Error"

    On the zone alarm scheduled tasks window My antivirus update is enabled, “every 3 hours,” although it says my “Last Update: Sep12, 2011”

    My “Product Update,” is also enabled.

    I notice from the forum posts the current version is: 10.0.250.000, so apparently that is not working either.

    When I try to sign into "My Account," I get a screen which says:

    "Your web session may have expired.

    To continue with your purchase, please click on the start purchase button below, or begin from the original promotion page or email message where you started.
    Start Purchase

    If you need customer support click here."

    I don't know what "web session," they're referring to, because I could still navigate quite satisfactorily around the zone alarm website. Although apparently I could no longer sign in using my e-mail address and password.

    So, I tried signing into “My Account” again, and this time I said I had forgotten my password, and went through the process of requesting a new one, which I subsequently received via e-mail. Copying the new password, and trying to sign into My Account once more, using the new password, I was once again sent to the “Your web session may have expired” page.

    Clicking on customer support, Takes me to the Zone alarm support page, and clicking on the "Free Zone Alarm Support" link takes me to technical support. Clicking on the links concerning updating takes me to the knowledge base article:

    "The Automatic Check for updates is not working
    Posted by Ron D on 26 May 2011 08:24 PM

    Solution:

    Make sure you are connected to the Internet. Verify the Automatic Check
    for Updates is check by performing the following.

    1. Click on the Overview panel (left side).

    2. Click on the Preferences tab.

    3. In the Check For Updates section, be sure it is set to check
    Automatically.


    To manually check for updates, click on the Check For Update button.
    Check For Updates does not work if the license key is expired."

    Which is out of date, because the version of zone alarm I have installed no longer has an overview panel on the left side.

    Which left me with the explanation, that updates do not work if the license key has expired. However, the monitor panel of my installed version in the lower right corner says:

    "Your protection is valid for 78 days"

    Nevertheless, I cannot update, nor it seems can I get a message to Checkpoint Zone Alarm anyway except by paying the $49.95 fee charged by the premium technical support. The knowledge base does not help, the forum advice just says to contact technical support, I can’t sign in To “My Account,” so what should I do now?

    I don't think I should pay fifty bucks to talk to someone about a problem I'm having with a licensed product I've paid for. To top it off, when I tried to post this message to the forum I was informed the thread was closed.

    Can anyone help?

  2. #2
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
    Posts
    10,464

    Default Re: Anti-Virus/Anti-spyware update ERROR in XP after MS update

    Hi!

    sorry we are all users here,

    Here is the Instructions To Contact ZoneAlarm Customer Support:

    Please click on the Support link in my Signature then click on the LIVE CHAT Link at the top Right side of the SUPPORT page.
    The Default option is to talk to Tech Support..

    However, if you Click on the Top line "DEPARTMENT"

    Select "NON-TECHNICAL HELP" (This is the Customer Support link)

    Fill out the rest of the page and Click Start Chat



    If you have a problem with a Paid version of Zone Alarm Select Technical Help and troubleshoot the issue with Technical Support. it is Free to users with a Valid Un-expired ZA registration key..
    Last edited by GeorgeV; September 19th, 2011 at 02:35 PM.
    GeorgeV
    ZoneAlarm® Extreme Security


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

  3. #3
    donaldo38 Guest

    Default Re: Anti-Virus/Anti-spyware update ERROR in XP after MS update

    I am having the same problem. After initial installation, the program worked fine for 4 days, but now I am unable to update. I have tried to contact technical support via live chat, but no one ever seems to be at home there (tried 3 times and gave up after 10 minute wait). Will a reinstall solve this problem. ZA FAQs and data base offers no relevant information. Thanks

  4. #4
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
    Posts
    10,464

    Default Re: Anti-Virus/Anti-spyware update ERROR in XP after MS update

    Quote Originally Posted by donaldo38 View Post
    I am having the same problem. After initial installation, the program worked fine for 4 days, but now I am unable to update. I have tried to contact technical support via live chat, but no one ever seems to be at home there (tried 3 times and gave up after 10 minute wait). Will a reinstall solve this problem. ZA FAQs and data base offers no relevant information. Thanks
    Hi;

    A.) Contacting Tech Support problems:


    Please read this Sticky Post by the Forum Moderator:

    Sticky: Can't get to Zone Alarm Tech Support Chat

    B.) Re-install
    The instruction for a clean install are below, however I would recommend to follow-up with support before. Other users with your problem have resolve it but installing a non public build provided by Tech Support.

    1. Download the latest ZA version
    2. Remove you current version (in XP add/remove programs)
    3. Remove other security tools installed. Use http://www.appremover.com/ to double check that no left overs are present.
    4. Clean your system and registry with ccleaner.com
    http://www.piriform.com/ccleaner/download/slim
    5. Download to your desktop and run the ZA removal tool, then reboot.
    6. Install the latest ZA version without touching any default settings and try again.

    Thanks..
    Last edited by GeorgeV; September 23rd, 2011 at 05:11 AM. Reason: updated
    GeorgeV
    ZoneAlarm® Extreme Security


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

  5. #5
    donaldo38 Guest

    Default Re: Anti-Virus/Anti-spyware update ERROR in XP after MS update

    I have followed these directions precisely and performed a clean install 3 times and still am unable to get an update. I have never had a problem with ZA until I upgraded to version 10.250. Is this latest version the problem? I have searched ZA home looking to download version 9 again, but it seems to no longer be available. After being a ZA user for 9 years, it looks as if I will have to find myself another av program.

  6. #6
    Join Date
    Jun 2006
    Location
    The 3rd Coast - South Central Texas
    Posts
    10,464

    Default Re: Anti-Virus/Anti-spyware update ERROR in XP after MS update

    Hi!
    Thank you for your feedback..

    1.) as you started contacting Tech support you should go back to them reporting that the solution proposed did not work and ask for follow-up suggestions.

    Please keep following-up with Tech Support to have the issue logged, troubleshooted and eventually escalated if bugs are found. This is the only way to have the issue fixed (eventually). Obviously more users report your same issue faster will be the escalating to development team.

    The More information you provide Tech Support the more likely they will be able to understand the issue and try to help.


    Please post back as soon as you find a solution. It will help other users with similar problems.

    2.) this posted Sticky Post will explain the removal of the download link to older versions of Zone Alarm..

    Sticky: Is there a end-of-support date for ZASS 9.3.037

    Thanks
    GeorgeV
    ZoneAlarm® Extreme Security


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

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