Vipre Update / Install Issue

Hi Peter,

Unfortunatly that has not fixed the problem, the install error is the same (1722), please see screen shot below (hopefully).

Cheers

Storm

Storm, Do you have any other security software running? Its possible they are preventing Vipre from running some of the scripts correctly.

Let me know if you have any other questions.
Thanks,
Peter

Peter,

I do not have any other security software running, all was OK yesterday with updates happening as normal then today the problem started and not even a MS update installed or other any changes by me to point a finger at!

Cheers

Storm

Storm, Try and run this removal utility to make sure any previous version of Vipre is removed. http://www.sunbelt-software.com/support/VC/CS&VClean.exe

If you continue to have problems please let me know.
Thanks,
Peter

I already used that util in the first place as per my orginal post, I have re-run it since and it completes OK but the install will still not complete.

Storm, please contact us directly at support@sunbeltsoftware.com we will need to get some log information from you in order to help you resolve this error message.

If you have any questions please let us know.
Thanks,
Peter

I submitted an online request for support prior to sumitting an entry in this Forum, do you want me to send the request again or submit it via email?

Storm, I see your ticket already assigned to a tech, they should be contacting you sometime today in order to resolve this, I will make sure he see's what we have already attempted.

If you have any questions please let us know.
Thanks,
Peter

Peter,

I have fixed the issue myself now, I hacked all referances of Sunbelt out of the Registry and removed the Program Files\Vipre folder as well, the OS still thought Virpe was installed despite me using the CS&VClean.exe tool. Please see screen shot below and advise if Vipre is now bang up to date (Prog & DAT) as the update that kicked off after the install tried to run twice!

Thanks

Storm

Storm, I am glad you could get it working, if you have any other questions or run into other issues please let us know.

Thanks,
Peter

Peter,

Would you please confirm the version of Vipre and it's DAT are the latest as per my screen shot above?

Thanks

Storm

Storm, that is the current software and Vipre version.

If you have any questions please let us know.
Thanks,
Peter

Hi Peter,

Sorry about this but after a cold start the system reported that Vipre was out of date again so I kicked off an update session which was downloaded and "installed" but was reported as failed, the definitions version is now being reported as "0" in the console which is exactly where I was this morning after turning my PC on, what is going on here?

Please see screen shot:

Storm, if during the download or installation of the new definitions they become corrupted it would display the current definition version as 0 and the active protection will turn off. Try and have it update it should be able to download the definitions and correct this.

If you have any questions please let us know.
Thanks,
Peter

Peter,

I downloaded the latest update (CSC3-EN-5060-F.SBR) manually and installed this morning before I did anything else, I have done the same again but it is still reporting "0" as the version number and failing, please bear in mind that I deleted all the Reg keys and installation folders before re-installing.
After the first re-boot all was reported as OK, it was only after a second re-boot/cold start that the error returned. BTW, automatic update fails in the same manner. Is there some issue with that DAT version and or the update that was recently applied?

Cheers

Storm

Storm, I would like to get some diagnostic logs from your installation of VIPRE.

1. First open VIPRE by double clicking on the icon in the System tray (Down by the time on your computer)

2. Click on the word “Help” then “About”

3. Then click on the button labeled “Support tools” then “Run Diagnostics”

4. Make sure that all the boxes are checked and click “ok”

5. Once this starts, it will take a couple minutes while the utility gathers information. It will create a file on your desktop called “Sunbelt VIPRE Antivirus + Antispyware Diagnostics.rar”

6. After that file appears, run the following utility: http://www.sunbelt-software.com/suppo...

You will be asked for your support ticket number. Which is 280380.

Please send the file created to support@sunbeltosftware.com and put 280380 in the subject line.

If you have any questions please let us know.
Thanks,
Peter

All done as per you request Peter.

Just a quick note Peter, you put a typo in the email address so I am sorry if the ZIP/RAR file did not arrive when I said it should have, I have now corrected the address and re-sent.

Peter,

Any idea when support will get back to me as I am running without any active AV / Security until Vipre is back online or should I remove it and install another product?

Storm

Storm, We have received the logs and it is currently being processed you should hear back from us a little later today.

Thank you for your patience.
Peter.

OK Peter, thanks.

Peter,

Futher to your email to me on the 27th March when you asked me to run a ping test to updates.sunbeltsoftware.com and my reply back on the same day stating that the ping test was just fine I have heard nothing back from you or Sunbelt.

How is this issue going to be progressed? I expected something from you guys yesterday, if I don't get a resolve for this issue today I will be forced to replace Vipre with another product as I can't continue to run my machine with any protection!!

Storm,
We are still working on your ticket but we have had a larger then normal amount of traffic and are doing our best to get to everyone as soon as we can.

I apologize for any inconvenience.
Thanks,
Peter

Peter,

I have send another set of diagnostic log files over as per you email.

Cheers

Storm

I have no definitions, AGAIN. I stopped trying while on dialup. Now I have DSL so maybe I can get downloaded, and keep definitions. I had a free Norton until I could ged broadband, now Viper shows up a little but I need a good download.

James, Thank you for posting your problem.
Please try and manually update the definitions using the steps on this website. http://www.sunbeltsoftware.com/Home-H...
Once you are up to date it should then be able to download the definitions on its own.

If you continue to have problems Please make a new post so that we can troubleshoot your issue, since it might be different then what we have been doing in this existing thread.

if you have any questions please let me know.
Thanks,
Peter

Peter,

Thank you for your reply via email, I am going to post your answer here in the hope it may help someone else and for the sake of continuity. We have been over this already one way or another and to be honest I am somewhat disappointed:

"Check your internet explorer settings, it could be something in here causing the problem, Open internet explorer, click on tools then internet options, click on the connections tab, in here click the lan settings tab, and make sure that only automatically detect settings is selected. Then close out of Internet explorer and see if you are able to update then.

Also, in Vipre, click on file then settings, and click on the proxy settings tab, and make sure that if you don't use a proxy server that its blank and no options are checked.

If you continue to have problems click Start the in the search area type command and press enter.

In the window that opens type ping updates.sunbeltsoftware.com and press enter. Let me know what it responds with"

I had already told you about updating Vipre manually with the large 113Mb Sig/DAT file and that I could ping the update server just fine and that Vipre was already downloading the file(s) itself but failed after installing it.

I don't know if something was "repaired" in the latest DAT release (5071) but Vipre downloaded and it installed the update just fine this evening after I got home, and now active protection etc is running again. I will start a new thread if it fails again, BTW, I have made NO changes to my system since this problem arose including not installing any MS updates.

Storm

Storm, Glad to hear it started to work, if you do have any other questions or problems please let us know.

Thanks,
Peter

Hi Storm,

I am glad to hear that you were able to update. There could be a number off different causes for the problem that you had, so I thought it may be a good idea to explain how the definitions are updated after downloading. This may help finding the problem if this occurs again.
When you check for updates the compressed definition file is temporarily saved to a downloads folder.
The definition files are uncompressed and placed in the definition folder. If you have are doing an incremental update, the files are merged into the existing ones, if doing a full update the files are over written.

During this process many security programs that monitor files being written can interfere. problems can also happen if the file somehow gets corrupted during the period when it's being copied, something like the older definitions not being unloaded quick enough while the new files are written can all cause the definitions to show zero.

If you run into this problem again, there are a couple things that you can try to resolve the error. First go ahead restart the computer and then try the update again. Also check to see if any other security programs may be interring with the process. Some times cleaning out the temporary internet files on the computer will help as well.

Please let me know if you have any further questions.

Mike,

Thanks for the detail on the update process, unfortunatly this does not account for the failure after a manual download of the full sig/dat file I carried out three times and manually installed, which failed after Vipre tried to install said files.

It may help fault finding in future, my disapointment was the lenght of time it took to get some kind of anwser after the log files were uploaded onto be to asked to upload them again after a protracted delay and being told esentially the same thing on how to proceed.

In the end Vipre has sorted itself out with the aid of the new sig/dat file (5071) and it now updates itself without a problem.

Cheers

Storm

Hi Storm,

Thank you for posting. I'm glad to hear that the updates sorted themselves out. I apologize for the delay in response. I will be looking into this matter and see where some improvements can be made.