Can't turn on web & email protection, AdAware 11.1 Pro, Win7
I got Ad-aware 11 and I am using Windows 7 x64 pro. I am not able to enable web and email protection.
Tried several times contacting support but no avail.
Is Lavasoft Anti-virus an internet scam ? Their support people never gets back to me for this issue.
I have ad-aware pro version purchased. Have I thrown my money in water ?
These things are already tried
1.) Uninstall and Install Ad-aware
2.) Talk with tech support and they took the required files too.
3.) Followed up on this and don't hear updates from them
4.) Logging on http://www.lavasoft.com/mylavasoft/support/supportcenter/login?destination=support%2Fsupportcenter%2Fcontact_support ( which is not accepting the password from forgot password link)
5.) Can not request new password from here http://www.lavasoft.com/mylavasoft/support/supportcenter/password ( Not able to see captcha code)
Is there anything I missed wasting my time ??
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Left-overs of old antivirus programs can disturb the new antivirusprogram.
Please, run:
Norton Removal Tool: https://support.norton.com/sp/en/us/home/current/solutions/kb20080710133834EN_EndUserProfile_en_us
McAfee MCPR: https://service.mcafee.com/FAQDocument.aspx?id=TS101331
Avast Uninstall Utility: https://www.avast.com/uninstall-utility
Since Ad-Aware and Bitdefender share some files, you can't remove everything of Bitdefender without removing parts of Ad-Aware. You must first uninstall Ad-Aware, restart the computer, run Bitdefender uninstall tool, restart the computer and then install Ad-Aware again.
Bitdefender Uninstall Tool: http://www.bitdefender.com/support/How-to-uninstall-BitDefender-333.html
If you still can't turn on web and email protection, please upload the new Ad-Aware logs.
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Hi aaratn,
Please, send me a PM with the email address you used when contacting support, and I'll forward it to my contact person in the support team for investigation. How did you contact support, by web form, email, phone (which number)?
Please, collect logs and other information by following the instructions in http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/ to let Lavasoft investigate your issues.
When you have answered, I'll move your posts (and my answers) to a new topic since this one is about a particular issue with Ad-Aware 11.0 in Windows 8.1.
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Hi aaratn,
I'm sorry, my contact person is on vacation till the 21st, please send an email with all the information you have written in the PM and in the forum to sales@lavasoft.com, and someone there will assist you.
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Thanks aaratn for the PM. I've added my contact person to the conversation, please keep an eye of your PM box and emails for answers.
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I've had the exact same issue since upgrading from the previous version of Ad-Aware to Ad-Aware 11 (and subsequently 11.1.5151.0). I'm using Windows 7 and I have Total Security, but the only feature that I can turn on (or off) is Real-Time Protection. The other three features (Web Protection, Email Protection, and Network Protection) are permanently off and 'greyed out'. In fact, the sliders don't even register with the mouse.
I have uninstalled and reinstalled numerous times. I've been in touch with customer support by email, but they were unable to solve the problem. I've been in touch with customer service by phone, and I gave the technician access to my computer so that he could take a look at my system and uninstall and reinstall Ad-Aware 11 again. Unfortunately, I've still had no luck.
I'm a long-time customer and t's frustrating that this was never an issue with earlier versions of Ad-Aware, which ran well on my system. Although I'm sorry to read that others are experiencing the same frustration, I must admit that I'm slightly relieved to know that I'm not the only one!
Please let me know if anyone finds a fix to this problem. Thanks in advance!
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Hi DDW2014,
Often when this occurs, pieces of the previous antivirus program are still running and disturbing Ad-Aware. Please, collect logs and other information by following the instructions in http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/ to let Lavasoft investigate your issue.
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CeciliaB,
I'm trying to collect logs, but it's not going very well. I followed all of the instructions related to showing hidden files without a problem, but things got complicated after that:
Ad-Aware Folder(s)
- I don't have a 'Program Data' folder on my C: drive. I've got a 'Program Files' folder and a 'Program Files (x86)' folder. In the former, I opened the Lavasoft folder and found a folder called Ad-Aware Antivirus. I followed the instructions to zip file of this folder, but after a minute or two an error box appeared and the zip file was never created. I can tell you that in this Ad-Aware Antivirus folder, there are six more folders: Ad-Aware Antivirus, Antimalware Engine, Antispam Engine, Firewall Engine, Online Threats Engine, and Web Filtering Engine.
- Perhaps it's significant that in the 'Program Files (x86)' folder, there is a folder called Ad-Aware Antivirus. It was last modified 5/11/2013. This folder contains a subsequent folder called 'Definitions'.
- The 'Program Files (x86)' folder also contains a separate folder called Lavasoft. It includes a folder called 'Ad-Aware', which was last modified 13/05/2012. This folder is empty.
- Question: Is it unusual to have some Ad-Aware files stored in 'Program Files' while others are stored in 'Program Files (x86)'? Could this be the problem?
Temp Folder
- I found the 'users' folder, and I clicked on the folder with my name on it. Unfortunately, there was not a subsequent folder called 'appdata' (nor local nor temp). I couldn't make a zip file of this folder either because I couldn't find it.
System Information
- This one I could do! See the attached zip file.
I'm not sure if this message will help you help me. Should I get in touch with support again and let them (remotely) take a look at my program files again? I've already been in touch with support a few times. The first guy was a pleasure to deal with, but the problem persists, and I have to say that the last guy I spoke to definitely shouldn't be working in a customer service job of any sort!
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Oops! I missed the bit about the 'radio button' in the revealing hidden files instructions. I've now got the zip files that I failed to post with my last message.
Is it significant that the 'Program Data' contains both a folder called 'Ad-Aware Antivirus' (last modified 7/11/2013) and a folder called 'Lavasoft' (last modified 23/01/2014)? The 'Lavasoft' folder contains the Ad-Aware 11 folder (see zip file).
There were a lot of Msi files, so I chose the one with the most recent date.
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I followed your instructions without any issues, but after restarting the computer, I still couldn't activate more protection features.
I've just uninstalled the program (again). However, after uninstalling, I notice that there are still Ad-Aware and Lavasoft folders (some empty and others containing files) on the hard drive. Some are in 'Program Files' and others are in 'Program Files (x86)'. Aren't these folders and files supposed to be deleted during the uninstall process?
I'm about to re-install. We'll see if anything changes upon reinstallation.
As for the customer service rep, I didn't get his name. He took my name and phone number and told me that someone would call me back, but that was about a week ago. I survived the experience, so I'm not too worried about it.
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Good that you managed to find the ProgramData folder
I'm sorry that you had a bad experience with one of the persons in support. If you have the name of the person, you can send it and your own email address to me in a PM and I'll forward it to my contact person in the support team for investigation.
The folder called 'Ad-Aware Antivirus' is created by Ad-Aware 10.
There are drivers from Ad-Aware 10 still running, and that can cause various issues.
Please, start a Command Prompt window:
XP:
Start button - All programs - Accessories - Command Prompt
Vista, Windows 7:
Start button - All programs - Accessories
Right-click Command Prompt and select Run as administrator.
Windows 8, 8.1:
Search for Command Prompt and when the program is listed right-click Command Prompt and select Run as administrator.
In the Command Prompt window enter the following commands (end each one with the Enter key):
sc stop gfibto
sc delete gfibto
sc delete gfiark
If you get an error message after the stop command, please don't enter the other commands.
Please, write all error messages you get in your answer.
Restart the computer.
Can you activate more protections now or is more actions needed?
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Yes, they should. Please, wait with installing with Ad-Aware and let us try to remove everything that has with Ad-Aware to do first.
Save DDS to your desktop: http://download.bleepingcomputer.com/sUBs/dds.scr
Double-click on the DDS tool to run it.
When finished, DDS will open two (2) logs:
1. DDS.txt
2. Attach.txt
Save them to your desktop and paste the content of DDS.txt into your answer (or attach it).0 -
I informed my contact person at Lavasoft and she asks if you can check, if there is a file called bdfirewall.txt in the C:\Program Files\Lavasoft\Ad-Aware Antivirus\Firewall Engine\1.6.0.0\Drivers folder. If yes, please attach it to your post.
Please, start with this.
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CeciliaB,
Thanks again for walking me through some of this stuff. Unfortunately, I reinstalled Ad-Aware prior to reading your post at 10:13. However, if you suggest uninstalling again and then following your instructions, I'm willing to do it one more time.
You said that I should start by looking for the file that your contact at Lavasoft asked to see. Should I do that while it's installed (now) or after I've uninstalled the program again (later)?
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I just checked for the file that she asked to see, and it doesn't exist at the moment (with Ad-Aware 11 installed).
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I'll try to get to the DDS.txt log file sometime this weekend. However, I've got a new issue you might be able to help me with. After following the instructions in your 8:05am post today, I am getting the following error message when I turn on my computer:
- APSDaemon.exe - System Error
- The program can't start because MSVCR80.dll is missing from your computer. Try reinstalling the program to fix this problem.
I've never seen this message before.
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Maybe you need to uninstall Ad-Aware later on, but let us first see how the DDS.txt log file looks like now.
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Thanks again, and you're right, it had nothing to do with any of your helpful instructions (and instead had something to do with Apple programs like iTunes on my computer). That issue has now been taken care of and I'll get back on track to solve the original problem. I can tell you that I feel more tech-savvy and knowledgeable about my PC than ever; I deserve a certificate of some kind for this
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Sorry, since I don't know in which time zone you are, I'm not sure which post you mean. Please write the post number (e.g. this is #17) located in the upper right corner of each post.
But this is a very new topic about that message: https://discussions.apple.com/message/24614851
I think that's your problem and it's unrelated to any posts in this topic.
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As requested:
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You're welcome
I'm glad your error message has disappeared and that your have learnt some stuff about computers.
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My contact person in the Lavasoft QA team (not support team this time) asks if you allow them to connect to your computer to try to solve your issue. You'll see everything they do, and you'll be able to stop them and communicate with them. If you accept it, please send me your email address in a PM. Lavasoft will respond in another PM and later on send you a file by email.
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1. Most drivers of Ad-Aware 11 are missing in the logs, something failed during the installation. Please, compare your installation procedure with the manual and see if a full or a compatible install was done.
http://userguide.lavasoft.com/ad-aware11/Public/Default.aspx
Did you get any error messages during the installation?
2. There is a disabled driver of Ad-Aware 10, maybe it can disturb. Please, delete it:
Start button - All programs - Accessories
Right-click Command Prompt and select Run as administrator.
sc delete sbre
Please, write all error messages you get in your answer.
3. The MSI file you uploaded in post #8 is for an Apple product. Please, try to find the MSI files that were created during the last installation of Ad-Aware by checking the time stamps. You can open the MSI files in Notepad to check if Ad-Aware or some other product is mentioned in them. It can be up to seven MSI files created during the installation of Ad-Aware.
4. Since you have installed Ad-Aware again, please follow section 1 on the http://www.lavasoftsupport.com/index.php?/topic/33638-collect-logs-for-troubleshooting/
page and upload the file again.
5. Please, follow post #12 again.
6. Java 6 Update 15 (64-bit)
Java SE Development Kit 6 Update 15 (64-bit)
Those are very old versions of Java with many vulnerabilities that can be exploited by a web page to infect the computer. I recommend that you uninstall them.Lavasoft and I appreciate your patience and all your work with collecting logs and trying different suggestions
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CeciliaB,
I would be happy to allow your contact in the Lavasoft QA team to connect to my computer sometime. Should I do this before following the steps you listed in post #21? Or should I follow the steps first?
A helpful customer service rep named Jay connected to my computer remotely and completed an uninstall and re-install of Ad-Aware 11, but it didn't solve the problem. The program has been uninstalled an re-installed a number of times, and I also want to point out that all Ad-Aware features were working fine prior to the launch of Ad-Aware 11, which makes it all a bit more confusing. I've had a paid version of Ad-Aware on my laptop for the past four years.
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DDW2014,
You can follow the stops in post #21 while you're waiting for the connection.
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I have the same problem, Have been on the phone with hours and had a technician remote desktop - he didn't know what he was doing all he did was deactivate my key and provide a new one and inform me to run a scan and let it complete and it should work fine. I had informed him I had already done a full, quick scan, and it doesn't allow the option still to turn on Web Protection Email Protection Network Protection and then insisted on purchasing this that the other, and honestly why would anyone want to buy something additional when they are having problems with their first purchase? Also I can't zip Ad-aware folder because I get and error on smartdb.dat "File not found or no read permission". Nor do I have any msi files in C:\Users\Michael\AppData\Local\Temp. systeminfo.zip
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Yeah I'm aware, I get the error while ziping the adaware folder. And yes I have hidden files shown.
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Hi mrfrie8133,
Which version of Ad-Aware 11.1 do you have, Free, Personal, Pro or Total Security?
There is a file called smartdb.dat in "C:\Program Files\Ad-Aware Antivirus" folder but Lavasoft wants a copy of the "C:\Program Data\Lavasoft\Ad-Aware 11" folder. Please, see if you can find the right folder. Have you changed the setting to show hidden files and folders as the instruction says?
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I used ad-aware in the past, worked perfectly, so i wanted to give it a try once again.
I did a clean install on my laptop when i updated from HD to SSD.
First installed MS windows 8 pro, let windows do all the updates, upgraded to 8.1 pro, did the updates.
After installing some programs, i bought the latest Ad-Aware total security.
Only the real time protection can be turned on. I can understand that when i would have used my laptop for a few months there would be some issues due to left overs off uninstalled files or logs or OS related errors, but not on a system where i have installed just a couple of programs like virtual dj, Itunes and nightly (the 64-bit version of firefox).
I looked at the forums and it seems that many people have issues when Itunes has been installed.
My question, what's the thing to do? wait for apple to hopefully resolve this in the next update or do a work around ?
In work around scenario, would it be possible to bring out an update to fix the problem?
In case lavasoft has already begon on a update to fix the issue, keep up the good work.
Registry tuner is also installed and works perfectly.
johan
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Which version of Ad-Aware 11.1 do you have, Free, Personal, Pro or Total Security?
Can you zip all other folder in "C:\Program Data\Lavasoft\Ad-Aware 11" except the one containing smartdb.dat?
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Total security, I'll attempt to this evening
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