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F-Prot problems

Problem: The uninstaller doesn't remove F-prot
Solution:

  1. Start by the Update Monitor.
    To close the Update Monitor:
    1. Go to Start -> Control Panel -> Administrative Tools -> Services.
    2. Right-click "F-Prot Antivirus Update Monitor" and select Properties. In the "Startup type" select Manual. Click OK to confirm this action.
    3. Then restart your computer.

  2. When the computer has rebooted, close the RealTime Protector and the Scheduler. To close the RealTime Protector and the Scheduler:
    1. In system tray, right-click the F-StopW and Scheduler icons and select Exit.

  3. After closing them, delete the F-Prot Antivirus folder (default location: C:\PROGRAM FILES\FSI\F-PROT). If you receive a message regarding denied access when deleting the F-Prot folder, please open the F-Prot Antivirus folder and delete the files one by one. You need to continue with the instructions even though you cannot remove all the files.
  4. Then, go to Start -> Run, type regedit and click OK.
  5. Remove the following registry keys below:
    [HKEY_LOCAL_MACHINE\SOFTWARE\FRISK Software International] [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\ {9FD12630-1991-46F5-8479-92DE1EAE87DA}] HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\FPA_RTP HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\F-PROT Antivirus Update Monitor
  6. Then, remove the shortcuts for F-PROT Antivirus programs from the Start menu.

Problem: When running F-Prot Antivirus error message: "The handle is invalid"
Solution:

  1. If you install F-Prot Antivirus for Windows on Windows NT/2000/2003/XP you sometimes need to install it twice. When you install again, select "Repair".

  2. If you have a very old version of F-Prot Antivirus for Windows and install a new version without uninstalling the old version this error may occur. See solution below.

  3. If you have F-Prot Antivirus for Windows installed on a computer running Windows 95/98/ME and upgrade to Windows NT/2000/2003/XP and install F-Prot Antivirus for Windows again, you may receive this error. See solution below.

Problem: RealTime Protector detects W32/XCP.A
Solution:

When you are using a Sony BMG music CD with XCP (Extended Copy Protection) then files and registry keys are installed on your computer and processes are run. The file detected as W32/XCP.A is a part of Sony's XCP copy protection. To fix this problem, you must first uninstall the XCP copy protection software.

Removing the XCP copy protection software:

Sony has released an update that removes the cloaking technology component of XCP. Please go to http://cp.sonybmg.com/xcp/english/updates.html to obtain the update.

The complete uninstallation of the XCP copy protection software can only be done by sending an uninstallation request to Sony through their customer support. Please go to http://cp.sonybmg.com/xcp/english/form14.html for the request form.

For more information about the XCP copy protection, please read the following:

Problem: F-Prot Antivirus is detecting a virus on my system but neither the RealTime Protector nor the OnDemand Scanner are disinfecting it
Solution: The RealTime Protector only detects, it does not disinfect. If the OnDemand Scanner is unable to disinfect it is likely that the reason is one of the following:

  1. The infection is located in the system volume information folder and is therefore locked in the system restore. For further information, see The RealTime Protector displays a message saying that files in "C.\system volume information\resoter" are infected.

  2. The infection is located in a system file in Windows and Windows has locked the file and so the OnDemand Scanner does not have write access to disinfect the file. In that case you will have to use the DOS/CMD scanner to disinfect your computer. For further information, see My computer is infected with a virus. What should I do? and select the appropriate operating system

  3. The infection is located within an archive and F-Prot Antivirus does not support disinfecting within archives. When dealing with files inside archives, you can safely open the archive to see whether it contains any other files than the one that was detected by F-Prot Antivirus. If there are no other files, the archive is likely to have been created by some virus dropper and therefore the archive can be safely deleted.

Problem: Failed to retrieve information about the status of your update subscription
Solution:

  1. Check the connection. If you are not connected to the Internet, an update of the virus signature files via the Internet will not function.
  2. What version of F-Prot Antivirus is installed? Please make sure you have the latest version available. The current version is 3.16d. Please upgrade if necessary.
  3. Do you have a firewall installed? Many personal firewalls take it upon themselves to close all traffic unless it is explicitly opened. Make sure that the Updater is “allowed” through to update.
  4. Do you connect through a proxy? F-Prot Antivirus Updater does not support Proxy authentication, i.e. you cannot set user and password to connect through proxy.
  5. Do you have Internet Explorer installed on your computer? Please note that you have to Internet Explorer 4.0 or newer installed on your computer to be able to use the Updater. Check whether Internet Explorer is set to "work offline". If that is the case set it to "work online".

Problem: Updater: No connection (The operation timed out)
Solution:

Error message that appears: "Updater: No connection (The operation timed out)" The reason for this error is that our servers are currently busy and the browser timed out while trying to retrieve the virus signature files. Solution:This is most likely a temporary issue. Therefore we urge you to try to update the virus signature files again if this error occurs. If the problem persists please check the following

  1. Check the connection. If you are not connected to the Internet, an update of the virus signature files via the Internet will not function.
  2. What version of F-Prot Antivirus is installed? Please make sure you have the latest version available. The current version is 3.16d. Please upgrade if necessary.
  3. Do you have a firewall installed? Many personal firewalls take it upon themselves to close all traffic unless it is explicitly opened. Make sure that the Updater is “allowed” through to update.
  4. Do you connect through a proxy? F-Prot Antivirus Updater does not support Proxy authentication, i.e. you cannot set user and password to connect through proxy.
  5. Do you have Internet Explorer installed on your computer? Please note that you have to Internet Explorer 4.0 or newer installed on your computer to be able to use the Updater. Check whether Internet Explorer is set to “work offline”. If that is the case set it to “work online”.

Problem: Updater: No connection (The server name or address could not be resolved)
Solution:

Error message that appears:

"Updater: No connection (The server name or address could not be resolved)"

The reason for this error is that the Updater could not find the needed information from the DNS.

This is most likely a temporary issue. Therefore we urge you to try to update the virus signature files again if this error occurs. If the problem persists please check the following

  1. Check the connection. If you are not connected to the Internet, an update of the virus signature files via the Internet will not function.
  2. What version of F-Prot Antivirus is installed? Please make sure you have the latest version available. The current version is 3.16d. Please upgrade if necessary.
  3. Do you have a firewall installed? Many personal firewalls take it upon themselves to close all traffic unless it is explicitly opened. Make sure that the Updater is “allowed” through to update.
  4. Do you connect through a proxy? F-Prot Antivirus Updater does not support Proxy authentication, i.e. you cannot set user and password to connect through proxy.
  5. Do you have Internet Explorer installed on your computer? Please note that you have to Internet Explorer 4.0 or newer installed on your computer to be able to use the Updater. Check whether Internet Explorer is set to “work offline”. If that is the case set it to “work online”.

Problem: Updater: No connection (The system cannot find the file specified.)
Solution:

Error message that appears:

"Updater: No connection (The system cannot find the file specified.)"

The reason for this error is that the F-Prot Updater is unable to connect to the Internet.


This is most likely a temporary issue. Therefore we urge you to try to update the virus signature files again if this error occurs. If the problem persists please check the following

  1. Check the connection. If you are not connected to the Internet, an update of the virus signature files via the Internet will not function.
  2. What version of F-Prot Antivirus is installed? Please make sure you have the latest version available. The current version is 3.16d. Please upgrade if necessary.
  3. Do you have a firewall installed? Many personal firewalls take it upon themselves to close all traffic unless it is explicitly opened. Make sure that the Updater is “allowed” through to update.
  4. Do you connect through a proxy? F-Prot Antivirus Updater does not support Proxy authentication, i.e. you cannot set user and password to connect through proxy.
  5. Do you have Internet Explorer installed on your computer? Please note that you have to Internet Explorer 4.0 or newer installed on your computer to be able to use the Updater. Check whether Internet Explorer is set to “work offline”. If that is the case set it to “work online”.

Problem: System error 10: Virus signature files are corrupted
Solution:

There is a great chance that this is a temporary issue. Therefore we urge you to try to update the virus signature files again if this error occurs.

If updating the virus signature files does not solve the problem, try deleting the virus signature files manually from your system and running the Updater again.

You need to disable the RealTime Protector prior to deleting the files. This is done by right-clicking on its icon (F-StopW) in the system tray (bottom right hand corner) and selecting to exit. Make sure that you enable it again afterwards, to do so access the OnDemand Scanner, and press the RealTime Protector button.

Now access the C:\Program Files\FSI\F-Prot folder and delete the following files:

Sign.def
Sign2.def
Macro.def

Then, go to Start then All programs, select F-Prot Antivirus program. Select Updater and run an update of the signature files.

NB: F-Prot Antivirus engine itself will not run after deleting the definition files (Sign.def, Sign2.def, Macro.def). You will probably receive an error like Error:SIGN.DEF not found. Install first the definition files by running the Updater.exe (instructions above).

Problem: Virus signature files are corrupted
Solution:

There is a great chance that this is a temporary issue. Therefore we urge you to try to update the virus signature files again if this error occurs.

If updating the virus signature files does not solve the problem, try deleting the virus signature files manually from your system and running the Updater again.

You need to disable the RealTime Protector prior to deleting the files. This is done by right-clicking on its icon (F-StopW) in the system tray (bottom right hand corner) and selecting to exit. Make sure that you enable it again afterwards, to do so access the OnDemand Scanner, and press the RealTime Protector button.

Now access the C:\Program Files\FSI\F-Prot folder and delete the following files:

Sign.def
Sign2.def
Macro.def

Then open the Updater and run an update of the signature files.

Problem: Receiving error message "Failed to set file attribute to writable"
Solution:

The problem is that you are logging in as a user with limited privileges. If you want users with limited access to be able to update the virus signature files you will have to give them write access to the Updater's registry key.

Click on "Start" and "Run" and type regedit:

Locate the following registry key:

[HKEY_LOCAL_MACHINE\SOFTWARE\FRISK Software International\FP-Updater]

Right-click on the registry key and select "Permissions":


In the "Permission" panel select the user you want to give access to the Updater's registry key and check "Full Control":

Select "Apply" to confirm the changes and then "Ok" to close the panel. Close the Registry Editor and restart the computer.

Problem: I am receiving a runtime error and abnormal program termination when I update.
Solution:

  1. F-Prot Antivirus supports the major proxy servers but not all. There is a possibility that your proxy server is not supported by F-Prot Antivirus.
  2. F-Prot Antivirus functions correctly with many firewalls but there is a possibility that your firewall is incompatible with F-Prot Antivirus.
  3. F-Prot Updater uses Internet Explorer to access the Internet. If you are using a different browser, make sure that the proxy settings, if any, in IE are supported by F-Prot Antivirus.

Problem: Updater: Broken connection (The connection with the server was reset)
Solution:

Please make sure that the Internet connection is in order and update again. If the problem persists please check the following

  1. What version of F-Prot Antivirus is installed? Please make sure you have the latest version available. The current version is 3.16d. Please upgrade if necessary.
  2. Do you have a firewall installed? Many personal firewalls take it upon themselves to close all traffic unless it is explicitly opened. Make sure that the Updater is “allowed” through to update.
  3. Do you connect through a proxy? F-Prot Antivirus Updater does not support Proxy authentication, i.e. you cannot set user and password to connect through proxy.
  4. Do you have Internet Explorer installed on your computer? Please note that you have to Internet Explorer 4.0 or newer installed on your computer to be able to use the Updater. Check whether Internet Explorer is set to “work offline”. If that is the case set it to “work online”.

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