can't lock returnil interface [HELP]

Discussion in 'General Returnil discussions' started by chibiM, Sep 22, 2011.

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  1. chibiM
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    chibiM Registered Member

    I'm using RVS 2010 and have problem to lock its interface with a password

    1. the RVS2010 licensed is already registered but could not updated.
    2. I have enabled system safe after windows restart and lock it with a password, but after windows restarted, the returnil interface is still unlocked (though the protection is already on) so anybody would be able to disable the protection.
    3. After few times trying to lock the interface (doing test by restarting windows), the RVS 2010 which is already registered successfully before becomes FREE version..so I have to register its license number and repeat all the process.
    4. have tried 1-3 and test it and still got no guarantee that this problem won't happen again.

    What should I do?

    Installation ID: ~removed for privacy reasons by Mod~ (computer 1)
    Installation ID: ~removed for privacy reasons by Mod~ (computer 2)
    Last edited by a moderator: Sep 22, 2011
  2. Coldmoon
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    Coldmoon Returnil Moderator

    Hello chibiM and welcome to the forums :)

    1. To confirm: When you attempt to upgrade the client to the latest RSS Pro release build, the update fails or do you get an error message? If an error, what is the text of the error?

    2. In the lower right corner of the main program GUI, what happens when you click the "Lock the Interface" link? In other words, take me through the steps performed and what happens.

    3. You are saying that when you lock the interface in #2, the client becomes unregistered? If yes, can you please open a support ticket at the usual address and send us the following logs?

    * C:\Windows\rvs3.log
    * C:\Windows\rvs3-inst.log

    4. Let us take a look at the logs on at least one representative client system having this issue so we can provide more detailed feedback.

    One question - have you tried installing a fresh copy of RSS Pro 2011 on one of these systems after uninstalling the previous RVS 2010 client? If not, put this in your support ticket inquiry and we can set you up with test license. If the test performs as expected, we can work with you to get the other clients updated in a similar way with a specific RSS Pro license that will have the exact same time remaining on your license period and get you back up and running.

    Mike
  3. chibiM
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    chibiM Registered Member

    Hi Mike,

    1. There's no error message..it only shows the progress "updating now" then stop, so I check the product version : [nothing], the definition file: N/A (not available)

    2. Everything seems normal when I click "lock the interface" (i have to insert password and confirm it)..the link is changed to unlock the interface.

    Then I restart the computer

    it still shows the link "lock the interface" at the lower right corner of the GUI as if I didn't do the "lock the interface" before I restart the computer.

    3. No...the client become unregistered after I tried to lock the interface for several times (random time). I can not give you the logs right now because it's still registered version now.

    4. I haven't tried to install RVS pro 2011.
  4. Coldmoon
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    Coldmoon Returnil Moderator

    1. IS there any indication of a communication block in your firewall or in the rvs3.log file? The log is in plain text so you will be able to see any entries that show a communications error with the date stamp to the far left of the line.

    2. This is similar to an issue that was fixed in later builds of RSS where preferences were not remembered on some rare systems. It may also indicate:

    a. Something blocking the update of the preferences
    b. Damage to the database file

    To test, what we would recommend in the past is to do a complete uninstall, clean up any/all remnants (if applicable) and then reinstall the software. This would usually correct any problems with a damaged database file and return the program to normal function. In cases where the damage was subtle but more wide-spread, we have additional manual removal instructions that may help if the former does not clear the issue for you - please let me know either way.

    3. This report has me leaning more towards damage of some type as mentioned above.

    4. Try the above first. If it does not resolve the issue then we can move the the manual instructions with a new reinstall (fresh). If this also fails, I will then work with you to test whether the current RSS version addresses the problems. As RSS is a direct upgrade path for your current version, it is free regardless for you but may need an adjusted License Key as I mentioned previously.

    Mike
  5. chibiM
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    chibiM Registered Member

    Hi mike,

    We have tried re-install RVS a couple of times but can not solve this problem.

    btw one of the client now become unregistered..is there any way to send to log files to you because the attachment in this forum doesn't seem working and i can not do copy-paste in this forum?
  6. chibiM
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    chibiM Registered Member

    Hi mike,

    rvs3.log file seems too big to send via attachment..so I send you only rvs3-inst.log file.

    Attached Files:

  7. chibiM
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    chibiM Registered Member

    Here is some of the report in the rvs3.log file..(see attachment)

    Attached Files:

  8. Coldmoon
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    Coldmoon Returnil Moderator

    I am asking the team to take a closer look, but just from your snippet I can see two issues:

    1. Malformed database indicates database damage that is probably a key issue in the preferences not holding/inability to upgrade client
    2, (Intermittent?) Unable to communicate with the server which is most likely causing the update issue

    For #2, please make sure you are allowing HTTP access to *.returnilvirtualsystem.com domain via ports 80 and 443 in your firewall and/or other filters.

    For #1, I will send you a reply with instructions from the team for clearing this as quickly as possible.

    Mike
  9. Coldmoon
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    Coldmoon Returnil Moderator

    See your account PM for the instructions and let me know the results.

    Mike
  10. chibiM
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    chibiM Registered Member

    Hi mike,

    lock interface issue is solved after i did the instruction you gave me, however we still have problem on updating the definition.

    port 80 in my network firewall is not blocked to anywhere and i still have to check with my network admin about port 443..I let you know the update.

    one more question, do RVS require constant internet connection to maintain its registration status? I have many computers installed with RVS2010 which are not connected to internet after we get the licensed version but then changed back to the free version at random time.
  11. Coldmoon
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    Coldmoon Returnil Moderator

    No, once the client is registered, a connection to the server is not required except for features like the Virus Guard/Cloud updates, malware sample and suspicious behavior data (if activated), and remote management through the Returnil Commander console.

    The clients should not be "un-registering", but there was an issue in some older builds where this happened infrequently for some users. This issue was corrected in a later 3.2x build so updating the problem client to the current RSS Pro 2011 should resolve this problem. The new build is in your upgrade path so you would not need additional licensing - simply install the new RSS over your current RVS 2010 client.

    Mike
  12. chibiM
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    chibiM Registered Member

    Thank you for the explanation..

    I'm kind of confused whether you mean RVS pro 2011 or RSS 2011 but after trying both I decided to use RSS 2011, no problem so far.

    Thank you Mike.
  13. Coldmoon
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    Coldmoon Returnil Moderator

    Good point and I apologize for not making that clearer. The direct upgrade paths are as follows:

    1. RVS 2010 Home Lux & Enterprise Premier = RSS Pro 2011
    2. RVS 2010 Home Classic & Enterprise Classic = RVS Pro 2011

    Mike
  14. chibiM
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    chibiM Registered Member

    Hi mike,

    after few months using RSS 2011, to some computers the product version turn from enterprise premiere to Commercial or Free..

    What might change it? or should we upgrade the RSS? or what..HELP...
  15. Coldmoon
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    Coldmoon Returnil Moderator

    Hi,
    Please send us a support e-mail with the following information so we can check this at the server:

    1. Your License Number (KEY)
    2. The Installation IDs of the clients that changed to the free version

    Please don't post that information here as it is private. Send instead to support (dash) tech (at) returnil (dot) com.

    Mike
  16. chibiM
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    chibiM Registered Member

    hi mike

    I have sent you the email you requested..help me a.s.a.p..thanks

    Regards
  17. Coldmoon
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    Coldmoon Returnil Moderator

    Hi,
    We have checked the ticket and found that for one of the clients listed, the option to turn the GUI password on is deactivated in the client. Check the client's preferences > Administration tab to ensure that the option is enabled.

    For the other client, we were not able to locate it in the server so please check our reply to verify the Installation ID and we can move forward from there.

    Mike
  18. chibiM
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    chibiM Registered Member

    Hi mike,

    I've just sent you the correct Installation ID for the 2nd client.
  19. Coldmoon
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    Coldmoon Returnil Moderator

    Hi,
    See your e-mail. The process of clearing the license and than having you re-register the same client SHOULD correct the problem with the GUI showing the correct designation so let me know the results via reply to the support ticket.

    Mike
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