DRWEB: can't get Spidermail to work.

Discussion in 'other anti-virus software' started by Barney, Jan 17, 2009.

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  1. Barney

    Barney Registered Member

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    When I later attempted to install spidermail to my DREB installation, I reboot and get the following prompt: Spider Mail is not installed of not installed correctly. Please reinstall it." Does anybody know how to correct this issue. I tried everything to include completely uninstalling DRWEB and the re-installing. It still gives me the same error message. Thanks.

    Using XP Pro


    Barney
     
  2. format_c

    format_c Registered Member

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    were you using NOD32 before?
     
    Last edited: Jan 17, 2009
  3. Barney

    Barney Registered Member

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    I think I might have used it quite a while ago. But since then I had DRWEB set up and working fine with Spidermail installed. Since I wasn't using spidermail when I first purchased it, I uninstalled the spidermail component. Just recently when I attempted to install it back, I am getting this error. Did nod32 leave somthing behind that I need to delete? Please let me know. Thanks.

    Barney
     
  4. C.S.J

    C.S.J Massive Poster

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    this forum is biased!
    why are you installing it again, youve been playing around havnt you? lol :rolleyes:

    add/remove programs or clicking back on the installation will show you the modify/repair screen.

    select modify, 'only' select SpiderMail and continue with the installation of that module.

    all else fails, simple... un-install it all and re-install with the modules you want.
     
  5. Barney

    Barney Registered Member

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    Thanks for the reply C.S.J. That is exactly what I did, but it started asking for the DRWEB_500.msi file, which was not on my system at all. I then installed from the exe file, did the modify option, added the spidermail.exe to the installation and everything looked fine. I rebooted and got the error I listed above. I am very confused.

    Barney
     
  6. Barney

    Barney Registered Member

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    I think there may be some deep rooted registry entry that is not allowing me to reinstall the spidermail option. I went through and deleted all DRWEB entries in regedit, did a reinstall and the problem is still there.

    Barney
     
  7. SergM

    SergM Registered Member

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    Start -> Run
    1. rundll32 "C:\Program Files\DrWeb\drwebsp.dll" uninstall
    2. rundll32 "C:\Program Files\DrWeb\drwebsp.dll" install
     
  8. format_c

    format_c Registered Member

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    sometimes it leave LSP hook. I guess you can run LSPfix and show us what do you see there. or remove NOD32 and Dr.Web hooks, reboot and install SpIDer Mail again. on the other hand, 'netsh winsock reset', reboot and install SPML could help you.
     
  9. C.S.J

    C.S.J Massive Poster

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    this forum is biased!
    cant he just disable it from the S.Agent menu instead?
     
  10. SergM

    SergM Registered Member

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    Why? o_O
     
  11. Barney

    Barney Registered Member

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    How do I run the items you listed?

    Barney
     
  12. SergM

    SergM Registered Member

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    Hmm...
    The main menu Start-up (the big green button in the left bottom corner)
    There find the program Run
    Copy\Paste in this progrm line this:
    1. rundll32 "C:\Program Files\DrWeb\drwebsp.dll" uninstall
    2. rundll32 "C:\Program Files\DrWeb\drwebsp.dll" install
    Enjoy ;)
     
  13. Barney

    Barney Registered Member

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    No, that didn't work either. Still won't start.

    Barney
     
  14. SergM

    SergM Registered Member

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    It is necessary to address to service of technical support http://support.drweb.com/?lng=en
     
  15. format_c

    format_c Registered Member

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    have you checked LPS chain with LSPfix?
     
  16. BlueZannetti

    BlueZannetti Administrator

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    Barney,

    Could I make a suggestion? Could we define the operating environment a little better and perform a touch of system cleaning?
    • What OS service pack level is being used? My assumption is SP2 or SP3 level, but let's get the details out there. If SP3, did the install go without obvious issue?
    • Are there additional third party applications always running, particularly security related ones that may hook into the mail system? Use Process Explorer to get a clear sense of what's really running on your system.
    • Before you do anything described below:
      • Download WinsockXPFix
      • Download CCLeaner
      • Download a fresh copy of the speciifc DrWeb product that you use.
      • Restart, uninstall DrWeb, restart again.
    • Just to verify that there are nothing floating around that we're all missing, have you performed a bit of a system clean? I generally use CCLeaner to clear out temporary locations (these really shouldn't be a factor here - just good periodic system hygiene). For this exercise only, under CCleaner>Cleaner>Advanced>check Old Prefetch Data. Select Analyze, and when it's done, Run Cleaner.
    • Scan the registry for errors (CCleaner>Registry>Scan for Issues>Fix Selected Issues) as well. My experience is that CCleaner is very conservative here - let it fix whatever it finds. Since these errors can involve secondary dependencies, rescan the registry until no errors are located.
    • Have you tried WinsockXPFix to reset the LSP chain already? It's basically equivalent to LSPFix, although I tend to prefer it. Very easy to use.
    • Reinstall DrWeb, but restart first. Always put the system in a well defined state prior to an install. Go with a pure default installation at this point, absolutely no customization. Let's test for basic functionality in the simplist case, then add complications of a potential custom install
    I realize much of this is actually covered above.

    Blue
     
  17. Barney

    Barney Registered Member

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    I am running Windows XP w/SP3. I had DRWEB completely installed with all available options. I wasn't currently using the SPidermail, so I went ahead and removed that from the installation. Everything up to this point went fine. About 2 weeks later, I decided to re-install Spidermail, so I went into add/remove programs, added spidermail.exe, but I got a prompt asking for a file similar to "DRWEB-500-space.msi". I searched eveywhere on my hard drive for this file but it is not there. If I could find this ".MSI" file, this could probably fix my problem. Unfortunatly, I click "cancel" and the installation is aborted.

    If I install from the DRWEB installation icon, I can add spidermail and the installation appears to work correctly, until I do a reboot. At that point a prompt pops up saying that "spider mail is not installed or working correctly". When I check the tray icon, it shows spidermail in the popup window, but it isn't started. I can go in and change the spidermail settings but if I click "start", I get the above prompt: "spider mail is not installed or working correctly". I have tried completely uninstalling, reinstalling, registry cleaners, but nothing seems to work. I emailed DRWEB a coupld days ago, but no luck. They have not gotton back with me. It looks like a re-image is necessary. Next time I am going to do what I did last time. I am going to install all the options and just turn off the ones I don't need at the moment. I will also try the "winsock fix". Thanks for everybodys help.

    Barney
     
  18. BlueZannetti

    BlueZannetti Administrator

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    That's the V5.0 installation file
    That really shouldn't create an issue.
    Please follow the specific instructions that I provided above in the order given, but let me add a couple to do immediately following the "Restart, uninstall DrWeb, restart again" step.
    • Save your keyfile (C:\Program Files\DrWeb\DrWeb32.key) to a safe location (say My Documents and/or an offline location - I always keep keyfiles in multiple locations in the event of unfortunate circumstances).
    • Take a look in the spidermail log file. Does it (C:\Documents and Settings\"your login name"\DoctorWeb\spiderml.log) provide any useful diagnostic information? If so, adjust what you do accordingly.
    • Clean out all references to Dr Web. Manually do the following:
      • Delete the folder C:\Program Files\DrWeb
      • Delete the folder C:\Documents and Settings\All Users\Application Data\Doctor Web
      • Move the folder C:\Documents and Settings\"your login name"\DoctorWeb offline. This has the logfiles, they may be useful at some point, so save them but force the folder to be recreated.
    • The reason for these steps is to force recreation of everything. I personally don't know the precise mechanics of the install protocol that DrWeb employs, but I have run into cases in which there has been operational corruption of retained files that were not overwritten if they existed during an installation which did prevent programs from working properly. That's the rationale behind these cleaning steps.
    Have you checked the My DrWeb location? Do a right click on the Dr Web icon in the system tray and select "My Dr. Web"
    If you go this route, try an in-place install first. Less work overall.

    Blue
     
  19. Barney

    Barney Registered Member

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    Thanks for all the details. Unfortunately I got to it too late. I had an image on DVD prior to this problem happening. I re-imaged my machine and it is working fine. I will remember everything you stated and attempt it if it happens again in the future. Thanks.

    Barney
     
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