Earthlink TotalAccess blocks KAV database updates

Discussion in 'other anti-virus software' started by Stro, Dec 4, 2005.

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  1. Stro

    Stro Registered Member

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    Have any Earthlink users had this problem, or just me?

    My ISP is Earthlink (cable). Before installing Earthlink's TotalAccess 2005 software, I downloaded, installed and successfully updated the AV database for KAV 5.0.388 (30 day trial version). Then I installed TotalAccess 2005 and KAV's database update abilility immediately stopped.

    So I uninstall both TotalAccess and KAV, then reinstall KAV. KAV again updates. Then I reinstall TotalAccess, and KAV's update ability is again dead in the water.

    I tried these things with firewall disabled and with KAV web address placed in the IE Trusted Zone. I've referred this problem to both Kaspersky and Earthlink tech support, and both don't have a clue what is causing the problem.

    Has anyone experienced this problem and can offer insight?
     
  2. dog

    dog Guest

    Just curious ;) What is the TotalAccess 2005 software package? Why do you need it?
     
  3. BlueZannetti

    BlueZannetti Administrator

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    TotalAccess 2005 is the Earthlink AV/firewall/antispam/etc. suite. Correct? That alone is likely the problem. You mention you disabled the firewall, was the AV installed and/or active?

    Blue
     
  4. Stro

    Stro Registered Member

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    Earthlink high-speed cable ISP is an "always on" system. You simply click on the Firefox or IE icon on your desktop and you're immediately online. You don't need TotalAccess to access the internet this way.

    TotalAccess 2005 is Earthlink software that provides your mailbox. You can also get Earthlink's AV and firewall in a separate download, but I did not because I already have ZoneAlarm & KAV on my PC (and at the "install" point Earthlink tells you not to install their "Protection Control Center" Total Access module containing their AV and firewall if you already have them installed on your PC).

    TotalAccess also consolidates all the links you need to contact customer svc, tech support, change your account details, add a new user, etc.

    I could delete TotalAccess and just access my mail through the web based webmail@earthlink.com except for one thing. But I don't want to eliminate TotalAccess for one crucial reason. You have to make all household users sign onto the internet through TotalAccess in order to utilize the Earthlink integrated child protections feature. And I have a 14 year old son who's hormones will soon be a-popin'.

    BlueZanetti, I'm not sure I understood your last sentence. The firewall was disabled through all my testing. KAV is installed currently (with TotalAccess installed) and it scans fine. But I have to update its AV database by manually downloading zip files from the Kaspersky website.

    Another strange thing is that Earthlink's mailbox (the one installed by TotalAccess) will not send or receive email if the KAV is set to actively scan email. I have to click the KAV "Disable Real-Time Mail Protection" settings box in order for the mailbox to send/receive.

    I figured there must be cable Earthlink users out there who are using KAV, or have attempted to use KAV, and can tell me if my problems are a known issue or a quirk unique to my PC.

    Regards,
    Stro
     
  5. BlueZannetti

    BlueZannetti Administrator

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    Stro,

    Just checking the obvious - whether the AV module of TotalAccess was active or not. You clearly understand the issues by noting the AV/firewall is a separate module that you did not download it.
    Clearly there's some type of conflict or minor configuration issue afoot here. I'd probably see if it involved the TotalAccess spyware and/or spam blocker modules, assuming you have these enabled.

    Blue
     
  6. WildThought

    WildThought Guest

    Another datapoint to gather might be to try to install Total Access (no AV or firewall) first and then KAV and note results rather than trying to diagnose the exact incompatibility. Good luck!
     
  7. Stro

    Stro Registered Member

    Joined:
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    Location:
    Memphis, TN USA
    Blue,

    I verified Earthlink's TotalAccess spam blocker and spyware blocker modules were disabled. But KAV still cannot update its database. (And as I said, I never installed the separate Earthlink Total Protection Center containing the free anti-virus or firewall programs.)

    I then used Mike Lin's Startup Control Panel to stop Surf Monkey (Earthlink's child protection software) and anything labeled Earthlink or TotalAccess from starting at system boot-up. I rebooted and then tried to update the KAV databases. Again I met with failure.

    I've spent hours trying to figure out what in TotalAccess is preventing KAV from talking to its servers. I'm baffled.

    You know, cable Earthlink is not an unusual ISP, and there are plenty of KAV users on this forum. I'm surprised not one person who uses both has posted to this thread to add their experience concerning TotalAccess and KAV compatability.

    Well, looks like I'll be trialing NOD32 in the coming weeks.

    Regards,
    Stro
     
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