Upgrade problem

Discussion in 'ESET Smart Security' started by bajan, Jul 18, 2010.

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  1. bajan

    bajan Registered Member

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    Hi - I received an email from Eset to renew, which I did. Firstly, instead of being able to buy a licence for 2 computers I had to buy for 3 (which by the way worked out cheaper). I uninstalled Eset through add/remove programs (Note: I did not know I shouldn't be doing that, that I should have used the uninstall that comes with Eset). Anyway, I then downloaded the New Version, everything went fine until I got to the "removing backup files" section. I waited for about 30 mins and it just "hung" there. Then I decided to switch my computer off, restarted and lo and behold Eset started no problem, I even updated. This morning when I turned my computer on, Eset came up with an error saying that the firewall wasn't working. Also, Eset was not in my 'Start, Program Files'. To find it I had to go into My Computer, Program Files. Eset said I should uninstall it and re-install. After much searching I found the uninstall link on this site. I have now tried to reinstall it and it hangs after about 3 minutes. My query - is there anyone who can help me with this problem please? Sorry this is such a long post.... Please note I also have Netgear, could this be a problem? Thanks.
     
  2. Cudni

    Cudni Global Moderator

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  3. bajan

    bajan Registered Member

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    Hi - Yes that was how I was able to uninstall Eset initially. Now when I try to reinstall new version it just hangs....
     
  4. Cudni

    Cudni Global Moderator

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    No error message or anything? It just hangs until you restart or ...?
     
  5. bajan

    bajan Registered Member

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    Hi Cudni - thanks for giving me the link to contact customer care. I have resolved the problem. When I connected to Customer Care I discovered that I could download earlier versions of Eset. What I didn't know was that they had 32bit and 64bit versions. Anyway, I downloaded Version 4.0.474.0 (32 bit) and presto it downloaded no problem and even updated. I don't know whether when I renewed my licences the link they sent me was wrong (it didn't state whether it was a 32bit link or 64bit link) or if there is a bug in the new Version. Just thankful that all is now working well. I am not game to try and update to the new version just in case....:doubt:
     
  6. COSMO26

    COSMO26 Registered Member

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    https://www.wilderssecurity.com/showthread.php?t=277039

    My Thread above Duplicates your Entire experience EXCEPT that My Install Freeze at Removing BkUp Files FORCES a Hard Shutdown - my entire computer Locks-Up at that point. I first had another issue, as well.

    Living off 4.0.74 doesn't sound right. There needs to be a Current 4.2.58 Resolution. Earlier Version Dnloads DO NOT OFFER ANYTHING in 4.2 - Why not? 4.2.40 Worked FINE for me!

    FYI
     
  7. bajan

    bajan Registered Member

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    Hi again

    Well I thought I had resolved this problem a few days ago. However, I have been struggling with it since. As stated in my earlier posts I was able to download an earlier version and it all worked fine. However, every time I turn the computer off and restart the next morning Eset does not work, it comes up with "error communicating with kernel". I have uninstalled and reinstalled approximately 7 times now. I contacted ESET support who told me to uninstall and reinstall the "new" version. I tried this again as well and it "hung" on "removing backup files". I have sent another email to support but no reply as yet. I have had to resort to download AVG Free just so I could use the internet. I really am at my wits end as to what to do now. I have paid for 3 licences and do not really want to switch to another Antivirus.

    Is it possible that I have a file missing somewhere within Windows that may be causing the problem? Has anyone got any ideas that I could try?
     
  8. COSMO26

    COSMO26 Registered Member

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    With only two of us complaining about this same issue I doubt we'll get Priority attention.

    Two Customer Request attempts via the 90%-installed Application (frozen at "Removing Backup Files) have produced No Replies, although the last DID give me a page stating I'd get a Confirmation Email - which Never Came.

    I'm XP Media Ctr (which I think is regarded as XP Pro). What is your OS?
     
  9. COSMO26

    COSMO26 Registered Member

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    My Install Freeze Issue was Fixed with Remote Uninstalling by Tech and ESET Sppt thinks Paid MBAM within the last month is causing / contributing to the Conflict with ESS Updates such as 4.2.58. You don't mention OS or other Apps but Phone Sppt can help you, I'm sure.

    Once MBAM is Uninstalled/ ESS Re-Installed OK, MBAM Re-installed, there isn't "supposed to be" this ESS Ver Update conflict w/ Paid MBAM next time.

    Per Sppt, Safe Mode Uninstall may not be Deleting All of the Multiple Uninstalls / Re-Installs we have attempted trying to fix this issue, too.

    (866) 343-3738 ....1 Sales/ 2 Sppt
    Or 1-619-876-5400

    Good Luck!!
     
  10. bajan

    bajan Registered Member

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    Hi Cosmo - update on current situation.

    I redownloaded Ver 4.0.474.0 and as usual same thing happened. I then decided to go to "My Computer, Programs", I found ESET, found EGUI, then I decided to set the compatibility section to Windows 2000 (it was set to Windows 95). Guess what, it is all working absolutely wonderful now. I am not going to try to install the new version yet though. I have had enough of ESET for a while (haha). I will try at a later date though and let you know how I go. By the way I have XP Home. Glad to hear that you have had yours sorted out. I have sent 3 emails to Support but no reply, so I sent them another this morning telling them I had solved it and I suggested that if any of their other customers had the same problem then they should send them my email (lol). I guess we can say, Case solved. Cheers
     
  11. stratoc

    stratoc Guest

    run the un~install tool linked in previous post.
    reboot.
    type folder options in start box> view> show hidden folders> apply.
    go to program files, delete eset folder.
    go to program data, delete eset folder. change folder options back to your preference.
    type regedit in start box, expand HKEY_current user> software> delete eset entry.
    then, expand HKEY_local machine and delete eset key.
    reboot.
    in device manager (yes, type in start box) view> show hidden objects> check no ! marks in network. if there are none you should be good to re install.
    if you find any ! marks in network device. un-install then reload your network driver.
    *make sure you have downloaded a network driver or have it on media as you wont have internet access after you remove*
     
  12. COSMO26

    COSMO26 Registered Member

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    stratoc, bajan should try that but for me those steps did nothing (XP Media Ctr) - I tried that on Uninstall / Re-install #3 ........

    My FIX with SPPT's help included Deleting any Plug 'n Play Drivers with "e: in them. eamon and ekrn were deleted, I recall, via Command Prompt. That just to show how "complete" the Uninstall/Delete steps were to, I presume, clear all the garbage from the 5 Uninstall / Re-Installs I had tried to fix this issue.
     
  13. stratoc

    stratoc Guest

    thought it was worth a try, didn't work for me either to be honest, I got bored trying and re- installed windows (was about time anyway!)
     
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