Zone Alarm Continually Dials Out at Startup
A number of readers have written to say they are experiencing a problem with Zone Alarm automatically dialing out as soon as XP is started. In spite of their best efforts to stop this from happening they have been unable to resolve the problem. One reader forwarded the response they received from Zone Labs. The response is reproduced below in the hope that it will be of some value to those experiencing a similar situation.
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Dear [Name Removed],
Thank you for contacting Zone Labs Technical Support. Our records have been updated with your request. A Technical Support representative is currently working toward resolving your issue and will respond as soon as possible.
To contact Technical Support again regarding this issue, simply reply to this email and type your message at the top.
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CASE DETAILS
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Case Number: [Case Number Removed]
Creation Date: 11/--/2002
Issue Summary: New Zonealarm Pro causes Modem auto dial.
Issue Details
We have read your email.
The following solution will fix your problem. You will need to fully
uninstall the software and re-install.
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** NOTE - The following is an important step in troubleshooting this
type of issue. Please follow these instructions very carefully and
step-by-step. Once you have a clean installation, if the problem
persists, be sure to update your antivirus files, set the defaults
to scan ALL files (in several places it may be set to scan only exe
or Program files), then scan your entire system. Some viruses and
Trojans attempt to shutdown antivirus and firewall software, which
can cause symptoms similar to this.
If you have any antivirus scanning email attachments as well as
MailSafe, be sure to turn one off if you are experiencing
performance or high CPU issues (if you are running ZA Pro or ZA
Plus, we suggest you leave MailSafe on and set to scan All
attachment types listed; then set your antivirus to not scan email
attachments; BUT, set your antivirus to scan All Files On Access.
This actually gives you the best of both worlds!)
If the problems persists after this clean install, please reply
back, letting us know, so that we can send you instructions on how
to gather further information for troubleshooting.
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This Information Applies to:
All Products and Versions
Summary
If you want to fully uninstall and do not plan to reinstall ZA/ZAP,
or if you received this from Tech Support as a solution to your
issue.
Solution
NOTE - If you get error messages regarding a file beginning with VS,
or a license key showing as expired when it shouldn't be after an
upgrade, be sure to NOT reinstall any previous versions first.
Simply perform the clean install instructions below, then install
ONLY the very latest version.
In order to completely remove ZA/ZAP from your system, please do the
following. If any of the steps below do not apply to you, or you are
unable to perform the function listed, please continue to the next
step.
If you plan to reinstall, then before starting, please be sure to
download the latest version. All products are available via our
website, and also at major download sites (ex : point your browser
to http://www.download.com and search for the word ZONEALARM. All
products should show up.) Remember that while the download versions
are called Trial, it becomes the FULL version once you enter your
current, valid license key.
Note for ZoneAlarm Plus/Pro users: In order to download the latest
version of ZoneAlarm Pro, you must have a valid key. To find out if
your key is valid, click Configure > Change Key. Your expiration
date and time will appear directly underneath the license number.
If your key is not valid, use the following link to renew:
http://www.zonelabs.com/renew
Be sure to install from an account with Administrative privileges,
if your OS supports them.
Please do the following. If any of the steps below do not apply to
you, or you are unable to perform the function listed, please
continue to the next step.
FOLLOW STEP 1A AND 2A IF YOU'RE RUNNING ZA/ZAP 2.6
1A. Open the ZoneAlarm/ZoneAlarm Pro program, go to Configure panel,
and make sure the Load At Startup box is UNchecked.
2A. Right-click on your taskbar, select Toolbars, and make sure that
the ZoneAlarm/ZoneAlarm Pro deskband is UNchecked as well (if it is
checked, click on it to uncheck it).
If you cannot highlight the Desk Band by right-clicking on the
toolbar, then highlighting Toolbars, try this: Click on the
Configure button from the ZoneAlarm/ZoneAlarm Pro panel, then look
for the "Show Shell Toolbar" checkbox -- make sure that this box is
UNchecked.
FOLLOW STEP 1B IF YOU'RE RUNNING ZA/ZA+ 3.1 OR ZAP 3.0
1B. Open the ZoneAlarm Pro program, go to the OVERVIEW >>
PREFERENCES tab, and make sure the Load At Startup box is UNchecked.
3. REBOOT.
4. You should now have no ZoneAlarm/ZoneAlarm Pro processes running
on your system.
5. Now run Start, Programs, Zone Labs, Uninstall. Be sure to say YES
to delete all files, and you MUST allow TrueVector service to shut
down in order to remove files.
WARNING - Do NOT run the ZoneAlarm Uninstall program while in Safe
Mode. The program may not be able to make the proper registry
changes in Safe Mode, thus generating errors after a reboot.
6. REBOOT.
7. To make sure that you can see the ZoneAlarm/ZoneAlarm Pro system
files, if they are still on your computer:
a. Right-click on Start, then left-click on Explore. When the
Windows Explorer panel appears:
- In Windows 95,98,and NT: Click View>Options (in Windows 98, this
will be called "Folder Options"). Click the "View" tab, then click
the "Show all files" radio button.
- In Windows ME, 2000: Click Tools>Folder Options. Click the "View"
tab, then click the "Show hidden files and folders" radio button.
b. Make sure you also UNcheck the box to "Hide Protected Operating
System Files" if you have one.
c. Click OK.
IMPORTANT NOTE: Making modifications to system files may disable
crucial functions of your Windows operating system. We strongly
suggest re-enabling the "Hide files and folders" feature once all
ZoneAlarm/ZoneAlarm Pro files have been removed. See the following
web page, and verify that the files and folders are removed:
8. Click on Start, then Search or Find, and select Files. Make sure
that the location box is set to search your local hard drive
(usually C
or All Local Drives. Type the following exactly - delete any folders found:
zonelabs
"zone labs"
"Internet logs"
Type the following exactly - delete any files found in \Windows or
any subfolder below it, or in your \Temp folder):
vsdata.dll
vsdata95.vxd
vsdatant.sys
vsmon.*
vsmonapi.dll
vsnetutils.dll
vspubapi.dll
vsutil.dll
zaplus.*
zapro.*
zllictbl.dat
zlparser.dll
zonealarm.exe
Type the following exactly - delete any files found in any folder
with "Programs" in the pathname):
zapro
zonealarm
"zonealarm pro"
Open the Internet Logs directory (in 95/98/ME this will
be "c:\windows\internet logs", in NT and 2000 it will be
c:\winnt\internet logs, in Windows XP it could be either of these
folders). If you need to keep a copy of old alerts, copy the
ZAlog.txt file to another location first - then delete ALL files in
this folder.
9. Make sure your Recycle Bin is empty (right-click and select
Empty).
10. REBOOT
NOTE: If you received an error message upon deleting the files, or
if the original programs remain in the Programs list, or if the
problem persists after this, removing the files in Safe Mode will
allow you to delete the files properly. If you need further help
with this, please reply to this email keeping all text intact as we
do not archive previous emails.
Now you should be able to get a clean install of the new version. Be
sure to NOT use the old settings as this can cause further
difficulties if the database is corrupt.