Frequently Asked Questions (FAQs)

GENERAL

INSTALLING/REMOVING & UPDATING

LICENSING

CONSOLE/USAGE

JAIL/PROTECTION/SECURITY

DASHBOARD

VISTA

What is Prevx 2.0?

Prevx 2.0 is anti-malware software. It is a unique, powerful, all-in-one security product which protects your computer against new and established viruses, trojans, spyware and worms and all other forms of malware.

Prevx 2.0 was designed to be non-intrusive and easy to use. It is ideally suited to both individual consumer and corporate use.

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What does Prevx 2.0 do?

Prevx 2.0 has been designed to be easy to use, unobtrusive, and requiring little or no configuration. In most cases, you will be unaware of its presence.

To remind you that it is protecting your computer, the Prevx 2.0 system tray icon shows a different color to indicate your malware status:



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How does Prevx 2.0 work?

Prevx 2.0 constantly monitors your computer and checks every program that tries to start to ensure it is safe to run. This process is capable of detecting viruses, trojans, worms and spyware, even those that have never been seen before.

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What does Prevx 2.0 protect against?

Prevx 2.0 protects you from all malware including; viruses, trojans, worms, spyware, keyloggers and rootkits.

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"Error 1720": How can I fix this?

If you are using Windows XP and you see an "Error 1720" message when installing or updating Prevx 2.0, it could mean that you have an older version of Windows Script, and need to update to the latest version.

To download the latest Windows Script (Version 5.7), go to:
Windows Script 5.7 for Windows XP Download Page (http://www.microsoft.com/downloads/details.aspx?FamilyID=47809025-d896-482e-a0d6-524e7e844d81&DisplayLang=en).

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"Configuration Mismatch" error. How do I fix it?

This error appears if a Microsoft Runtime Library installation has become corrupted or has not properly installed.

To resolve the problem, go to Control Panel, Add/Remove Programs and uninstall "Microsoft Visual C++ 2005 Redistributable".

Next, delete the folder:
"C:\WINDOWS\WinSxS\x86_Microsoft.VC80.CRT_1fc8b3b9a1e18e3b_8.0.50727.762_x-ww_6b128700"

(It is very important that you delete this exact folder only).

You can then reinstall Prevx 2.0

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"This application has failed to start because the application configuration is incorrect" error. What shall I do?

If you see this message it probably means that your Visual C++ runtime libraries need updating. These libraries are included in the Microsoft Visual C++ 2005 Redistributable Package.

To resolve this problem, use the Microsoft Visual C++ 2005 Redistributable Package to install the runtime libraries. For more information about the Microsoft Visual C++ 2005 Redistributable Package, visit the following Microsoft web site:

http://www.microsoft.com/downloads/details.aspx?familyid=200B2FD9-AE1A-4A14-984D-389C36F85647&displaylang=en

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Which operating systems will Prevx 2.0 run on?

Prevx 2.0 is only supported on the following:


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Why can't I uninstall Prevx 2.0?

The most likely cause is that Prevx 2.0 hasn't been shutdown before starting the removal process.

Shutting down is not the same as closing the Console. To shutdown Prevx 2.0, right-click the tray icon and select Shutdown.

To confirm that Prevx 2.0 is not running, start the Windows Task Manager and chack that pxconsole.exe and pxagent.exe are not running.

You cannot manually remove Prevx 2.0 by deleting files/folders as Prevx 2.0 files, registry settings etc. are protected.

If you still cannot remove Prevx 2.0, then try the following:

  1. Download the removal tool from: http://info.prevx.com/download.asp?grab=PREVX2REMOVAL
  2. Start your computer in Safe Mode.
  3. Shutdown Prexv 2.0 (see above).
  4. Run the removal tool.
  5. Restart your computer.

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I'm having problems automatically upgrading to Prevx 2.0. What can I do?

If you are experiencing problems automatically upgrading from Prevx1 to Prevx 2.0, try upgrading manually:

  1. Download the latest version of Prevx 2.0
  2. Restart your computer in Safe Mode
  3. Shut down Prevx1 by right-clicking the Prevx system tray icon and selecting Shutdown.
  4. Uninstall Prevx1 and restart your computer.
  5. Install Prevx 2.0 and restart in Normal Mode.

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How to I disable software updates for Agents on a network?

To disable Prevx 2.0 automatic software updates on a network (for example, on a server installation), locate the following registry key:

HKEY_LOCAL_MACHINE\SOFTWARE\Prevx\Prevx One and change the value in CorpFeatures1 to "8".

Note: This will disable automatic software updates but policy updates will still be run. Policy updates do not normally require a computer restart.

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When updating, a blank temp folder is created. What shall I do?

This is an issue for Prevx1 users, and Prevx are investigating.

The resolution is upgrade to Prevx 2.0, which is available at: http://info.prevx.com/downloadprevx2.asp

Shutdown, and then uninstall Prevx1 before installing Prevx 2.0

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Will my Prevx1 license work with Prevx 2.0?

Yes. If you change to Prevx 2.0, your existing Prevx1 license will work as normal for your remaining license period.

You would need to renew your license when it expires.

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What is the Console?

The Console is the main Prevx 2.0 interface. You can access all of the features from here, although many frequntly used features are also available by right-clicking the tray icon.

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What does the flashing tray icon mean?

If you see a flashing Prevx 2.0 tray icon, it means that something requires your immediate attention.

If you see a flashing icon, you should click the icon to view the message/instructions. After you have taken the relevant action(s), the icon will return to normal.

For example, a warning triangle means that you should open the Jail straight away as some malware/suspicious file has been detected or, if you see a flashing envelope it usually means that there is a licensing issue that needs to be dealt with.

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Why can't I access the Internet?

If you cannot access the internet or MSN services after installing Prevx 2.0, and you are also running McAfee security software, you may have a conflict with the McAfee Redirector Service.

Try the following:


  1. Click Start, Run and type in "services.msc".

  2. Right-click on McAfee Redirector Service and select Properties.

  3. Click Stop.

  4. In Startup Type, click Manual.

  5. Click Apply.

  6. Close the Services dialog box.

  7. Restart your computer.

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"R6025: Pure Virtual Function Call" error. What shall I do?

This is a Visual C++ runtime error that you may see when exiting Prevx 2.0. We are aware of this issue, and although it may be a minor inconvenience it will not affect your system.

However you can try the following action, which will unregister the PrevxWMIProvider DLL, to see if it helps.

Start a CMD prompt window and type in the following (all on one line):
regsvr32.exe /u "c:\documents and settings\All Users\Application Data\Prevx\PrevxWMIProvider.dll"


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"Cannot connect to the local database" error. What shall I do?

This message indicates that pxagent has lost communications or has crashed. To resolve this issue, shutdown and restart Prevx 2.0, or shutdown and restart your computer.

You may also receive this message if you are trying to run Prevx 2.0 on an incompatible system. Prevx 2.0 is only supported on the following:


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"Local service does not respond" error. What shall I do?

There is a problem with pxagent. For details see the entry for "Cannot connect to the local database".

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"RSUC0:3:7:0" error. What do I do?

If you see an "RSUC0:3:7:0" error, it usually means that there is some sort of network access problem which is preventing Prevx 2.0 from functioning correctly.

You should check that your network and internet access is working correctly, and also ensure that your firewall is allowing access for pxagent and .

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Why does the Process Scan seem to freeze?

If the Process Scan seems to freeze, (for example at 98%) or stops for about 60 seconds, it usually means that there is some sort of network access problem which is preventing Prevx 2.0 from functioning correctly.

You should check that your network and internet access is working correctly, and also ensure that your firewall is allowing access for pxagent and pxconsole.

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Why does the real-time authentication seem to freeze?

If the real-time authentication seems to freeze or stop for about 60 seconds, it usually means that there is some sort of network access problem which is preventing Prevx 2.0 from functioning correctly.

You should check that your network and internet access is working correctly, and also ensure that your firewall is allowing access for pxagent and .

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Why does Prevx 2.0 need to use my internet connection?

Prevx 2.0 needs to use your Internet connection for these reasons:


In normal use, Prevx 2.0's use of your internet connection is negligible.

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How do I clear the Program Activity list?

To clear the Program Activity, right-click in the list and select CLEAR.

Note: The list can hold up to 50 items, and if this limit is reached the oldest items are removed. Shutting down and restarting Prevx 2.0 will reset the list.

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What is the Jail?

The Prevx 2.0 Jail is essentially a safety area for known and suspected malware.

A program placed in the Jail has its status set to blocked, which means that the program cannot be run, but it has not been removed from your computer.

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What does the amber icon mean?

If your Prevx 2.0 icon changes to amber, it signifies an unknown program has been detected and has yet to be given a final determination. It doesn't neccessarily mean that it is bad.

Open the Console and look in the Program Activity list for the program causing the alert. You can double-click an item in the list for extended information.

When a final determination has been given, the icon will change back to green if the program is good. If it's bad, you won't be able to run it.

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Where has the Holding Cell gone to?

The Jail has been completely re-engineered for Prevx 2.0, including a redesigned and simplifed interface. The 'old' Holding Cell and On probation areas have been removed, but their functions remains and are accessed in a different way:

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How does Prevx 2.0 know what's safe or harmful?

Prevx 2.0 uses a combination of protection methods to determine if a program is safe or harmful to run.

It allocates all executable programs a unique identifier known as a PX5. This allows Prevx 2.0 to monitor the behavior and actions of each program individually or throughout the entire Prevx 2.0 community.

This approach enables a more thorough ability to make a determination.

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Does Prevx 2.0 use signatures?

Prevx 2.0 does make additional use of signatures. This is to make the product as simple to use and as non-intrusive (in other words, less noisy) as possible. Signatures enable the product to manage many security events without having to disturb your work.

However, Prevx 2.0 incorporates a number of other advanced technologies which allow it to detect the presence of harmful programs without having to rely on signatures alone.

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Why doesn't Prevx 2.0 detect Cookies?

Prevx 2.0 does not classify Cookies as malware.

Although they may be considered by some to be an invasion of privacy, they are harmless in themselves. Cookies are a legitimate function of your browser, and 'tracking' Cookies will track the websites that you visit for marketing or advertising purposes.

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What is the Dashboard?

The Dashboard is an online tool providing centralized management for your Prevx 2.0 Agents. It supersedes the Control Center, which was designed for managing Prevx1 Agents.

Some main Dashboard features:


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How do I access the Dashboard?

Your Dashboard login page is unique to your license key.

You can get details by visiting http://www.prevx.com/dashboard.asp and then typing in your license key. This will give you the URL to use to log in.

Note: Before you can start using your Dashboard, you must register your details. This can be done from your Dashboard login page.

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How do I get Prevx 2.0 to work with Vista?

Prevx 2.0 for Vista (32-bit and 64-bit) is currently available as a Beta version only. However, if you are having problems with Prevx 2.0 not running under Vista, try the following:


Although you are disabling UAC, you will be protected against all malware by running Prevx 2.0.

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Other Support Information: