Known Issues
Active protection/cleanup disabled following an update to Prevx2.0 (1.0.2.85)
If you are getting this message following the latest update to Prevx2.0(1.0.2.85) can you please try reactivating your license key against your Prevx Console.
If you require assistance finding your license key, do not hesitate to contact support providing as much information as possible:
- Cleverbridge Reference number
- Name used to register against the purchase
- Email Address used to register against the purchase
Let us know via Support if this doesn't resolve your issue.
Regards,
Prevx Support
Microsoft Visual C++ Runtime Library - Rtvscan.exe
If you are getting the following error with Prevx2.0 on system restart this is due to Symantec/Prevx2.0 implementation in the Windows Security Center.
---------------------------
Microsoft Visual C++ Runtime Library
---------------------------
Runtime Error!
Program: ...\Symantec Client Security\Symantec AntiVirus\Rtvscan.exe
This application has requested the Runtime to terminate it in an unusual way.
Please contact the application's support team for more information.
_____________
We believe we have identified this issue causing the runtime error. Symantec are not handling the WMI implementation of Prevx2 within the Windows Security Center. Prevx2 doesn't populate all the fields and only uses the ones required. Symantec however is unable to handle null fields and so causing a runtime error. We will update Prevx2 implementation and populate all fields to avoid this issue with Symantec.
For now you can unregister the Prevx2 implementation by running the following in a CMD window:
regsvr32 /u "C:\Documents and Settings\All Users\Application Data\Prevx\PrevxWMIProvider.dll"
Regards,
Prevx Support
Internet Access Issues on Install of Prevx
All Versions
If you are running Mcafee products and on installing Prevx loose access to the Internet or MSN style services then you have a conflict with the Mcafee Redirector Service. We recommend you do the following:
- Run services.msc from the START/Run option
- Scroll down until you locate Mcafee Redirector Service
- Doubleclick the service and under Startup Type select Manual.
- Select the Apply button and then reboot
If you still have issues then contact support
Console Password issues
Due to the security built into the product the only means of removing the console password is to reboot the system into safe mode and remove the registry key. Do the following:
- Reboot and hit F8 during the boot to load into Safe Mode
- In Safe Mode run Regedit to access the registry
- Delete the "Uph" key from the following path:
HKEY_LOCAL_MACHINE\SOFTWARE\Prevx\Prevx One\Components\MC\Settings
- Reboot as normal
This will be resolved in a later release.
Prevx Support
Browser (IE) and Network Issues
If you are experiencing browser problems or network issues after installing Prevx2 then do the following:
- Can you open the console and go to the advance/protection plus option.
- In the Network Protection drop down select Disable and Apply.
- Reboot the system
Let us know via Support if this resolved your issue.
Regards,
Prevx Support
Shutdown Error Message with SVCHOST
You may see occasionally on shutdown an error such as this:
Runtime Error!!
c:\windows\system32\svchost.exe
R6025
-pure virtual function call
This will cause no issues with your system on reboot and we are working on resolving the cause of this issue.
Regards,
Prevx Support
Test button error message in Network Settings
In Network Settings the Test function is currently disabled
If you select the "Test" button in the Network Settings you receive an error message stating "It was not possible to connect to the prevx website: Error: 8 (PrevxXML standard expected but not received)....."
This issue will be resolved in the next release.
Regards,
Prevx Support
Imaging - Ghosting Systems
Hi,
Prevx2 will not function correctly if PC's are created through the use of Ghosting or image copies. To ensure Prevx2 functions correctly it needs to contain a unique id to function.
Can you review the enclosed from Microsoft regarding this issue:
http://www.microsoft.com/technet/sysinternals/utilities/NewSid.mspx
While this will compromise your easy use of the Prevx Control Center, our licencsing protection system also considers the overall usage and reporting pattern of PCs under a licence and can therefore detect overuse of a licence in these conditions.
Since it is essential to uniquely identify computers to use any central management system, we would recommend that if you do wish to build computers using Ghost images that you change each computer's unique Security Identifier following the "Ghosting" as recommended by Microsoft in the document mentioned above.
Regards,
Prevx Support
Amber Status Indicator
We have a known issue in the latest release where the Amber status fails to reset itself under certain conditions. If an unknown program is run but the Central Db authenticates this as a known good the console may not reset the Amber status to green.
If this occurs either leave it in Amber or restart Prevx1.
This will be fixed in the next release.
Regards,
Prevx Support
Activation Problems - Network Equipment
If you are experiencing activation issue then it might be caused by the use of some network equipment settings. We have found the Watchguard firewall equipment by default disables modified HTTP headers from being sent. While Prevx1 uses standard RFC controls in all HTTP packets Watchguards settings can remove some of the hTTP content. This may be the cause.
If you see a message CM=0, or SV=0 and your IP address this is likely to be the cause.
You will need to modify the Watchguard settings to allow modified HTTP headers across your gateway/firewall/router.
It has been seen to happen with the WatchGuard X-Core 1000-2500 series, here is how to fix the issue with this firewall, other firewalls may have similar features. Try the following and let us know:
- In the Watchguard System Manager, Launch the Policy Editor.
- In the Policy Editor, Double click on the HTTP Proxy Icon, which is called HTTP Choose Properties from the tabs and then click on the settings button Uncheck the box which says 'Remove unknown headers'
- Click OK and Save the changes to the Firebox.
In addition we have found some users who change their MTU settings on their network interface or networking equipment can get fragmented network packets. Can you check if you have an MTU settings in your registry or if you have fragmented packets. To test for fragmented packets do the following from a CMD window:
ping www.bbc.co.uk -f -l 1500
If you see DF is set then this is not the issue. If you see fragment packets and no DF set then this is the cause of the problem. Check the enclosed for further information:
http://www.burgettsys.com/stories/56239/ for more details.
Regards,
Prevx Support
PC Freeze during startup
Hi,
If you experience a system hang or PC freeze during the startup can you do the following:
- Launch the PC console
- Select Advance/Protection Plus tab
- Go to the Process Scan option and select Disable
- Restart the PC
Let us know in Support you have done this.
Regards,
Prevx Support
License disable warning when fully licensed
Hi,
This message was sent out in error to you. Your subscription is fine.
We recommend running and update and restarting the agent after you have read the message, this will cause it to dissapear.
Sorry for the inconvience.
Regards,
Prevx
Virus detection in Prevx1 Installation or Updates
All Releases.
If you are running some AV products such as Avast! you may see a warning of a Virus infection from these products when installing or updating Prevx1. This is a false positive from these products which are wrongly detected the encryption technology used within Prevx1 as an indication of a virus.
Prevx makes every effort to ensure all software distributions are virus free before we ship. Prevx1 contains considerable internal protection to prevent malware infection of our products.
If you experience this issue we would recommend you notify us and also contact the vendor of the product generating the false positive.
Regards,
Prevx Support
Windows 2000 graphic rendering problem
There are some graphic rendering issues with Windows 2000. Notably the Prevx System Tray icon looks yellow when it should be green.
There are also some other minor issues with button background images.
These issues will be resolve in a later release.
Error message during an update
Version: v11022 and older versions
If you recieve the following error message when running a Manual update from the Prevx1 Console then uninstall and download the latest copy from www.prevx.com and reinstall using this version.
Error Message:
Unable to query software information
Server Error: This is an old version, Please visit www.prevx.com and download the latest version
or
Server Error: This is an old version, Please uninstall and reinstall the latest version from www.prevx.com
Support Password prompts
All Releases
If you are being prompted for a username and password when trying to access support this is due to the cookie for Prevx1 support being removed. Prevx1 uses a cookie for the browser to ensure the next visit to support allows you to connect into the previous support messages to view the details.
The username and password are in the email sent from Prevx each time you raise a support call.
If you are using Cookie control software then allow prevx.com.
Regards,
Prevx Support
Error Message on Shutdown
Release v1.2.0.45
You may recieve the following error message on shutdown of your system:
"Instruction on address 0x00cf067d referred to on address of memory 0x003cbffc * With the memory it is impossible to perform an operation: written."
This will not affect the running of your system. This will be resolved in a later release.
Regards,
Prevx Support
Archive Corruption Error Message
All Releases
If you recieve a "Archive Corrupt" error message during the installation please ignore. This error occurs on downloading the file but doesn't affect the installation of Prevx1. This will be resolved in the next release.
Regards,
Prevx Support
Excessive Numbers of Query Popups
All Releases
If you are experiencing a high number of Query popups for known good applications please contact support. Prevx1 if installed correctly should not raise query popups for known good applications either online or offline to the internet.
Contact support through the support link in the system tray icon menu.
Regards,
Prevx Support
Runtime Error Message
All Version of Prevx1
If you are receiving this error message on installation or Prevx1 startup then please ensure you are running the latest release.
We have found and isolated a problem with the recent release causing a runtime issue when running Prevx1. To upgrade you need to do the following:
- Shutdown Prevx1 is still running
- Delete the file \program files\prevx1\variables.xml
- Restart Prevx1 and from the system tray menu select update
Alternative
- Uninstall the current version you are running
- Reinstall the product from a new copy from www.prevx.com
Regards,
Prevx Support
PXconsole crash on limited users accounts
Version: v1.2.0.2
Pxconsole.exe on some systems may fail when running under a limited user account.
This is a known issue and will be fixed in the next release.
Regards,
Prevx Support
Kerio Firewall Compatability Issues
We have found some issues with Prevx1 and the Kerio product running alongside each other and are working to see how to resolve them. We are in contact with Sunbelt support to help try and resolve the issues.
Running multiple security products with similar functionality is going to inevitably lead to system issues. As vendors converge and the protection provided overlaps then the potential for system issues increases as low level locks and hooks compete with each other.
For now we do not recommend running the Kerio firewall alongside Prevx1. There are a number of suitable alternatives to the Kerio firewall such as Windows XP firewall, Symantec, Mcafee and Zonealarms.
UPdate Response from Kerio Support:
The Kerio Firewall developers are aware of this problem and are looking into
it. Hopefully there will be a solution or fix available very soon.
In the meantime you may need to Disable HIPS and Application Behavior
blocking by opening up Kerio and going into the Intrusion section,
ticking/unticking accordingly.
Sorry for the inconvenience caused.
Regards
Rob Martin
Unable to Connect Web Servers (Errorcode: 500:0)
Versions: All versions
If you receive this error code when trying to update or connect to the Prevx web servers it is due to Prevx being unable to establish a connection.
To resolve this ensure the firewall and other security products allow access for prevx processes (pxagent.exe and pxconsole.exe)
Also reset Prevx1 by restarting the product or rebooting the system.
It may also be a wider networking issues and so retry after a short period.
Regards,
Prevx Support
Unable to Connect To Local Service
Version v1.1.0.45 and below
If you recieve this message it is due to the Prevx1 Agent service (pxagent.exe) and the Prevx1 Console (pxconsole.exe) failing to communicate to each other. For some reason the link between the two processes has been interrupted or broken.
This is likely to be due to the Prevx1 Agent failing. If this occurs then please place a call to Prevx1 support through the system tray menu option.
To reset this either shutdown Prevx1 or reboot your PC.
Regards,
Prevx Support
Using a Prevx1 version below v1.1.0.34?
If you are running a version of Prevx1 below v1.1.0.34 you will need to uninstall the product and reinstall by downloading the latest version from www.prevx.com
Versions older then v1.1.0.34 will nolonger be supported by Prevx for upgrades.