F-Secure Will not Install

rabent

I had an e-mail from Virgin asking me to run an install, this went to 96% then hung, i left it all day, still hung and my laptop was unusable (locked), had to hard reboot, then the F-Secure started again on reboot but this time it was telling me it was 'checking for malware', strange as it had not completed the install, also the mail from virgin said the old software would uninstall automatically as part of the install, had to rebbot in safe mode to be able to uninstall F-Secure as it was and get my laptop working again. I have looked on Support and  downloads and found an article that says for 64bit windows you need version 1.89.202.0, the virgin link downloads version 1.89.121.0. Can you help?

Blackcat

Hi Rabent

 

welcome to the Forum.

 

Another Virgin Media customer had a similar problem very recently here; http://community.f-secure.com/t5/Security-for-PC/FS-not-installing/td-p/31041/page/2

 

Are you also trying to run F-Secure Safe?

 

Have you completely removed the previous AV on your machine?

 

Was this the "Trend Micro product" Virgin Media Security?

 

I would be very surprised if the SAFE version provided by Virgin was not 64-bit compatible. But all GUI components may not be 64-bit. 

 

 

rabent

Hi, I just ran the install from the link that Virgin sent, and my current software is what ever Virgin supply, which i think is Trend Micro, according to the mail it should uninstall as part of the install. I did read on a community that someone had an issue and it was to do with 64bit. Yeh it is F-Secure safe, here's an extract from the e-mail:

 

It couldn't be easier to install. Simply hit the button and follow the steps to
register and download F-Secure SAFE for peace of mind when you're online. Don't worry, once you've done it, your existing security software will automatically uninstall. Just remember to do it before 31st December

 

But all that happened was my machine locked up as previously described.

 

I can't find the post i got the version from now, but it was 1.89.202.0 that was quoted and the Virgin link downloads 1.89.121.0

Blackcat

I would make sure that you have completely removed the previous AV, using the specific uninstaller listed on this page; 

 

http://community.virginmedia.com/t5/Internet-security/Virgin-Media-Security-10-FAQ/td-p/910393

 

Then I would contact F-Secure not Virgin for further help.

 

Virgin supply these contacts for F-Secure; 

 

1. Phone- 0870 240 8321

 

2. or by emailing technicalsupport@f-secure.com 

 

can you report back when you have a solution, as it will help any future Virgin Media users dropping in here when switching over to F-Secure.

rabent

Ok, I'll give it a go, thanks for your help, I'll post when i resolve the issue with what fixed it

 

This is the post i read regarding th 64 bit verson by the way

 

http://community.f-secure.com/t5/Security-for-PC/Windows-7-64bits-F-Secure/m-p/34013/highlight/true#M6069

rabent

now heres a thing, just checked in control panel and virginmedia security is not listed, although its running quite happily according to the icon lol, wonder if that is the issue, i'll get onto virgin now

Blackcat

Did you reboot the machine after the initial uninstall/install?

 

I would use the specific uninstaller for VMS and then contact F-Secure.

rabent

I had to hard reboot to get to safe mode, then uninstalled, then rebooted form safe. I don't know what a 'specific uninstaller for VMS' means sorry.

 

Blackcat

I don't know what a 'specific uninstaller for VMS' 

 

Okay. Go to this link; http://community.virginmedia.com/t5/Internet-security/Virgin-Media-Security-10-FAQ/td-p/910393

 

 

1. Download UserCommunity-Uu-RpsUU.exe, save the file somewhere that is easy to access on your machine such as the ‘Desktop’ or ‘My Documents’ folder.
2. Double click the file to run it.
3. Click Yes to confirm that you want to uninstall.
4. Restart the computer when prompted.

rabent

Hi Again, managed to get the virgin stuff uninstalled, then ran the installer for F-Safe and all is now working successfully, thanks for your help.

Simon

Without wishing to overcrowd the top of the forum with sticky topics, I think it would be useful to have Blackcat's post above, at least as a temporary sticky, as there will be a lot of Virgin customers switching to F-Secure, and given the instructions to allow FS to remove the previous product, there may be lots of similar issues.

Blackcat

@ rabent

 

 

Glad to hear all is well and welcome to the F-Secure club!

Blackcat

@Simon

 

Rather than a sticky here, I have posted on the Virgin Media Forum; http://community.virginmedia.com/t5/Internet-security/Installing-F-Secure-after-Virgin-Media-Security/td-p/2038886

 

I spent about 10 minutes trying to find a suitable Username which had not been taken before. Finally resorted to F-Secure!! (hope the powers that be do not mind?)

Simon

Well, it's to the point!

Rusli

Yeah...

 

I found the same link:-

 

http://community.virginmedia.com/t5/Internet-security/Installing-F-Secure-after-Virgin-Media-Security/td-p/2038886

 

http://store.virginmedia.com/discover/broadband/security/f-secure-safe.html

 

http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=45463&CURRENT_CMD=SEARCH&CONFIGURATION=1001&PARTITION_ID=1&USERTYPE=1&LANGUAGE=en&COUNTY=us&VM_CUSTOMER_TYPE=Cable

 

http://help.virginmedia.com/system/selfservice.controller?CMD=VIEW_ARTICLE&ARTICLE_ID=45462&CONFIGURATION=1001&PARTITION_ID=1&LANGUAGE=en&VM_CUSTOMER_TYPE=Cable

 

http://internet.itbusinessnet.com/article/Virgin-Media-Updates-Device-Level-Security-With-F-Secure--2883035

 

 

Rusli

Go to F-Secure Online Chat

 

http://www.f-secure.com/en/web/home_global/support/contact/chat

 

or

 

http://www.f-secure.com/en/web/home_global/support/contact/call-f-secure-support

 

Call F-Secure support

 

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Simon

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