Installation of Antivirus stops at 25%, Download failed

DeeZwoo
DeeZwoo Posts: 3 Observer
in Web Browsing

Hello,

all (error) messages are translated from german, therefore maybe not exact.

German text below.

The installation of Antivirus 2014 stops at 25% wit the error message:

"Download failed. Setup couldn't download any needed installation file. Check your internet connection and try again".

The computer ist a fresh Windows 7 64-bit, the network uses a proxy server, which is entered at the necessary field.

I tried using the uninstaller and empty the temp-Folders, but no luck.

Any ideas?

 

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German text:

Die Installation von Antivirus wird immer bei 25% mit der Meldung "Download fehlgeschlagen, Setup konnte keine erforderliche Installationsdatei herunterladen allgemeine Komponente. Überprüfen sie ihre Internetverbindung und versuchen sie es erneut" abgebrochen.
Im Netz existiert ein Proxy, dieser ist aber bereits hinterlegt. Die Verbindung zum Lizenzserver war ja scheinbar auch erfolgreich.
F-Secure Uninstaller und Leeren der Temp-Verzeichnisse wurde bereits ausprobiert.

Ideen?

 

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Edit:

I found the logfile "downloaded_files.log" at C:\Users\All Users\F-Secure\logs\CCFand here are the following entries:

2014-02-18 11:11:16.422 [09a8.0dc4]  I: (FILE) Success 'http://download.sp.f-secure.com/SE/common/PR11/latebound-localization/loc_service_enabler_de.zip' -> 'C:\ProgramData\F-Secure\MySA\Downloads\localization.zip'Smiley Sad0 retries) [proxy][HTTP 200][Win32 0] in 16ms (38534 bytes -> 2408kB/s)
2014-02-18 11:11:16.479 [09a8.0e50]  I: (FILE) Success 'http://download.sp.f-secure.com/SE/common/PR11/latebound-help/help_generic_service_enabler_de.zip' -> 'C:\ProgramData\F-Secure\MySA\Downloads\help.zip'Smiley Sad0 retries) [proxy][HTTP 200][Win32 0] in 46ms (53638 bytes -> 1166kB/s)
2014-02-18 11:11:16.500 [09a8.0dc4]  I: (FILE) Success 'http://download.sp.f-secure.com/SE/Retail/1/PR11/latebound/settings_Retail_service_enabler.zip' -> 'C:\ProgramData\F-Secure\MySA\Downloads\settings.zip'Smiley Sad0 retries) [proxy][HTTP 200][Win32 0] in 16ms (7418 bytes -> 463kB/s)
2014-02-18 11:11:29.770 [09a8.0dc4]  I: (FILE) Success 'http://download.sp.f-secure.com/SE/common/CCFBasic/1/99/192/serviceenabler.msi' -> 'C:\ProgramData\F-Secure\MySA\Downloads\serviceenabler.msi'Smiley Sad0 retries) [proxy][HTTP 200][Win32 0] in 13276ms (21245952 bytes -> 1600kB/s)
2014-02-18 11:13:03.015 [0954.0210]  I: (FILE) Success 'http://download.sp.f-secure.com/SE/common/hotfixes/hotfix_global.zip' -> 'C:\ProgramData\F-Secure\MySA\temp\hotfixes_666.zip'Smiley Sad0 retries) [proxy][HTTP 200][Win32 0] in 32ms (5419 bytes -> 169kB/s)
2014-02-18 11:13:36.961 [07f8.0108]  I: (HEAD) Success 'http://download.sp.f-secure.com/SE/common/PR11/latebound-localization/loc_service_enabler_de.zip': (0 retries) [proxy][HTTP 200][Win32 0] in 16ms
2014-02-18 11:13:36.979 [07f8.09f0]  I: (HEAD) Success 'http://download.sp.f-secure.com/SE/Retail/1/PR11/latebound/settings_Retail_service_enabler.zip': (0 retries) [proxy][HTTP 200][Win32 0] in 16ms
2014-02-18 11:13:37.026 [07f8.09f0]  I: (HEAD) Success 'http://download.sp.f-secure.com/SE/common/PR11/latebound-help/help_generic_service_enabler_de.zip': (0 retries) [proxy][HTTP 200][Win32 0] in 47ms
2014-02-18 11:13:37.041 [07f8.09f0]  I: (HEAD) Success 'http://download.sp.f-secure.com/SE/Retail/1/PR11/latebound/cust_Retail_service_enabler_de.zip': (0 retries) [proxy][HTTP 200][Win32 0] in 15ms
2014-02-18 11:14:06.957 [07f8.09f0] .W: (FILE) NetworkTimeout 'http://download.sp.f-secure.com/SE/common/sidegrade/sidegrade.zip' -> 'C:\ProgramData\F-Secure\MySA\temp\download\download_service_666_latebound_sidegrade_sidegrade.zip'Smiley Sad3 retries) [proxy][HTTP 200][Win32 12002] in 73992ms (12878944 bytes -> 174kB/s)

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Comments

  • Simon
    Simon Posts: 2,667 Superuser

    There are several reasons why an F-Secure installation may initially fail.

    If you're coming from Virgin Media, you need to read this thread on how to remove VMS. It will contain the link to the Virgin Media Removal Tool which you should run before installing F-Secure.

    If you're not coming from VMS, make sure that you have fully removed all other 'active', ie 'real time' anti-virus products from your machine, other than those which are certified compatible, such as Malwarebytes.. This list of Uninstallation Tools may help.

    Further, check Windows Updates, and install any pending updates, as these have been known to stall an F-Secure installation.

    If none of the above apply, then try using the F-Secure Uninstallation Tool to fully remove the damaged installation, and start again.

    Hope that helps! :)

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  • DeeZwoo
    DeeZwoo Posts: 3 Observer

    Thanks for your remarks.

    - It is not a Virgin Installalation

    - it is a fresh windows 7 installation so there are no other AV products

    - All windows updates are installed

    - I removed everything with the F-Secure Uninstallation tool twice, no change whatsoever

     

    I tested the file which causes the error while downloading from another network, it is this:

    http://download.sp.f-secure.com/SE/common/sidegrade/sidegrade.zip

    and here it seems to be downloadable. Any idea what is different with this file?

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  • Simon
    Simon Posts: 2,667 Superuser

    OK.  I have no idea what the problem could have been, or what "sidegrade" is, but thanks for the info, and glad you got it sorted.  :)

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