Update failure

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NigelB
NigelB Posts: 2 New Member
in Device Protection

Hi, following a recent update I have the following error showing ' Device protection - Talktalk Supersafe has faced an error and device restart is required'.

I have restarted numerous times but get the same error. I've also uninstalled the app from my laptop, before reinstalling - still the same error. I've also used F-Secure uninstall programme before reinstalling - again the same error. I have spent hours and hours with Talktalk 'experts' trying to resolve the problem but they have exhausted their knowledge and suggest contacting yourselves. HELP………

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Answers

  • Ukko
    Ukko Posts: 3,893 Superuser
    edited July 16

    Hello,

    it sounds like your experience is close to this topic and discussion.

    But you have already tried to contact your ISP (TalkTalk) and it seems they have been unable to escalate it further. If so, perhaps you can try contacting F-Secure Support directly via web-chat or phone call: https://www.f-secure.com/en/support (← a little further down this page these two options are available); where you can also explain the situation that TalkTalk Support was unable to help or investigate further (even with diagnostic logs?), and possibly provide a reference number for your ticket with them so that F-Secure Support can (maybe) ask them for details internally. Alternatively, double check that you have used all the options in TalkTalk support.

    As suggested in mentioned topic: there are some known 'causes' of Device Protection restart prompt. Can you try to think about them or try tweak some things (better to read original topics for more details)?

    Also, can you tell what is version of your TalkTalk Supersafe?

    As further things: if I were to encounter this situation, I would try again: uninstall the application the normal way (via Windows settings or Control Panel as is usually done, making sure that all components are removed), then wait a few minutes and reboot the system, after which I would use the F-Secure Uninstallation Tool (but of course having made a backup of all things related to something like Password Vault) selecting all the options there. After a few minutes, reboot again. Then I would see that there are no special traces in the system visually and would try to install the application again.

    If failed - I will try to check that application's services are running (for example, Endpoint Protection Service). If not, I will try running it manually and see what happens.. If all fails, then I will try to think if there are some conflicting software in my system with some network or general security features.

    Then, I will end up with thinking that something wrong with my network (I will try then to use VPN but it is not a sureshot step to drop 'my network' point) or there is a bug which can be fixed sometimes soon (I will try to wait then or contact Support with some logs).

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