28. Troubleshooting
This chapter presents some problems you may encounter when using SHIELD
DELUXE 2013 and provides you with possible solutions to these problems. Most of these problems can be solved through the appropriate configuration of the product settings.
If you cannot find your problem here, or if the presented solutions do not solve it, you can contact the PCSecurityShield technical support representatives as presented in chapter “Support” (p. 137) .
28.1. Installation Problems
This article helps you troubleshoot the most common installation problems with The
Shield Deluxe. These problems can be grouped into the following categories:
■
Installation validation errors : the setup wizard cannot be run due to specific conditions on your system.
■
Failed installations : you initiated installation from the setup wizard, but it was not completed successfully.
28.1.1. Installation Validation Errors
When you start the setup wizard, a number of conditions are verified to validate if the installation can be initiated. The following are the most common installation validation errors and solutions to overcome them.
You do not have sufficient privileges to install the program.
In order to run the setup wizard and install SHIELD DELUXE 2013 you need administrator privileges. Do any of the following:
■
Log on to a Windows administrator account and run the setup wizard again.
■
Right-click the installation file and select Run as. Type the user name and password of a Windows administrator account on the system.
The installer has detected a previous SHIELD DELUXE 2013 version that was not uninstalled properly.
SHIELD DELUXE 2013 was previously installed on your system, but the installation was not completely removed. This condition blocks a new installation of SHIELD DELUXE 2013.
To overcome this error and install SHIELD DELUXE 2013, follow these steps:
Troubleshooting
123
1. Contact the PCSecurityShield technical support as described in “Support” (p.
137) and ask for the uninstall tool.
2. Run the uninstall tool using administrator privileges.
3. Restart your computer.
4. Start the setup wizard again to install SHIELD DELUXE
2013.
SHIELD DELUXE 2013 product is not compatible with your operating system.
You are trying to install SHIELD DELUXE 2013 on an unsupported operating system. Please check the “System Requirements” (p. 2) to find out the operating systems you can install SHIELD DELUXE 2013 on.
If your operating system is Windows XP with Service Pack 1 or without any service pack, you can install Service Pack 2 or higher and then run the setup wizard again.
The installation file is designed for a different type of processor.
If you get such an error, you are trying to run an incorrect version of the installation file. There are two versions of SHIELD DELUXE 2013 installation file: one for 32bit processors and the other for 64-bit processors.
To make sure you have the correct version for your system, download the installation file directly from http://www.PCSecurityShield.com/ .
28.1.2. Failed Installation
There are several installation fail possibilities:
■
During installation, an error screen appears. You may be prompted to cancel the installation or a button may be provided to run an uninstall tool that will clean up the system.
Note
Immediately after you initiate installation, you may be notified that there is not enough free disk space to install SHIELD DELUXE 2013. In such case, free the required amount of disk space on the partition where you want to install SHIELD DELUXE
2013 and then resume or reinitiate the installation.
■
The installation hangs out and, possibly, your system freezes. Only a restart restores system responsiveness.
■
Installation was completed, but you cannot use some or all of SHIELD DELUXE
2013 functions.
Troubleshooting
124
To troubleshoot a failed installation and install SHIELD DELUXE 2013, follow these steps:
1. Clean up the system after the failed installation. If the installation fails, some
SHIELD DELUXE 2013 registry keys and files may remain in your system. Such remainders may prevent a new installation of SHIELD DELUXE 2013. They may also affect system performance and stability. This is why you must remove them before you try to install the product again.
If the error screen provides a button to run an uninstall tool, click that button to clean up the system. Otherwise, proceed as follows: a. Contact the PCSecurityShield technical support as described in “Support” (p.
137) and ask for the uninstall tool.
b. Run the uninstall tool using administrator privileges. c. Restart your computer.
2. Check if you have any other security solution installed as they may disrupt the normal operation of SHIELD DELUXE 2013. If this is the case, we recommend you to remove all of the other security solutions and then reinstall SHIELD
DELUXE 2013.
3. Try again to install SHIELD DELUXE 2013. It is recommended that you download and run the latest version of the installation file from http://www.PCSecurityShield.com/ .
4. If installation fails again, contact us for support as described in “Support” (p. 137) .
28.2. My System Appears to Be Slow
Usually, after installing a security software, there may appear a slight slowdown of the system, which to a certain degree is normal.
If you notice a significant slow down, this issue can appear for the following reasons:
■
SHIELD DELUXE 2013 is not the only security program installed on the system.
Though SHIELD DELUXE 2013 searches and removes the security programs found during the installation, it is recommended to remove any other antivirus program you may use before installing SHIELD DELUXE 2013. For more information, please refer to “How Do I Remove Other Security Solutions?” (p.
138) .
■
The Minimal System Requirements for running SHIELD DELUXE 2013 are not met.
If your machine does not meet the Minimal System Requirements, the computer will become sluggish, especially when multiple applications are running at the same time. For more information, please refer to “Minimal System Requirements” (p. 2) .
Troubleshooting
125
■
Your hard disk drives are too fragmented.
File fragmentation slows down file access and decreases system performance.
To defragment your disk using your Windows operating system, follow the path from the Windows start menu: Start
→ All Programs → Accessories → System Tools
→ Disk Defragmenter.
28.3. Scan Doesn't Start
This type of issue can have two main causes:
■
A previous SHIELD DELUXE 2013 installation which was not completely
removed or a faulty SHIELD DELUXE 2013 installation.
If this is the case, the easiest solution to follow is to remove SHIELD DELUXE
2013 completely from the system and then reinstall it. For more information, please refer to “How Do I Remove SHIELD DELUXE 2013 Completely?” (p. 140) .
■
SHIELD DELUXE 2013 is not the only security solution installed on your
system. In this case, follow these steps:
1. Remove the other security solution. For more information, please refer to “How
Do I Remove Other Security Solutions?” (p. 138)
.
2. Remove SHIELD DELUXE 2013 completely from the system.
3. Reinstall SHIELD DELUXE 2013 on the system.
If this information was not helpful, you can contact us for support as described in section “Support” (p. 137) .
28.4. I Can no Longer Use an Application
This issue occurs when you are trying to use a program which was working normally before installing SHIELD DELUXE 2013.
You may encounter one of these situations:
■
You could receive a message from SHIELD DELUXE 2013 that the program is trying to make a modification to the system.
■
You could receive an error message from the program you're trying to use.
Troubleshooting
126
This type of situation occurs when the Active Virus Control module mistakenly detects some applications as malicious.
Active Virus Control is a SHIELD DELUXE 2013 module which constantly monitors the applications running on your system and reports those with potentially malicious behavior. Since this feature is based on a heuristic system, there may be cases when legitimate applications are reported by Active Virus Control.
When this situation occurs, you can exclude the respective application from being monitored by Active Virus Control.
To add the program to the exclusions list, follow these steps:
1. Open SHIELD DELUXE 2013, click Options in the upper-right corner of the window and choose Expert View.
2. Go to Antivirus > Shield.
3. Click Advanced Settings.
4. In the new window go to the Exclusions tab, click the Add button and browse to the location of the program's .exe file (usually located in the C:\Program
Files
).
5. Click OK to save the changes and close the window.
6. Close SHIELD DELUXE 2013 window and check if the issue still occurs.
If this information was not helpful, you can contact us for support as described in section “Support” (p. 137) .
28.5. How to Update SHIELD DELUXE 2013 on a Slow
Internet Connection
If you have a slow Internet connection (such as dial-up), errors may occur during the update process.
To keep your system up to date with the latest SHIELD DELUXE 2013 malware signatures, follow these steps:
1. Open SHIELD DELUXE 2013, click Options in the upper-right corner of the window and choose Expert View.
2. Go to Update > Settings.
3. Under Manual Update Settings, select Prompt before downloading updates.
Troubleshooting
127
4. Click Apply and go to the Update tab.
5. Click Update Now and you will see that a new window will appear.
6. Select only Signatures updates and then click Ok.
7. SHIELD DELUXE 2013 will download and install only the malware signature updates.
28.6. SHIELD DELUXE 2013 Services Are Not
Responding
This article helps you troubleshoot SHIELD DELUXE 2013 Services are not responding error. You may encounter this error as follows:
■
SHIELD DELUXE 2013 icon in the system tray is grayed out and a pop-up informs you that SHIELD DELUXE 2013 services are not responding.
■
SHIELD DELUXE 2013 window indicates that SHIELD DELUXE 2013 services are not responding.
The error may be caused by one of the following conditions:
■ an important update is being installed.
■ temporary communication errors between SHIELD DELUXE 2013 services.
■ some of SHIELD DELUXE 2013 services are stopped.
■ other security solutions running on your computer at the same time with The Shield
Deluxe.
■ viruses on your system affect the normal operation of SHIELD DELUXE
2013. To troubleshoot this error, try these solutions:
1. Wait a few moments and see if anything changes. The error may be temporary.
2. Restart the computer and wait a few moments until SHIELD DELUXE 2013 is loaded.
Open SHIELD DELUXE 2013 to see if the error persists. Restarting the computer usually solves the problem.
3. Check if you have any other security solution installed as they may disrupt the normal operation of SHIELD DELUXE 2013. If this is the case, we recommend you to remove all of the other security solutions and then reinstall SHIELD
DELUXE 2013.
Troubleshooting
128
4. If the error persists, there may be a more serious problem (for example, you may be infected with a virus that interferes with SHIELD DELUXE 2013). Please contact us for support as described in section “Support” (p. 137) .
28.7. SHIELD DELUXE 2013 Removal Failed
This article helps you troubleshoot errors that may occur when removing The Shield
Deluxe. There are two possible situations:
■
During removal, an error screen appears. The screen provides a button to run an uninstall tool that will clean up the system.
■
The removal hangs out and, possibly, your system freezes. Click Cancel to abort the removal. If this does not work, restart the system.
If removal fails, some SHIELD DELUXE 2013 registry keys and files may remain in your system. Such remainders may prevent a new installation of SHIELD DELUXE
2013. They may also affect system performance and stability. In order to completely remove SHIELD DELUXE 2013 from your system, you must run the uninstall tool.
For more information, please refer to “How Do I Remove The Shield Deluxe
Completely?” (p. 140) .
If this information was not helpful, you can contact us for support as described in section “Support” (p. 137) .
Troubleshooting
129
