No email when OnGuard is ON

[medic1638]

When I try to download my incoming email, I am getting a message saying that the POP server is not responding. I can retrieve my email in a round-about way, but I think there is something in the settings, either in the Anti-Virus program, or in Mozilla Thunderbird, that is causing this problem. I did not have this problem when I was using my previous AntiVirus software (which I hope is GONE FOREVER...Goodbye Norton, you resource hungry monster!).
I can go in the software now and disable the OnGuard incoming email scanner and then receive my mail that way. But, I don't think that I am supposed to have to do things that way all of the time?

[jk4010]

it happens to me too. this email guard just scans too aggressively.
i contacted pc tools and they told me to just turn it off atm.
and they said to wait for the new version.
hopefully it gets released very very very very very veyr soooooooooon.

[mMindsci]

I'm in my second year as a spyware doctor user and so was delighted to install PC Tools new Antivirus software (especially as my AVG Free is about to go commercial). Sadly I too lost my incoming e-mail and had to uninstall it.

Having read this board, however, I have reinstaled it and disabled the e-mail checker, and it works fine. I too hope PCT get it sorted soon.

[Jeroen]

With Onguard ON my internet speeds drops below 56K, and without it's 2,5MB and higher. Advise here was also to turn it Off. What's the point of this sofware if you don't have realtime protection.

Not that impressed with the product (using it for 4 months).

I also had technical errormessages 104 and 103, which dissapeared after reinstalling the software (twice so far).

[Dan_G]

Hey

I checked the FAQs page and came across the error 103 and 104.

"Are you getting the Error code 104?

This occurs when there is a communication failture between the PC Tools AntiVirus Console (PCTAV.EXE) and its service engine (PCTAVSvc.EXE). It usually happens if some configurations on your system is not accepted by PC Tools AntiVirus.

In order to resolve this issue, please provide us with more information to help troubleshoot the problem further. Please follow steps below to send us the PC Tools AntiVirus log file. We will then analyze the information and respond as soon as possible.

Download PCTAV_Logging.zip from the link provided then complete the steps to send us the log files.

http://support.pctools.com/manager/downloads.php?file=PCTAV_Logging.zip

1. Extract all files from PCTAV Logging.zip onto your desktop
2. Exit from PC Tools Antivirus if running, to exit PC Tools Antivirus, right click the PC Tools Antivirus icon located in the system tray and Exit
3. Run Delete_Logs.bat - Deletes your current PC Tools Antivirus log files
4. Run Increase_Logging.reg - Changes the log settings so that it records more detail for the error
Note: System performance may be affected due to increased logging
5. Reboot your computer
6. Run PC Tools Antivirus and ensure that Error 103 or 104 is displayed
7. Run Copy_Logs.bat
8. Run Default_Logging.reg - Changes the log settings back to normal, system performance should be back to normal
9. Attach the log files located in C:\PCTAV Logs to email and send to us (support@pctools.com).

Once we receive the log files, our Development Team will analyze them and we will get back to you as soon as possible."

[Chippa]

Hey,

Ive figured a workaround for the AnitVirus software ("my internet speeds drops below 56K, and without it's 2,5MB and higher"), Looks like the Internet Guard is causing this problem, just disable this tool for the time being. Appears that this tool may be to sensitive and is scanning everything thats why it is slowing down the speed.

will contact support and let you know how that goes.

[Jeroen]

@Dan_G: i know that, and have gone through that procedure twice now (i have to say support answers quickly), but i don't expect a product to ask this from me (twice).

@Chippa: brilliant, i have another workaround: remove pctools from your system and you will have no slowdown at all. I have contacted them already, answer: we are working on a solution, turn onGuard Off.

I hope pctools gets stable very soon.

[AChen]

Hi All,

This issue has been escalated to the development team.

Once I receive more info on this, I will let you know.


Thanks,
AChen

[Jeroen]

I have tested it again, now the speeds only drops to 50%.
2Mb without Guard On, 1Mb with Guard Off (this was 56K).

[Jinih]

Yeah, this is a known issues with the OnGuard feature of PC Tools AntiVirus. Try to turn off "Internet Guard" and "Email Guard". After they told us that they have fix it, then you can turn on the Guard back on.

Note: File Guard seems to work fine (for me at least).

[Jeroen]

The download issue is gone, no noticeble difference anymore

Jeroen