Unable to complete scan

[shan1208]

Hi
I try and run a scan on a server and it completes approx 85% then fails with result code 1040 or 3010 or 3006.
How do I fix these errors

Thanks

Stephen

[MJohnson]

Thanks for contacting PC Tools.

Regarding the scan errors on the Server machine.

Could you please confirm:

- What is the Operating System on the Server machine?

- Which version of SDE are you using?

To determine the SDE version, on the SDE Server Console click on 'Help' then 'About Spyware Doctor Enterprise'. It will display the version and build number.

Kind regards,

Matt Johnson

Technical Support Representative
PC Tools Customer Support Services
______________________________
PC Tools - www.pctools.com

* The Online Support Site at www.pctools.com/contact/support/ offers answers to many customer questions and is a great source of knowledge for future questions.

[shan1208]

Thanks for the reply

I am using SDE 3.0.1 Build 17

The servers are Win 2003 r2 sp2 and the workstations are Windows XP sp2.

[shan1208]

Also one machine cannot remove Trojan.Gaslide.b even after a number of scan and fixes.
I have to remove SDE and install Spyware Doctor run a scan which removes it. Then un- install Spyware doctor and re-install SDE.

[MJohnson]

If you are using SDE 3.0.1 Build 17, could you please upgrade to the newer 3.0.1 build 24.

Upgrading to SDE 3.0.1 Build 24 is a straight forward procedure, please follow the steps below carefully.

1. If there is more than one Server within the Managed Domain, please ensure that all other Servers have been closed and the only operational server is the Primary Server.

2. Ensure no transactions are Active in the Console, and then close Spyware Doctor Enterprise Server.

3. Please download the new version from: http://www.pctools.com/downloads/sdeinstall.exe

Run the downloaded self-extracting package 'sdeinstall.exe' and wait for the installation program screen to display. If this screen does not display, run the 'AutoRun.exe' application in the root directory created by 'sdeinstall.exe'. (you may receive an alert notification asking if you want to replace existing file, please select 'Yes' and continue).

4. When the Splash Screen appears, choose Install Spyware Doctor Enterprise Server & Console.

5. After new SDE Server and Console is installed you should notice that it will be attempting to upgrade all of the SDE Clients as well. (If this does not happen please reboot Server machine. Once Server is rebooted, please reconnect to the SDE Console. Now you should notice the clients being upgraded).

* If there are any problematic clients that are still left over that have not been upgraded, you can just push out another remote install straight over the top of the existing client.

=================================

Regarding persistent threats.

The problem that you are experiencing could be caused by a new variant of a known malware threat.

Our Malware Research Center are more than likely aware of this issue and will be working on resolving the problem as soon as possible.

Please make sure to keep Smart Updating as the problem will be fixed shortly with a newly created signature that will be downloaded via the Smart Updates.

Even after a threat is found and you remove it, you may still need to do another scan or two and reboots to remove everything associated with it.

===========================

Kind regards,

Matt Johnson

Technical Support Representative
PC Tools Customer Support Services
______________________________
PC Tools - www.pctools.com

* The Online Support Site at www.pctools.com/contact/support/ offers answers to many customer questions and is a great source of knowledge for future questions.

[shan1208]

Thanks, I have DL the latest version and it installed ok.
What version should the clients be after the update?
The clients are at 4.0.0.2621.
How do we know when a new version is available?
When will we be able to have the clock set to our time?
The SDE server says 11.46pm whereas our time is 9.46am.

[shan1208]

I have just tried to scan and fix a workstation which failed.

Enterpirse product {SDE} failed to respond in a timely manner. User {0}

Result Code 3010

I also tried to run a scan and report for another workstation which failed.
Error Code 3006
Reason-Unable to create an instance of EMClient objetc {error=0x80080005}

[MJohnson]

Thanks for contacting PC Tools.

Regarding the Scan/Fix and Scan/Report problems.

We will have to escalate this issue to our SDE developers.

They will advise us further in how to approach the issue.

We will respond back shortly.

Kind regards,

Matt Johnson

Technical Support Representative
PC Tools Customer Support Services
______________________________
PC Tools - www.pctools.com

* The Online Support Site at www.pctools.com/contact/support/ offers answers to many customer questions and is a great source of knowledge for future questions.

[shan1208]

Hi
Do you need any further information to help try and solve this issue?
I still have 3 infected pc's that I cannot clean and 3 pc's that I cannot even scan.

Please contact me for any information you want

Thanks

Stephen

[MJohnson]

Thanks for the reply.

In regards to this issue.

I have been advised to request the following:

Are you able to push out another SDE Client install over the top of the existing ones that are experiencing the problem?

On the problematic machines after you try the reinstalls, please send us the log file 'EM3ClientLog.txt'. It is normaly located at c:\Windows called 'EM3ClientLog.txt'. If you cannot locate the file please look at the registry (run 'regedit')at 'HKEY_LOCAL_MACHINE\Software\PCTools\Enterprise\Lo gging\EntClient.exe\SingleLog\Param1'. This value should hold path of the log file. Please attach the 'EM3ClientLog.txt' file to an email to: mjohnson@pctools.com

Kind regards,

Matt Johnson

Technical Support Representative
PC Tools Customer Support Services
______________________________
PC Tools - www.pctools.com

* The Online Support Site at www.pctools.com/contact/support/ offers answers to many customer questions and is a great source of knowledge for future questions.