PC AntiVirus Wipes Out Body of Letters [Archive]

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CarrieT

03-28-2007, 02:02 AM

Having a problem with PC Tools AntiVirus CHANGING my newsletters that I send out - and then receive back to my own inbox, and it wipes out whole body of some letters and newsletters I receive. How do I stop this from happening? It offers no way to change any of the settings. It attaches an attachment of itself in place of the body of the message I am suppose to be receiving ! It also puts a bottom notice of itself to every single letter also. This is the free version of PC Tools. It does not seem to work well for HTML letters. It turns almost everything into 'plain text' with no colors.:rolleyes:

PC-Pete

03-28-2007, 04:05 AM

Hi CarrieT

Does this happen with "Email Guard" outgoing and incoming turned OFF?

Pete :cool:

AChen

03-28-2007, 05:51 AM

PC-Pete

03-28-2007, 06:07 AM

Hi Anthony
PS: The Free version of PCTAV will automatically tag emails.

This is true, but not if Email Guard scanning is OFF!

Pete

blank canvas

04-09-2007, 10:58 PM

jsb2dc

04-16-2007, 10:39 PM

Hi CarrieT & PC-Pete,

We would like to do some testing with the newsletters/letters you are receiving as there is some strange behaviour with this. Could you please provide the following information.

1. What email program are you using?
2. Is the email client using a pop3 or imap protocol?
3. Anything else you can provide concerning the newsletters being sent out... maybe you can provide us with a sample of the newsletter?

PS: The Free version of PCTAV will automatically tag emails.

1. What email program are you using? Outlook
2. Is the email client using a pop3 or imap protocol? pop3

I'm having the same problem. I'm not sending anything out though, this is happening with incoming e-mail. I've had the text of e-mail wiped out and attachments have disappeared (i.e. an Excel file) leaving only a text file that says the e-mail has been scanned for viruses and nothing was found.

I am also using the free version of PC Tools.

I get a weekly HTML e-mail from Webshots that has the text deleted and the text file mentioned above attached to the e-mail. I'd be happy to send a copy of it if you give me an address to send it to.

AChen

04-18-2007, 01:38 AM

I too seem to be missing emails on a regular basis. I am using OE6. The message appears to be removed by PC Tools but it can still be accessed by viewing the message source. These mails are not viruses but pc tools appears to be treating them as such. suggestions please.

We will have this tested and I'll update you on this.

jsb2dc, could you please turn off AV OnGuard and send us one of the original emails so we can analyze this.

mjq424

04-18-2007, 06:38 PM

Hi jsb2dc
Instead of placing your email on the forum, please send a PM to AChen, or alternatively email him through the user profile page (clicking on his name will take you to his profile page: www.pctools.com/forum/member.php?u=3)

tom.tdw

04-18-2007, 09:51 PM

his email isn't on there (he has chosen not to be emailed)Hi jsb2dc
Instead of placing your email on the forum, please send a PM to AChen, or alternatively email him through the user profile page (clicking on his name will take you to his profile page: www.pctools.com/forum/member.php?u=3 (http://www.pctools.com/forum/member.php?u=3))

mjq424

04-18-2007, 10:02 PM

Yeah I think either he (or a moderator) did the sensible thing and removed the post.

vbrown7

01-17-2008, 03:05 PM

Has this issue been resolved? I am experiencing the same problem. I'm using Thunderbird on a vista machine. I can view MESSAGE SOURCE and see that the information is There. However the only thing that shows up in the body of the message is:
No virus found in this incoming message
Checked by PC Tools AntiVirus (4.0.0.20 - 10.054.002).

When I DISABLE Email Guard (incoming) the problem goes away.
Thanks
vbrown

PC-Pete

01-18-2008, 12:43 AM

I am having this problem with PCTIS (see attachment), could be related.

Previous problem with PCTAV is here. http://www.pctools.com/forum/showthread.php?t=49151

AChen

01-18-2008, 05:48 AM

Does this occur with every single mail you recieve? or is it from a specific sender? We have tried to reproduce this but haven't had any success. If this is from a specific sender or format, is it possible that you disable Email Guard so that the content remains in the email and forward the email to me to test this further?

vbrown7

01-19-2008, 01:39 AM

Anthony
This has happened with 3-4 different senders. After I disabled Email Guard, the future emails came through fine. However the previous emails remain unreadable. In view mode I can see the information is still there.

PM your email address to me where you want me to forward the damaged emails.
Thanks
Vbrown7

AChen

01-22-2008, 03:49 AM

Hi Vbrown7,

I sent you a PM yesterday :) if you could send the original email without the missing contents while EG has been disabled that would be great. We'd like to analyze the info and why it is being removed since we have not been able to re-create this inhouse.

vbrown7

01-25-2008, 03:58 AM

Hope you got the email with the attached "body missing" email Anthony.

AChen

01-30-2008, 04:11 AM

Hope you got the email with the attached "body missing" email Anthony.

Thanks vbrown :) Email received.

Boinkles

03-13-2008, 02:45 AM

Hi folks, I'm new in the forum, hope this works ;-)
I'm also having blank emails since I installed PC Tools a.v. The email program is Mozilla's Thunderbird. One thing that helped was to have the Firewall (Comodo) do a "task" to search and make "rules" for all the programs it could find that might regularly need internet access - and it did a better job of this than I did manually guessing how. After that I was receiving only some blank emails.
Just now I received a blank, and sent a reply, and they replied right away, which came through fine: very puzzling!
Anyhow I'll be very interested in this discussion! (I'm online only intermittently, a couple or three times a day.)

Boinkles

03-13-2008, 04:30 PM

Update: I'm still getting blank emails since installing PC Tools a.v., and it's inconsistent. Same sender will sometimes come through blank, sometimes not. I tried changing a setting to "warning only" instead of "disinfect" but still have the problem.

Also, sometimes (not always) when closing the Thunderbird email program (I'm on WinXP), I get: "Microsoft Visual C++ Runtime Library / Runtime Error! / Program: C:\...[etc]...PCTAVSvc.exe / abnormal program termination", but not always.

I've also got SpyBot running; another forum suggested turning off it's "Tea Timer" but that was already turned off; I might try turning off another "resident" program it has. I've also got Comodo's Firewall, and their BO anti-malware running.

Whole thing's a mystery to me...

Boinkles

03-13-2008, 06:21 PM

AChen

03-17-2008, 02:29 AM

Another update - sometimes getting a PC Tools Antivirus error message, it wants to close down and asks a reboot, referring to "error 104" (I don't know what that is, though). I find it when I close other things.

The developers are aware of the issue with the blank emails and will investigate this further.

In regards to error 104 when attempting to run PC Tools Antivirus, could you please uninstall/reinstall PCTAV. After uninstallation, make sure the PCTAV folder does not exist in c:\Program Files\PCTAV, if it does, please delete this.

If the problem still exist, could I ask you to perform the steps below which will provide us with more information to help troubleshoot the problem further.

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, ensure that Error 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 and send it to my email address (see PM)

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

Boinkles

03-18-2008, 05:56 PM

Ah, very sorry, but the problem of sporadically blanked emails went too long and I've already switched to another antivirus program, which is working well. I'll probably try PC Tools a.v. again later on, though. Sorry I can't provide the info you asked for.

Boinkles

04-17-2008, 05:14 PM

Update: the problem with blanked emails turned into a different pair of problems, one being that neither browser nor email could "find the server" if I had disconnected and then reconnected to the internet - unless I would restart or reboot the whole computer, which would set things right again; the other being, that emails up to 6 KB would send, but over 9 KB wouldn't (I didn't get around to testing the inbetween ones).
Our ISP thought this might all be related to a slow connection: we're far from them, have only dial-up connection available. We stopped a.v. scanning of out-going email, and also had the Phone company come and reduc the humming on the phone line, but to no avail. ISP was recommending the old kind of modem that has its own chips and does better correction of errors on slow connections, but we didn't get that far in trouble-shooting, 'cause it began to seem that I should reinstall the WindowsXP in order to refresh the TCP/IP (internet protocol), which might've been corrupted (though XP rarely has that problem, ISP said).
Before I could get to any of that, the new (non-PCTools) a.v. people finally got in touch with me. (NO offense, PC-Tools, I'll probably come back to you! but have gone with another a.v. for now.)
Turned out there were remnant left from a previous a.v. (antivirus) program, and an incompatibility with the firewall program. Went into registry and program files (Common and the a.v.'s) to clean up, and everything's working nice and spiffy now.
Just thought to share all this, in case anyone had similar problem, and wanted to know what might work. :-)

Toah

06-04-2008, 11:52 AM

PC-Pete

06-05-2008, 07:22 AM

I'm having this problem with certain e-mails coming from certain companies..

The whole email is empty,it only has the tag from pc tools av:

No virus found in this incoming message
Checked by PC Tools AntiVirus (4.0.0.26 - 10.076.008).
http://www.pctools.com/free-antivirus/

Same problem, IMAP, Thunderbird, but with PCTAV 5.0.0.7 :(

Good news is, so far, no error messages and/or crashes. :)

PC-Pete

06-06-2008, 04:53 AM

Further investigation since yesterday.
Turning off "Email Guard" makes no difference. The message insertion is causing the problem. Turn it off and the message body reappears (shot attached) It seems to be replacing the message instead of appending itself to it.

For me, I can workaround as long as 'PCTAVSvc.exe' remains stable, but it's not a good look in general terms.

PC-Pete

06-13-2008, 07:10 AM

Quick message: further, further investigation.

PCTAVSvc.exe (5.0.0.7) crashes frequently with Thunderbird/IMAP when inserting PC Tools message. I have logs for 2 different machines (one set attached).

Interestingly, emails replaced by PCT message in Thunderbird do appear in OE but with the PCT message as an attachment (see picture).

AChen

06-16-2008, 06:02 AM

Thanks for all the additional info Pete :)
This has been escalated.

ttravis@adams.net

07-04-2008, 12:49 PM

I too am having the same problem of text body being erased. Has there been any more progress finding a solution? I'm using PC Tools Anti Virus Free with Windows Mail on Vista. Some email come in fine and some do not. I have even received the same email from two users with one coming in fine and the other being erased. Very very confusing and disappointing.

fblais

08-05-2008, 06:54 PM

Any update on this issue?

Thanks,
François

kwharrison

08-06-2008, 03:48 AM

I have this problem too. Changing the email guard did not work for me. It appears to only happen when peoplw are sending emails through there webmail. If they are sending emails from say Outlook using their normal address this will come through fine, but if they are using the same address and sending while logged into their webmail server then this will come through blank everytime. There appears to be no setting changes to make this work. To view their blank email I have to log into my webmail server where my emails have been saved and then l can view it. Maybe this can help...

Kevin

AChen

08-06-2008, 07:02 AM

Could you try disabling Message Tagging to see if this resolves the issue. To do this go to Settings-> Email Guard-> Message Tagging-> Untick both checkboxes for 'Mark Outgoing' and 'Mark Incoming'.

kwharrison

08-06-2008, 07:27 PM

Thanks Anthony. I'll give it a try and get back to you with the results.

tipstir

08-07-2008, 04:35 PM

I get the mail but it hangs when it scans it in. I have AV on the server that stores the incoming mail for Outlook 2007 and Thundbird thus on either if you set the POP/SMTP to ON takes for ever to get the mail sometimes I don't get it. POP and SMTP ports goes through server then back to the clients. If I turn it to OFF then I get the mail. Server was AV was scanning the email, but it doesn't seem to do that anymore. So sometimes it works great then sometimes I was getting Visual C++ error from PCTAV crashed on Client when running scans for incoming mail on Outlook 2007.

kwharrison

08-08-2008, 08:38 PM

Could you try disabling Message Tagging to see if this resolves the issue. To do this go to Settings-> Email Guard-> Message Tagging-> Untick both checkboxes for 'Mark Outgoing' and 'Mark Incoming'.

Hi Anthony,

That resolved my problem. Thanks very much. Kevin

braven

08-22-2008, 04:43 PM

I've had the same problem for a long time. It wasn't that big of a deal since the majority of the messages were automatically generated spam messages. Unfortunately, I just registered with the Do-Not-Call list and their automated message containing a URL to finish the registration got stripped. I use Microsoft Outlook 2003 SP3 (11.8217.8202) and download my messages from my email account at godaddy (POP3).