PCTAV fails to run: Incomplete files to be recovered??

[David]

After completing PCTAV setup on fresh XP Pro SP3 Czech, no tray icon appears. When trying to run PCTAV manually, I get the following message:

PC Tool AntiVirus has detected that there are incomplete files to be recovered. To recover these files, you need administrative privileges and access to the internet. Click OK to recover the incomplete files or Cancel to exit PC Tools AntiVirus.

After clicking OK, the Smart Update appears, but disappears again when searching for available updates.

When trying to run PCTAV again, the same situation repeats.

Is this an XP SP3 incompatibility?

[AChen]

Hi David,

This problem occurs when the AV DB files (..\Program files\PC Tools AntiVirus\Updates\*.vbd) is corrupted or may have some how been removed.

To resolve this problem, delete all of AV DB files and then run a Smart update or uninstall and then reinstall PCTAV.

Let me know if you are still experiencing problems.

[David]

Hi Anthony,

I deleted the files from Update folder and ran Update.exe. 39 updates were found and downloaded. However, when trying to run PCTAV afterwards, I again got the "incomplete files to be recovered" message as described above.

Moreover, I found that this behavior is not XP SP3 specific - after installing on fresh Windows 2000 SP4, the behavior was exactly the same.

Conclusion: Current version of PC Tools Antivirus is unusable under Czech Windows. :mad:

[AChen]

Hi Anthony,

I deleted the files from Update folder and ran Update.exe. 39 updates were found and downloaded. However, when trying to run PCTAV afterwards, I again got the "incomplete files to be recovered" message as described above.

Moreover, I found that this behavior is not XP SP3 specific - after installing on fresh Windows 2000 SP4, the behavior was exactly the same.

Conclusion: Current version of PC Tools Antivirus is unusable under Czech Windows. :mad:

I have escalated this to the developers to analyze. I will provide an update shortly.

[AChen]

Could you please do the following:

1) Uninstall PCTAV.
2) Restart in safe-mode with networking.
3) Install PCTAV without running a Smart Update.
4) Check whether PCTAV runs without problems and let me know if you do experience any problems.
5) Run Smart Update.
6) Check whether PCTAV runs properly or not? (If the problem occurs this time, it will tell us if something is interrupting the Smart Updates)

[David]

Could you please do the following:

1) Uninstall PCTAV.
2) Restart in safe-mode with networking.
3) Install PCTAV without running a Smart Update.
4) Check whether PCTAV runs without problems and let me know if you do experience any problems.
5) Run Smart Update.
6) Check whether PCTAV runs properly or not? (If the problem occurs this time, it will tell us if something is interrupting the Smart Updates)

After uninstalling and installing PCTAV in safe mode with networking and not running Smart Update, the known message appeared after a while informing about "incomplete files to be recovered". In other words, behavior remains the same. Nothing appears in tray.

After clicking off the message, Update was run. I went through it, it found 2 updates and downloaded them. However, when trying to run PCTAV afterwards, the message appeared again.

Note: Spyware Doctor with Antivirus runs OK on these machines.

[AChen]

After uninstalling and installing PCTAV in safe mode with networking and not running Smart Update, the known message appeared after a while informing about "incomplete files to be recovered". In other words, behavior remains the same. Nothing appears in tray.

After clicking off the message, Update was run. I went through it, it found 2 updates and downloaded them. However, when trying to run PCTAV afterwards, the message appeared again.

Note: Spyware Doctor with Antivirus runs OK on these machines.

David, could you please send us the following:

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 103 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 reply to this email (email address sent via PM)

[David]

David, could you please send us the following:

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 103 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 reply to this email (email address sent via PM)

I tried to follow the procedure. However:

Ad 6)
I didnt see any message saying anything about Error 103. After restarting as per (5), the known message "incomplete files to be recovered" appeared as all times before. If I cancel it and try to run PCTAV, the message appears again. If I click OK to run the Update, go through it and then try to run PCTAV, the message appears again, too.

Ad 9)
I have received no email address as PM.

[David]

Anything going on in this matter?

[AChen]

David, please see PM.

[Radek]

Did you resolve this issue? I have the same problem on Windows XP Czech SP2. I can send some logs.

[David]

Any news in this matter? Or was non-functionality in Czech language put on the side track like non-functionality of Registry Mechanic in all Unicode Windows? :cool:

[AChen]

David and Radek, could you please send the following file located at (C:\Program Files\PC Tools AntiVirus\Updates\*.*) zipped up to my email address sent via PM.

[David]

Any news?

I remind that both SD with AV and PCTIS install and run without problems in Czech Windows, which is a bit strange considering the issue discussed herein.

[Radek]

I tried new version (09-29-08), but there is still the same problem.

[David]

Indeed, neither the current version works under Czech XP. Apparently, PCTAV guys didnt make it :(. Perhaps they should learn from the SDwAV or PCTIS team, how to handle installation & updates...

[David]

Unfortunately, minor errors might be corrected, but the BIG error is still there - PCTAV 5.0.1.1 is still unusable under Czech Windows XP.

This time, the Smart Update right after setup completion finishes OK (at least it seems so), but then again there is a big pause followed by the "Incomplete files..." message (see the attached picture). After clicking it off, Smart Update window appears again, but disappears after clicking on Next. Thats all and Windows Security Center keeps reporting that no antivirus is installed.

Sad...

[AChen]

Unfortunately, minor errors might be corrected, but the BIG error is still there - PCTAV 5.0.1.1 is still unusable under Czech Windows XP.

This time, the Smart Update right after setup completion finishes OK (at least it seems so), but then again there is a big pause followed by the "Incomplete files..." message (see the attached picture). After clicking it off, Smart Update window appears again, but disappears after clicking on Next. Thats all and Windows Security Center keeps reporting that no antivirus is installed.

Sad...

Still no word on this Czech Windows issue. I will follow this up and see if there is are any updates.

[David]

I have just tried v6.0.0.17. Things have changed a bit, but not for better.
After installing and performing the initial database update, I got an error message "PCTAV has encountered an error (104)". After clicking OK, a message "PCTAV has encountered an error and must close down" appeared. After rebooting, both messages popped up again. The same occurs when trying to run PCTAV manually.

See attached screenshots.

The sad story continues... :mad:

[AChen]

Hi David,


I have just tried v6.0.0.17. Things have changed a bit, but not for better.
After installing and performing the initial database update, I got an error message "PCTAV has encountered an error (104)". After clicking OK, a message "PCTAV has encountered an error and must close down" appeared. After rebooting, both messages popped up again. The same occurs when trying to run PCTAV manually.

See attached screenshots.

The sad story continues... :mad:

The reason why this error 104 appears is because the service is not starting. It may be possible that another process/application on the system is not allowing it to start.

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 post to this thread.

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

[David]

See the attached ZIP file.

[AChen]

See the attached ZIP file.

Thanks for the log file. Could you please do the following:

1. Locate Pctaveng.dll in PCTAV folder (c:\program files\PC Tools AntiVirus)
2. Copy this file to system directory(c:\windows\system32)
3. Restart PC.

[David]

Thanks for the log file. Could you please do the following:

1. Locate Pctaveng.dll in PCTAV folder (c:\program files\PC Tools AntiVirus)
2. Copy this file to system directory(c:\windows\system32)
3. Restart PC.

Done - no change.

[AChen]

Done - no change.

Could you please try the following as this will allow us to see which engine failed to load.
1. Open registry (go to run > open ‘regedit’ )
2. Go to ‘HKLM\SOFTWARE\PCTools\PCTAVSVC\Settings’
3. Change ‘EngineMethod’ from ‘7’ to ‘6’. (REG_DWORD)
4. Exit ‘PC Tools AntiVirus’ (pctav.exe).
5. Go to ‘Service’ (go to run > open ‘services.msc’)
6. Find ‘PC Tools AntiVirus Engine’ with name
7. Restart the service (‘PC Tools AntiVirus Engine’)
8. Open ‘PC Tools AntiVirus ‘(pctav.exe)

[David]

Could you please try the following as this will allow us to see which engine failed to load.
1. Open registry (go to run > open ‘regedit’ )
2. Go to ‘HKLM\SOFTWARE\PCTools\PCTAVSVC\Settings’
3. Change ‘EngineMethod’ from ‘7’ to ‘6’. (REG_DWORD)
4. Exit ‘PC Tools AntiVirus’ (pctav.exe).
5. Go to ‘Service’ (go to run > open ‘services.msc’)
6. Find ‘PC Tools AntiVirus Engine’ with name
7. Restart the service (‘PC Tools AntiVirus Engine’)
8. Open ‘PC Tools AntiVirus ‘(pctav.exe)

After doing the above:
- the service finally registers with Windows Security Center
- pctav.exe can be run without signalling any errors and it stays in memory, BUT it doesn't display any user interface or tray icon. You can only see in Task Manager that it is running.