[liviococcia]

Hello Members

I hope you can help me get over this problem.

I've got Panda Platinum Internet Security version 8.05.01 installed on my WinXP sp2 system, and it's now time to renew the registration, the new version is now called Panda Platinum Internet Security 2005.

In order to put the new version in, the other version must come out, the trouble is!, when i try to uninstall the old version i get an error like this..

Error: Cannot find support files
uninstall terminated

I have followed the manual uninstall procedure as direct by Panda Technical (after a telephone conversation), and through instructions on there support site, and had various problems.

The instructions state to go to the 'Registry' and search for all 'Panda' and 'Pav' entries and delete them, some of which cannot be deleted (generally 'Legacy' folder items) so i did this and then rebooted the machine.

The next thing to do is to go to the 'Panda software' folder under c:/Programs, and delete it, trouble is, it won't delete as some files are in use namely ' asclient.dll ' and ' pavlsp.dll ', (please bear in mind that Panda Platinum was closed down before doing any of this, by right clicking on the 'Quicklaunch' and picking 'Close automatic protection' and checking the 'Task Manager').

So i carried on, and deleted what i could leaving these two files in the folder, i then thought i'd renamed them adding ' _old ' to there file name (thinking this might help), i then had a go at installing the new version (bear in mind the new version creates a new program folder called ' Panda Platinum Internet Security 2005 ' as the new version installed i got various error's pertaining to 'LSP' problems, and then at the end of the installtion the 'Setup' unpacker didn't clear,it just froze, so i click on 'cancel' , and it warned me that 'Program temporary installtion files would not be deleted' and closed it anyway.

When i restarted the amount of errors i got as the 'Desktop' loaded were unreal, some refering to 'LSP' some refering to network items (i didn't make a note, but there were a lot of them).

So lucky for me i bothered to 'Create a Rstore point' before doing any of the above, which i always do when uninstalling or installing any software/hardware, the problem is how can i sort this issue out, has any member encountered this problem, and found a way out?

Also the new version is bought and paid for, even if i could be refunded, i still need to get rid of the my installed version, in order to install another product i.e McAfee, Norton or ZoneLabs, to have it install safely, and with no unforseen issues.

As you can see, i'm living a computer 'Horror' story, so any help would be very gratefully recieved.

Kind regards
Livio

[eddie5659]

Hiya

As you mentioned 'LSP' problems, lets see a log, as that may help:

go to http://forum.aumha.org/downloads/hijackthis.zip , and download 'Hijack This!'.
Unzip, doubleclick HijackThis.exe, and hit "Scan".

When the scan is finished, the "Scan" button will change into a "Save Log" button.
Press that, save the log somewhere, and please copy & paste its contents to the forum.

It will possibly show other issues deserving our attention, but most of what it lists will be harmless or even required, so do NOT fix anything yet.
Someone here will be happy to help you analyze the results.

Regards

eddie

[liviococcia]

Hello eddie 5659
I didn't manage to find a single reference to this problem on the ' Internet' or any forums, so , i ended up trying to contact Panda tech-support ( the UK office ), i was told by one of there team, that they were there to offer this support from the hours 9am to 6 pm Monday to Friday, this was the only way they could help me.

So, that day i asked my workplace managers if i could finish work a bit earlier to sort this Panda software problem out.

I got home at around 4pm that day and tried to contact them ( remember i took off 'Anual leave' time specially for this). I kept trying the Panda UK 'Tec Sup' telephone number time and time again (Panda UK are based in Cambridge), the phone just kept ringing and ringing at there end until the line just cut-off, a few minuets later i'd try again with the same result.

I can only assume the UK office couldn't be bothered to 'pick-up' phone calls when ever they felt like it, and this was one of those occasions,... anyway..., so then i thought i'd try another 'Worldwide' office this time in America, the only thing i can say it was like chalk and cheese, dealing through there 'Tech support', they were fantastic.

I was put through to a very helpfull tecnical support opperator , and begun to analyze and diagnose the problem, we tried various things, various small repairers and utilities, and all kinds of procedures and processes.

After nearly five hours on the phone ( of which 2 hours were at my cost, which i didn't mind doing), we managed to get the 'Antivirus' part of Panda Platinum Internet security 2005 working, Windows Security center still dosn't see this, and reports there's no 'Firewall' or 'Antivirus' turned on.

The last action i and Panda tech support (America) did, was to create a special file from a little utility made by Panda that records all the details of your computers 'Hardware', 'Software' and opperating system, this would be emailed to the programmers in Spain to dissect, and hopefully find the cause of the problem and no how to be able to repair it.

They did make a request at this stage, not to intensionally 'Install' any 'Software' or 'Hardware' (not including MS or Panda updates), as this would alter the status and condition of the machine at this point in time, and to wait until i hear from Panda for a resolution to the problem.

But again 'eddie 5659', thank-you for your reply to my post, i will let you and the forum know how i got on, and what i did, by replying to this thread.

regards

[eddie5659]

Thanks for the feedback

Yes, let us know how it all goes. Its a shame that you have to phone abroad for support though

eddie