mooregd Posted February 25, 2012 Report Share Posted February 25, 2012 Similar to Keri's posting yesterday. Last month for some reason I had to reenter my KEY CoDE because Immunet thought I was a FREE customer. Now I am having to do the same thing again and I am having trouble doing it. I go to settings >Product License > Change Your License Key(from all 0's) and I get a "Immunet 3.0 must be running and online to upgrade." That's it. The screen doesn't change from there. I saw Keri's post and the advice to look at iptray.exe and I only have one but I killed it and restarted it anyway just to be doing something to try and fix this. Why can't I just enter my key by hand? Where is my product info stored? Why such a hassle over this. I am really aggravated at Immunet! Link to comment Share on other sites More sharing options...
ritchie58 Posted February 25, 2012 Report Share Posted February 25, 2012 Hello mooregd, Sorry to hear you're having problems logging in. Have you updated to the new 3.0.5.7980 version of Immunet? If not then uninstall the old version of Immunet first. When asked by the uninstaller if you plan to reinstall Immunet click on "NO." This way you'll get a clean uninstall. Then run the newest installer and enter you activation code and reconfigure your settings. If you've already updated to the newest version could you check to see if agent.exe is a running process by using TaskManager (press Ctrl, Alt, Delete)? Firstly, please make sure no other security software you may have is blocking agent.exe from accessing the internet such as your Firewall, etc. If that's not the problem and agent.exe is not running try right clicking on Immunet's System Tray Icon and click on Hide Tray Icon. Then launch the GUI from the Desktop Icon or the Immunet 3.0 Icon located in the All Programs Immunet 3.0 folder and resubmit your login credentials. If that doesn't work and you are familiar with using Command Line Prompts you can try to start agent.exe that way. Type in net stop immunetprotect, wait a short time and then type in net start immunetprotect. That should launch agent.exe and then you should be able to log in. I hope this helps... On the other hand perhaps it wouldn't be a bad idea to submit a Support Diagnostic Tool Report if the problem persists. Info on how to do that can be found here. Best wishes, Ritchie... Link to comment Share on other sites More sharing options...
Keri Posted February 27, 2012 Report Share Posted February 27, 2012 Hello mooregd, Sorry to hear you're having problems logging in. Have you updated to the new 3.0.5.7980 version of Immunet? If not then uninstall the old version of Immunet first. When asked by the uninstaller if you plan to reinstall Immunet click on "NO." This way you'll get a clean uninstall. Then run the newest installer and enter you activation code and reconfigure your settings. If you've already updated to the newest version could you check to see if agent.exe is a running process by using TaskManager (press Ctrl, Alt, Delete)? Firstly, please make sure no other security software you may have is blocking agent.exe from accessing the internet such as your Firewall, etc. If that's not the problem and agent.exe is not running try right clicking on Immunet's System Tray Icon and click on Hide Tray Icon. Then launch the GUI from the Desktop Icon or the Immunet 3.0 Icon located in the All Programs Immunet 3.0 folder and resubmit your login credentials. If that doesn't work and you are familiar with using Command Line Prompts you can try to start agent.exe that way. Type in net stop immunetprotect, wait a short time and then type in net start immunetprotect. That should launch agent.exe and then you should be able to log in. I hope this helps... On the other hand perhaps it wouldn't be a bad idea to submit a Support Diagnostic Tool Report if the problem persists. Info on how to do that can be found here. Best wishes, Ritchie... Ritchie Refering to my problem Case #7823 - "BUG : Lost License Key And Immunet Not Running" - is this a set of actions that I should attempt as well? It seems strange that a key should just disappear and not be able to be re-entered. I note that the agent.exe is running at a very low assigned memory value - less than 2Mb - this is much lower than previously.IS this because of the reduced functionality now available? To do complete re-installs in our environment would be very irritating. We have 6 devices running Immunet and are migrating more, many of them are laptops and are seldom available for software attention. It would require a special trip to the office to install. I am awaiting further guidance from Immunet before issuing a "recall" to my users. Link to comment Share on other sites More sharing options...
ritchie58 Posted February 27, 2012 Report Share Posted February 27, 2012 Hi Keri, I try to be as helpful as I can on the forum but like everyone else on the planet I'm not an infallible machine. I was just trying to cover all the bases for mooregd to try if things didn't go well for him because getting a Support person to respond to a forum topic on a weekend is spotty at best. If Millard's response was adequate to get you up and running then I don't see the need to try any of the other things I mentioned. As far as updating to the newest version? That's entirely up to you. Although the 7980 version does address some issues that a "few" users had with agent.exe causing excessive CPU and /or HDD I/O activity. Regards, Ritchie... Link to comment Share on other sites More sharing options...
Rob.T Posted March 26, 2012 Report Share Posted March 26, 2012 Sorry I'm so late to this thread - there is a bug in where if two different users have started the Immunet interface one of the interfaces will be displayed correctly and the other will look like Immunet has gone back to trial mode, or is out of date, lost it's license key, or is not connect to the Cloud. A quick test is to try rebooting your computer and then, without switching users, open the Immunet interface and verify it's returned Plus mode, and your license key appers in the Setting -> License Key section. Link to comment Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.