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bvamundsen

Upgrade Failed From Free To Plus 3.0.5.7980

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I am having problems upgrading my WinXP MSE2002 upgrading from Immunet Protect Free to Plus. I purchased the license on the Immunet Site, but when I tried to upgrade I found that I couldn't because the key code area was locked and if I clicked on the banner in the GUI it told me that Immunet 3.0 wasn't online. Agent.exe and iptray.exe were both running in the TaskManager. I attempted to install the download file from the license purchase and install it over the "free" version. This didn't correct anything. I then attempted to Uninstall answering "No" to the plan on re-installing, did a restart and and re-install in the SafeMode with Networking. This only resulted in my License Key appearing in the window, but the Plus features were still locked out. Even though I could start ClamAV and "Update" the clam files when I attempt to login to My Community in the GUI I'm not loged in with an error message that an "unexpected failure occured." I have checked the firewall and added iptray and agent to be allowed, but it seems something is blocking the community connection or something else is going on. Any help would be appreciated.

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I think that most or all of your problem centers around the "not online" error that you mentioned. As background info, I've been a beta / regular user off and on since before the first official release. The last several times that I went back to using Immunet Pro full time this is what would happen:

 

1. New / fresh install, license key entered and accepted without any issues.

2. Tetra definition updates worked properly and I was able to enable the Pro features that I desire.

3. REBOOT and IP behaves as though I no longer have a valid Pro license as all Pro features are no turned off. Checking further, I would notice the Immunet is not online problem that you mentioned. However, in each case, after I waited a little while longer Immunet is on line and my Pro features are back! It is important to note that this problem was only after the first reboot after the install. On subsequent dates and reboots I no longer have that problem.

 

My recommendation is wait 10 minutes or so after a reboot and see if everything goes to normal. If not, try rebooting a second time and wait 10 minutes. If there still is a problem, try another reinstall, entering your pro license at the appropriate time during the start of the install procedure.

 

Also, if you purchased Pro, it is best to turn the ClamAV detection OFF. TETRA is what you paid for and what you want enabled. Using both will up the memory and resource use of the software.

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Hi bvamunds, if you continue to have problems with your license key I would suggest you contact support at support@immunet.com if an Administrator doesn't respond to your forum topic here. Regards, Ritchie...

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Hi iTrendsNET, thanks for your suggestions and time helping debug IP. I did wait for more than 10 minutes and did do a reboot, neither affected the online status. I continue to get "An unexpected failure has occurred." message when attempting to Login to the community. I've turned off the ClamAV as you suggest, but that doesn't seem to affect anything either. If I run the diagnostic tool and check the files it seems there is a clientpipe error, but I have no idea what is causing it. If I boot into Safe Mode with Networking and attempt to login the same error occurs which means some file didn't install or didn't register correctly.

 

Richie, I've opened a case, followed the suggestion from the first case number which didn't improve the situation. I've also left a couple of voice messages on the 800 number and I'm still waiting for a callback after two days. This isn't good support for Plus users and I hope Sourcefire addresses it soon. I'm wondering if there is a server problem someplace?

 

Again suggestions are appreciated. Brian Amundsen

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Hi Brian, sorry to hear you're still having problems. If a support person doesn't respond soon I'll private message some people for you and perhaps your case can be expedited then. Regards, Ritchie...

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Hi Richie

Thanks for the support your providing on the forum. Well, I now have a second email suggestion, which wasn't helpful to correct the problem. The only thing I did learn was that My Community and the ClamAV updates use different services. I assume ClamAV is spawning Freshclam on a periodic schedule and that uses the ClamAV database server to download the latest daily files. My problem seem to stem from the fact that the My Community server is either capped at the number of users, failing to provide more user services or is being blocked by the port being used. Since I see others are having a similiar problem with My Community connections I was wondering if someone could tell us how that feature is implemented? Could it be that a hacker is trying to redirect the connection, or that my ISP is now blocking the port (although I can't say it worked even in the free version because I don't remember tyring to add any users before). I've now submitted two Immunet Diagnostic files to support@immunet.com, but don't have any feedback or suggestions based on the files. Looking at the files myself and I see errors for clientpipe connection and affiliate errors. Surely these mean something to someone.

Waiting for suggestions.... Brian A

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SOLVED

Well, I have discovered the source of my upgrade and installation problem. Before I bought my license this week in order to upgrade to Plus, I was using the ClamAV engine and getting definitions without trouble, thus showing that I had a working Internet connection, even though I couldn't get to the My Community because if I tried to upgrade it said I needed to be registered and online (which I wasn't registered). But two weeks ago there was a power outage which lasted for six hours affecting my QWest now CenturyLink DSL connection and modem/router were reset and reloaded to default settings. The reset caused a custom TCP/UDP firewall filter to go back to the default state, which limits the ports being allowed out and in. The result was that data on TCP/UDP port 50, 83 or 32137 (found in other forum threads about the beta programs) were being blocked to the Internet. Once I re-apply a "Allow Out" for all ports not defined in the modem's short default list I was able to connect to My Community and the product registered properly. I'll have to talk with CenturyLink to see if I can put a custom filter for port 50, 83 and 32137 into the router tables.

 

I guess my question of which ports need to be passed through the firewall still stand?

 

I did check the Immunet 3.0 installation manual where the only mention of Internet is in the Requirements section that it must be a working connection. I would suggest that be correct to include that TCP/UDP ports 50, 83, and 32137 must also be allowed through all firewalls and router tables to the Internet. At minimum a reference to firewalls should be in the Requirements listing. Or change the comments within the "Help" files so that Firewall settings can be looked up as well as how to change them for both Windows Firewall, Comodo and any other common firewall product. I was glad to find there are a few tutorials about firewalls but none of them gave the ports to be allowed, only the processes, which many router based firewalls don't use. Firewall ports were only found in the beta testing feedback forum. Thanks for the product I guess I'll be keeping it after all! Brian A.

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Support documentation does exist for the the configuration of one's software firewall to allow Immunet to function properly. Unfortunately it doesn't address hardware based firewalls and most modern routers have that built in protection besides data encryption these days. So knowing the ports used by Immunet would be something handy to know. I have seen this activity with Comodo Firewall: agent.exe [1600] - TCP & UDP OUT, iptray.exe [1968] - TCP OUT. With Comodo it only tells you the source and destination addresses for active, allowed processes and the actual port numbers involved if it blocks a connection unfortunately. The support documentation for the software firewalls can be found at this link.

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Hi Richie,

I'm not sure where you received those port numbers from but my emails with support@immunet.com have confirmed the following, which should be helpful for others suffering from the upgrade blues.

 

"The port number used for cloud communication is indeed 32137/TCP. 80/TCP (HTTP) and 443/TCP (HTTPS) are for "my community" communication. 53/UDP is also needed for DNS lookups."

 

Hopefully this will be helpful for others.

 

Best Regards, Brian

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Thanks for the informative thread Brian. Pedersen has also posted in the FAQ section of the forum the open ports necessary for Immunet to function. This should be helpful for other users that encounter a similar situation. Thanks again for your diligence! Best wishes, Ritchie... P.S. - Those were not port numbers. Those were process identification markers used by Comodo Firewall.

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