Getting An Error When Trying To Log In

[jason]

Every time that I try to log into Immunet 3.0 on my desktop I get an error stating "An unexpected failure has occurred".

 

Here is a screenshot of what it looks like:

 

 

I can log in on my laptop just fine (and I have the 3 computer license, while only using 2).

 

I'm a little worried because Immunet found some infected files on this PC and quarantined them only a few days before this started happening.

 

Any help would be appreciated.

 

Thanks.

[ritchie58]

Hello jason, the first thing to check is make sure you're typing the correct email address and password. If that's not the problem it sounds like, for some reason, your login credentials are not being recognized by, or agent.exe is having trouble connecting to, the Immunet servers perhaps. Make sure that your firewall or other security software is not blocking the agent.exe process from connecting to the internet. Another thing that can cause this behavior is if you use Fast User Switching. That is, if multiple people use and have different accounts on the same machine and another user logs in without completely logging out the original user (rebooting). This will cause two instances of agent.exe to be launched. Only one instance of agent.exe can interact with iptray.exe (this process controls the GUI). If you switch user accounts it's best if you then reboot the computer so there's only one instance of agent.exe running. This is a known bug with Immunet and hopefully will be corrected in a future build. You can use Task Manager to see if more than one agent.exe process is running. If you continue to have login problems after checking these things could you please send an SDT report to support@immunet.com. Info on how to create a Support Diagnostic Tool report can be found here.

[Rob.T]

Hi jason, we've actually started phasing out the Immunet Community and you no longer need to sign into it unless you really want to.

 

A bit of history: in the old days (before Immunet v3.0.0 was released), the My Community feature was used to help catch infected files that had spread between users who were in contact with one another (or "part of the same community" as it were). For instance, UserA gets an infected file and passes it on to UserB. UserB then determines the file to be malicious and tells the Immunet cloud. The Cloud recognizes that UserA and UserB are in the same community, so it tells UserA he has an infected file and should do something about it. Meanwhile UserZ, who also happens to have acquired a copy of the infected file but doesn't know either UserA or UserB, continues on his merry way, unaware of his impending doom. In this case the more people you were connected to the better level of virus protection you would receive.

 

Thanks to better engineering, technology, and Cloud computing resources, we automatically make every user a part of a single global community. So no matter how many people you know, Immunet's Cloud will automatically connect you to everyone else! In short, even if you are UserZ and don't have anyone in your community at all, you will still receive the same protection as UserA and UserB.

 

So... getting back to your original question. Not being able to login to the community isn't going to affect anything. What does matter is if you can run a scan or not. Try rebooting, open the Immunet interface, Scan -> Flash Scan. If you have any difficulties, or would like to get your My Community issue sorted out, please email me at support@immunet.com with the subject: "forum thread 1917"

[simon0117]

I have TrustedID SecureScan powered by Immunet installed. I get this message when attempting to login, and resetting/changing password doesn't help. I also use Fast User Switching as it is a family computer.

[ritchie58]

Hi Simon, Immunet does not support Fast User Switching. That's the reason for the problems your seeing. What you'll have to do if you wish to change user accounts is do a reboot after you switch users or open Task Manager and open the tab for All Users and kill iptray.exe for the account that's not being used. Doing a reboot is the easiest way to go though. This will be fixed in a future build I've been told.

 

You didn't get the issue between Bitdefender and SecureScan resolved? Is that why you switched to Immunet?

 

Cheers, Ritchie...