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Posted by DaVinci on September 20, 2005, 8:05 pm
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>
>>Take a look at the following support article. Error 3 appears to indicate
>>a temporary problem with CA's autodownload server.
>>
>>http://crm.my-etrust.com/CIDocument.asp?KDId=2219&GUID=8FD95F8508D04A5C837C4BC4ADE87138
>
>
> Thanks D.....but one has to log in and neither my password or a guest login
> will work.
>
> Btw......now that I have XP, I have some little questions on Firefox....I
> will drop you a line. This is so different than WinME, lol.
>
> Cheers, Heather
>
Hi, Heather,
Interesting about the Log In prompt when you try to access the page from
the link I provided. The information is accessible without a Log In and
is listed in the "Top 10 FAQ" that you can access through the technical
support link for EZAV. It's about four or five pages deep from the main
page. Here's the text of the article:
> Summary:
>
> When attempting the update, an errors occurs with either "Fatal Error 3" or
"550" in the error message.
>
>
> Resolution:
>
>
> This error is likely to be a temporary problem with the AutoDownload server
due to some of the update files missing. It happens at the time when we are
uploading the latest signature files to the server, and clients are trying to
retrieve these files at the same time. Please try connecting to the Internet and
performing the AutoDownload again at a later time.
>
> If you continue having the same problem after prolonged period of time then we
would need you to help us troubleshoot the problem further. Please follow the
steps listed below.
>
> Step1:
>
> Firewall Access - Please be sure that proper components and program have
internet access through your firewall.
>
> * VetMsg.exe
> * Isafe.exe
> * vet32.exe
> * VetTray.exe
> * CAFix.exe
> * Autodown.exe
> * Application Layer Gateway(ALG)
>
> If you are running a Firewall on your system, you will need to properly
configure the program control options to allow the programs listed above
internet access. If you are unsure on how to configure your firewall program,
please contact the manufacture of the software for assistance.
>
> If you continue to receive the 'fatal error 3' message when trying to run
autodownload, please continue to step 2.
>
> Step2:
>
> Windows Firewall - Please be sure that the Windows XP firewall on your system
is configured properly. All the items listed above will need internet access.
Please Click Here for instructions on how to configure the Windows XP firewall.
Note: If you are already running EZ Armor and the EZ Firewall program, we would
recommend that you disable the built in Windows firewall program. Please Click
Here for instructions on how to disable the software
>
> If you continue to receive the 'fatal error 3' message when trying to run
autodownload, please continue to step 3.
>
> Step3:
>
> Proxy Settings - If you connect to the internet through a proxy server, please
be sure that you have properly configured the EZ Antivirus proxy settings.
Please Click Here for instructions.
>
> If you continue to receive the 'fatal error 3' message when trying to run
autodownload, please continue with the troubleshooting steps listed below.
>
>
> At the moment we are trying to gather as much information as possible that
will help us resolve 550 and Fatal Error 3 AutoDownload Errors that are not
occurring due to the problem described above.
>
> Troubleshoot:
>
> You will need to run a file we have created to produce some information about
your system and it's connection to the Internet. Please click here to download
the file from our ftp site. When you click on the link, a message will appear
asking you what you wish to do with the file. Select "save ":
>
> * Your browser will ask you for a location where you wish to save the
file. At this stage, browse to your EZ Antivirus installation folder - usually
C:\Program Files\CA\eTrust EZ Armor\eTrust EZ Antivirus.
> * Once you have saved the file, navigate to your EZ Antivirus directory
and run the ezavtrace.bat file by double-clicking on it (This was the file you
downloaded in the step above).
> * You will see command window running TRACERT tests. It might take up to 5
minutes for test to complete. Once finished, you will see following confirmation:
>
>
> *********************************************
> Finished
> Please send the ezreport to support now.
>
> *********************************************
> Now you can run EZ Report. EZ Report will send an automatically generated
report to Technical Support with information about your computer's
configuration, and attach the information gathered in the section described
above:
>
> For EZ Antivirus 6.2/6.3:
>
> * Open EZ Antivirus, then click the Help menu and choose EZReport.
> * In the message field type in your contact details and a description for
the problem, eg. 550 Error (if you have an existing USD or phone support issue
regarding the fatal error3/550, please reference the number associated with your
support request)..
> * Left click on the Send Report button.
>
> For EZ Antivirus r7 - 2005:
>
> * Open EZ Antivirus, click on the the "Tools" tab and click on the "System
Report" button.
> * In the message field type in your contact details and a description for
the problem, eg. 550 Error (if you have an existing USD or phone support issue
regarding the fatal error3/550, please reference the number associated with your
support request).
> * Left click on the Send Report button.
>
> The report will be sent to Technical Support, along with the information that
was collected when you ran the batch file mentioned above. Technical Support
will analyze the information, and respond to you as soon as possible.
>
>
>
>
> If this document did not help you answer your question(s), please Click Here
to contact a Web Support Representative.
Let me know how things are progressing with XP.
D.
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