Firewall

Posted 11/25/2008 2:41 PM
#68939
User avatar

jonny Toobad Member

Date Joined Nov 2016
Total Posts: 1
Hello,while installing Bullguard the following message appears :Firewall-Mainmodul could not be installed.Firewall is not active.
In the BgInstallAssist appears this message: error:AFW service was not successfully installed,unloaded BdInstHk.dll.

Spyware etc. seems to work,only firewall is deactivated.Former Norton Internet security is deinstalled.

Can you help me?

Nordatze
Posted 11/25/2008 4:33 PM
#68941
User avatar

Alin Vlad Advanced member

Date Joined Nov 2016
Total Posts: 389
Here is the BullGuard Support oficial steps to troubleshoot this issue :


"BullGuard Support" wrote: In order to further document the issue, here is what I recommend:

A) Attached to this e-mail, you will find a diagnostic tool called "sysdump.zip". This application generates a report which will tell us if there is any conflicting software installed on your computer. Here is how you need to use it:

1. Download the Sysdump file on your Desktop.
2. Unzip the file: right-click the archive and press "Extract here" or "Extract all".
3. Run the sysdump.exe file (double-click on it).
4. The tool will generate a new file "Sysdump.tar".
5. Right-click My Computer and select "Manage".
6. In the Computer Management window that opens, click "Event Viewer", in the left list.
7. For Windows XP: Right-click the "Application" entry and select "Save Log File As".
7. For Windows Vista: Expand the "Windows Logs" class > right-click the "Application" entry and select "Save Events As...".
8. In the window that opens, type a name for the file and save on a location at your liking, by clicking Save.
9. Also, right-click the "System" and "Security" entries, as well and perform Step 8, for those too.
10. Attach these logs together with the "Sysdump.tar" file to your reply email.

B) Provide us with three BullGuard logs from your machine:

1. Enable the Show Hidden Files and Folders option by:

- going to Start > Computer > Organize > Folder and Search Options > View tab;
- checking the Show Hidden Files and Folders option.

2. Browse your computer to the following path C:\Documents and Settings\All Users\Application Data\BullGuard
3. Attach these three logs to your reply e-mail:

BSFire.log
BGMainSvc.log
BsFileScan.log

C) Run a Service query command in a command prompt window:

1. Open CMD by holding the Windows key, pressing "R", typing "cmd"( without the inverted commas) in that box and pressing OK.
2. Write: "sc query bsfire"( without the inverted commas) and press Enter
3. Make a screen shot of the command prompt window with the results of the query and attach it to your reply e-mail.

NOTE Here is a quick guide for making screenshots:

1. Be sure to have the image of the error message on the screen.
2. Then press the following key-combination "CTRL" + "Prt Sc" (also written "Print Scr", "Print Screen").
3. Go to Start > Programs > Accessories > Paint. In the Paint menu please go to Edit > Paste.
4. Next, please save the image in .JPG format. To do this, please click on File > Save as... In the "Save as..." box please look for the .JPG or .JPEG format in the bottom section "Save as type".
5. Then attach the screenshot to your reply e-mail.

D) Provide us with the BullGuard Install Assist log:

1. Browse your computer to the following location: C:\Program Files\BullGuard Software\BullGuard
2. Locate the BgInstallAssist.txt file and copy it on your desktop.
3. Attach it to the same reply e-mail and send it to us along with all the other details.

Please provide us with the information and we will be more than glad to help you further.



You can download the sysdump tool from : https://download.kerio.com/dwn/utils/sysdump.exe.

Send all the files by mail at support@bullguard.com and you will receive a reply within an hour
Alin Vlad
Community Manager
[url]support@bullguard.com[/url]
www.bullguard.com

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