Notice from Zone Labs Internet Security

This page is to notify you that ZoneAlarm has detected a problem with your installation, and therefore has restricted Internet access from your machine for your protection. Don’t panic! The step-by-step instructions listed here will help you to determine the problem and explain how to resolve the issue.

Please print this page out first. If you don't have a printer setup or you use a network printer, please click here to get a word version of this page and save it.

Note: If you have a Cisco VPN client installed and were re-directed to this page, please follow the directions here.

Why did this happen?
There was an error on your computer that is preventing your ZoneAlarm security product from properly starting. Because this condition is similar to a condition where a hacker is trying to disable your security, your ZoneAlarm security product has blocked would-be hackers by locking down your computer from outside Internet attacks. You should verify that your system is clean of any viruses or Trojans before restoring Internet access. Check with your antivirus support site for help and special tools to remove viruses.

How long will it take to restore my access?
It will take between 5 and 15 minutes to restore Internet access.

Instructions to restore Internet access

First try this:

1. Restart your computer. (To do this, click Start, select Shut down, select Restart from the drop-down menu, and then click OK.)
   
2. After restarting, check your Internet access. Try this up to three times to see if your Internet access is restored. If this does not restore your access, proceed to step B below.

If above doesn’t work, do this:

1. In your ZoneAlarm security product interface, go to the Overview Panel, click on the Preferences tab, and uncheck "load ZoneAlarm [product] at start-up" as shown in figure 1 below.
   
2. Reboot your computer. (To do this, click Start, select Shut down, select Restart from the drop-down menu, and then click OK.)
   
3. In this third step, you will be renaming your Internet logs folder. This simple step only takes a moment—just follow the instructions carefully below. Please note: Deleting your Internet logs is necessary to restore Internet access, but you will lose your ZoneAlarm security product settings as a result.
   
   a.   Click on Start, select Search, and then For files or Folders.
   b.   In the box titled "search for files or folders named:" type the following exactly, with quotes: "internet logs"
   c.   In the box titled "look in:" select Local Harddrives…
   d.   Now press Search Now
   e.   In the results to the right you will see a folder called Internet Logs. Typically, this is located at:
         i. C:\Windows\Internet Logs (for Win 9x/XP)
         ii. C:\Winnt\Internet Logs (for Win 2000/NT)
   f.   To rename the folder, simply right-click your mouse on the word "Internet Logs," select Rename and then type in a new name in the text field such as "oldlogs." Press Return when done.
   
   
4. Reboot your computer. (See step 2 above)

You should now have Internet access. (If you do not, click here.) To restore your security, install the latest version of your product by clicking the correct link below:

Figure 1: Unchecking "load at startup" as shown with the red circle below.

Advanced instructions:

You have been taken to this area if you have tried previous steps to restore Internet access and have been unsuccessful. Thank you for your patience.

• Removal will require using Safe Mode and editing the registry. If you are not comfortable using these, you should seek out someone more knowledgeable in their use. This will take approximately 15 minutes.
  


• If you are unable to complete these steps yourself, you may contact Zone Labs Technical Support via fax at 415/343-0057. Someone will contact you as quickly as possible and in the order your fax was received and will follow the exact steps above with you by phone.
  

The instructions below are for users who have uninstalled a Zone Labs product, and have lost ALL Internet access.

** STEP 1 ** Boot into Safe Mode:

If you have Windows 98/2000/ME/XP, Reboot your system into Safe Mode (with NO networking if you have that option). Click on Start, Help, and type “Safe Mode” if you don’t know how to do this.

** STEP 2 ** Remove Registry Entry (Windows 95/98/ME ONLY) :

Important Advisory : Deleting registry entries incorrectly may cause serious problems to your operating system (OS) which may necessitate the need to reinstall the OS. Please make sure you are able to perform these deletions correctly before you decide to edit the entries. If you are not sure, you should seek help from someone who is familiar with editing the registry.

For information about how to edit the registry in Windows, click Start, Run, and type "regedit.exe". Click "Help," then "Help Topic." Click "Changing Keys and Values." Also, you should always make a backup (see your help files) of the registry before editing it.

- To edit the registry, go to Start/Run and type: "regedit."

- Navigate in the left pane to this entry and delete the appropriate key:

W95/98/Me/XP HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\VxD\VSDATA95

Click File, Exit to finish. (NOTE - If on reboot you get a VXD error, hit Enter. In this case, you will need to perform the REGEDIT sequence again from the normal Windows, since Windows didn't allow registry changes while in Safe Mode.)

** STEP 3 ** Remove Files:

o make sure that you can see the ZA/ZAP system files, if they are still on your computer, click Start, Help, then type either “hidden files” or “show all files” – one of these should tell you how to make sure ALL files are visible. Follow the instructions given. Be sure to change this back after you are done.

- Click Start, Find or Search, select your local hard drive, type in "VSDATA*.*" and click on the Search button.

- If you find any files named VSDATA95 or VSDATANT, delete them (you can do this from thesearch window).

- Now in the find field, type in "INTERNET LOGS", and click Search.

- You should see a folder - delete the folder. This removes the database files. They are recreated if you run ZA/ZAP again.

** STEP 4 ** Clean up deletions:

- Empty the trash (recycle) bin.

- Reboot your machine normally.

** STEP 5 ** Finish Uninstalling:

Now you should have your access back. Point your browser to www.zonelabs.com, click on Support, then on Technical Support, and then on Install/Uninstall. Select your operating system. Follow the instructions there to complete the uninstall. If any do not apply, simply continue on to the next.

NOTES FOR FUTURE UNINSTALLING:

- If you reinstall ZA/ZAP, and need to UNinstall again, be sure you always say Yes to delete all files, and say Yes to allow Truevector to shut down, or it cannot remove files properly. It is also a good idea to keep the file that you downloaded to install with.

- If you ever need to shut down ZA/ZAP while figuring out any configuration issues – On the Configure Panel, UNcheck the boxes to “Load At Startup” and “Show Shell Toolbar” if you have one (if not, then Right-click on the gray taskbar along the bottom of your screen, select Toolbars, and Uncheck the ZoneAlarm DeskBand). You can now reboot with no ZA/ZAP process running.