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os-utilities in OS & Utilities Channel,
Written by: C. Brooke Gruenberg on Oct 19 2010, 10:48am

Can't enable Active or Email Defense

My computer is an eMachines laptop, running Windows XP SP3.  I purchased the upgrade to 10 on December 28, 2009, and have had very little trouble with the program since.

Between yesterday and today, Active Defense and Email Defense switched from Enabled to Disabled, and when I click to "Enable", the program churns and churns and then stops and these parts are still disabled.

It looks like there might have been an update yesterday, since I see yesterday's date on folders Memory Optimization, Reg Fix, Results, and Updates.

Could you please help me fix this problem?  I really need to be able to use the program.

Thanks to anyone who can help!

Brooke

11 Citizens Answers

Robby E. says:

Brooke,

I am not sure what may be causing the problem.  Did you attempt to reinstall the software to see if that corrects the issue?

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Oct 19 2010, 12:51pm | Report

C. Brooke Gruenberg says:

Thank you, Robby E.

I was just going to do that, so I guess I'll go ahead and do it.  Thanks for respondiing.  I'm really worried about this.  Will check back after reinstall.

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Oct 19 2010, 1:34pm | Report

C. Brooke Gruenberg says:

After communicating with Robby E., I tried the "recovery" ability of Fix-It.  The first two recovery points proved to make the situation worse.  I finally returned to the way things were on October 1st.

So, having spent the last three hours recovering, uninstalling, reinstalling - now I have 11 problems instead of 2 - running first scans, and goddess only knows what else, I can honestly report that the situation is dire.

There are three continuing problems as judged by Fix-It:

1)  Active Defense is not enabled

2)  Email Defense is not enabled

3)  AV/AS Scan has not been run . . .

although I did "run" them.

Any other ideas?  I dread having to find (and pay for) another similar program, so I'm counting on you-all, and thanks in advance!

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Oct 19 2010, 3:51pm | Report

Robby E. says:

Brooke,

It sounds like you did a recovery before attempting anything else.  Is that correct?  If so, that may be why you are experiencing more problems with it than what you initially started with.

What I would suggest at this point is to simply remove the entire program and reinstall.  To do this, you will want to boot your computer into Safe Mode.  After it finishes booting into Safe Mode, go to the program's installation folder, which should be here on XP:

C:\Program Files\Avanquest

Rename the Fix-It folder to something else, such as "Old" without the quotes.  Restart the computer in Normal mode.  After it restarts, go to Add/Remove Programs and remove Fix-It.  After that is removed, browse back to the installation folder above.  Delete the "Old" folder from earlier.  Then, restart your computer once more.  After it restarts, please reinstall Fix-It.  After it reinstalls, restart your system one more time before running Fix-It.

If after doing the above it is still not working, I think you need to contact Tech Support.  They may have further suggestions on how to resolve the issue.

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Oct 19 2010, 4:25pm | Report

C. Brooke Gruenberg says:

Thank you for the suggestion, Robby.  As much as I hate wasting yet another day slogging through computer hell, I will follow your instructions.

I'll report after I'm finished.  And thanks again.

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Oct 20 2010, 10:19am | Report

C. Brooke Gruenberg says:

Well, Robby E., I said I'd be back.  While I am usually good at following instructions, I have a little problem.  When you say to "boot into Safe Mode", I hit a brick wall.

The MS instructions for Safe Mode ask that I should "In the Shut Down Windows dialog box, click Restart, and then click OK. When you see the message Please select the operating system to start, press F8."

I have NEVER (to my memory) seen a message about selecting an operating system.  I've tried pressing F8 as soon as the lights on my keyboard blink, indicating that something is going on, as well as trying F10, F2, and - goddess help me - F11, which scared the c**p out of me and caused an immediate removal of my laptop's battery to stop it.

So, I don't know what to do now.  You're good at suggestions . . . anything else?  And I continue to thank you for your assistance!

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Oct 20 2010, 2:52pm | Report

Robby E. says:

Brooke,

The timing to access the Safe Mode menu is a bit tricky.  Basically, you need to press the F8 key just before the "Starting Windows" graphic appears on the screen. 

What I normally suggest to people is that after they see the initial BIOS screen that gives them options to "Press F11 button to access System Restore" or something similar, then to start slowly tapping on the F8 key.  You will want to press it once every second or slightly faster.  You will know you are successful when you get a new text menu that lists Safe Mode as one of its options.  You may need to restart a couple of times before you get the timing on it.

You will want the plain Safe Mode option.  Do not worry about the Safe Mode with Command Prompt or Networking.

As a side note, Safe Mode takes a longer than normal time to boot up fully.  So, do not be surprised if it takes you a few minutes to get to the Desktop.  You know you will be in Safe Mode when you see the words "Safe Mode" in all four corners of the screen.

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Oct 20 2010, 3:02pm | Report

C. Brooke Gruenberg says:

Whew!  This is getting to be like brain surgery.  I will try tapping on the F8 key . . . and return later to report my success!

Nothing like positive thinking!  Thanks for your help and keeping in touch, Robby E.

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Oct 20 2010, 4:04pm | Report

C. Brooke Gruenberg says:

Cutting to the chase:  I did as much as you instructed as I could; it was a nightmare.

Unfortunately, after reinstalling, installing updates, and opening the program, I am still unable to activate Active and/or Email Defense, or to run a virus scan.

It looks like I'm going to have to go back to AVG - ironic, since after using free AVG I purchased Greenborder, which ultimately went out of business (actually, I think it was bought by Google and deep-sixed), after which I purchased Fix-It.

Back to the drawing board for me.  Thank you for all you've done to try to help me out of this nasty swivet!

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Oct 20 2010, 6:46pm | Report

Mike Stelmach says:

Hello Brooke,

If you are willing to try a few more things can you go ahead and submit a support request? As I would need to send you some information that can not be posted in this public forum

 

 

 

 

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Oct 21 2010, 2:31pm | Report

C. Brooke Gruenberg says:

Jeepers, Michael !!  I just found that my answer to your previous message didn't post.  I hope you don't think I'm a fair-weather friend!

I downloaded and installed v. 9 and all is well.  I so like the v. 9 layout, but I must be in the minority or v. 10 wouldn't have been changed.  Just a reactionary . . . that's me!

As I mentioned in our Support discussion, I truly appreciate your help and that of Robby E.  What would 70-year-old ladies like me do without dear young men to help us out of the stupid situations we get ourselves into?

Until later . . . bright blessings to both of you!

Brooke

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Oct 22 2010, 6:25pm | Report

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C. Brooke Gruenberg

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