Security and Anti-Virus

[fitzpgb]

On start-up, I keep getting the Constant Guard message:

Constant Guard Protection Suite - "There is a problem with accessing the list of Trusted Network Secure Financials Institutions. This log is being updated for you. Please try again in a few minutes"  OK.  If you select OK, it shutdown Firefox and reappears again in a few minutes (infinity loop).

If you ignore it, then is finally fails with an error message (below) and the Constant Guard application tries to restart. It will go through this loop for ever.

Error code ff50c824-5e9c-4600-962e-33e5b42db6de

If I try to uninstall Constant Guard is get an error message: Invalid uninstall control file: c:\Program Files (X86)\Constant Guard Protection SUite\Uninstall\ininstall.xml

I downloaded a clear version and try to install, I get a message to Uninstall the older version.

This is a major productivity drain. Solution?

[CGPS-Support]

fitzpgb - thanks for sending along the error code. I've forwarded it. The chances are that IF you try again and get an error code again, the code itself will change, but various components of the number will tell us where the crash occurs. However, the statement, "There is a problem with accessing the list of  Trusted Network Secure Financials Institutions" says it all - something is blocking the software. The Secure Sites part of Constant Guard Protection Suite (CGPS) is made up of multiple services - Validation, Activation, the Service itself, Setup, and Updates. The message you are seeing is basically stating that our browser, SecureView, cannot open, and the number is pointing to the failure location.

If the service can't open, it's probably being blocked - either by a firewall or a port is blocked. You're on the right track regarding the solution.

1. Go to Control Panel to Administrative Tools to Services;

2. Find CGPS in the applications list - click to STOP the service;

3. Go to Control Panel to Programs/Features and remove the software.

4. Fill out the uninstall survey.

5. RESTART the computer.

6. Go to www.comcast.net/security to reinstall.

When prompted to SAVE the secure passwords file, do so IF you have accounts stored. The password is the Microsoft security certificate which stores the secured credentials and your PIN. If you do not wish to recreate them, SAVE.

If this doesn't work, and the control panel still has issues removing the software, then the uninstall file has been corrupted - pointing to software corruption overall. You will need to use a cleaner utility to remove. If that is the case, use this link:

http://downloads.idvault.com/comcast/cleaner/constantguardcleaninstall.exe

This is an application cleaner specific to CGPS - it will not remove anything else. Click the link, and click to RUN. The application will note "completed" when it has. When you use the cleaner, it automatically removes the Microsoft Security Certificate, and so you would need to recreate any stored accounts and the PIN upon a reinstall.

[CGPS-Support]

Fitzpgb - I forgot to mention that, when you reinstall, click to SAVE the download, rather than RUN. During the download, watch for any prompts from Security software and ALLOW the install. Do the same when you click the Setup icon to install after the download. This way, your Firewall will know to allow each of the Services of the CGPS application - there are actually 2 .exe files which need to be allowed.

[fitzpgb]

CGPS-Support, thanks for your response.

As indicated in my initial email, I've already tried your suggested process. On Step 3 I get:

Invalid uninstall control file: c:\Program Files (X86)\Constant Guard Protection SUite\Uninstall\ininstall.xml

[CGPS-Support]

Hello - Did you try using the Cleaner link I provided to see if that resolves the issue?

The error message you are getting - the long alpha-numeric code is showing that you have more than one constant guard .exe program running. The trick is going to be to shut them down so they can be removed. If you Go to the administrative tools to Services and STOP the application, that should allow it to be removed using the cleaner link I included in the last post. Did you try that - or have you only gotten as far as trying to remove using the control panel? It is quite possible that you have a corrup Uninstall file from a previous install.

Please confirm that you have tried the above steps - stopping the service and then running the cleaner. Thanks.