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FAQ's

Frequently Asked Questions

1.Where can I purchase the French or English version of the AntiVirusKit?   

















Solution











You can purchase the French or English Version via download here:http://www.




gdata.de/trade/productview/326/16/The AVK is only available in German (1st 




download link), English (2nd download link) or French (3rd download link).




Important Note: The pulldown menue only gives you the information of the AVK in 



a language of your choice. If you use the pulldown menue and chose the first 




download link, you will get the download link to the German AVK version!   




332;Zur Vermeidung dieses Problems stellen Sie bitte sicher, dass Sie an dem 




betreffenden Computer mit Administator-Berechtigung angemeldet sind.




333;Leider nicht. Der WindowsXP Styler ist nur für das Betriebssystem MS-




Windows XP vorgesehen.









334;Bei einigen System-Konfigurationen kann dann das Startmenü nur in Schwarz 




dargestellt werden. Bitte deaktivieren Sie zur Vermeidung des Effekts die 




Transparenz-Einstellung.






















2. When I try to log into your website with my AVK username and password, the login is not accepted.    














Solution











The Login data is solely a login for the AntiVirusKit. It does not work with 




the quick login on our webpage. 








Make sure you use the login in the AVK (-> OPTIONS and INTERNET UPDATE)

















3. I cannot update virus signatures. Error message:"Cannot connect to update server"    
















Solution











Please check the following:









1) Make sure you have established a connection to the internet and that your 




browser is not in the offline mode








2) Check whether the firewall allows the AVK access to the internet


















4. Setting up multiple POP3 servers   





















Solution











If you want to download from multiple POP3 servers, you cannot have a POP 




server specified in the Incoming (POP3) in the MailGateway. The user name of 




the POP3 account will provide transmission. To be able to do this, you must 




specify the POP server in front of the user name separated by ":". 


















Example of a user account: 









User Name = pop3.server.co.uk:jane.smith 







POP Server = IP of MailGateway





















5. I want the MailGateway to answer using the complete domain name.   

















Solution











Simply enter the Fully Qualified Domain Name (FQDN), i.e. your mail exchange, 




in ComputerName in the "HKEY_LOCAL_MACHINE\SOFTWARE\G DATA\AvkSmtp" registry 



path. 











Then, restart the MailGateway service. 





















6. Why do some applications run significantly slower after the installation of AVK Client?   
















Solution











The Monitor monitors all access to files in the background and checks opened 




and saved files for viruses. This usually causes a delay that is hardly 





noticeable. If an application opens a great number of files or opens some files 




very frequently, the delay can be considerable. 




















To avoid this problem, temporarily disable the Monitor to check if this is what 




causes the delays. If the affected computer accesses files on a server, you 




also have to disable the Monitor on the server. 




















If the Monitor is the cause, you can usually address this issue by defining an 




exception (that is, files that should not be checked). To do this, you have to 




identify the files that you access frequently. The MonActivity programme (in 




the Tools directory on the CD) shows all files checked by the Monitor. 


















In the Computer input field, enter the name of the computer that you wish to 




monitor and click on the Connect button. (You can leave the input field blank, 




if you want the Monitor to connect to the computer that started the programme.) 

















Next, perform the operations causing the delay with the Monitor enabled. 

















The list shows all files checked by the Monitor. Define an exception (Monitor 




task section, Exception button) for frequently checked files. 



















Known delays: 










Use of some HP printers with MS Office (exception: HP*.INI) 






Mail software Eudora (exceptions: EUDORA.INI DEUDORA.INI) 


















7. Online updates work using the Online Update programme on the Management Server (Start menu > Programs > AVK ManagementServer > Online Update), but not using the AVK Administrator   













Solution











To resolve this issue, enter a user account on the server. You can access the 




relevant input field in the Online Update task section by clicking on the 





Internet Settings button.






















8. How can I verify, if there is a connection between the clients and the ManagementServer?   















Solution











The Last Access column in the Clients task section shows the time when the 




client last contacted the ManagementServer. Usually, the clients contact the 




ManagementServer every few minutes (if no scan jobs are performed). 


















9. Why does Outlook start very slowly after installing the AVK Client?   


















Solution











By default, AVK checks all unread mail in the inbox (and its subfolders) when 




starting Outlook. If there is a large amount of mail, start up becomes 





considerably delayed. You can disable this option using the AVK Administrator 




(Email task section, Check Unread Mails at Program Start option). 


















Caution: If you disable this option, not all incoming mail will be 





automatically checked for viruses. 





















10. Why does the online update not work when using a proxy server?   


















Solution











Some proxy servers can cause authentication problems. One possible solution is 




to install Microsoft Internet Explorers (version 5.5 or higher), as this takes 




over the verification. Check first, if you can access our server's test page 




using Internet Explorer: 






















http://ieupdate.gdata.de/Test.htm 





















Then customize the internet settings in AVK Administrator (Internet-Update task 




section). Enter a user account on the ManagementServer that is configured with 




internet access. The ManagementServer then performs an online update in the 




context of this user. 









In addition, you can specify a user name and password for the proxy server. 




Select port 80, even if your proxy server is contacted via another port. 





Internet Explorer performs the translation automatically. 



















11. Installing the client software using AVK Administrator fails (error: Access to the client's system drive is denied).   













Solution











The specified user account does not have the necessary rights or the client 




does not meet the requirements (see below). The specified user account requires 



administrator rights on both the ManagementServer and the client. 





If used in a work group, it is essential that the user account has a password. 






























Instead installing remotely, you can install the client software directly from 




CD. The requirements described below apply only to the remote installation. 




Operating the software requires only a TCP/IP connection between the clients 




and the ManagementServer (and, where applicable, a name resolution in the 




network). 























Requirements for remote installation on Windows 9x or Windows ME: 


















Access control on user level (network properties) 




















Enable remote administration (Control Panel > Passwords > Remote 





Administration) 























Enable file sharing (network properties)





















Set up Remote Registry Service (if this service is not set up, the setup 





programme will be copied onto the client during remote installation) 





Tip: Add the Microsoft Remote Registry service to the network configuration. 




The required files can be located in the directory 







\Tools\ResKit\Netadmin\Remotereg on the Windows CD. 



















'Client for Microsoft Networks' must be installed (network properties). 































The file shares "c$" and "admin$" on the client are required for remote 





installation on Windows NT (SP4), Windows 2000 and Windows XP. 





The remote registry service must also have been started. 
































12. I would like clients contacted via their IP address rather than via their names   

















Solution











The functions described here have been available since 25th June 2001. If 




necessary, update the programme files of server and clients. 
































ManagementServer Installation: 








During the installation you will be asked for the server name. Replace the name 




with the IP address. 






















Alternatively, you can replace the server name with the IP address if 





ManagementServer has already been installed. To do this, modify the registry 




entry 
























HKEY_LOCAL_MACHINE\Software\G DATA\AVK ManagementServer\ComputerName" 
















and the file 























\Programs\G DATA\AVK ManagementServer\AvkClientSetup\RegServer.txt". 






























Enabling the clients in AVK Administrator: 







To be able to establish a connection between server and clients using the IP 




address, the clients have to be enabled with their IP address in AVK 





Administrator. You can do this manually (Enable Clients/Client (dialog)) or by 




searching an IP address range (Search Client/Computer). 
































AVK-Client Setup from CD: 









If you install the clients directly from CD, the installer asks for both the 





server name and the computer name. Enter the IP address for each one.


















13. Scanning network drives does not work.   




















Solution











Because the AVK Client runs on NT/2000 in the system context, it has usually 




no access rights for network drives. You can enter a user account in the client 




setting to allow scanning of network drives (Clients task section, right-click 




on the client, Settings in context menu, User Account button). 


















Important: The specified account must have administrator rights on the client. 

















Instead of the network drive letter you can use the UNC path. Example: 





\\servername\share






















14. Sent faxes include the postscript Checked for Viruses from G DATA AntiVirusKit.   
















Solution











This can happen if faxes are sent with Outlook. Disable the Attach Report to 




Outgoing Mails option in the Email task section to prevent this. 


















15. How can I perform online updates if the ManagementServer has no connection to the internet?   















Solution











The functionality described here has been added at a later date. First of all, 




update the programme files of server and clients via the internet. 


















Alternatively, you can get a client to do the online update. To do this, choose 




the client in the 'Update implemented from' list in the Online Update task 




section. The update can only be performed if at the time of the update both the 




client and the ManagementServer are switched on. 
































16. Some clients report "The virus database is corrupted.". What can I do?    

















Solution











To ensure optimal antivirus protection the virus database is examined 





routinely for its integrity. If an error is found, "The virus database is 





corrupted" is reported. 









Delete the report and download the current virus database update from our 




server. Then update the virus database on the clients affected. Contact our 




phone hotline, if the error report persists. 




















17. Some clients report "Programme files have changed or are corrupted". What can I do?   
















Solution











To ensure optimal antivirus protection the programme files are examined 




routinely for their integrity. If an error is found, "Programme files have 





changed or are corrupted" is reported. 








Delete the report and download the current programme files update (AVK Client) 




from our server. Then update the programme files on the clients affected. 




Contact our phone hotline, if the error report persists. 



















18. The whole mailbox was placed in quarantine   




















Solution











This happens primarily if there is an infected mail in the mailbox. 


















To move the file back, do the following: 





















Close the email program on the client affected and if applicable delete the 




newly created archive file. 






















In the Monitor options, disable scanning of email archives. 



















Using the AVK Administrator account, open then the relevant report and click on 




Move File Back. 























Contact our phone hotline, if moving back fails. 




















19. After renaming the computer, the AVK Client antivirus signatures are no longer updated.   















Solution











Simply modify the ComputerName entry in the registry path 






HKEY_LOCAL_MACHINE\SOFTWARE\G DATA\AVKClient".



















20. Which ports are used for communication between ManagementServer and clients?   





























Solution











Client > Server = Port 7166 









Server > Client = Port 7167



































21. Which ports are required for online update?   




















Solution











For online update, only port 80, i.e. "normal" HTTP, has to be enabled.


















22. I want to install AVK ManagementServer on a different computer. What do I have to look out for?   















Solution











You can inherit the current ManagementServer configuration by backing up all 




files with the extension *.dat from the C:\Programs\G DATA\AVK ManagementServer 



directory. 










To install the old configuration, close the AVK ManagementServer service and 




copy all .dat files into the appropriate programme directory. Now you can 




resume the service and access AVK Administrator. 




















You can also easily switch the name of the ManagementServer at the clients. In 




the Client View in AVK Administrator, highlight all computers and right-click 




on Install AVK Client. Now, each computer responds that the AVK Client has 




already been installed and while doing so modifies the entry in the registry 




for all clients. 























23. How can I update the ManagementServer?   




















Solution











You can update the ManagementServer using the Start menu: Start > Programs > 




AVK ManagementServer > Online Update. Then update the server's programme files 



here.
























24. How can I manually de-install AVK-Client?   




















Solution











In the prompt, go to the C:\Programs\G DATA\AVKClient directory and execute 




this command: UnClient /AVKUninst (This command is case-sensitive). Remember to 



reboot!
























25. Starting AVK Administrator shows error message 10061.   



















Solution











Start the AVK ManagementServer or GDNSS service. 



















26. Starting AVK Administrator shows error message 11001   



















Solution











The NetBIOS name of ManagementServer could not be resolved. Check the DNS 




settings. 











Alternatively, you can enter the IP address of ManagementServer.


















27. Why are WinVNC and other remote tools identified as viruses?   


















Lösung











The files are identified by a new module of the Kaspersky engine. This engine 




also scans and identifies security related tools. This includes WinVNC as it 




allows a computer to be remotely controlled and manipulated. 


















You have to define the files reported as Monitor exceptions (without specifying 




the directory) or disable the dialler protection in the Monitor settings. 


















The Monitor's exceptions, however, do not apply for a total scan job. For this, 




you have to create an exception for the whole directory where the tool is 




installed. Simply double-click on a client in AVK Administrator. This opens the 




client settings. Here, you can define exception directories for scan jobs (at 




the bottom). Alternatively, you can disable the scan parameter Scan for 





Diallers.





































28. After a programme update and subsequent reboot an error message appears, that the SHLWAPI.DLL file could not be found.   













Solution











The problem regarding the SHLWAPI.DLL file occurs with older Internet Explorer 




versions. This is a known Windows NT problem and can be resolved by updating to 



the current version of Internet Explorer. 





















29. AVK's Outlook plug-in no longer scans incoming emails.   



















Solution











It is likely that Outlook has simply disabled the plug-in. You can enable 





deactivated plug-ins in Outlook in Help > Info > Disabled Items. 


















30. How can I update AVK ManagementServer?   




















Solution











You can simply update the ManagementServer using the Start menu: Start > 




Programs > AVK ManagementServer > Online Update. Here, you have to update the 



server's programme files. 






















31. When installing AVK Client, a general protection fault in the DIBENG.DLL module appears at the work station.   













Solution











This is a basic problem of the system's display drivers. Refer to the following 




Microsoft article: http://support.microsoft.com/kb/235618/en-us


















32. How can I verify, if there is a connection between the clients and the ManagementServer?   















Solution











The Last Access column in the Clients task section shows the time when the 




client last contacted the ManagementServer. Usually, the clients contact the 




ManagementServer every few minutes (if no scan jobs are performed). 


















The failed connection might be due to the following possible causes: 


















The client is switched off or disconnected from the network. 



















A TCP/IP connection between client and ManagementServer cannot be established. 



Check the network settings. 






















The client cannot identify the server's IP address, i.e. the name resolution 




does not work. You can check the connection with the "ping" command. To do 




this, enter the command "ping " at the prompt, where " is the name of the 




computer in the network that has the ManagementServer installed. 


















Alternatively, you can contact the ManagementServer directly via the IP address.




 This is the path in the registry that you have to change on the clients: 





HKEY_LOCAL_MACHINE\SOFTWARE\G DATA\AVKClient" 






Correspondingly, for "Server" enter the IP address of the ManagementServer. 

















33. I am using the Windows 2000 SP4 operating system. The WINLOGON.EXE has been deleted or quarantined owing to a virus monitor error and I am now unable to start my PC.   













Lösung











Please proceed as follows:









  











Repairing using the Windows 2000 SP 4 CD:







 











1)     Start the system using the Windows 2000 CD (you may need to reset the 




boot order in the BIOS)  









2)     Select ?Repair Windows? (Press R key)







3)     Select ?Windows Recovery Console? (Press C key)






4)     Choose your setting (this is normally ?1?) and press ENTER





5)     Enter your administrator password and press ENTER to confirm





6)     Swap to the CD drive (if this is D, type in ?cd d:? (no inverted commas; 




please type the relevant letter if you are using another drive)






7)      Go into the i386 directory (cd i386)








8)      Enter the following command: copy winlogon.ex_ 






c:\winnt\system32\winlogon.exe.








 











 











Once WINLOGON is repaired or replaced:







 











Please restart your computer. 









Disable the monitor and update your virus signatures. 






 











When you re-enable the monitor, it will not identify the LOGON.exe incorrectly 




now that you have updated the virus signatures. 







 











Please restart your PC in safe mode if you set the virus monitor up so that it 




does not alert you when a virus is found, but deletes it or immediately places 




it in quarantine. 










Then change the virus monitor setting to disabled (Start -> Settings -> Control 




Panel -> Services -> ?AVK Virus Monitor?).







Now restart your PC and update the virus signatures. 



















When you re-enable the monitor, it will not identify the LOGON.exe incorrectly 




now that you have updated the virus signatures. 

































We hope you have found this information helpful. 

































34. Remote installation of AntiVirusKit-Client   




















Solution











Requirements for remote installation:





















1. access to administrative file-shares C$ and Admin$ 






2. remote-registry-service must be started







3. open ports 7166 and 7167 (TCP)








4. "GDNSS.exe" as firewall-exception (if desktop-firewall is installed on the 




server)











5. Windows-password must be set


































Since version 5.1.6 you are able to install the AVK-Client local via 





installationspackage.






















The installation runs in silent-modus, so it's not necessary to make any mouse-




clicks. The AVK-icon is visible after a new user-login.
































The alternative way is the local installation per cd-rom or separate 





installation-setup.