[#1]

I installed PCTools AntiVirus this past weekend and now my Mozy backups have stopped working.  Is there a fix or a workaround for this issue?

[#2]

Have you already tried adding mozy to your new antivirus whitelists?

[#3]

We've run into this before.  Anti-virus programs have evolved quite a bit from the days of simply checking files on your

computer for viruses.  Now, they will sit on your network connection and watch for naughty bits coming and going through

your network port. 

Try this, open a command prompt and type in  netsh winsock show catalog.     This should reveal your PC Tools culprit

sitting on the network connection.  You can attempt to add Mozy to your exceptions list in PC Tools, or many times, I simply

turn the thing off for users to allow it to backup.  You can also contact PC Tools - as they are the offending party that is breaking

your backups, and ask them for advice.  If you do stop PC Tools, you may need to go back to that command prompt and type

in netsh winsock reset to clean out the stack. 

Also, if you are running other Net-Nanny type programs, they act the same way.  Covenant Eyes and Safe Eyes, which were

designed to keep people off of porn sites, etc., will also be found on the stack. 

Disclaimer! There are machines that perform functions that can be broken by using that command; netsh winsock reset.  I wouldn't want anyone to break their machine if they aren't sure of the end result!

Hope this this helps,

Tech  :-)

[#4 · Accepted solution]

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AVA wrote:

I installed PCTools AntiVirus...

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The list of known conflicting programs is located here.

Let us know if this work around fixes things for you.

If Mozy still fails, consider using MSE instead of PC Tools.

[#5]

Thank you for the feedback.  I'll give it a try.

[#6]

I ran into the same issue. PCTools support had me disable Email Guard and Mozy started working again.

"This is caused by existing LSP's on your system that is not compatible with multiple LSP's in our system. This is not a fault within Spyware Doctor. Please follow the steps below as a workaround. 1. Open "Spyware Doctor with AntiVirus" 2. Select "Settings" 3. Select "Advanced" 4. Uncheck "Enable Email Guard" 5. Click "Apply" 6. Restart your computer to see if the problem resolves. " 

[#7]

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raehrlich wrote:

I ran into the same issue. PCTools support had me disable Email Guard and Mozy started working again.

"This is caused by existing LSP's on your system that is not compatible with multiple LSP's in our system. This is not a fault within Spyware Doctor. Please follow the steps below as a workaround. 1. Open "Spyware Doctor with AntiVirus" 2. Select "Settings" 3. Select "Advanced" 4. Uncheck "Enable Email Guard" 5. Click "Apply" 6. Restart your computer to see if the problem resolves. " 

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Thanks for posting that. Mind if I ask - do you use a web browser like Internet Explorer to get to your e-mail? Or do you use software like Microsoft's Outlook?

[#8]

Yes, I use a web browser to get to my email. I don't use Outlook.

[#9]

Thanks for the reply.

Product features like "Email Guard" won't scan e-mails accessed via a web browser, so that feature was not doing you any good anyway. This is true for all security software that I know of. "E-mail scanners" only watch SMTP/POP/IMAP data traffic.

This webpage tends to make one think that all e-mails are scanned (no matter how they come into the computer):

http://www.pctools.com/anti-virus/help/3.6/index.html?Email_Guard

But near the bottom of this page....

http://www.pctools.com/anti-virus/help/3.6/index.html?Configuring_Email_Guard_Settings

...it becomes a bit clearer what the feature is capable of.

Click on Port Settings and click Add New. In the dialog box, enter the IP address of the port. Select the check boxes beside SMTP and POP3 and IMAP4 to indicate whether that protocol for the port is to be included in the scan.

I mention this only to let you know that you are no less secure with that PCTools feature not running.