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Unable to perform a Smart Update

Performance Software: Unable to perform a Smart Update

Symptoms: Unable to complete a Smart update. You are getting smart update failed message.

Causes:

•    There are no updates currently available
•    Our servers are currently busy 
•    Your internet connection speed was too slow to complete the download
•    Security application(s) are blocking PC Tools Performance Software from updating
•    You are not using a direct connection (Registry Mechanic does not support proxy connections)
•    You are not using an Administrator account
•    Infection blocking PC Tools Performance Software from updating
 

Products Affected: Performance Toolkit / Registry Mechanic / Privacy Guardian / File Recover

Troubleshooting:

Step 1: Internet Connection - Internet connection is required to perform a successful Smart Update. Make sure that you are connected to the Internet when attempting to perform a Smart Update.

Step 2:  Firewall and Proxy Server programs

Please be aware that PC Tools Performance Software does not support Proxy connections.  If your computer is connected to the Internet via a proxy server, you will have to temporarily disable it in order to perform a "Smart Update" in the program.

1.  Temporarily disable any Firewall you have running on your system
2.  Temporarily disable any AntiVirus / security softwares you have running
3.  Temporarily disable any Proxy servers you have active on your system  
4.  Add the following processes in to your Firewall’s "Allowed" list

Performance Toolkit
Alert.exe
PgHist.exe
pt.exe
PTMigrate.exe
RegCompScrn.exe
unins000.exe
Update.exe
Upgrade.exe

Registry Mechanic 
Alert.exe
PgHist.exe
RegCompScrn.exe
RegMech.exe
unins000.exe
Update.exe
Upgrade.exe

Privacy Guardian
Alert.exe
PgHist.exe
pg.exe
unins000.exe
Update.exe
Upgrade.exe

File Recover
Alert.exe
FileRecover.exe
unins000.exe
update.exe
upgrade.exe

Step 3: Shut down other security applications

Other Anti-Virus programs: You may need to temporarily disable any other anti-virus program prior to performing Smart Update. These programs can sometime determine the download as a malicious action. Please remember to re-enable your Virus Scanner when Smart Update has completed.

Step 4: Smart update in Safe Mode with Networking

Try performing a Smart Update in Windows Safe mode with Networking to see if the problem persists  by  following the steps below:

  1. Power on your computer and immediately press (before Windows loads) the F8 key repeatedly every 2 seconds. The computer may beep several times, this is normal, continue to press F8 repeatedly.
  2. If you see the normal Windows Logo appear then you pressed F8 too late, power off the computer and start again. Continue until you see white text titled ’Windows Startup Menu’ appears with a list of boot up options.
  3. By using the up and down arrow keys on the keyboard, select ’Safe Mode with Networking’ and press ’Enter’.
  4. Wait while Windows loads and log in to your Windows account if prompted.
  5. Wait and eventually Windows will start in Safe Mode
  6. Run your PC Tools software (e.g. Spyware Doctor, Registry Mechanic) and perform a Smart Update

If the pop-up message does not appear after Smart Update completes in Safe mode with Networking, then a program that you have in normal Windows mode is interfering, try turning these programs off one at a time to see if the pop-up message stops.

If you are unable to complete a Smart Update in safe mode, there are other reasons that may cause the Smart Updates to fail. Follow the steps below to identify the cause of the Smart Update failure.

Step 5. Spyware Infection:

Recently there have been some infections that have been specifically designed to block security software updates such as those used by Spyware Doctor with AntiVirus. To allow our representatives to determine if it is an infection that is causing the update to fail, please follow the steps shown below:

  1. Click on Window Start (or the Windows Logo near the bottom left)
  2. Go to "Run"
  3. In the "Run" window, type in "cmd" and click on "OK".
  4. A black console window should appear. 
  5. Type in "ping su.pctools.com" and hit Enter
  6. Send us a screenshot of the Command window

Note:

If smart update was failed due to the first 3 causes, there is nothing wrong with your computer or your PC Tools product. In most cases performing another Smart Update will result in a successful download and prevent the pop-up message from appearing again. If you continue to receive this pop-up message after multiple Smart Updates, there may be an application or process preventing the updates from being downloaded and installed correctly.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Labels: PC Tools KB