If you are experiencing problems updating the AntiVirus or AntiSpyware in ZoneAlarm and are seeing an "Unable To Connect" or "Could Not Establish A Connection To The Server" error message, these error messages indicate that ZoneAlarm is not able to connect to the update servers at all.

NOTE: If you are seeing an error message which states "Download Error", please see here:
http://www.zonealarm.com.au/main/kb_display.asp?KBID=11433


Please uninstall any other equivalent products to ZoneAlarm such as other Firewalls and AntiVirus programs (assuming the version of ZoneAlarm you purchased has AntiVirus protection), in order to ensure there are no conflicts with ZoneAlarm. Failing to do so can result in problems with your computer and ZoneAlarm.

To ensure ZoneAlarm is in good working order, we recommend that you download the latest ZoneAlarm setup file (if you do not already have it) and uninstall your current ZoneAlarm installation using the "cpes_clean.exe" uninstall tool below and reinstall ZoneAlarm again afterwards.

First, download and "save" the latest ZoneAlarm installation file (if you don't already have it):
http://www.zonealarm.com.au/main/updates.htm

Also download and "save" the following ZoneAlarm full removal tool:
http://download.zonealarm.com/bin/free/support/cpes_clean.exe

Once both files have finished downloading, find and double click the "cpes_clean.exe" tool you saved to your computer and follow the prompts to remove ZoneAlarm from your computer. Please ignore any error messages when running the tool, as the tool will complete the removal process automatically after the computer is restarted. If you are using Windows Vista, you will see a Windows permission prompt after restarting the computer relating to the CheckPoint ZoneAlarm removal tool. Please click "Allow" to complete the removal process.

Next, please locate the ZoneAlarm installation file you downloaded and saved to your computer and begin the installation by double clicking the ZoneAlarm installation file and following the prompts.

After the computer has restarted, please locate the ZoneAlarm installation file you downloaded and saved to your computer and begin the installation by double clicking the ZoneAlarm installation file and following the prompts.

We recommend you accept the "default" recommendations while proceeding through the setup options to ensure that ZoneAlarm is configured correctly.

When the initial setup is complete, ZoneAlarm will ask to restart your computer. Please click "Restart Computer" to continue.

COPY and PASTE your license key into the license key area of the ZoneAlarm Evaluation window and click "Authorize Key". Your license key would have been emailed to you at your time of purchase.
Please do NOT attempt to type in the key. Due to the length and complexity of the alphanumeric key, mistakes can be made very easily.

We recommend you choose the "Internet Zone" on the "New Network Found" setup window. However, if you are on a private network with other trusted computers and wish to share files, printers or other resources, you may wish to choose the "Trusted Zone."
PLEASE NOTE: More information regarding networking is available in the ZoneAlarm Help file.

The installation is complete.

Open ZoneAlarm and go to AntiVirus/AntiSpyware and click Update Now. If the update completes successfully you do not need to continue with the rest of the instructions below.


PROXY CHECK:
Some Internet providers such as TPG use proxies to connect to websites. If you are required to use a proxy server, ZoneAlarm will need to be configured to use it as well.

To check if you are using a proxy server please open Internet Explorer, go to the Tools menu, choose Internet Options and then the Connections tab.

If You Use Dialup:
If you use dial-up, a dialup connection will be displayed in the "Dial-up and Virtual Private Network settings" area. Please select the dial-up connection and click the Settings button.
If a proxy server is being used, the "Proxy Server" section will contain a tick and there will be settings shown in the Address and Port areas. Please take a note of these settings.

If You Use Broadband or Are On a Network:
If you use Broadband or are on a network, please click the LAN Settings button.
If a proxy server is being used, the "Proxy Server" section will contain a tick and there will be settings shown in the Address and Port areas. Please take a note of these settings.

IF, and only if, you are using a proxy, please configure ZoneAlarm to the Proxy Server as well. Open ZoneAlarm and go to Overview and then Preferences and click the Options button. Under Proxy Configuration tick the "Enable Proxy Server" option and enter in the Proxy Server and Port information. When done, click the OK button and close the ZoneAlarm window.

Open ZoneAlarm and go to AntiVirus/AntiSpyware and click Update Now. If the update completes successfully you do not need to continue with the rest of the instructions below.


UPDATE SERVERS:
The ZoneAlarm AntiVirus and/or AntiSpyware update servers may also need to be added as trusted within ZoneAlarm as per the steps below:

1. Open ZoneAlarm.
2. Click Firewall on the left.
3. Click Zones.
4. Click Add -> Host/Site.
5. Enter: avu.zonelabs.com in the Host name field.
6. For Description enter: AVUpdate.
7. Click Lookup, then click OK.
8. Repeat this for upd.zonelabs.com and kav.zonelabs.com
9. Click Apply to the lower right.
10. Restart your computer to ensure that these changes take effect.

Open ZoneAlarm and go to AntiVirus/AntiSpyware and click Update Now. If the update completes successfully you do not need to continue with the rest of the instructions below.


MALWARE:
Some malicious software is known to prevent ZoneAlarm from updating correctly. To ensure your computer is not infected, please do the following:

Please restart your computer in “Safe Mode with Networking” and scan for Viruses and Spyware. This can be accomplished by pressing F8 as the computer starts up (BEFORE the first Windows screen with the black background) and then Select Safe Mode with Networking. If you have trouble restarting in safe mode please use this alternate method:
* While in Normal mode, Close all programs.
* Click Start, Run and type MSCONFIG in the box and click OK
* In the System Configuration Utility, choose the BOOT.INI tab up the top and tick the "/SAFEBOOT" option AND also "NETWORK" in the Boot Options section.
* Now click the OK button. After pressing the button you will be presented with an option to Restart or Exit Without Restart. Please choose the Restart option and the computer will now boot up into Safe Mode.

Once in Safe Mode, please go to the Windows START menu, Programs, ZoneAlarm and click "ZoneAlarm Security" to start ZoneAlarm. ZoneAlarm could take around 20 seconds or so to start but when it is ready the main ZoneAlarm window should open.

First, go to AntiVirus/AntiSpyware on the left and click the Advanced Options button down the bottom. Next select Scan Options from the menu and change the Set Scanning Priority to High. Click ok and then close the main ZoneAlarm Window. Once back at the main ZoneAlarm Window click "Scan for Viruses/Spyware" and allow ZoneAlarm to remove or quarantine any malicious software.

When you are finished in Safe mode you will need to start the computer in normal Windows mode. If you did not use the MSCONFIG program to enter Safe Mode then just restart your computer in the normal manner.
IF and ONLY IF you used the MSCONFIG program to enter Safe Mode, please run it again and uncheck the "/SAFEBOOT" option on the BOOT.INI tab and click OK choose the option to restart your computer.

***Please Note: when you restart your computer you may see a prompt from the Windows System Configuration Utility. Please tick the box for "Don't show this message or launch the System Configuration Utility when Windows start:" and then click OK.

We also recommend you try using the Microsoft Windows Malicious Software Removal Tool:
To use this tool is to go to the Windows START menu and choose Run (or just use "Search" in Vista) and copy and paste in the following:
mrt.exe /F:Y

You may also wish to consider trying either MalwareBytes Anti-Malware or Super AntiSpyware. Both programs operate as fully functional free trials and should work well alongside ZoneAlarm.
MalwareBytes Anti-Malware (www.malwarebytes.org) direct download link:
ftp://majorgeeks.mirror.internode.on.net/spyware/mbam-setup-1.46.exe
Super AntiSpyware:
http://www.superantispyware.com
* Please update these programs before scanning for malicious software.


If you are still unable to update the AntiVirus or AntiSpyware in ZoneAlarm, there may be a problem with the your internet connection or Windows which is preventing ZoneAlarm from operating correctly and you may need to organise for a computer technician to examine your computer.