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Knowledge Base support case for AllWebMenus,  abstracted and stripped of all user’s private info.

Initial Email From: Bill
Initial Email Subject: program won't start up
Support Case Month: December 2012

I get a message that runtime error 339 and the program won't start up.

Is it expired, does it need an update?

Thanks,
Bill

Reply From: Likno Customer Support

Hello Bill,

This is really strange, can you please tell us which "component" shows this problem? Or send us a screenshot to see what it says?

Also, which antivirus/antimalware are you using?

Thank you and sorry for the problem, we need to figure out what is happening. 

Best Regards,
Aris Filokostas
Likno Customer Support
www.likno.com
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Reply From: Bill

Looks like I just had to install an update and use the new activation code so it appears to be working again.

Thanks

Knowledge Base support case for Likno Web Modal Windows Builder, abstracted and stripped of all user’s private info.

Initial Email From: Erik
Initial Email Subject: installing problems modal window builder
Support Case Month: April 2012

Hi,

I just tried to install the Modal Windows Builder 3x, but it gives an alert:

file registration failed, the installation will be cancelled.

Now I have also un unregistered previous version suddenly.

Could you help met out please?

regards,

Erik

Reply From: Likno Customer Support

Dear Erik,

This is very weird and suggests that either some files were locked or you do not have write rights in this PC.

I suggest that you make a new installation attempt, but first make sure that nothing will be blocking it. Specifically you should:

1) Restart windows to make sure that no files are still locked by a windows process.

2) Make sure that no other applications are running, preferably even turn off the antivirus.

3) Make sure that the old installation is removed, manually deleting any remaining files under “C:\Program Files (x86)\Likno Web Modal Windows Builder”.

4) Install the application again.

5) If you still get an error, try running the installer “as Administrator”.

Regards,
Kostas
Likno Customer Support
www.likno.com
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Knowledge Base support case for AllWebMenus, abstracted and stripped of all user’s private info.

Initial Email From: Stuart
Initial Email Subject: Update program
Support Case Month: September 2012

I am trying to update my AllTheWebMenus 5 PRO, but for the first time ever Trend Micro is stopping and deleting the downloaded program before it can install. Is there anyway that the update could have been hacked and corrupted? Or is it a case of Trend being to cautious? Should I just close Trend until installed. This has never been a problem before.

Thanks, Stuart

Reply From: Likno Customer Support

Dear Stuart,

If you downloaded the update from our site, then this is definitely a false-positive.

We test our installers with several antivirus applications before uploading them to our servers and we even submit them to some antivirus companies (such as Symantec) for further validation.

Although this is pretty rare, we did have cases in the past were some antivirus products mistakenly produced an alert for our products, usually due to the anti-crack protection that we use and they confuse with malicious code.

You can also see the scan of our latest update with VirusTotal which scans with the most popular antivirus engines:

https://www.virustotal.com/file/03f16982d13560cc1b2f349017998db3a5d221ff8c4ccd77807db45b56b6e560
/analysis/

The solution for this is to add AllWebMenus to the white-list of Trend Micro, or temporarily disable it during the AllWebMenus installation.

Regards,
Kostas
Likno Customer Support
www.likno.com
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Reply From: Stuart

Thanks

I disabled Trend to install it.  I think it is something in the new Trend 2013 version.
Anyway, it is now installed.

Thanks
Stuart

Reply From: Likno Customer Support

Dear Stuart,

Thank you for your feedback. We will contact “Trend Micro” to see if this can be corrected on their side by adding a rule in their database.

Let me know if you run into any more problems.

Regards,
Kostas
Likno Customer Support
www.likno.com
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Knowledge Base support case for AllWebMenus, abstracted and stripped of all user’s private info.

Initial Email From: Mike
Initial Email Subject: W32.Malware.Gen
Support Case Month: September 2012

Webroot SecureAnywhere is identifying w32.malware.gen in

c:\\users\\mike\\appdata\\local\\microsoft\\windows\\temporary internet files\\content.ie5\\11p2l6x8\\allwebmenussetup.exe

after I did an update
Suggestions?
Thanks
Mike

Reply From: Likno Customer Support

Dear Mike,

If you downloaded the update from our site, then this is definitely a false-positive.

We test our installers with several antivirus applications before uploading them to our servers and we even submit them to some antivirus companies (such as Symantec) for further validation.

Although this is pretty rare, we did have cases in the past were some antivirus products mistakenly produced an alert for our products, usually due to the anti-crack protection that we use and they confuse with malicious code.

You can also see the scan of our latest update with virustotal which scans with the most popular antivirus engines:

https://www.virustotal.com/file/03f16982d13560cc1b2f349017998db3a5d221ff8c4ccd77807db45b56b6e560
/analysis/

The solution for this is to add AllWebMenus to the white-list of SecureAnywhere, or temporarily disable it during the AllWebMenus installation.

Best Regards,
Kostas
Likno Customer Support
www.likno.com
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Reply From: Mike

That's what I suspected.

Thanks - have already followed your suggestions.

Mike

Knowledge Base support case for AllWebMenus, Likno Drop-Down Menu Trees, Likno Web Accordion Builder, Likno Web Modal Windows Builder, Likno Web Scroller Builder, Likno Web Tabs Builder, Likno Web Tooltips Builder, abstracted and stripped of all user’s private info.

Initial Email From: Brian
Initial Email Subject: This web page has been blocked by BitDefender Antivirus
Support Case Month: October 2012

Hi, I have been a user for many years (and have also had Bit Defender for many years) and have never run into this issue when trying to download the latest version.

Is there a virus issue with the latest version? If you are sure there is not how can I download it?

BitDefender 2011

This web page has been blocked by BitDefender Antivirus Real-time Protection!

The web page blocked by BitDefender included objects that were either infected or likely to be infected with a virus. Your system has NOT been infected.

Reply From: Likno Customer Support

Hello,

This is definitely a false-positive as we always double-check our products with multiple antivirus products and we also submit them online to some of the most known companies (such as Symantec), so I can assure you that our files are clean. It has happened in the past however (although rarely) that an antivirus (especially free ones) has produced an alert on their heuristics scan. Note that this is not when the antivirus claims it found a virus, but when it claims that the file is “suspicious” and *may* have a virus. This is usually due to the anti-crack software we use to stop software piracy, as it is sometimes hard even for the antivirus to scan through our code.

In any case, I again assure you that our files are 100% safe. You can also check the latest online scan in virus total here:

https://www.virustotal.com/file
/e51f833947ca6106b30466feb78f1b09eee28c81ed2abd50de72f01e1d0d3650/analysis/1349250522/

The solution in this case is to either add the installer into your antivirus “white-list”, or to temporarily disable your antivirus during the AllWebMenus installation.

Let me know if you run into any more problems.

Regards,
Kostas
Likno Customer Support
www.likno.com
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Reply From: Likno Customer Support

Dear Brian,

I just downloaded BitDefender 2013 in order to test it and see what the problem is. I found that only when clicking on the first mirror download I get this message (everything else works fine):

If this is also what you get, then you can simply go around it by selecting the “take me there anyway” link. You can also click on the “+” button (top-left) in order to do a detailed search which shows that the page is indeed trusted!  (I really do not understand why they block our page then…)

Anyway, this is mostly to let you know that we are looking into this issue with more detail and are still trying to contact BitDefender (but they do not respond) regarding their bug.

We will let you know as soon as we have a definite answer from them.

Regards,
Kostas
Likno Customer Support
www.likno.com
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Reply From: Brian

Thank you for following up on this.
I was able to download through the bottom mirror site.
Keep up the great work and support!
Brian