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Paul_B
Posts: 4,479
Registered: ‎18-03-2010

Virgin Media Internet Security FAQ

[ Edited ]

Virgin Media Internet Security FAQ
Most faults can be fixed via the Virgin Media security diagnostic tool.. This is run from the Start menu> Virgin Media. The first screen of the diagnostic tool will give you a number of options.


Conflict detector:-


Detects and removes programs that may conflict with the security software.


Reset all settings:-


This option will delete all Virgin Media Security configuration changes that you have made, including:

  • Settings from the Preferences page of each service.
  • Settings from General Settings > Preferences.
  • Any custom rules or configuration settings created by you.
  • The security services password. (If you have already created a password then you will have to log into the diagnostic tool.)

 

 

Click on next to bypass these two options and let the diagnostic tool run its checks.


Understanding test results 

 

The tests carried out are in two sections.
Configuration tests and General Network tests.

A check mark tick3.jpg is displayed next to a successful test. If the test fails a cross cross3.jpg is displayed next to the failed test. You can view a short description of the test results by clicking on the tests name. Advice on how to fix the problem may be provided.
When the tests are complete you must click Perform Repairs to get to the repair options.


Repair Options


These should only be run if Virgin Media Security has stopped working properly. We strongly advise that you not perform any repair options unless you have been specifically advised to by the Diagnostic Tool program. Some repair options may need you to restart Windows.


Detect and remove conflicting programs


This repair option lists programs in your computer that cause problems with Virgin Media Security and lets you remove them. You must be logged on to Windows as an administrator to remove conflicting programs.


Register COM


This repair option re-registers the Virgin Media Security Component Object Model (COM) components with Windows.


Reinstall anti-malware


This repair option reinstalls components used by the anti-virus and anti-spyware services, and automatically fixes any installation and update problems.


Reinstall drivers


This repair option reinstalls the Virgin Media Security drivers.


Delete activation files


This repair option deletes the Virgin Media Security activation files. The activation files identify your computer to us. Removing these files will prevent you from running Virgin Media Security, until you enter your activation information. This is your Virgin Media primary email address and password, make sure you've got a copy of these before removing these files.


Reinstall COM+ components


This repair option reinstalls the Virgin Media Security Component Object Model (COM+ ) components that are missing or corrupt.

If the fault continues you might need to consider removing the software and then reinstalling it.

Uninstalling

Windows XP:

  1. From the Virgin Media Security top bar, click File then Exit.
  2. Go to Start and then click Control Panel.
  3. Click Add/Remove Programs.
  4. Select Virgin Media Security then click the Change/Remove button.


Windows Vista/ 7:

  1. From the Virgin Media Security top bar, click File then Exit.
  2. Go to Start and then click Control Panel.
  3. Click Programs then Programs and Features.
  4. Select Virgin Media Security in the list and click Change/Uninstall.
  5. When the User Account Control dialog box appears, click Continue.


Follow the on screen instructions and restart the computer when prompted.

To reinstall run the “virgin media service manager” from the Start menu > Virgin Media. Choosing to install the security software again following the on screen prompts.

If the removal is unsuccessful please proceed with the following.

  1. Click here to download the RpsUU.exe file (for Virgin Media Security 10 use this file UserCommunity-Uu-RpsUU.exe) Save the file somewhere that is easy to access on your machine such as the ‘Desktop’ or ‘My Documents’ folder.
  2. Double click the file to run it.
  3. Click Yes to confirm that you want to uninstall.
  4. Restart the computer when prompted.


To reinstall run the “virgin media service manager” from the Start menu > Virgin Media. Choosing to install the security software again following the on screen prompts.

If the fault continues after removal with the RpsUU.exe file then please proceed to this next step. We shall now uninstall the VM hub software as well as the security software.

1. Run the RspUU.exe file again (for Virgin Media Security 10 use this file UserCommunity-Uu-RpsUU.exe) if it installed with out failing and needs removed again.
2. Click here  to download the SpdUU.exe file (for Virgin Media Security 10 use Spduu-4.1.15.exe). Save the file somewhere that is easy to access on your machine such as the ‘Desktop’ or ‘My Documents’ folder.
3. Double click the file to run it.
4. Click Yes to confirm that you want to uninstall.
5. Restart the computer when prompted.

You will now have to reinstall the software via our home page. Log into My VM and choose the security App. You can then download and install again.


 

Regards.


Paul Buchanan
Help & Support Forum Team


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