[SOLVED] [04262137] Panda Internet Protection 2015 - Uninstalling Problem (and some more)

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destur
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[SOLVED] [04262137] Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by destur » Wed, 06 Jan 2016, 11:18

Hi,

I've been using Panda almost a year now and had succesfucly uninstalled (and later installed) "internet security 2015" before.

I'm using Windows 10 now and bought "Panda Global Protection 2016". I tried directly installing it but came across with a notice saying that i must uninstall "internet security 2015" first.

Tried to uninstall the program from Control Panel, did not work, later with "Panda Uninstaller" did also not work. "Internet Security 2015" was not uninstalled but was also not operational, which put me i an awkward position. I also tried to install "Internet Protection 2015", at least i would have an operational virus program, but could not, since i had still "Internet Protection 2015" installed!!!

I checked your web site and filled the form, explaining everything and attaching the report which i had from "Panda Uninstaller". I waited several days but had no response.

Upon all of that i began to have internet connection problems, with the notice "One or more network protocols are missing on this computer".

Yesterday, thinking maybe you guys did not receive the form i sent, i tried to send another one. This time when i clicked "Send" i encountered with "Your page was not found". I tried this several times but always had the same result. But at the same time i was receiving your advertisement at the right bottom of my screen saying that your products are on 50% sale.

I finally came with the idea of bugging your Twitter account from which i was directed to this forum.

I hope that you guys here can be a help and solve my problem asap.

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Re: Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by VirusBuster » Wed, 06 Jan 2016, 11:32

Did you upgrade to Windows 10 from another Windows version or is it a clean Windows 10 installation?
Is this the uninstaller you tried? http://www.pandasecurity.com/resources/ ... taller.exe
destur wrote:"Internet Security 2015" was not uninstalled but was also not operationa
What do you mean by this? Can you please elaborate?

We will need a PCOPInfo in order to study the case
Regards,

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Jorge Torre
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destur
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Re: Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by destur » Wed, 06 Jan 2016, 11:55

I upgraded from Windows 8.1 to Windows 10.

Yes that's the uninstaller i used.

I mean installed; "Internet Security 2015" looks like installed, when i open Control Panel and go to uninstall programs you can see that the program still is there. And i always get the warning "uninstall internet security 2015" when i want to install GP 2016.
And i mean not operational; i cant find it on the Taskbar (right bottom) and also when i open Task Manager, your program is not on the Processes list.

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Re: Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by VirusBuster » Wed, 06 Jan 2016, 13:06

destur wrote:when i open Control Panel and go to uninstall programs you can see that the program still is there
If you try to uninstall it from there? Do you get any error?
Or does it say that has already been uninstalled and asks to remove from the list?
VirusBuster wrote:We will need a PCOPInfo in order to study the case
Regards,

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Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them

destur
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Re: Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by destur » Wed, 06 Jan 2016, 13:20

When i try to uninstall from the Control Panel it starts the "Panda Internet Security 2015 uninstallation" program which is Panda's own program. Later it says

"An error occured during the processes and Panda Internet Security 2015 could not be uninstalled

The error details have been saved to this files: ... "

I cant upload the file here since its bigger than 1MB

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Re: Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by VirusBuster » Wed, 06 Jan 2016, 13:48

Can you upload it to any online storage server such as MediaFire, MEGA, WeTransfer, Dropbox... and provide us the download link?
Regards,

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Jorge Torre
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destur
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Re: Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by destur » Wed, 06 Jan 2016, 16:10

..
Last edited by destur on Thu, 07 Jan 2016, 11:35, edited 1 time in total.

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Re: Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by VirusBuster » Wed, 06 Jan 2016, 16:58

I see some errors uninstalling a firewall component, but I will still need the PCOPInfo
Regards,

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Jorge Torre
TechSupport Department - Panda Security

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destur
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Re: Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by destur » Thu, 07 Jan 2016, 00:00

..
Last edited by destur on Thu, 07 Jan 2016, 12:54, edited 1 time in total.

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Re: Panda Internet Protection 2015 - Uninstalling Problem (and some more)

Post by VirusBuster » Thu, 07 Jan 2016, 12:10

We have created the case 04262137 for this issue
I will send you a PM in a few minutes
Regards,

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Jorge Torre
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