Error messages for installation

A file needed to install the software is not available. Please click the installation URL to begin the installation process again.

When you click the installation URL to download the installation file, a cookie is created. The cookie expires after 24 hours. If you save the installation file and then try to install it after 24 hours have passed, or delete the cookie, you must download the file and begin the installation process again.

Installation cannot proceed because you have selected not to accept a vital agent component....

The full text of the error message is Installation cannot proceed because you have selected not to accept a vital agent component, you don’t have administrative rights to your machine, or other issues occurred. This error message can be caused by several different problems:
  • The security level of the browser is too high. Set the browser’s security level to Medium or Medium-high.
  • The user doesn’t have administrator rights. Users must have administrator rights to install protection on client computers. If they do not, the administrator needs to install the standalone installation agent.
  • A registry file is missing. The system file Regedit.exe might be missing. Search for that file in the client computer’s \Windows folder. If the file is missing, replace it by using the original Windows install media or copy it from another computer that is running the same operating system.
  • The browser cache is full. Empty the Internet Explorer cache:
    version 6.0
    1. Open the Internet Properties dialog box, then either:
      • Right-click the Internet Explorer icon on the desktop and select Properties.
      • From Windows Control Panel, open Internet Options.
    2. Under Temporary Internet Files, click Delete Files.
    3. Select Delete all offline content, then click OK. An hourglass appears while the files are being deleted.
    4. Under Temporary Internet Files, click Settings, then click View Files.
    5. Select Edit | Select All.
    6. Select File | Delete. It might take a while for all the files to be deleted. When the deletions are complete, you are returned to the Internet Properties dialog box.
    7. Click OK.
    version 7.0
    1. Open the Internet Properties dialog box, then either:
      • Right-click the Internet Explorer icon on the desktop and select Properties.
      • From Windows Control Panel, open Internet Options.
    2. Under Browsing history, click Delete.
    3. Under Temporary Internet Files, click Delete files.

Installation Declined.

This message can appear after a failed installation or uninstallation of Total Protection Service. It indicates that leftover product files need to be removed from the client computer. Remove these components by downloading and running the MVSUninstall cleanup utility on the computer where you need to install, or ask the administrator for assistance. This utility is available on the Utilities page of the SecurityCenter.

Installation Denied.

Common causes and solutions:
  • When you begin the installation, Internet Explorer displays a dialog box asking you to verify that you want to install Total Protection Service. You must click Yes.
  • Users must have administrator rights to install protection services on client computers.
  • Check to be sure the system drive has enough free space. When installing multiple types of protection, a maximum of 50 MB might be required.
  • The Windows system file Regedit.exe must be present in the Windows directory. If it is missing, replace it by using the original Windows install media or copy it from another computer that is running the same operating system.

Invalid Entitlement Error.

The installation URL in your email message might have been truncated or badly formatted. Make sure that you are using the entire URL with no spaces, and that the company key at the end of the URL is complete. (The company key is the value after the characters CK=.) You might need to paste the URL into your web browser if you cannot select it from your email message.

This error can also indicate that the trial evaluation period or subscription has expired, or that you are attempting to install protection on more computers than licenses have been purchased for. Check the SecurityCenter for information about the status of your subscriptions and licenses, or ask the administrator for assistance.

MyASUtil.SecureObjectFactory error message.

The SecureObjectFactory Class program might have become corrupted. To verify this, check the status of the SecureObjectFactory Class program file.
  1. Launch Internet Explorer.
  2. From the Tools menu, select Internet Options.
  3. In the Temporary Internet Files section of the dialog box, click Settings to display the Settings dialog box.
  4. Click View Objects to open the Downloaded Program Files folder.
  5. Find the entry for SecureObjectFactory Class. Make note of the information in the Status and Creation Date columns:
    • If the status and dates are listed as Unknown, delete the SecureObjectFactory Class program file. Uninstall and reinstall Total Protection Service to reload the file.
    • If the status is listed as Installed, with valid dates, the file is not damaged.
    • If there is another comment in the Status column, contact your administrator or product support with that information.
    Note: If you do not see a Status column, set your view options to Details.

MyINX Error.

The installer has detected other virus protection software on the computer, which you must uninstall.
  1. From the Windows Control Panel, open Add/Remove Programs.
  2. In the list of programs, locate any virus protection software (other than Total Protection Service), then click Remove.
  3. Begin the installation process again.

If you have uninstalled Total Protection Service and still receive this error, some components might be installed but not visible, because the installation was only partially completed. Remove these components by downloading and running the MVSUninstall cleanup utility on the computer where you need to install, or ask the administrator for assistance. This utility is available on the Utilities page of the SecurityCenter.

Unable to create Cab Installer Object.

One possible cause is that the service MyAgtSvc.exe is no longer running on the computer. You must manually restart it.
  1. Select Start | Run.
  2. Type the path to MyAgtSvc.exe (you can use Browse to locate the file) and add the option /start. For example: C:\winnt\mycio\agent\myagtsvc.exe /start
  3. Click OK.

If that does not solve the problem, contact your administrator or product support.

Note: This is a Microsoft Internet Explorer error, and might require installing a Microsoft patch.