Forums & Knowledge Base/Support/Known Issues & Announcements

Read this first - Known Issues and Updates

Maya Shoval
posted this on October 06, 2011 10:54 PM

*** Updated: April 23.

 

New: Changes to our mobile offerings - please read our FAQ regarding android and iOS support. 

To setup your Soluto Business account, follow our how-to guide (download PDF here).

Check out our FAQs regarding Remote Access, the Chat feature. mobile devices and Windows Server support. 

BSoD detection: Soluto now alerts you when a Blue Screen of Death (BSoD) took place on one of your PCs. Click to learn more. 

 bsod1.png

--> If you run into any problems while running Soluto, or while registering the PC online, please check our Support troubleshooting guides or submit a ticket and include the log files, as described in the following how-to article

  • Windows Server support - server support currently entails remote access to the machines, plus hardware and protection overviews. There is no boot information, and no tray icon. In addition, servers are considered "My device" and cannot be moved to the "People I Help" section.
  • Mobile login currently does not support special characters in the password field. 
  • Soluto might detect on Windows 8.1 Windows Update is disabled and the downwards arrow is disabled. 
  • Deleting old installation / "dead" invites - we currently have an issue where you might not be able to delete PC icons ("needs download"/"receiving data") from your dashboard. 
  • If you're using the F8 key and want to disable Soluto's F8 keyboard shortcut, please right click Soluto's tray icon --> Advanced --> un-tick "Enable Quick Question shortcut F8". You can still use the Quick Question option by right clicking Soluto's tray icon --> "Quick Question".
  • You can learn more about the new Quick Question feature in our Quick Question FAQ. Don't see the Quick Question (F8) feature? follow this guide to register with Soluto.
  • If your PC is not available online, and the local installation has gone through, please try to refresh the page, or reboot the machine. If the issue persists, please open a support request and include the local data (see how-to guide
  • Using LastPass? please disable LastPass' automatic log in on Soluto's website as it could cause problems login in. 
  • Using IE10/IE11 and seeing an empty Soluto when you log in? Please check the "Manage Add-ons" tab to make sure there are no strict privacy options under "Tracking Protection":
    IE10.PNG 
  • Protection: at the moment only Windows firewall is supported (meaning, you might have a 3rd party firewall installed and Soluto won't recognize it).
  • Protection: We're aware of issues with Windows Updates on Server machines as well as Windows clients. WU might also show as disabled for Windows 8.1 users. 
  • Clicking "My PC Just Frustrated Me" in Soluto's agent currently does not report the frustration to the website. 
  • Laptop detection currently depends on battery installed. If you've installed Soluto without the battery, it will be detected as Desktop, and vice versa.
  • OS detection (upgrade to Windows 8): we currently have an issue where in some cases Soluto would still show the operating system as Windows 7 even though the PC has been upgraded to Windows 8. 
  • Hardware: If you changed the physical RAM or replaced the CPU it will take a few days for the new data to be updated online.
  • Hardware: If you replaced your display card, we might still show the old one. 
  • Apps: OneDrive (formerly SkyDrive) and Adobe Reader versions have not been updated in a while. We're working to fix that.  
  • Avatars (user icons): avatar changes to supportee's might not stay and revert back to defaults. 
"PC info is on it's way" - Please note it could take a little while for Soluto's client to sync with the servers. Please make sure the supported PC is connected to the internet and has not been shut-down immediately after installing Soluto. The sync process should not take more than 15 minutes, with the Background Apps available after reboot. 
 
If you have any questions or comments, you can post them in these forums, or contact us via email at support@soluto.com

 

Latest version: 

Latest client version: 1.3.1494.0  (release date: 19/11/13).

Windows 8 latest client version: 1.3.1497.1 (release date: 08/12/13).

Installer version: 1.3.1498.0 (release date: 08/01/2014). 

Click to learn how to update Soluto
 

Comments

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Nadav

When inviting friends who had soluto installed, the process after they have uninstalled  the software was difficult.  The first few times trying to reinstall soluto ended up with "keep" being pressed, but then nothing happened.  The invitee had to reboot twice and then start again to get soluto installer to kick into action.

It took quite some time for me to see that the users have authorized me as their support person.  Even after they have installed and the applications were discovered by soluto.  

The Soluto home screen on the supported machines, shows the three key features, but the bottom left takes time to show up (perhaps on slow computer).

December 02, 2011 02:32 PM
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Maya Shoval
Soluto Support

Hi Nadav, thank you for reporting this issue. Would you be able to upload or send us the log files from the supported PC to understand what happened? I'm assuming Windows XP, if not let me know:

C:\Documents and Settings\All Users\Application Data\Soluto\Logs\

The folders might be hidden, if you're unable to locate please enable hidden files:  Open My Computer, go to Tools - Folder Options - View - select "Show hidden files and folders".

Thank you for taking part in the alpha, 
Maya 

December 04, 2011 10:43 AM
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Jennifer R Chewoian

ok just saw this. I left a message about my antivirus not being recognized - thanks. :)

December 07, 2011 03:04 AM
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Katuyci

Good work guys!

I've updated to the last version (1.3.116) yesterday and I'm happy to find out that several problems that I've reported here and some that I was going to post seems to be resolved.

:)

December 13, 2011 12:59 PM
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Maya Shoval
Soluto Support

Thanks Katuyci! 

We're going to publish more fixes later on today, so stay tuned :)

December 13, 2011 01:20 PM
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hyshai

I'm getting "No Antivirus" even though MSE is installed

December 13, 2011 05:15 PM
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Katuyci

Now I know what you meant, Maya! ;)

December 13, 2011 05:32 PM
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Maya Shoval
Soluto Support

@hyshai - can you upload a screenshot of the About window for MSE and let us know if it's in a language other than English. 

Thanks!

December 13, 2011 05:33 PM
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hyshai

It's in english

December 13, 2011 07:00 PM
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hyshai

hmmm and now it's showing up that I have it installed, weird.

December 13, 2011 07:02 PM
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WStonestreet

FYI, the client failed to detect my antivirus, Vipre Enterprise, by GFI.

http://www.vipreantivirus.com/ 

December 13, 2011 07:14 PM
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Maya Shoval
Soluto Support

@Wsteonestreet - we'd like to get the local database to find the root cause, please upload the file (as instructed in this how-to guide) to a private ticket I created for us: #13436.

Thanks a bunch

Maya

December 13, 2011 07:51 PM
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John Holle

I also have the No Antivirus status. I am running Kaspersky PURE.

December 13, 2011 10:30 PM
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Rick MacElwain

I have the 'No Antivirus' and am running 'Microsoft Forefront Client Security'.

December 13, 2011 11:19 PM
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Mischa Frank

I am also getting the "No Antivirus" message on a PC that has Panda Antivirus Pro 2012 installed (German version).

December 14, 2011 02:09 AM
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Allen Howard

Mine shows that comodo anti-virus is installed(which it is), but it doesn't show anything about firewall, comodo is also the firewall in this instance, when i click turn on, it turns on windows firewall.

December 14, 2011 02:10 AM
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Maya Shoval
Soluto Support

Thank you guys, we hope to get this issue resolved tomorrow. Appreciate your patience with us :)

December 14, 2011 02:31 AM
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Harald Ole Hansen

I got Error #72160 trying to install Soluto, uninstalling the old version (...199) help. 

Why do you have problems with Maxthon? Is it all versions? It has problems with MX3 and WebKit but not with MX3 and Trident.

To be honest, "Good apps to install" is to take it a bit far, except for Skype and TeamViewer most is just junk :(

But in the end, I love Soluto, it's a great program and I am waiting to see Soluto will be in the end. Keep up the good work :)

December 14, 2011 03:22 AM
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Lars Rohrbach

FYI, I have Norton Security Suite installed and running, but Soluto is reporting "No antivirus installed".

December 14, 2011 09:30 AM
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Maya Shoval
Soluto Support

@Harald - please try to uninstall the old version first, and add your PC again, as the invitation timeout probably already expired. If you're still having problems,  please hit "Submit a Request" at the top nav-bar and send us the logs as instructed in the following how-to guide (only logs).

Maya

December 14, 2011 11:19 AM
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Yehuda Deutsch

hey, the apps list contains open-office while many use libre-office.

December 14, 2011 06:25 PM
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Tiberiu Chibici

I'm using Avira Antivirus, and it also displays that there is no antivirus.

January 10, 2012 10:53 PM
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Carl Nelson

now it says "*** Updated: Jan 8th" but i can't seem to tell what changed, the 3 asterisks don't appear anywhere else to help? can you better show new updates or changes to this page? perhaps separate them, make a new article, or do something like my example  below?

**** Updated: Jan 14th

blah blah blah CHANGES/FIXED/NEW:

+fixed blah issue****

January 10, 2012 11:02 PM
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Maya Shoval
Soluto Support

Hi Carl, there's a "What's new?" link at the bottom of the Known Issues list. Please note that the Known Issues list updates more frequently than the What's new list. 

January 11, 2012 03:30 PM
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Rob Allen

Hello. I am getting error #72430 trying to install Soluto on Win7 Ultimate x64. I selected "Run as Administrator" when attempting. The failure occurs during the download step. 

January 20, 2012 05:27 PM
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Maya Shoval
Soluto Support

Rob - please send us your installation logs to support@soluto.com

https://support.soluto.com/entries/20260842

January 20, 2012 05:57 PM
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Rob Allen

@Maya, I think my office's settings don't allow a connection on the port you are using to download the rest of the app. Install completed correctly from home. 

January 21, 2012 06:35 PM
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Maya Shoval
Soluto Support

Thank you for the update Rob.

January 21, 2012 08:02 PM
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Paulo Vitor Airaghi

HI, Maya!

I'm using Symantec's Norton Internet Security 2011 (PT-BR), but Soluto don't recognize it.

Anyway, Soluto is a great app!

January 25, 2012 02:13 PM
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Maya Shoval
Soluto Support

@Paulo - thank you for reporting this. Please send us your local database (click the link for a how-to guide) so we can update the PR version of NIS 2011. Thanks!

January 25, 2012 03:22 PM
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Mischa Frank

That is a great update! I really love the added hdd features. However I don't understand how this adds up: http://i.imgur.com/2XWDD.png

Also on one of the PCs I am supporting, Panda Antivirus 2012 still isn't recognized as an anti virus software.

January 26, 2012 10:13 PM
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Administrator

Everything seems to be wporking, accept that it never gets through to report the first boot. I can see all the data, and even change some basic settings, but the startup part (which is the whole reaosn i use this) just never gets reported.

 

I have uninstalled and re-installed the .net thing, but it just never reports back abouyt the boot programs.

And why can't i use it locally, why do i HAVE to use the web interface?

January 26, 2012 10:51 PM
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Maya Shoval
Soluto Support

@Mischa - please send us your local database to investigate the Panda Antivirus issue (click the "Submit a request" button on the top nav bar). 

@Administrator - it doesn't seem like things are working properly on your PC (as the desktop agent still functions as the old version did). Please contact us as well, and include your logs and database. 

January 29, 2012 10:19 AM
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Alan Sholto

I keep getting "Once the PC reboots, you can  decide which apps run automatically in boot"

I have already rebooted. Any ideas?

February 06, 2012 12:14 PM
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Maya Shoval
Soluto Support

@Alan - I answered your post here.

February 06, 2012 12:19 PM
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thomas15v

How to update? I get the message "thomas15v is already helping with your PC. Click OK for more details.".

February 06, 2012 08:19 PM
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Maya Shoval
Soluto Support

@Thomas - we're updating Soluto in the background, so you don't need to re-install (I also checked your account, and all 3 PCs run the latest version).

February 06, 2012 08:32 PM
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Administrator

Yes Maya, but he is asking a fair question. How about this next time:

TELL us that your program is updating itself in the background & tell us how to check what version we are currently running.

Just sayin'

February 06, 2012 08:44 PM
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Maya Shoval
Soluto Support

The information about updates and how to know which version you're using is listed in our "How to use Soluto" section:

https://support.soluto.com/entries/20261843

When the background updates were in progress there was also a note here, in the Known Issues list (I removed it earlier today).

February 06, 2012 08:47 PM
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thomas15v

Thanks maya! the problem is that it is what unclear what is the new version is. Can that maby be added at the web soluto. 

I also see that my counter is back to 5 PC's. LOL

February 06, 2012 08:59 PM
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Administrator

Great, then we know.

Suggestion - Add a 'Your client has been updated' icon in the admin panel when an update has been made to one of the clients in your list

February 06, 2012 09:16 PM
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Maya Shoval
Soluto Support

Hi guys, latest version is also listed here (along with release date). See above. 

February 07, 2012 10:02 AM
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salman saifi

hi , m salman saifi im install soluto  but how to fix crash in soluto 

March 14, 2012 06:05 AM
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MatanEldan

Hello Salman,

Your message does not state what the question or issue is that you have, could you please elaborate on what we can assist you with?

Thanks,
Matan. 

March 14, 2012 06:36 PM
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Tim Weber

Hi, I sent my father an invitation to install soluto so that I could support him. He downloaded Soluto from the link, he installed it (I've seen on his screen that he has installed it), but when I'm logged on to  soluto.com, it just says that he's neither downloaded nor installed the application.

When he goes to soluto.com, the page claims that his PC "needs installation" ... but Soluto is installed and running (he's on Win Vista, I'm on Win 7).

March 18, 2012 12:11 AM
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Adrian Elman

You state you have disabled the PC readiness monitor by default but have not explained why. I thought the program had become defective. I cannot understand what would make you want to do that as it is such a useful indicator of PC performance?

Also, until this latest update, Soluto's tray icon was always visible in the 'Show hidden icons' section. Now it disappears after booting despite the option to 'Exit after boot' not being checked. What's that all about please?

Finally, when I re-launch Soluto it says New programs found ... Identifying them through Genome (or something like that). Eventually a "Failed to retrieve data" message is displayed. That is not due to my firewall because Soluto is listed as a trusted application and indeed it updates itself without issue so what could be the cause of this please?

March 20, 2012 11:13 AM
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Kori Gilliam

I would like to know the answer to Adrian Elman's question.

May 13, 2012 01:38 AM
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Adrian Elman

[quote]The PC Readiness Monitor (folded corner showing how much time is left for the boot) has been disabled by default. if you want to use it again please right click Soluto's tray icon --> PC Readiness Monitor --> Show every boot.[/quote]

It is checked to show every boot but it doesn't. :(
A bad boot maybe?

Also, it keeps popping up a message to say that xplorer2 (alternative to Windows Explorer) has crashed which would be very nice if it had, only it hasn't.

May 13, 2012 11:13 AM
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Maya Shoval
Soluto Support

Hi guys, sorry for not replying sooner, missed the comments from March. We've disabled it due to user feedback who found it too intrusive during the boot. We understand some of our users want to see it every time, which is why this option is available. We're also reconsidering the change and monitoring user feedback.

@Adrian - what you are describing sounds like a bug. Can you please submit a private request (click the "submit a request" at the top nav bar) and include the Soluto logs and DB. Follow these steps

May 13, 2012 04:29 PM
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Adrian Elman

Support ticket sent Maya. Unfortunately your system has a 20 Mb maximum limit for attachments and my LocalGenome.sdf is 28 Mb zipped so impossible to send you that. Sorry!

May 13, 2012 05:05 PM
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Maya Shoval
Soluto Support

@Adrian, can you please upload to a file sharing site, such as http://www.sendspace.com/ and include the download link in your request? 

May 13, 2012 06:42 PM
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Adrian Elman

Your wish is my command Maya. ;)

May 13, 2012 07:49 PM
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Hugo Marien

Hi,

 

I used Soluto in the past, and today I wanted to un-install it, but I installed the new beta. It gave me a list of programs that could be updated and next it comes: It installs the updates on the C: drive , while the programs were installed on an other disk. C: is an SSD an hasn't the room to install Google Earth, Adobe Reader etc. In consequence I have two versions of these programs on my computer and a Soluto warning that my C: is nearly full. Of course, Soluto filled it without checking were these programs were installed. Are you forgotten to check the place of the program installs? In this case thumbs down...

 

Hugo

May 31, 2012 11:02 AM
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Maya Shoval
Soluto Support

Hi Hugo, I have replied to the thread you opened as this is a known limitation. 

Regards,
Maya 

May 31, 2012 04:14 PM
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Jason Brown

it just closes immediately after starting in windows 8. no error is shown.

July 15, 2012 07:09 PM
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Colin Wakefield

Hi, Have just installed Soluto onto two PC's, one running XP and another running WIN 7. Problem with the XP machine, it appears to go into a loop. Checks boot files then forces the PC to reboot and go into the routine again, after twice of this PC requires to check the HDD (C), first time came up with two files belonging to AVG invalid, but not since. Thanks for any help.

July 16, 2012 12:14 AM
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Maya Shoval
Soluto Support

@Jason - I've responded to your support request, as we do have some issues with Windows 8.

@Colin - can you please submit a private request or email us at support@soluto.com and include the local data from the XP machine. Please follow this guide. I'd also appreciate if you could provide us some more details when submitting the private request. 

July 16, 2012 06:57 PM
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Jake Teo

My version is stuck at 1.3.729.0 and Driver Version 1.1.1369.437 for the past months. Anyway I can get it updated without uninstalling so I do not lose my configs? I know you guys are always pushing out OTAs but some people just doesn't get them (like me). An additional check for updates now button would be really nice. (I am sure this has been brought up by many Soluto users.)

July 23, 2012 10:47 AM
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Maya Shoval
Soluto Support

Hi Jake, as noted at the bottom of the list,  if you're using version 1.3.719.0 or up (like version 1.3.729.0 which you're using) you have been recently updated, and will be updated again soon when we push the next background update. Otherwise, the only option to update is to uninstall and reinstall Soluto. 

Maya

July 23, 2012 11:57 AM
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CJ Laing

Did you guys fix the .NET problems in Windows 8 with this next version? :3 I keep waiting for Soluto to stay running when the computer starts up then move my mouse to the Soluto icon after it becomes a checkmark to have disappointment :(

July 31, 2012 09:50 PM
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Maya Shoval
Soluto Support

Sorry CJ, not yet. I will update you via your ticket when the issue has been resolved. 

August 01, 2012 10:32 AM
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Ricky Chalmers

Supposed to reduce my frustrations, so how come I need to un-install and thereby UNDO all my changes so that I can install an update to your software - that is super frustrating !

August 16, 2012 10:53 AM
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Maya Shoval
Soluto Support

Hi Ricky - you don't need to do that. The last paragraph in the article talks about the latest version and our scheduled upgrades. I understand some websites have recommended users to upgrade, when that really is not necessary as version 1.3.719.0 and up are considered by us as the latest version. 

August 16, 2012 11:51 AM
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CJ Laing

Hey Maya, just wanted to let you know that I updated my computer to the Windows 8 RTM evaluation build (9200) and Soluto works flawlessly.

August 16, 2012 10:39 PM
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Nick Harrison

My Sophos AV is reporting a Soluto component as suspect:

...is it safe to authorise ?

August 29, 2012 02:24 AM
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Nick Harrison

Sorry it's ''solutocleanup.exe'' HIPS/RegMod-008, HIPS/RegMod-012

August 29, 2012 02:29 AM
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Maya Shoval
Soluto Support

Hi Nick, we have a known issue with Sophos as it marks any app that changes the registry as unsafe. Please follow this guide to authorize Soluto :

https://support.soluto.com/entries/20383367-soluto-and-sophos-anti-virus

August 29, 2012 10:33 AM
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elzir saunders

i have viruses on my laptop but it hasnt shut down yet, what can i do to clean it before it crash?

September 10, 2012 04:35 AM
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Sirvydas Klibavicius

When I try to run a newly downloaded Installer I get an error message, without anything else happening. I am running Windows XP Pro SP3

another screenshot is what I get when I launch Soluto

September 13, 2012 11:34 PM
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Maya Shoval
Soluto Support

Sirvydas, can you please send us the local data from the PC to support@soluto.com? (don't upload it here as it might contain private data). follow this guide: https://support.soluto.com/entries/20260842

September 19, 2012 11:38 AM
Topic is closed for comments