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puzzlemad
Member
Points:
48194095
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# Posted: 2 Oct 2008 17:17
Hi McTroy,
McAfee won't let me download this programme and says it has removed a trojan whatever that is. What can I do about it. Want to play Bejeweled2, chuzzle and bookworm.message is
generic downloader trojan
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McTroy
Staff
Points:
10858916
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# Posted: 2 Oct 2008 18:52
Hi Puzzlemad,
Because you are downloading a program from the internet, some overzealous security packages incorrectly identify the games as being a 'Trojan' style virus. You can rest assured when downloading games on YouPlay that they are tested and safe; and countless puzzlers have purchased games from us since we launched the download varieties 2 months ago.
I guess the best thing to do is research your particular security package and ensure that it isn't preventing you from accessing other harmless items online.
McTroy =)
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puzzlingmad
Member
Points:
308185
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# Posted: 2 Oct 2008 19:25
Thanks McTroy,
I now have another problem because I tried to various things on the computer I lost quite a few programmes so I restored it to an earlier date. I now find that I cannot log in under puzzlemad because I forgot my password and yp would not recognise my email address. Is there any way that I can get back in as puzzlemad?
puzzlemad
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McTroy
Staff
Points:
10858916
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# Posted: 3 Oct 2008 09:25
Hi puzzling Puzzlemad,
It looks like there was no email attached to your puzzlemad account, and this is why you were unable to retrieve your password. If you check the email addressed you used for your 'puzzlingmad' registration, I have sent you a new password =)
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alikiwi
Member
Points:
152583
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# Posted: 5 Oct 2008 20:30
I have had the same problem but only in the last few days. I have played Bejewelled2, and Chuzzle and Hammerheads before with absolutely no problems.
Now all of a sudden I have the same problem or at least a similar one. I go to play the game online and before the game loads I get a banner across the top of my screen saying : This website wants to download the following add-on: PopCap Loader - English from PopCap games. When I try to do so my McAfee shuts Explorer down and tells me it is a generic download and a Trojan.
If I hadn't played the games previously I would just say ah well not going to go there, but I have played them on YouPlay right up until just the last few days so this is extremely frustrating to say the least!
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barmat
Premium
Points:
24910682
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# Posted: 5 Oct 2008 20:41
I too have gone to play bejewelled 2 tonight, and received a message across the screen saying that popcap needed to be installed, have never had this type of message before despite having to download popcap in the past. It is a suspicious thing and I wasn't prepared to take the risk. Any suggestions would be greatfully received.
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snoopy1
Premium
Points:
48462288
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# Posted: 6 Oct 2008 16:06
Hi McTroy
I am also having the same problems as puzzelmad, alikiwi and barmat. Also I have submitted a support ticket but cannot open my e-mail from YouPlay: it comes up with error, please try again later. I have previously had the same message. Hoping this can be remedied as soon as posible as it is very frustrating.
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McTroy
Staff
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# Posted: 7 Oct 2008 11:34 - Edited by: McTroy
Hi everyone,
If you are all having the same problem as puzzlemad, then the solution I provided is the same too ;-)
Happy Puzzling!
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alikiwi
Member
Points:
152583
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# Posted: 7 Oct 2008 19:07
I am sorry but if I used the games successfully before, and I have not changed my security at all why would I suddenly be being refused access to the same games I have already been playing?????
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snoopy1
Premium
Points:
48462288
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# Posted: 8 Oct 2008 00:24
Hi alikiwi,
Same with me. I have contacted McAfee in America and they say that has not come from the McAfee sight. They re-configured all my settings and said there wasn't anymore they could do, so I don't quite know what to do now. But it's very annoying especially when we have been palying these games previously with no problems. I really hope the team can do something to help.
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snoopy1
Premium
Points:
48462288
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# Posted: 8 Oct 2008 00:37
Hi McTroy,
I have 2 e-mails from YouPlay but cannot open either one of them. I get a message saying there is an error and to try again later, which I have done and still nothing, I have had no trouble with any other e-mails except yours. I have also been in contact with McAfee in America, they have helped me through various steps and even re-configured my security settings to no avail. They are saying that this problem has not come from them, so I'm not sure what is going on, but it is getting very frustrating. I look foward to your response.
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barmat
Premium
Points:
24910682
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# Posted: 8 Oct 2008 09:25
McTroy,
It is probably also worth mentioning that I don't run McAfee. I am able to play bejewelled2 on my pc but not on my laptop. On my laptop I get the 'trojan' message, printed across a black screen. I don't think brushing us off is quite the way to deal with it.
Your reply to the first user was also implying that we were purchasing these games
" and countless puzzlers have purchased games from us since we launched the download varieties 2 months ago."
I don't thing any of us were trying to purchase, simply to play.
Any other suggestions?
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McTroy
Staff
Points:
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# Posted: 8 Oct 2008 11:00
Hi alikiwi, snoopy1...
There have been no changes to the games on our end so it could only be; 1) your security application (inc windows) has been automatically updated or 2) the Active X controller has been un-installed from your computer.
It would be a great help if you could both copy & paste the exact error message as it appears when trying to access any of these games. If it is just a case of the Active X controller needing to be reinstalled, then simple click allow when your computer asks if its ok the run the active x installer.
Also, snoopy1, can you tell me the email address the email has been sent from?
Barmat, I'm certainly not trying to 'brush' anyone off here... I did however answer the initial post and the problem was rectified. As I mentioned if you are in fact having the same problem, then the solution should be the same.
It's really difficult for me to identify exactly what is happening on your end without detailed information. It would appear, however, that if the games work on your desktop computer but not your laptop that it has been set differently. If they are both running on the same operating system, you could compare the settings of your laptop with your desktop. Also, it would be a great help if you to could provide the exact error message that appears, which may enable me to provide you with a more detailed situation.
This is something I would appreciate everyone doing if they can, being very detailed. Technical specs vary so dramatically from one member to another that what may on the surface appear to be the same problem could be entirely different; providing us with the most detailed report possible makes it far easier and quicker for us to make a more accurate determination, and offer the best solution.
Cheers, McTroy =)
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barmat
Premium
Points:
24910682
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# Posted: 8 Oct 2008 18:37
The written word is easily misconstrued, my apologies.
My problem appears to be solved, human error as is often the case. However, alikiwi and snoopy1 still have valid worries. I hope they get it sorted.
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snoopy1
Premium
Points:
48462288
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# Posted: 8 Oct 2008 23:47
Hi McTroy and Others,
I have tried so many things that my mind is quiet rattled. I stopped and had good think bout things and I remembered seeing a message previously that "these games are best played on FireFox, so I installed Mozilla Firefox and I can now play all PopCap Games, but the other games will not load I therefore have to play on 2 different systems!!! Perhaps you puzlers could try the same thing. Good luck
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snoopy1
Premium
Points:
48462288
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# Posted: 9 Oct 2008 00:04
Hi McTroy
Rearding the problem with e-mails from YouPlay support would it be possible to provide me with your e-mail address, as I don't want to put my private one in the Forum, It would be much appreciated.
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McTroy
Staff
Points:
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# Posted: 9 Oct 2008 01:33
Hi barmat, no worries at all ;-)
Hey snoopy1,
Sure, my email is troym@youplay.com if you include a contact number I'm more than happy to give you a call and walk through some troubleshooting ideas with you on the phone also =)
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puzzlemad
Member
Points:
48194095
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# Posted: 9 Oct 2008 20:08
Hi McTroy,
The problem wasn't rectified regarding the downloading of the active games and I still cant play them. The problem that was rectified with me was I lost my password and had to log in under another name then you changed my password and I went back to playing as puzzlemad.
The only thing that I can think of is that I had an update on my McAfee programme as I also was quite happily playing these games for weeks, then suddenly it wouldn't let me. the message I got was:- \Q2E3I42\POPCAPLOADER_V10[1].CAB
Will this help you?
Thanks.
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