Solutions

Scenario: Troubleshooting for K7 Security Installation hang issue, this KB provides troubleshooting steps for customers unable to install K7 security. It includes instructions for identifying potential infections and fixing the issue using the K7 removal tool and cleanup steps.

Steps to Resolve:

Step 1: Check for symsrv.dll File

1. Navigate to the following location on your system:
   C:\Program Files\Common Files\System
   
2. Look for the presence of symsrv.dll.
   • If present, your operating system may be infected. Proceed to the steps posted in this link - Click here
   • If not present, continue with the steps to resolve the installation issue.

Step 2: Registry Cleanup

1. Press Windows + R and type regedit to open the Registry Editor.
2. Navigate to one of the following locations:
   • For 32-bit systems:
     HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Image File Execution Options
   • For 64-bit systems:
     HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows NT\CurrentVersion\Image File Execution Options
3. Delete any K7-related entries if available.

Step 3: Check Digital Signature of Setup

• Ensure the K7 setup file is digitally signed - Right-click on the K7 setup file, select Properties, and go to the Digital Signatures tab. Choose one of the listed signatures and click on Details. If it displays "This digital signature is OK," the file is valid. If it shows as corrupted or not available, you will need to re-download the setup package from the official website.
• Delete any file named "program" from the C:\ directory, if present.

Step 4: Run K7 Removal Tool

1. Download the K7 Removal Tool from the following link:
   Download K7 Removal Tool
2. Run the tool to remove any existing K7 product.
3. Restart your system.

Step 5: Clear Temporary Files

1. Press Windows + R and type temp, then click OK. Delete all files in the Temp folder.
2. Press Windows + R and type %temp%, then click OK. Delete all files in this Temp folder as well.

Step 6: Download and Install Latest K7 Product

1. Download the latest K7 security product from the link below:
   Download Latest K7 Product
2. Important: Do not use a CD for installation. Use the latest setup file from the link above.

Note: If the issue persists or you need any assistance, you may raise ticket at Submit a Ticket and Our Support Team will get in touch with you shortly to assist you.