Patch Tuesday and ZoneAlarm

by Laura Yecies

It’s now been 2 weeks since the Patch Tuesday mess that knocked many of you offline. Since ZoneAlarm updates have been released, Microsoft has released a revised security bulletin and knowledge base article, and things have largely returned to normal, I wanted to offer you an apology, plus an explanation of events and outline the steps we’re taking to reduce the risk of this happening again.

First, the apology. This should not have happened, and everyone here at Check Point is very sorry for your inconvenience.

What happened? As you probably now know, Microsoft issues new security patches on the second Tuesday of each month for its Windows operating system and Internet Explorer browser. This is called “Patch Tuesday.” Two weeks ago, one of the security updates wasn’t compatible with ZoneAlarm, causing many of our customers to lose Internet access.

(What’s particularly ironic is that we have long tried to tell all of you how important it is to patch your PC as soon as Microsoft releases these updates, and I always try to reiterate that point here in this blog. And I still will – these security updates are critical to your overall PC safety…please don’t allow this experience to change your patching habits.)

But I digress.

In this case, since it was a Windows patch and not an update issued by ZoneAlarm that instigated the crisis, we learned of the conflict from you – through our customer service line, forums etc. Immediately, our engineering team sprung into action, and in less than 24 hours released a new, tested and QA’ed version to resolve it. Our team posted a work-around to the Web site within hours, and our developers in San Francisco worked through the night to create a permanent solution. This is no easy feat, and while I’ve thanked them personally, I also wanted to acknowledge their outstanding commitment publicly.

So here’s what we’re going to do: We’ve assigned a team of top engineers to install any new updates on a new test bed currently being engineered specifically to catch compatibility issues between Windows or Internet Explorer and all ZoneAlarm products. This will happen in real-time on Patch Tuesdays.

In addition, we’re working with Microsoft to try to open up new communication avenues. While it’s not a panacea, more open and coordinated communication is a positive step forward.

Thank you for your understanding, and a special thank you to everyone in the ZoneAlarm user community who helped us spread the word once we had a workaround identified and posted. Your help was invaluable.

Safe surfing,

Laura

Comments

[Axel Grude]

Why oh why are there no release notes on your site anymore? I already had a problem when installing the last update v.8.065 and had to roll back because it slowed down my web connection so much. I am still using V 7 build 483, which is fairly stable. Today again I got prompted to update so I downloaded the installer and went on the web site to read the release notes - nothing here? Just a big "trust me"?

So again it would be install the black box, see what breaks and roll back if it doesn't work? - No thanks!

I also saw you removed the Gaming feature (feature comparison) - it seems to be policy nowadays to "dumb down" free versions and supply less technical information for users who really care.

BTW I would like to buy a firewall only product from you (with the advanced options of ZA pro) but I do not care for any of the frills (antivirus, antipopup etc) as I have my own solutions for these (firefox, noScript, avg). Why do you have to bundle all this other unnecessary stuff and don't sell a "dedicated firewall"?

[Jerry James]

I installed ZoneAlarm® Internet Security Suite 2009 on PC with XP Pro. Outlook can not send out mail!!! I am down and support stinks. Each time I have to use webmail to contact them then it take 3 days to get a reply. Then no fix the back to webmail to let them know then wait another 3 days. Two weeks now with no fix and even though I have asked them repeatedly to call me to walk me through their next try but they refuse to call. The latest instructions had me uninstall the software and even with it gone outlook will not send mail out. I run my business from home and this is killing me. Who at Zone Labs is going to call me? What does it take to get someone there to step up to this error that is all over the internet. I know I am not the only one who needs help.

[RPB]

Here is my update:
I solved my access problems for certain Websites posted above by turning off all the "Privacy" Options (Cookie Control, Add Blocking), however that somehow defeats the purpose of installing a program like ZoneAlarm Security Suite in the first place.

Is there a more professional solution which allows both surfing and privacy?

[RPB]

I finally installed XP SP3 which then enabled me to install the latest update of ZoneAlarm Security Suite (namely zaSuiteSetup_80_020_000_en). Everything seemed fine until I went online (with IE 7.0), whereby:

1)Some "normally friendly" websites cause a system freeze just by typing their URL (e.g. www.scmp.com)?
2)Some websites (e.g. www.cnbc.com) won't load, but the mobile version of their Website loads every time?
3)Most other websites work fine so far

Can anyone offer advice?

[Mario Eschbach]

I forgot, using XP SP3, Firefox 3.0.1 & IE (only for updates), Thunderbird, Spybot S&D, Avira AntiVir;
The problem still existing!!!

[DirtCrashr]

I'm a graphic arts professional and can no longer run Photoshop unless I turn-off ZoneAlarm - and eBay runs but will not load.

[Sabrina]

It took me two weeks and 5 hours with microsoft to find out about the update compatibility issue. I am trying to fix my computer. I tried to download the newest version of Zone Alarm to update it and it gave me an error and wouldn't let me. I feel bad I love my Zone Alarm but the only way I can get on the internet is when I have it off. Please Help me! Sincerely Sabrina

[Tom]

Hi, I had this problem back in July and was fortunate in that I was able to get online through my work's laptop at home. However on Sunday night I logged on to my PC and spotted the windows update prompt and installed the update (presumably a Patch Tuesday). Prior to that my connection was fine. When the PC rebooted it could not connect to the internet. Has another patch been issued that has caused the disconnection? I tried the option 1 that worked for me before but the internet was totally sealed off (wi-fi would not connect). I am cautious about following the Option 2 route on your fix having read some of blogs about this problem - especially if the update is a different one. Any advice?

[Kris S]

I'm having the same problem as Rhonda, and can't find out where I send in errors like this, other than your blog and bb's.

Worse yet, I have to turn off ZA to use gmail and yahoo, which I also use for work... WHILE IN PUBLIC PLACES, where I most need my firewall. I have to get my work done, but my zone alarm isn't working for me AT ALL right now. HELP!

[Rhonda]

Yesterday I downloaded and installed a clean install of ZA as prompted. Now I'm having problems having my browsers (both Firefox and IE!) recognized. I can only access facebook, myspace, youtube, AND ZONEALARM'S WEBSITE, with ZA turned OFF.

What can I do to correct this problem? I don't like going online without ZA. :(

[papersmygame]

Zonealarm did not mate well with my Windows XP (home version), I had to manually add windows update programs in the "Program controls" of the zonealarm control center. This surprised me that zonealarm did not know how to mate properly with such a commonly used program (WindowsXP). I read here from zonealarm that they are attempting better communication with microsoft-yes please,

[Volker Rekowski]

Same thing here. Every day my XP SP2 system asks for an update even the newest version is already installed. I get frustrated now. Looks like the problem is not getting fixed?

Do I need to switch or do you fix it?

(XP SP3 is installed, and also the update 70_426_000, but everyday zone alarm want update the same freeware-version again, with the same update 70_426_000.
Maybe an error in the registry happens?
My wife have the same trouble, on her laptop.)

[S Ostberg]

Zone alarm has once again messed up my computer. I was able to fix it last time through Microsoft tech support after Microsoft issued a Tuesday update. Your patch arrived too late. This time, no attachments could be opened but I had to pay for advanced DSL tech support to track down the problem. For the record, said tech said they receive many more complaints from clients using your product.

[G7swr]

looks like this problem has hit windows vista now (using firefox to browse now can only do so with zone alarm off and i just did a clean install of the latest zone alarm and a restart!! i hate running with my pants down dudes

[Rico P]

After installing latest update, most websites I visit don't load properly. Panning the cursor over the images tell me to press ctrl f5 or wait 2 secs for the image to load. If I press ctrl f5, the website refreshes itself and loads normally. But I end up having to press ctrl f5 for every site I visit. Does it have something to do with the update? Is there a setting I need to turn on or off to fix this? Thanks.

[Mario Eschbach]

XP SP3 is installed, and also the update 70_426_000, but everyday zone alarm want update the same freeware-version again, with the same update 70_426_000.
Maybe an error in the registry happens?
My wife have the same trouble, on her laptop.

Please, check it.

[ViproXX]

So, when do we get a real update, without nagging-screens telling us to download a downgrade? That annoys me and other users really much.

Fix it.