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Cannot install the Worry-Free Business Security (WFBS) Agent due to a BitDefenderGamesafe_2011_32x32 error

    • Updated:
    • 24 Nov 2016
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 7.0
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Platform:
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
    • Windows XP SP2 32-bit
    • Windows XP SP3 32-bit
Summary
When installing the WFBS Agent, you encounter the error "Found software not compatible" that is related to BitDefenderGamesafe_2011_32x32. However, the software BitDefenderGamesafe_2011_32x32 has not been installed in the machines.
Details
Public
The error occurs because the FortiClient program may be installed the machine. This program uses the same registry key as BitDefenderGameSafe 2011 32bit:
[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{C2FAE67B-9C91-4C88-91C6-37E4D5F50FE9}]
The Security Agent of WFBS checks this registry key to determine whether BitDefenderGameSafe 2011 32bit is installed or not.
To resolve the issue:
  1. Go to Start > Run and type "regedit.exe" then click OK.
    Important: Always back up the whole registry before making any modifications. Incorrect changes to the registry can cause serious system problems.
  2. Check if the FortiClient program is installed in the computer. Use the registry key:
    [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{C2FAE67B-9C91-4C88-91C6-37E4D5F50FE9}]
    If FortiClient is installed you will see the following:
    [HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Uninstall\{C2FAE67B-9C91-4C88-91C6-37E4D5F50FE9}]
    "AuthorizedCDFPrefix"=""
    "Comments"=""
    "Contact"=""
    "DisplayVersion"="x.x.xxx"
    "HelpLink"=""
    "HelpTelephone"=""
    "InstallDate"="yyyymmdd"
    "InstallLocation"="C:\\Program Files\\Fortinet\\FortiClient\\"
  3. Do one of the following options:
    Option 1
    1. Uninstall the FortiClient via Control Panel > Programs and Features > Uninstall.
    2. Install the WFBS Agent.
    3. Reinstall the FortiClient.
      Note: You can only install the VPN and Firewall features of FortiClient. If you need the VPN set up, then reinstall FortiClient. However, if the Firewall feature of FortiClient will conflict with WFBS, do not re-install the program.
    Option 2
    1. Temporarily change the name of the key in the registry.
      For example: ...\{C2FAE67B-9C91-4C88-91C6-37E4D5F50FE9temp}.
    2. Install the WFBS Agent.
    3. Change back the name of the key in the registry after installing WFBS.
Premium
Internal
Rating:
Category:
Install; Upgrade
Solution Id:
1101684
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