TimN's dashboard

TimN replied on May 26, 2009 14:11 to the question "Issues concerning Nintendo Wifi Dongle/'Games for Windows Live' online functionality" in Sunbelt Software:

Hi Argor,

I apologize for the inconveniences. Sunbelt is no longer monitoring these forums. Please post to our new support forums and we can have a technician walk you through some troubleshooting steps to correct the issues you're experiencing.
Sunbelt Support Forums: http://supportforums.sunbeltsoftware.com/

Thank you,
~Tim

TimN replied on May 05, 2009 13:17 to the problem "download problem" in Sunbelt Software:

Hi Michael,

Which Sunbelt Product are you referring to? Is this problem occurring when downloading, or installing? And, What errors or symptoms are you getting when doing so?

Thanks,
Tim

TimN replied on April 28, 2009 17:05 to the question "PC Recue Program Unavalible For Download" in Sunbelt Software:

Hi oweno2,

VIPRERescue is back up for download. Sorry for any inconveniences this caused.

http://live.sunbeltsoftware.com

Thank you,
~Tim

TimN replied on April 24, 2009 21:54 to the question "bartpe and VIPRE" in Sunbelt Software:

Hi Wes,

I apologize that we do not have instructions for creating a bootable VIPRERescue cd, yet.

When building your bartPE disk just add VIPRERescue.exe to the disk.

Once you boot to the BartPE disk you'll need to get to the directory on the CD where you put VIPRERescue.exe.

1. Boot to the BartPE cd

2. In the command line type: "cd x:\sunbelt" (Without the quotes, where X=your cd-rom drive letter, and the "sunbelt' folder is an example where you put VIPRERescue.exe)

3. Now that your in x:\sunbelt, type: VIPRERescue.exe and hit ENTER. *Remember to type the actual name of the VIPRERescue that you have.

4. You will now get the Self-Extracting wizard for VIPRERescue.

5. At the prompt, "Do you wish to extract the VIPRE Rescue Scanner to your computer?" click Yes.

6. You will be prompted for a destination folder to unzip to. Keep the default (C:\VIPRERESCUE) or enter a new folder, then click Unzip. Make sure the checkbox for "When done unzipping open: .\quick_scan.bat" is checked.

7. The VIPRE Rescue Program will download the files into the destination folder. Click OK at the prompt.

8. The VIPRE Rescue Program will open a command line window and run a quick scan.

VIPRERescue can be downloaded from here: http://live.sunbeltsoftware.com

I apologize that these instructions are vague. We are still working on getting a more solid set of instructions on how to do this.

If you have any further questions regarding this please feel free to contact our support team at support@sunbelt-software.com or by Phone at 1-877-673-1153 M-F 9am-6pm EST.

Thank you,
~Tim

TimN replied on April 22, 2009 15:26 to the question "pripi Trojan beats VIPRE?" in Sunbelt Software:

Hi Steve,

We apologize for any inconveniences this has caused. VIPRE subscribers are fully supported when something like this occurs. Our support department can collect logs, review them, and have a malware specialist assist with removing any threat that VIPRE fails to. Please feel free at any time to utilize our support department for assistance at support@sunbelt-software.com or by Phone at 1-877-673-1153.

On a side not,our malware research is always interested in any samples that can be given for threats VIPRE may not be detecting. Please refer to the link below.
http://www.sunbeltsecurity.com/Submit.aspx?type=submitThreat&cs=CBC13D0C3CD1A677D45D4A0825C756EA

Regards,
Tim

TimN replied on April 09, 2009 15:14 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Hi Sam B,

The command to hook the debugger, step 5, is not sticky. You will need to rerun the command after a system reboot or if the service is interrupted for any other reason.

~Tim

TimN replied on April 08, 2009 19:03 to the question "Why did the Vipre update uninstall Vipre, and not install a new version?" in Sunbelt Software:

Hi clsxplor,

I apologize for the inconveniences this has caused. VIPRE attempted to update it's software version. During the upgrade process it removes the old version and upgrades to the new version.For some reason the reinstall failed, and is the reason for the absence of VIPRE.

Please follow the instructions below to reinstall VIPRE.

1. Click on the following link to download VIPRE:
http://www.sunbelt-software.com/support/VC/SBVIPRE_EN.3.1.2710.exe

2. Your web browser will ask you “Do you want to run or save this file?” Please Click Save. Save this file to the desktop.

3. A box will appear that asks you where you want save. Look for the save in field and then click on it. Look for the desktop and then click on it. Then click save.

4. When it is done downloading, you will receive another box that asks “do you if you want to run this file?” Choose yes.

5. You will receive an internet explorer warning. It says “Do you want to run this software?” Click run.

TimN replied on April 08, 2009 14:27 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Hi Sam B,

Thank you for that information. Unfortunately, we have not been able to reproduce this error in house. Getting us a crash dump would be most helpful.

There are many possible causes that can be causing the "logon process has failed to create the security option dialog." error. This seems to be Vista related, as well. Considering we have not seen this occur on any other operating systems.
Please refer to the links below where others have experienced this same issue.
http://www.vistax64.com/vista-performance-maintenance/125112-failure-security-options-logon-process-has-failed-create-dial.html
http://forums.techarena.in/windows-vista-performance/902592.htm
http://forums.techarena.in/vista-security/771124.htm
http://forums.techarena.in/windows-vista-performance/698718.htm
http://forums.techarena.in/vista-administration/925323.htm

I apologize for the inconveniences this has caused. We will continue to research the issue and look forward to receiving the crash dump file from you.

Thank you,
Tim

TimN replied on April 06, 2009 13:59 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Hi guys,

We are currently researching this issue. We are still collecting logs. If you have not sent logs in please follow these instructions below.

We have not received any crash dump logs, yet. So, if you are having a problem with VIPRE crashing please send me an email for instructions on how to do so. You can put (attn. TimN) in the subject line.

1. First open VIPRE by double clicking on the VIPRE icon in the System tray (Down by the time on your computer)

2. Click on the word “Help” then “About”

3. Then click on the button labeled “Support tools” then “Run Diagnostics”

4. Make sure that all the boxes are checked and click “ok”

5. Once this starts, it will take a couple minutes while the utility gathers information. It will create a file on your desktop called “Sunbelt VIPRE Antivirus + Antispyware Diagnostics.rar”

6. After that file appears, run the following utility: http://tinyurl.com/dmwhmc

If you have any other problems please feel free to contact our support team at support@sunbelt-software.com or by Phone at 1-877-673-1153 M-F 9am-6pm EST and we will have someone work directly with you.

Thanks,
~Tim

TimN replied on March 27, 2009 15:15 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Thanks for the logs guys!

We will be researching this issue and we'll let you know what we find.

If you have any other problems please feel free to contact our support team at support@sunbelt-software.com or by Phone at 1-877-673-1153 M-F 9am-6pm EST and we will have someone work directly with you.

Thanks,
~Tim

TimN replied on March 26, 2009 15:54 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Hey guys,

If you're still experiencing these symptoms after an uninstall/reinstall then we'll need to get logs from you, and we'll also need crash dump logs.

We are currently working on reproducing this error on our test machines.

Please email us regarding this issue so I can send instructions for getting crash dumps. In the subject line you can put "ATTN:TimN"

Thank you,
Tim

TimN replied on March 25, 2009 20:38 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Hi JohnB,
I apologize for the inconveniences this has caused. Let's do an uninstall/reinstall of VIPRE.

Please use the instructions below to remove your copy of VIPRE and install a clean copy.
1.Click 'start', and click 'control panels.'

2. Double Click on 'Add or Remove Programs.'

(VISTA: Double click 'Programs and features.')

3. Please look for VIPRE.'

4. Click 'Change'.

5. You will receive a prompt that asks you 'Remove All Items'. Please choose 'Yes' and click 'next.'

6. Please follow the rest of the prompts until you are able to click 'Finish.'

7. You will be asked to restart your computer, please do so.

Reinstall:
1. Click on the following link to install VIPRE http://www.sunbelt-software.com/suppo...

2. Your web browser will ask you “Do you want to run or save this file?” Please Click Save. Save this file to the desktop.

3. A box will appear that asks you where you want save. Look for the save in field and then click on it. Look for the desktop and then click on it. Then click save.

4. When it is done downloading, you will receive another box that asks “do you if you want to run this file?” Choose yes.

5. You will receive an internet explorer warning. It says “Do you want to run this software?” Click run.

If you have any further problems please feel free to contact our support team at support@sunbelt-software.com or by Phone at 1-877-673-1153 M-F 9am-6pm EST and we will have someone work directly with you.

Thanks,
~Tim

TimN replied on March 24, 2009 19:27 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Hey Sam B,

When the VIPRE service crashes it shouldn't crash/lock up the system. Generally the VIPRE icon in the system tray will turn red and wait for the service to restart. Due to it being a conflict it's having with another application it's more then likely causing the CPU to spike and the system to become non-responsive.

Setting the service to automatically restart after a crash may not be advisable seeing how it shouldn't be crashing in the first place and if we make it restart it can cause more problems then we want.

I'd like to go ahead and get some logs from your installation of VIPRE, as well.

1. First open VIPRE by double clicking on the VIPRE icon in the System tray (Down by the time on your computer)

2. Click on the word “Help” then “About”

3. Then click on the button labeled “Support tools” then “Run Diagnostics”

4. Make sure that all the boxes are checked and click “ok”

5. Once this starts, it will take a couple minutes while the utility gathers information. It will create a file on your desktop called “Sunbelt VIPRE Antivirus + Antispyware Diagnostics.rar”

6. After that file appears, run the following utility: http://tinyurl.com/dmwhmc

You will be asked for your support ticket number. Enter: 001-00-279415

Please contact our support team at support@sunbelt-software.com with the logs and we will have someone work directly with you.

I apologize for the inconveniences this has caused.

Thanks,
~Tim

TimN replied on March 24, 2009 18:46 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Hi Alastair,

We'd like to get some logs from your installation of VIPRE.

1. First open VIPRE by double clicking on the VIPRE icon in the System tray (Down by the time on your computer)

2. Click on the word “Help” then “About”

3. Then click on the button labeled “Support tools” then “Run Diagnostics”

4. Make sure that all the boxes are checked and click “ok”

5. Once this starts, it will take a couple minutes while the utility gathers information. It will create a file on your desktop called “Sunbelt VIPRE Antivirus + Antispyware Diagnostics.rar”

6. After that file appears, run the following utility: http://tinyurl.com/dmwhmc

You will be asked for your support ticket number. Enter: 001-00-279778

Please contact our support team at support@sunbelt-software.com with the logs and we will have someone work directly with you.

Thanks,
~Tim

TimN replied on March 24, 2009 13:48 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Hey Sam B,

Yes, just disable the Active protection prior to entering full screen mode. For troubleshooting purposes I want to see if the active protection is conflicting.

You can also trying leaving the active protection ON, and just turning off "Check Files when they are opened or copied", and let me know if that has any effect, as well.

Open VIPRE,
Go to FILE > SETTINGS,
Select the Active Protection tab,
Uncheck "Check Files when they are opened or copied",
Click APPLY.

Thanks,
Tim

TimN replied on March 23, 2009 20:48 to the question "SBAMSvc crashes and apparently causes "logon process has failed ..." problem" in Sunbelt Software:

Hey Sam B,

Do you still have this problem if you disable VIPRE's Active Protection?

Thanks,
Tim

TimN replied on March 23, 2009 19:22 to the question "x64 Support coming soon?!" in Sunbelt Software:

Hi Carandiru,

I apologize for the inconveniences. We are currently working on 64 bit support for Sunbelt Personal Firewall. Unfortunately we do not have a release date set.

If I may be of any further assistance please feel free to ask.

Thanks,
Tim

TimN replied on March 17, 2009 21:56 to the question "Windows Installer says disc needed to continue counterspy update" in Sunbelt Software:

Hey JT,

It appears that the link above to the cleaner got cutoff. You can use this link below which will give you the same uninstall utility.

http://tinyurl.com/9d9o3m

Thanks,
Tim

TimN replied on March 16, 2009 17:05 to the question "VIPRE locks .exe files after using windows cd writing wizard" in Sunbelt Software:

Hi enrico1982,

VIPRE has two different threat detection engines. The scan engine and Active protection. When that feature is checked the scan engine will look at the file when it is copied or opened, much like right clicking on the file and choosing scan now. With this feature turned off, VIPRE's active protection will still monitor for suspicious behavior and known bad programs when the program or file is launched.

We would like to have this resolved, regardless. If you could please send me an email at support@sunbelt-software.com or call by Phone at 1-877-673-1153 M-F 9am-6pm EST. Please reference ticket id 001-00-277219 and we will get some logs from VIPRE to have our research and development team evaluate.

Thanks,
Tim

TimN replied on March 16, 2009 13:39 to the question "VIPRE locks .exe files after using windows cd writing wizard" in Sunbelt Software:

Hi enrico1982,

I apologize for the inconveniences this has caused. Let's see if one of the modules within VIPRE's Active Protection is causing this.

Open VIPRE,
Go to FILE > SETTINGS,
Select the 'Active Protection' tab,
Uncheck the box, "Check files when they are opened or copied".

If you have any further problems please feel free to contact our support team at support@sunbelt-software.com or by Phone at 1-877-673-1153 M-F 9am-6pm EST and we will have someone work directly with you. Please reference ticket id 001-00-277219

Thanks,
~Tim