E. Milliot's dashboard

Hello Fredi,

Tiene que borra la opción por "enabilita web filtre." Esta opción es por la gente que no puede installar el version nuevo por el Internet Explorer o Firefox.

Si tiene mas preguntas informame.

Sinceramente,

Eric Milliot-Martinez

Hello Siv,

That is the latest definition we have available right now for Vipre. You can verify this by visiting the Vipre homepage at this site.
http://www.sunbeltsoftware.com/Home-H...

If you are not able to download definition 5084 then please email us at support@sunbelt-software.com .

We apologize for the inconvenience this has caused you.

Sincerely,

Eric

Hello Lotsamosi,

Thank you for contacting technical support.

I would first like to verify if you have already tried performing the instructions that I provided in my reply to Siv?

if you have already tried this and the updates continue to fail, then please email us at support@sunbelt-software.com

Please let us know if the problem continues.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Siv,

Thank you for contacting technical support.

We’re sorry to see there are problems with the definitions updating.

To correct this problem, all we need to do is upload the definitions into Vipre manually. This is a six step procedure shown below the link. First you must make sure you have Vipre installed, then proceed with these instructions.

http://www.sunbeltsoftware.com/Home-H...

To manually install one of these VIPRE definition files, please follow these steps:

1. Download the most recent definition file for your language using the download link to your computer

2. Open VIPRE (right-click on the tray icon or double-click on the shortcut put on your desktop)

3. From the main menu, select "File" and choose "Settings..."

4. In the "Update Now" section, choose "Browse"

5. Navigate to where you downloaded the file

6. Select the file you downloaded and the installation will proceed automatically.
Please notify me if there are any further issues/concerns.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Verley,

Thank you for contacting technical support.

Typically this type of behavior is derived from conflicting security software such as Norton, McAfee, Spybot, etc... If this is the case, try uninstalling that other software. If this is not the case, please continue further down.

Please use the instructions below to remove your copy of VIPRE and install a clean copy. Uninstalling VIPRE is a two part procedure but it's very simple. First do the following.

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 wait to do this until after you’re finished running the cleaner.

http://www.sunbelt-software.com/suppo...&VClean.exe

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.

Let us know if there are any further issues/concerns.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Rick,

Thank you for contacting technical support.

I’m sorry to hear that you’ve been having problems installing the upgrade to Vipre. “Error reading setup initialization file,” this is a problem of the downloaded file being corrupt.

The solution to this problem is to download the file again. Here is a link for the most up-to-date version of Vipre. http://www.sunbelt-software.com/suppo...

Let me know if you have any further problems.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Ian,

Thank you for contacting technical support.

We’re sorry to see there are problems with the definitions updating.

To correct this problem, all we need to do is upload the definitions into Vipre manually. This is a six step procedure shown below the link.

http://www.sunbeltsoftware.com/Home-H...

To manually install one of these VIPRE definition files, please follow these steps:

1. Download the most recent definition file for your language using the download link to your computer (NOTICE the English definitions are on the left hand side).

2. Open VIPRE (right-click on the tray icon or double-click on the shortcut put on your desktop).

3. From the main menu, select "File" and choose "Settings..."

4. In the "Update Now" section, choose "Browse."

5. Navigate to where you downloaded the file.

6. Select the file you downloaded and the installation will proceed automatically.

Please notify me if there are any further issues/concerns.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello J Gelino,

Thank you for contacting technical support.

Please open up Internet Explorer, click on Tools and select Internet Options.

Once there, go to the Connections tab, click on LAN Settings, please verify that "Automatically detect settings" is checked.

It also appears that you're running on an older software version, please uninstall that version and download the latest version which is 3.1.2710 from the link provided below.

http://www.sunbelt-software.com/suppo...

Please notify me if there are any further issues/concerns.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Richard,

Thanks for the suggestion. I'll be sure that it gets to the development team.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Ed Y,

For one reason or another, the application is not performing as it should be. By right-clicking the icon there should be no problem opening up Vipre from the pop-up menu. Two common causes for this issue are another security program running during the installation. This means if you have another security application such as Norton for example, and it's not necessarily opened, but the icon is still present on the system tray by the clock, then Norton's security process is still running and could potentially cause a poor install of Vipre. A second possibility could that the installation file was bad and you just need to perform a regular uninstall and reinstall.
Sorry for the inconvenience.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Ed Y,

Thank you for contacting technical support.

We're sorry to see that Vipre is having difficulty opening on your system. For the new software release the default setting for active protection has changed to low.

I noticed that you said you didn't have security programs "running" while trying to open up Vipre. That is good, but if you had any security programs opened while installing Vipre, there's a chance that it did not install Vipre properly. Therefore I recommend performing a uninstall and reinstall with Vipre. Before doing this, verify that you still have a copy of your registration key.To do this, please do the following:

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 wait to do this until after you’re finished running the cleaner.
http://www.sunbelt-software.com/suppo...&VClean.exe

1. Click on the following link to install VIPRE http://go.sunbeltsoftware.com/?linkid...
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.

Warm Regards,
Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello TimH,

Thank you for contacting technical support.

To correct this error with your Window's installer, I suggest visiting the site below to correct this issue.

http://www.microsoft.com/downloads/de...

Let us know if the issue continues.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello lp342,

Thank you for contacting technical support.

To allow Counterspy to connect to the internet, you may need to permit it through the Mcafee firewall.

In regards to the conflict, it's recommended you are protected with only one active protection type feature. Mcafee may have another name for this feature, but what it does is monitor your system as you use it looking out for malware.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Gary,

Thank you for contacting technical support.

We're sorry to see that the updates have caused these problems for your customers and you. We have added a large amount of malware to our lists of known threats which may have picked up some false positives. We are currently working on releasing definitions to correct these errors.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Gideon,

We understand your frustration and we are currently working on more definitions to correct these issues. I cannot give a specific eta for the definitions we plan on releasing. I suggest keeping your definitions up to date so that you are able to receive our definition(s) that correct your particular issue. Let us know if there are any other issues you're experiencing and we appreciate your patience as we are working on getting these issues corrected.

Sincerely,

Eric Milliot

Hello Laura,

Thank you for contacting Sunbelt Software.
Due to a large change in the definition files posted last night, some customers are experiencing high CPU usage during the application of the definition files.

To correct this issue, please run the following utility to disable the services. You be prompted to reboot the system.

http://www.sunbelt-software.com/suppo...

After rebooting run the following utility to replace the definition files.

http://www.sunbelt-software.com/suppo...

When the second utility is finished running, please run this utility to enable the services. You again will be prompted to reboot the computer.

http://www.sunbelt-software.com/suppo...

When Windows restarts, everything should be back to normal. I apologize for the inconvenience.

Warm Regards,

Eric Milliot
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Avi,

Thank you for contacting technical support.

To remove Counterspy from the list of startup applications, please do the following:

Click start and click Run.
(VISTA: Click Start, type 'Run' in the search box, and click enter.)

Type in without the quotations, "msconfig." Click on the Startup tab, look for Counterspy on the list and uncheck it, then click Apply and OK.

Without Active Protection Enabled, Counterspy shouldn't be adding that much time to your overall startup. I would recommend turning off any programs on that list that might consume a lot of memory during the startup.

Let us know if there are any further questions/concerns.

Sincerely,

Eric

Hello Cal,

Let us know if there are any further questions/concerns. Happy to hear everything is okay now.

Sincerely,

Eric

Hello Cal,

Thank you for contacting technical support.

After searching I was unable to locate your email's subject title. We try to have a 24 hour email turn time at maximum so if you don't receive a response from us, feel free to send us a second email.

We apologize for the fact VIPRE is identifying a false positive on your computer. A false positive occurs when a virus scanner erroneously detects a 'virus' in a non-infected file. False positives result when the definition file used to detect a particular virus is not unique to the virus - i.e. the same signature appears in legitimate, non-infected software. Before we go any further, we should make sure that you are on the latest definition version of VIPRE.

Right click on the VIPRE icon that is down by the time clock and choose 'check for updates.'

If VIPRE updates its definition file to a higher number, we recommend you run another scan before continuing.

If your definitions are current, then we need to remove this file from our threat database so that it is no longer identified as a threat on your computer.. This can be done one of two ways.

1. By submitting specific information about the file to the following website.

http://research.sunbelt-software.com/... (I have verified this link is functioning)

2. If you have a false positive that has been quarantined by VIPRE please do the following.

a. Open VIPRE,
b. Click on the Manage tab at the top.
c. Click View Quarantine.
d. Select the detected false positive,
e. Click the "Restore from Quarantine" button
f. In the windows that pops up, check both the boxes to add to the "Always Allowed" list and to "Submit to Sunbelt for Analysis"

Once this information is submitted to our researchers, we will do our best to update our next definition files to reflect this false positive. We appreciate your cooperation and patients in this matter.

The correction of the False Positive may not be reflected in our definitions for several days. Maintaining the most recent definitions will insure that when the false positive is corrected, it will not be detected in a new VIPRE scan.

We apologize again about the inconvenience this has caused you.

Let us know if there are any further issues/concerns.

Sincerely,

Eric
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States

Hello Alan,

I'm sorry to hear that there are still problems getting the connection established between the computers. One more thing I could suggest would be to verify there aren't any other firewalls installed on the "hidden devices" list found in your device manager list. This is found going to control panel/system/device manager-go into View/show hidden devices. Here is a screen shot of what I'm talking about.


Let me know if there is anything else we can help you with.

Sincerely,

Eric