E. Milliot's dashboard

Hello WurliTzerwilly,

One step that is commonly missed is enabling the network file and printer sharing componet. Here is a screen shot of what I'm referring to. By going to "Network Connections," then "Advanced" and selected "Optional Windows Network Componet."

After installing this componet, make sure you once again, re-run the Network Setup Wizard. I would suggest to try resetting all the other equipment including the router and other computers.

Sincerely,

Eric

Hello Chrischocks,

Thank you for contacting technical support.

Vipre will be able to protect your computer from any malware that attempts to get on your computer. DNS Poisoning is more of an issue where your computer connects to a server that sends a command to your computer that tell it to change it's DNS settings to that server. That server then attempts to either control your internet bandwith, or simply load worms and viruses to your computer system. This is why it's important to have a good firewall installed on your system in conjunction with a good anti-malware program like Vipre and the Sunbelt Personal Firewall.

Let us know if there are any further questions.

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 Tera Mar,

Thank you for contacting technical support.

What we need to do is let VIPRE know that this is a program you want to run, and to do that we need to add the file being identified to the VIPRE Allowed List.

1. Within VIPRE, go to View > Manage Malware > Always Allowed.

2. From here you will be in the “Always Allowed” list, which lists everything you have set VIPRE to ignore, whether it be through an Active Protection popup or a scan.

3. To manually add something to the list, select the “Add” button at the bottom.

4. Now you will have to navigate to the folder of the program you want to allow, which is the first option. If its just a single file, select the third option, Allow files by file name only, and navigate to the specific file. If you are unsure what file or folder to add, just email me back with the information VIPRE flagged, and I’ll let you know what to add.

Once you have added the file, you should see it listed in the Allowed List section and VIPRE should not flag this file or program anymore.

If you need anymore help, just let me know.

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 WurliTzerwilly,

Thank you for contacting technical support.

The quickest way you can verify if SPF is causing any blockage of a program or feature is to disable the firewall. The way you disable the firewall is by right-clicking the blue shield in the bottom right hand corner and selecting "disable firewall." If doing this doesn't solve the problem, then the problem is coming from another program or Window's option.

If you double click the Firewall's blue icon shield, it should bring up the configuration screen. Once that's open, click on the "Network Security" button, and on the list of applications look for "Microsoft File and Printer Sharing." Make sure this application is permitted.

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 Ed,

Glad to hear everything is good now. Let us know if there is anything else we can do for you.

Have a good day,

Sincerely,

Eric

Hello Ed,

Thank you for contacting technical support.

It sounds like the Vipre installation program is detecting a previous version of Vipre install on the system.
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 do so.

1.Click start and click Run.
(VISTA: Click Start, type 'Run' in the search box, and click enter.)
2.Type 'C:' and then hit enter.
3. Please Double click on Documents and Settings, All Users, Application Data, Sunbelt Software.
Note: If you do not see these folders, you will have to enable hidden files and folders.
Click tools, and folder options.(VISTA: Click 'Organize' and click 'folder and search options.') Click view. Click on the circle that says 'View hidden files and folders.'
4. Please delete the 'Counterspy' or the ‘Vipre’ folder.

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 FMJ,

Thank you for contacting technical support.

What I'd like for you to try first is updating Vipre one last time, then rebooting the computer up into safe mode.

This can be done by restarting the computer, and pressing "F8" before the computer begins to load Windows. Once in safe mode, open up Vipre and perform a "deep" scan. After it's finished, it should be able to remove the malware on your system. Afterwards, go ahead and restart the computer back into Windows normal mode.

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 Joe,

Thank for you contacting technical support.

To let SPF permit the ads on a website, or let whatever it is claiming are ads, please follow these instructions:

Open up the firewall by double clicking the icon, then click on "Web."

Remove the check for "Block advertisements." (as shown in the picture)
isements."

Click Apply then Okay.

Let me 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

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Hello Joe,

Thank you for contacting technical support.

In order to enable the printer sharing feature in the firewall, please do the following:

Open up the firewall configuration panel by double clicking the firewall icon in the bottom right hand corner of the screen near the clock.

Next, click on the "Network Security" button and on the list of applications find , "Microsoft File and Printer Sharing." Set the four columns for that application to "permit." Then click Apply and then Okay. Now try to connect to the printer from another computer.

if it is still not letting you, then you may need to allow another application (in that same list) that is responsible for sending the information to the printer. You can verify this by removing the check for the "Enable Network Security Module."

Let me know if there are any further questions/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

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If you do not want further email from us, please forward
this message to listmanager@sunbelt-software.com with
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Eziptop,
You can specify which programs you want to be connected to your "local" trusted network. This is done by clicking on Network Security and setting up connectivity permissions (ex. Allow/Deny) for programs on the local network, and outside internet.

Stilt,

You're welcome, our update servers are now back up and running.

Eric

Hello Chris,

Do you have any other security programs for your computer? If so, what are they? If you were to uninstall them and leave only SPF, would it then work without seeing that error message?

Are you receiving any other errors besides this one?

Eric

Hello A. Kosak,

When Vipre shuts down due to the failure, what is the error message saying? Are there any codes that it is giving?

Do you have any other antivirus software that might have come with the computer stil on it and running? If so, uninstall it please. There currently is no beta for Vipre.

Eric

Hello Harald van Esch,
Version 5006 is our latest definition available today. The latest definition can be verified daily by visiting our Vipre homepage. http://www.sunbeltsoftware.com/Home-H...

Let us know if there are any further issues.

Hello eziptop,

Thank you for contacting technical support.

The firewall doesn't monitor what MAC address you are using for neither the router nor the network card. The firewall is not responsible for setting up a trusted network. The Firewall is responsible for monitoring and filtering connections especially concerning programs, and to prevent any unknown and unwanted connections to your computer. Depending on if you're connecting to this router using a wireless connection, or hardwire, it will need to be setup either using Window's Internet Connections inside you're control panel, or the manufacturers software (D-Link, Linksys, etc...).

Please notify us if you have any further questions.

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 Darren,

Thank you for contacting technical support.

Seeing how the automated updates are failing to obtain to the definitions, you can still download them from this site. http://www.sunbeltsoftware.com/Home-H...

Simply follow the 6 steps on the website to install the definitions after they've been downloaded.

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

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 Samantha,

Thank you for contacting technical support.

To allow this program to connect all you should need to do is the following:

Double click the Firewall icon in the bottom right hand corner of the screen near the clock which should bring up the Firewall Configuration screen.

Then click on the Network Security and it will show you a list of applications. If your torrent application is on that list, make sure it is being permitted. If it's not on the list, scroll to the bottom and look for "Any other application." Change the four settings for that option to "Ask Ask Ask Ask." This will gives you prompts or always ask for your permission for any other program not on this list.

Let us know if you have any further questions.

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 John,

Thank you for contacting technical support.

It sounds as though your previous copy of Vipre was improperly installed or in some way got damaged by another program. If you have any other antispyware or antivirus software on the computer, it's possible it could have prevented the Vipre services from starting. The most common solution is to simply reinstall Vipre which is exactly what you did.

If there are any further issues or concerns please notify us.

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 Dennis,

Thank you for contacting technical support.

It sounds as though there may be a corruption or damaged in the Vipre directory. I would suggest performing an uninstall and reinstall of Vipre.
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 do so.

1.Click start and click Run.
(VISTA: Click Start, type 'Run' in the search box, and click enter.)
2.Type 'C:' and then hit enter.
3. Please Double click on Documents and Settings, All Users, Application Data, Sunbelt Software.
Note: If you do not see these folders, you will have to enable hidden files and folders.
Click tools, and folder options.(VISTA: Click 'Organize' and click 'folder and search options.') Click view. Click on the circle that says 'View hidden files and folders.'
4. Please delete the 'Counterspy' or the ‘Vipre’ folder.

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

Hi Tassie,

I'm happy that I was able to clear that information up for you. One suggestion that I do have for you is to be sure to remove Norton AV from your desktop computer before installing Vipre. We recommend that if you're going to use Vipre, that you let it be the only anti-virus software on the computer, this is to avoid conflicts with other programs. Norton has a removal utility which can be found here. http://service1.symantec.com/Support/...

Let us know if there are any further questions. :)

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