Jacob's dashboard

Thanks for posting sorry for any confusion.
It is called the Counterspy and Vipre Cleaner Tool.

First please click the link below to clean out any of the files that may be left behind from any previous installs of Counterspy.

Click Save File when prompted

From the Save As screen select Desktop from the drop-down menu

Click Save the program will download

When the download has completed you will get a pop-up window.

Click Run when prompted

There will be a window pop up to Reboot

Click OK to reboot the computer.

CS Cleaner Tool:

http://www.sunbelt-software.com/support/VC/CS&VClean.exe
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Now that the computer has rebooted please reinstall the program from the following directions

Downloading Counterspy 3:

1. Click on the following link to install Counterspy:
http://www.sunbelt-software.com/support/VC/CSC_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.

6. Please wait while the install shield wizard loads.

Installation Wizard:

1. Welcome to the installation wizard for Sunbelt CounterSpy. Click next.

2. Click on the circle next to "I accept the terms in the license agreement" and click next.

3. It will ask “Do you want to change the folder location of counterspy?” Just click next.

4. Next you will see a window that says ready to install the program. Click install.

5. When counterspy is done installing it will say Finished, Click finish.

6. Please double click on the counterspy icon on your desktop. It looks like an orange C with a grey S in the middle.

Getting started:

1. The first screen you will see is the Welcome to the Counterspy Setup Wizard window. Choose next.

2. Next you will receive a screen that says Internet Access and Proxy Servers. Please click next if you do not connect through a proxy server.

3. Next, you will receive a screen that says Update Now and Automatic Updates.

a. Update now. Click Check for Updates. Once the updates downloaded, please move on to b.

b. Automatic Internet Access. Please check Allow Automatic Internet Access and move on to c.

c. Automatic Updates. Check the box that says Automatically check for updates. Select every 2 hours.

4. Click next.

5. Next you will receive a screen that says Active Protection. Check Enable Active Protection, Select medium and click Next.

6. Next you will receive a pop up that tells you to look for any other real-time protection software running. Click OK

7. Next you will receive a screen that says ThreatNet Community. Please leave both box’s checked and click Next.

8. Next you will receive a screen that says Scan Schedule Check I want to review... , and leave Make up missed scans.... unchecked. Click Next.

9. Next, you will receive a screen that says Windows Integration.

a. Windows Security Center. Check Integrate Counterspy info Windows Security Center. Please move on to b.

b. Windows Defender. Please check Disable windows Defender if it is not grayed out. If it is grayed out, just hit Next.

10. Next, you will receive a screen that says Activate and Register Counterspy. Click, I want to activate...

11. Please enter your First and last name, along with your email address.

12. Next, you will receive a screen that says The Counterspy Setup Wizard is complete. Click Finish.

Thank you for posting!
I am sorry to hear about this problem.
If you are not able to view any of the Vipre Extensions please try reinstalling from the administrator account on this computer. If you are using Windows Vista please right click the .exe installer and run as administrator. If the problem remains after reinstall please email us here at support@sunbeltsoftware.com with a brief discription of the problem so that we can open a support ticket for you.

Thank you for posting!

To create a desktop icon to the configuration menu got to Start>All Programs>Sunbelt Software>Firewall>Firewall Submenu>Click the Firewall Configuration Icon 1 time and hold it down and then drag your mouse out to the desktop and let it go. This should create a new icon on your desktop. You will also have a tray icon in the bottom right hand corner of your screen you can double click this icon to bring up the configuration interface or right click the tray icon for shortcut menu options.

Please let me know if I can be of any further assistance.

Thank you for your post!

Yes you can transfer Counterspy to your new laptop. Please make sure to uninstall from the old computer first and then please use the following directions to install Counterspy. If you need to upgrade your license so that you can use this on more then one machine then please send an email to onlineshop@sunbeltsoftware.com and they will be more then happy to fulfill your request.

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Now that the computer has rebooted please reinstall the program from the following directions

Downloading Counterspy 3:

1. Click on the following link to install Counterspy:

http://www.sunbelt-software.com/support/VC/CSC_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.

6. Please wait while the install shield wizard loads.

Installation Wizard:

1. Welcome to the installation wizard for Sunbelt CounterSpy. Click next.

2. Click on the circle next to "I accept the terms in the license agreement" and click next.

3. It will ask “Do you want to change the folder location of counterspy?” Just click next.

4. Next you will see a window that says ready to install the program. Click install.

5. When counterspy is done installing it will say Finished, Click finish.

6. Please double click on the counterspy icon on your desktop. It looks like an orange C with a grey S in the middle.

Getting started:

1. The first screen you will see is the Welcome to the Counterspy Setup Wizard window. Choose next.

2. Next you will receive a screen that says Internet Access and Proxy Servers. Please click next if you do not connect through a proxy server.

3. Next, you will receive a screen that says Update Now and Automatic Updates.

a. Update now. Click Check for Updates. Once the updates downloaded, please move on to b.

b. Automatic Internet Access. Please check Allow Automatic Internet Access and move on to c.

c. Automatic Updates. Check the box that says Automatically check for updates. Select every 2 hours.

4. Click next.

5. Next you will receive a screen that says Active Protection. Check Enable Active Protection, Select medium and click Next.

6. Next you will receive a pop up that tells you to look for any other real-time protection software running. Click OK

7. Next you will receive a screen that says ThreatNet Community. Please leave both box’s checked and click Next.

8. Next you will receive a screen that says Scan Schedule Check I want to review... , and leave Make up missed scans.... unchecked. Click Next.

9. Next, you will receive a screen that says Windows Integration.

a. Windows Security Center. Check Integrate Counterspy info Windows Security Center. Please move on to b.

b. Windows Defender. Please check Disable windows Defender if it is not grayed out. If it is grayed out, just hit Next.

10. Next, you will receive a screen that says Activate and Register Counterspy. Click, I want to activate...

11. Please enter your First and last name, along with your email address.

12. Next, you will receive a screen that says The Counterspy Setup Wizard is complete. Click Finish.

Hello Ken I am sorry to hear that it will not install.

Please try installing version 4.5 this version is still fully supported and will make sure that you are protected.

Please send your install logs to us at Support@sunbeltsoftware.com please put SPF-289098 in the subject line of the email.

I would like to get a log file from you for the installation so I can help our developers solve this problem,

Please click start, then run and type in %temp% and click ok.

A folder will open, please find the the file named
SunbeltPersonalFirewallInstaller and send it to me as an attachement.

SPF 4.5 Installer: http://www.sunbelt-software.com/suppo...


Please reply via email with the logs, I will contact you back by email as soon as I have more information.

I am sorry to hear this Ken- I just want to confirm it will install in simple mode but it will not install in advanced mode? If you can get the firewall to install in simple mode please do so.

The firewall can be switched to advanced mode once installed. Here are the directions to switch the firewall into advanced mode and have it ask to set up rules for your applications.

To get Sunbelt Personal Firewall to let applications on to the Internet, we'll have to temporarily switch Sunbelt Personal Firewall to advanced mode so it can create a rule for your applications.

Please open Sunbelt Personal Firewall. You can do that by double-clicking the purple shield icon, which is in the bottom-right of your screen, near the system clock.

Then, click the Network Security tab, found on the left. Now on the right you'll see a list of applications. Find the one called "Any other application."

Click each of the 4 columns until the columns read ASK ASK ASK ASK. Then click the Apply Button.

Now, try running all your Internet programs now. Notice Sunbelt Personal Firewall will pop up with a dialog box that asks you to click "PERMIT" or "DENY" to an application. Be sure to CHECK the checkbox above these choices so you can make a rule for this application, and then click the "PERMIT" button. Do this for each time you receive the message. Use your programs as normal for a few minutes until you are sure you've got every program setup.

Sunbelt Personal Firewall has now made a rules for these programs. Go back to Sunbelt Personal Firewall where we were and change "Any Other Application" back so they read in this order: DENY PERMIT DENY PERMIT by clicking each of the 4 columns until they are changed to those values, then click Apply.

Sunbelt Personal Firewall is now back in Simple mode, and you have successfully permitted your programs on to the Internet.

This can be switched back and forth between advanced mode and simple mode anytime that you need to and this is the only difference between the two modes.

If I can be of any further assistance please let me know.

Thank you for your post!
I am sorry to hear about this issue with the firewall.

Please try running this cleaner tool and then reinstalling once again.
http://http://www.sunbelt-software.com/support/SPF/spfclean.exe

Please download the installer for the firewall to your desktop before installing.
http://www.sunbelt-software.com/suppo...


Make sure that you are logged in to the administrator account. If you are using Windows Vista please make sure to right click on the installer icon and select Run as Administrator.

If the problem continues please reply with the following info so that I may better assist.

What version of Windows are you running, and which Service Pack?
(98, ME, NT, 2000, XP, Vista)

What version of Sunbelt Personal Firewall are you running, current version is 4.6.1861
(Right-Click on the firewall shield by your system clock / choose About)

I'm sorry that you are having difficulty removing this/these malware threat/threats from your computer.

Please email us here at support@sunbeltsoftware.com with Vipre-288367 in the subject line so that we can reference your ticket. Please use the info below to gather the logs that we will require to better assist. Also please include a brief discription of the problem including any error messages that you may have received while doing the safe mode scan.

First please open Vipre> Click Help>About and confirm that you are on the most current version 3.1.2710 and make sure that your are on the most current risk definitions: 5111 (Apr 24, 2009).

If you are not then Vipre will need to be updated and we will need to run the scan again. If you are please proceed with the following instructions:

I would like to get some diagnostic logs from your installation of Vipre.

1. First open VIPRE by double clicking on the Counterspy 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://www.sunbelt-software.com/suppo...

You will be asked for your support ticket number. Your ticket# 288367

Please attach this file to your reply email.

Please download this tool from one of the links below and save it to your desktop:

http://oldtimer.geekstogo.com/OTViewI...

http://download.bleepingcomputer.com/...

Temporarily disable antimalware programs to prevent its interference with running of OTViewIt.exe

Double click OTViewIt.exe to run. (If running Vista please right click & choose "run as administrator")

Allow to run if you get a security prompt.

Leave "use whitelist" ON

Checkmark "Scan all users"

Leave "file age" at 30 days.

Click "run scan"

When done, it will have produced 2 logs in same folder you saved OTViewit.exe to. (should be on desktop)

These logs you can close.

Please send both logs to me. (OTViewIt.txt & Extras.txt)

Because researching how to remove a malware threat or variant of an existing one takes time, it may be a couple of days before we are able return to you with a solution. During this period of time, we recommend that you maintain the most recent threat definitions and continue to run scans. It is possible that between the time you submit this issue to us and the time we have a solution for you, this malware threat may have been corrected in our threat database which will then be able to be removed with another Vipre scan.

Eric please make sure that you are scanning in regular safe mode with out networking- If you are in safe mode you should not be able to connect to the internet. If you are connected from another computer, and the infected machine is now scanning in safe mode then we are on the right track. The infection may have been loading processes and preventing itself from being removed. The safe mode scan will make sure that it can not do this and should be fully cleaned after this scan. If it is not then please let me know and reply with your email address. I will then send you instructions on how to pull the logs that we will need to further assist.

Thank you for posting!
Please first make sure that you are on the most current definitions for todays date. Then please reboot your system into Windows Safe Mode and run a full deep scan of your computer. This will make sure that there are no other processess running on your machine while Vipre is scanning and cleaning.

Windows XP/Vista

If Windows XP/Vista is the only operating system installed on your computer, booting into Safe Mode with these instructions.

* If the computer is running, shut down Windows, and then turn off the power
* Wait 30 seconds, and then turn the computer on.
* Start tapping the F8 key. The Windows Advanced Options Menu appears. If you begin tapping the F8 key too soon, some computers display a "keyboard error" message. To resolve this, restart the computer and try again.
* Ensure that the Safe mode option is selected.
* Press Enter. The computer then begins to start in Safe mode.
* When you are finished with all troubleshooting, close all programs and restart the computer as you normally would.

Once the scan has completed simply clean the threats and reboot your computer normally.

If I can be of any further assistance please let me know.

Thank you for posting Frank!

I am sorry to hear about this problem.

If you could please answer some questions so I can better assist you.

What version of Windows are you running, and which Service Pack?
(98, ME, NT, 2000, XP, Vista 32 bit, Vista 64 bit)

What version of Sunbelt Personal Firewall are you running, current version is 4.6.1861
(Right-Click on the firewall shield by your system clock / choose About)

Are you receiving any errors or error codes when you try and enter your registration key?

Did any thing change on your machine prior to this error occuring?

Hello Erwin,
Thank you for posting!

To get Sunbelt Personal Firewall to let applications on to the Internet, we'll have to temporarily switch Sunbelt Personal Firewall to advanced mode so it can create a rule for your applications.

Please open Sunbelt Personal Firewall. You can do that by double-clicking the purple shield icon, which is in the bottom-right of your screen, near the system clock.

Then, click the Network Security tab, found on the left. Now on the right you'll see a list of applications. Find the one called "Any other application."

Click each of the 4 columns until the columns read ASK ASK ASK ASK. Then click the Apply Button.

Now, try running all your Internet programs now. Notice Sunbelt Personal Firewall will pop up with a dialog box that asks you to click "PERMIT" or "DENY" to an application. Be sure to CHECK the checkbox above these choices so you can make a rule for this application, and then click the "PERMIT" button. Do this for each time you receive the message. Use your programs as normal for a few minutes until you are sure you've got every program setup.

Sunbelt Personal Firewall has now made a rules for these programs. Go back to Sunbelt Personal Firewall where we were and change "Any Other Application" back so they read in this order: DENY PERMIT DENY PERMIT by clicking each of the 4 columns until they are changed to those values, then click Apply.

Sunbelt Personal Firewall is now back in Simple mode, and you have successfully permitted your programs on to the Internet.

If I can be of any further assistance please let me know.

Thank you for posting Mark!
I am sorry to hear about this problem with Vipre.
Please email us here at support@sunbeltsoftware.com so that we can open a support ticket for you.

I am sorry Jim this is not a common problem and it should not be doing this on your machine. If a reinstall does not fix the problem then please email us here at support@sunbeltsoftware.com we may need to gather some diagnostic logs so that we can better assist.

Thank you for posting David!

First please click the link below to clean out any of the files that may be left behind from any previous installs of Counterspy.

Click Save File when prompted

From the Save As screen select Desktop from the drop-down menu

Click Save the program will download

When the download has completed you will get a pop-up window.

Click Run when prompted

There will be a window pop up to Reboot

Click OK to reboot the computer.

CS Cleaner Tool:
http://www.sunbelt-software.com/support/VC/CS&VClean.exe

---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Now that the computer has rebooted please reinstall the program from the following directions

Downloading Counterspy 3:

1. Click on the following link to install Counterspy:
http://www.sunbelt-software.com/support/VC/CSC_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.

6. Please wait while the install shield wizard loads.

Installation Wizard:

1. Welcome to the installation wizard for Sunbelt CounterSpy. Click next.

2. Click on the circle next to "I accept the terms in the license agreement" and click next.

3. It will ask “Do you want to change the folder location of counterspy?” Just click next.

4. Next you will see a window that says ready to install the program. Click install.

5. When counterspy is done installing it will say Finished, Click finish.

6. Please double click on the counterspy icon on your desktop. It looks like an orange C with a grey S in the middle.

Getting started:

1. The first screen you will see is the Welcome to the Counterspy Setup Wizard window. Choose next.

2. Next you will receive a screen that says Internet Access and Proxy Servers. Please click next if you do not connect through a proxy server.

3. Next, you will receive a screen that says Update Now and Automatic Updates.

a. Update now. Click Check for Updates. Once the updates downloaded, please move on to b.

b. Automatic Internet Access. Please check Allow Automatic Internet Access and move on to c.

c. Automatic Updates. Check the box that says Automatically check for updates. Select every 2 hours.

4. Click next.

5. Next you will receive a screen that says Active Protection. Check Enable Active Protection, Select medium and click Next.

6. Next you will receive a pop up that tells you to look for any other real-time protection software running. Click OK

7. Next you will receive a screen that says ThreatNet Community. Please leave both box’s checked and click Next.

8. Next you will receive a screen that says Scan Schedule Check I want to review... , and leave Make up missed scans.... unchecked. Click Next.

9. Next, you will receive a screen that says Windows Integration.

a. Windows Security Center. Check Integrate Counterspy info Windows Security Center. Please move on to b.

b. Windows Defender. Please check Disable windows Defender if it is not grayed out. If it is grayed out, just hit Next.

10. Next, you will receive a screen that says Activate and Register Counterspy. Click, I want to activate...

11. Please enter your First and last name, along with your email address.

12. Next, you will receive a screen that says The Counterspy Setup Wizard is complete. Click Finish.

Please let me know if you need any further assistance.

I am glad you where able to determine and fix the problem on your machine. Thank you for letting me know Jim. You might also try reinstalling Vipre to see if this helps correct the problem.

Thank you for your post!
I am sorry to hear about this problem.

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

Please let me know if you need any further assistance.

Thank you for posting!

I am sorry to hear about this problem.
We should be able to see both of the systray icons.
First let's make sure that the icon isn't just hidden. If there is a button with an arrow next to the icons in the system tray click on that and see if the Vipre icon was hidden.
If the icon isn't there check and see if the SBAMTray.exe is listed in process in your task manager. If not, click on start/all programs/sunbelt software/Vipre and relaunch Vipre.
If that doesn't work, something may have blocked the tray icon from launching. doing a reinstall would normally correct that.

I am sorry to hear that the BSOD problem persists. This is usually caused by a conflicting driver. If you do not have any other security programs installed that may be conflicting please follow the instuctions below to create a crash dump so that we can better assist. Please reply to us via email at support@sunbeltsoftware.com with Vipre Ticket# 287185 in the subject line.

1. Install Debugging Tools for Windows 32-bit Version. This can be downloaded here:
http://msdl.microsoft.com/download/symbols/debuggers/dbg_x86_6.9.3.113.msi

2. Once you have the tools installed, open VIPRE and disable Active Protection. This is very important!

3. Now open a Command Prompt. Start > Run. Type in "cmd" and hit Ok.

4. Navigate to the install path of Debugging tools for windows. Type in "cd c:\Program Files\Debugging Tools for Windows (x86)" without the quotes.

5. Now type in "cscript ADPlus.vbs -crash -quiet -NoDumpOnFirst -pn SBAMSvc.exe -o c:\Vipretemp" without the quotes. This will hook the debugger into the service.

6. Now reproduce the error with VIPRE and wait for it to crash.

Once SBAMSvc.exe crashes the memory dump will be created in c:\Vipretemp.

7. Go into c:\Vipretemp, right click on the "Crash Mode" folder and select "Add to Zip"

8. To upload the files to our FTP server, go to Start > Run, then type in the below line.

ftp.sunbeltsoftware.com/supportlogs/consumer

A window should open up. Just drag and drop the “Crash Mode.zip” file into this window. It may take awhile to transfer as the file is going to be pretty large.