jasonc's dashboard

jasonc replied on May 15, 2009 14:39 to the question "Vipre Ent failing to update client definitions" in Sunbelt Software:

Hi Paul,

Are you behind a proxy server? If so, be sure to enter your proxy configuration data under "Configuration" -> "Proxy Server Settings" and then try forcing an update again.

If you are not behind a proxy server, see if you can browse to the following URL from your VIPRE server:

http://updates.sunbeltsoftware.com/sp...

If successful, you will see a blank page. If not, you should see the 403 error again.

Should you require further assistance, please contact us at +1.877.673.1153 or via email at support@sunbeltsoftware.com so that we can have a technican work directly with you. If contacting us via email, please be sure to include your name, company you represent, version number, telephone number, and email address.

I hope this information is helpful.

Best regards,
Jason

jasonc replied on May 06, 2009 20:38 to the problem "Update 5003 - SBAMsvc.exe clocks 100% CPU utilisation" in Sunbelt Software:

Thank you for the update, Jen. I'd like to have one of our support technicians work with you directly to determine what's causing this situation. Please contact us at +1.877.673.1153 or via email at support@sunbeltsoftware.com to have a support ticket created. If contacting us via email, please be sure to include your name, company you represent, and telephone number.

We look forward to hearing from you soon.

Best regards,
Jason

jasonc replied on May 06, 2009 14:09 to the problem "Update 5003 - SBAMsvc.exe clocks 100% CPU utilisation" in Sunbelt Software:

Hi Jen,

Thank you for your post. Please verify that your agents are running v3.1.2744. In addition, please set your agent logging level to "Error" if it not already on this setting. You can find this setting in each policy under the "Agent Settings" tab and locating the "Logging Level" field.

Please let us know if this helps to correct the situation.

Best regards,
Jason C.
Tier III Enterprise Support Technician
Sunbelt Software

jasonc replied on April 20, 2009 20:15 to the question "VPE Server & Console on VMWare Virtual Server?" in Sunbelt Software:

Thank you for the detailed description. I wanted to let you know that we have identified a memory leak in the 3.1.2711 agent, which will be corrected in Hotfix 4. A beta of Hotfix 4 currently available, which will correct this situation.

The beta version indeed solves the memory leak problem. The only difference between the beta version and the released version is that the released version will report that a reboot is required.

If you are having any slowness issues with servers or desktop machines, we recommend that you install this Hotfix.

There are two methods to implement this fix.

1. You can download the .msi install file and deploy it via policy. (Agent reboot REQUIRED)

2. You can download two files and manually copy them into the required directory. (Agent reboot recommended)

To download the .msi install file for VIPRE, click the following link:
http://www.sunbeltsoftware.com/suppor...

To download the .msi install file for CounterSpy, click the following link:
http://www.sunbeltsoftware.com/suppor...

To download the two files, click on the following link:
http://www.sunbeltsoftware.com/suppor...

Full directions on how to install each method are available in the zip files.

We hope that this information is helpful. Please let us know if this helps to correct your situation.

Thank you.

jasonc replied on April 20, 2009 19:30 to the question "VPE Server & Console on VMWare Virtual Server?" in Sunbelt Software:

Hello,

Thank you for your question. We indeed have numerous users who successfully run both the VIPRE Enterprise console and agents on virtual servers.

You mentioned that you were experiencing numerous problems - are these problems performance related? If not, please describe the situation you're experiencing so that we can further assist.

We look forward to your response. Thank you.

jasonc replied on April 20, 2009 13:46 to the problem "Is there a patch or solution for SBAMsvc.exe consuming all resources?" in Sunbelt Software:

Hello,

We have identified a memory leak in the 3.1.2711 agent, which will be corrected in Hotfix 4. A beta of Hotfix 4 currently available, which will correct this situation.

The beta version solves the memory leak problem. The only difference between the beta version and the released version is that the released version will report that a reboot is required.

If you are having any slowness issues with servers or desktop machines, we recommend that you install this Hotfix.

There are two methods to implement this fix.

1. You can download the .msi install file and deploy it via policy. (Agent reboot REQUIRED)

2. You can download two files and manually copy them into the required directory. (Agent reboot recommended)

To download the .msi install file for VIPRE, click the following link:
http://www.sunbeltsoftware.com/suppor...

To download the .msi install file for CounterSpy, click the following link:
http://www.sunbeltsoftware.com/suppor...

To download the two files, click on the following link:
http://www.sunbeltsoftware.com/suppor...

Full directions on how to install each method are available in the zip files.

We hope that this information is helpful in correcting this situation.

Thank you.

jasonc replied on April 17, 2009 22:40 to the question "Vipre Enterprise Agent inactive on Terminal Server" in Sunbelt Software:

That's a very good question. You can just uninstall the agent either via add/remove programs, or by right clicking the terminal server in the agent catalog and selecting "Uninstall Agent." A third option is to run the MSI package on the server, which will prompt you to remove the existing agent and reboot. After the reboot, you can go ahead and run the MSI package again to do a fresh agent install.

Please keep us posted.

jasonc replied on April 17, 2009 22:29 to the question "Vipre Enterprise Agent inactive on Terminal Server" in Sunbelt Software:

Hello,

The VIPRE Enterprise agent is indeed supported on Server 2003 Terminal Server environments.

When installing agents on a terminal server, please be sure that the server is in install mode by running the following commands:

CHANGE USER /INSTALL (This invokes install mode, which you want to run before installing software)

CHANGE USER /EXECUTE (Enable execute mode, which you want to run when the installation is complete)

It is strongly recommended that you create an MSI deployment package and install the agent at the server, instead of a push/pull deployment. You can easily create the MSI package by right-clicking your terminal server in the agent catalog and selecting Deploy -> Next -> Deployment Package -> Windows Installer MSI -> and complete the wizard. Once finished, run the CHANGE USER /INSTALL command, run the MSI package, and then CHANGE USER /EXECUTE. Please note that a server reboot will be required.

Please let us know if this helps correct the issue.

jasonc replied on April 16, 2009 23:27 to the problem "agent not functioning" in Sunbelt Software:

Hi Joel,

I'm sorry to hear that you're experiencing this situation with the agent. We will need to collect and review additional logging data so that we can expedite a resolution.

Please contact our technical support group at your earliest convenience. We can be reached at 877-673-1153 or via email at support@sunbeltsoftware.com . If contacting us via email, please be sure to include your name, company, telephone number, product version, and operating systems of your server and agent machine. One of our technicians will be glad to assist.

We look forward to hearing from you soon.

Thank you.

jasonc replied on April 15, 2009 21:27 to the question "SNSI scans will not run" in Sunbelt Software:

Hello,

I would like to have one of our support technicians work with you and take a closer look at this situation. Please contact us at 877-673-1153 x500 or via email at support@sunbeltsoftware.com to open a support ticket.

If you choose to contact us via email, please provide us with your company name, telephone number and email address.

We look forward to hearing from you soon.

Thank you.

jasonc replied on April 15, 2009 21:01 to the question "Vipre Ent failing to update client definitions" in Sunbelt Software:

John,

Thank you for trying these steps. I would like to have one of our support technicians work with you and take a closer look at this situation. Please contact us at 877-673-1153 x500 or via email at support@sunbeltsoftware.com to open a support ticket. We are available Monday through Friday from 9:00am-6:00pm EDT.

If you choose to contact us via email, please provide us with your company name, telephone number and email address.

We look forward to hearing from you soon.

Thank you.

jasonc replied on April 15, 2009 17:05 to the problem "Vipre Enterprise Push/Pull failing" in Sunbelt Software:

Marcel,

I'm sorry to hear that you're still experiencing this situation. If you're able to telnet back on port 18082, access the C$ share on the agent machine from the server, and simple file sharing has been disabled, it may be possible that the deployment period is timing out. You can easily adjust this in the enterprise console by going to Configuration -> Change Advanced Settings -> and increasing the "Deployment timeout value" field. If this is at the default level of 120 seconds, try increasing it to 300 and then redeploy.

Please let us know if this helps to correct the situation. If this does not help, I would like to have one of our support technicians work with you to expedite a resolution. We can be reached at 877-673-1153 x500 or via email at support@sunbeltsoftware.com

We look forward to hearing from you soon.

Thank you.

jasonc replied on April 15, 2009 16:57 to the question "Vipre Ent failing to update client definitions" in Sunbelt Software:

John,

Be sure that TCP ports 18082 and 18086 are both open on the server experiencing this situation. In many cases, the Windows Firewall restricts traffic until an exclusion is made.

A quick way to test communication from the target server is via the telnet command. From a command prompt on the target server, type the following and press enter:

telnet vipreservername 18082

You should see a blank screen with a flashing cursor, which indicates that communication is allowed.

Please let us know if this helps.

Thank you.

jasonc replied on April 08, 2009 01:08 to the problem "Vipre Enterprise Push/Pull failing" in Sunbelt Software:

Hi Marcel,

If you are experiencing trouble with agent deployment, please ensure that the account being used to login to the console meets the following criteria:

1. Make sure that the target machine is turned on and that you have administrative rights to that machine. To test this, be sure that you can browse from your VIPRE Enterprise server to \\agentmachinename\c$ without being prompted for credentials.

2. Make sure that “Simple File Sharing” is turned off on the target machine (XP: Open My Computer -> Tools -> Folder Options -> View Tab -> Remove checkmark beside “Use simple file sharing”)

3. Make sure that the Windows Firewall Service (or any other firewall software such as Zone Alarm) is allowing TCP traffic on ports 18082 and 18086. For troubleshooting purposes, you may also temporarily stop and disable the Windows Firewall Service.

4. Verify that you can telnet from the target pc to the server on port 18082. Here is how to telnet:

From the command prompt on the agent machine, type:

telnet <servername> 18082 (without the brackets).

If you do not receive a flashing cursor when running the above command, you most likely have something blocking outgoing traffic on this port, and will need to allow a connection before you can deploy the agent. This is most often a software firewall.

I hope that this information is helpful.
</servername>

jasonc replied on April 08, 2009 01:03 to the question "Can SNSI report data be exported to file formats other than PDF?" in Sunbelt Software:

Unfortunately, SNSI report data can only be displayed in PDF format at this time. Also, we do not have a database schema available at this time.

On a positive note, I have submitted this information as a feature request to our product management team for consideration in a future release of SNSI.

Thank you very much for your interest in our products.

jasonc replied on April 07, 2009 17:16 to the question "How can I push an agent to a Windows XP workstation on a different network/domain?" in Sunbelt Software:

We would like to take a closer look at your diagnostic logs and configuration settings to help expedite a resolution. Please contact our support lines at 877-673-1153 or via email at support@sunbeltsoftware.com and we will have a ticket created for you. We look forward to hearing from you soon.

Thank you.

jasonc replied on March 27, 2009 19:20 to the question "remote console logon error" in Sunbelt Software:

Sean,

Please be sure that you are on our latest version of the enterprise server, which is 3.1.3004. This applies to both the server location, as well as the remote management console that you've installed on your workstation.

A couple of other things to check for are:

1. Be sure that the "Server" field points to your VIPRE Enterprise server. You may want to try the server's IP address if the machine name is already entered.
2. Verify that your Windows/AD credentials are correct in the username, password and domain fields.
3. Try checking the "Use Windows Auth" box.

If these steps do not help resolve this situation, please contact us at 877-673-1153 between 9am-6pm Eastern time Monday through Friday, and one of our support technicians will be glad to assist. You may also open a support ticket by emailing support@sunbeltsoftware.com

Best regards,
Jason