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JasonL replied on May 06, 2009 15:46 to the question "sbamui.exe gets application error on Vista" in Sunbelt Software:

Thanks for the information. I'll make sure our developers look into this.

Regards,
Jason Layman

JasonL replied on May 05, 2009 13:10 to the question "Automatic updates" in Sunbelt Software:

Andras,

Thank you for posting,

Unfortunately, at the moment the auto updates will only kick off at a minimum of 1 hour after your computer starts up. In future versions this will be changed to allow auto updates to fire off right when your computer starts up.

Regards,
Jason Layman

JasonL replied on April 30, 2009 21:15 to the question "Updates on port 80?" in Sunbelt Software:

Hello Scott,

Which product were you referring to?

Thanks,
Jason Layman

JasonL replied on April 16, 2009 13:47 to the problem "Your SBF FAQ is not up to date" in Sunbelt Software:

Hi Kerry,

Thanks for catching that. We'll get those changes added asap. Below are all the changes that went into SPF 4.6.1861.

* Significant improvement in packet filtering
* Significant improvement in network performance when web filtering is enabled.
* Enhanced Process Injection prevention to prevent code inject attempts into Windows system DLLs.
* Corrected numerous application crashes in the firewall service.
* Corrected various crashes in assist.exe
* Enabled support for Windows Vista
* Corrected issue in which binary data appeared in logs.
* Significant improvement in product stability.

Regards,
Jason Layman

JasonL replied on April 03, 2009 15:20 to the question ""Sunbelt Software Anti Malware Service stopped working and was closed"" in Sunbelt Software:

Hi Ben,

If VIPRE is still acting up, please contact our support department directly and we'll help you out.

Email: Support@sunbeltsoftware.com
Phone: 877-673-1153

Regards,
Jason Layman

JasonL replied on April 02, 2009 13:35 to the question ""Sunbelt Software Anti Malware Service stopped working and was closed"" in Sunbelt Software:

Hi Ben,

Was this for the Home version of VIPRE or the Enterprise version? Version 3.1.2711.0 is an enterprise version number.

For assistance with our enterprise products, we have a public VIPRE Enterprise Discussion Forum which is closely monitored by much of our VIPRE Enterprise team. It’s a place where valuable information is discussed between our customer’s and our staff. Topics like unforeseen environmental issues, workarounds, and fixes can all be found here. Customers who subscribe to this discussion forum will also be the first that are notified on product announcements in regards to software upgrades, threat definition updates, and features that will be added in future releases. Here is the link to subscribe to our forums.

http://www.sunbeltsoftware.com/Commun...

Regards,
Jason Layman

JasonL asked a question in Sunbelt Software on March 20, 2009 18:51:

VIPRE/CounterSpy v3 software update failing?

We have just release VIPRE and CounterSpy v3.1.2710! If anyone is experiencing problems updating please follow the below instructions to clear out the old version and reinstall to the most recent version.

Run the following utility to completely remove VIPRE/CounterSpy v3 from your system.

VIPRE/CounterSpy v3 Uninstaller:
http://tinyurl.com/dh7cre

The removal tool will prompt you for a reboot. Once the computer comes back up, download and install the latest version of VIPRE or CounterSpy from the links provided below.

CounterSpy v3.1.2710 Install:
http://tinyurl.com/c4uub3

VIPRE v3.1.2710 Install:
http://tinyurl.com/dh3ofz

For additional support please contact our support department at support@sunbeltsoftware.com.

Regards,
Jason Layman

JasonL replied on March 11, 2009 17:40 to the problem "Slow Startup after installing CounterSpy 3" in Sunbelt Software:

Avi,

It looks like we may need to look into this further, please contact our support department with your System Information file and we'll take a look at whats going on.

System Information:

Please go to Start/Run and type in "msinfo32" then click Ok. Now go to the File Menu and choose Save. Save this export to your desktop and call it system information. Once it is done, attach this file to your email to support.
support@sunbeltsoftware.com

Thanks,
Jason Layman

JasonL replied on March 11, 2009 17:13 to the problem "Slow Startup after installing CounterSpy 3" in Sunbelt Software:

Avi,

Once you take it out of msconfig, the service status shouldn't matter. When you reboot the computer CounterSpy won't startup until you put that check mark back into the startup section in msconfig.

~ Jason

JasonL replied on March 11, 2009 14:37 to the problem "Slow Startup after installing CounterSpy 3" in Sunbelt Software:

Avi,

Try taking SBAMTray out of the System Startup in "msconfig" as well.

Start > Run, type in "msconfig" and click Ok.

From here select the "Startup" tab, and ucheck the box next to SBAMTray.

Click Apply to save the changes and reboot the computer.

~ Jason

JasonL replied on March 10, 2009 13:29 to the problem "Slow Startup after installing CounterSpy 3" in Sunbelt Software:

Avi,

You shouldn't have to do anything else besides that. :)

~ Jason

A comment on the problem "Vipre conflict with Thunderbird" in Sunbelt Software:

Development is still looking into the TB problems. We have a test environment set up to try to reproduce some of these issues. As for the scans getting stuck, we may need to look into that further. Please contact our support department so we can figure out what exactly is causing this behavior. support@sunbeltsoftware.com

~ Jason – JasonL, on March 09, 2009 15:52

JasonL replied on March 09, 2009 15:18 to the problem "Problems with SPF & wireless network adapter" in Sunbelt Software:

Lester,

We may need to add both network adapters into the firewall, it may only be detecting only one for some reason, or this may be a problem with the NDIS filter in the new version. Can you please contact our support department with your system information and the SPF version you have installed? Support@sunbelt-software.com.

System Information:

Please go to Start/Run and type in "msinfo32" and click Ok. Now go to the File Menu and choose Save. Save this export to your desktop and call it system information. Once it is done, please attach this file to your email to support.

Regards,
Jason Layman

JasonL replied on March 09, 2009 15:07 to the problem "Slow Startup after installing CounterSpy 3" in Sunbelt Software:

Avi,

Are you disabling the CounterSpy service through Services? If you are, then change the startup type drop down box to "Manual" instead of disabled.

Regards,
Jason Layman

JasonL replied on March 09, 2009 14:48 to the question "Slow in loading" in Sunbelt Software:

Avi,

Unfortunately at the moment there is no option inside the CounterSpy or VIPRE program to disable it from starting up with your computer, but this has been added as a feature request for future versions.

However, there are a couple of alternate ways to disable CounterSpy/VIPRE or other programs from starting with your computer.

How to disable programs from starting up with your computer from "Services.":

1. Click on your "Start" menu then select "Run."

2. Type in "services.msc" then click "Ok."

3. In the window that opens find the service Named "CounterSpy Antispyware," or whatever service of the program you want to disable.

4. Right click on the service name and select "Properties." In here change the "Startup Type" drop down box to "Manual."

Click apply then restart the computer.

How to disable programs from starting up with your computer from "Msconfig."

1. Click on your "Start" menu then select "Run."

2. Type in "msconfig" then click "Ok."

3. Once inside the System Configuration Utility, select the "Startup" tab.

4. Scroll through the list and find "SBAMTray," or the startup process for the program you want to disable, then uncheck the box next to it.

5. Click "Ok" and reboot the computer when prompted.

Now the program should not auto run when you restart your computer..

Regards,
Jason Layman

JasonL replied on March 09, 2009 14:27 to the problem "28 Fev 2009 cause conterspy sbamsvc.exe use 100% cpu ....." in Sunbelt Software:

plgpat,

We found a VIPRE detection that was released in version 5024 that could, with some files, cause the CPU to run at 100% for very long periods of time, especially with Thunderbird users.

This detection problem was fixed in def version 5030, which was released Saturday March 7, 2009 in the evening.

If you are still experiencing high CPU usage after updating your definitions to 5030, please contact our support department so we can look into the problem further.

support@sunbeltsoftware.com

Regards,
Jason Layman

JasonL replied on March 09, 2009 14:21 to the problem "Vipre conflict with Thunderbird" in Sunbelt Software:

Sorry for the delay,

We found a VIPRE detection that was released in version 5024 that could, with some files, cause the CPU to run at 100% for very long periods of time.

This detection problem was fixed in def version 5030, which was released Saturday March 7, 2009 in the evening.

If you are still experiencing high CPU usage after updating your definitions to 5030, please contact our support department so we can look into the problem further.

support@sunbeltsoftware.com

Regards,
Jason Layman

JasonL replied on March 06, 2009 16:12 to the problem "HOTFIX 3 and GUI @ 100% CPU use" in Sunbelt Software:

Thanks Ty!

For those who see this post and are having a problem with the SBAMSvc.exe process spiking the CPU at %100, not the sbamui.exe process like in Ty's case, follow the instructions below to remedy this issue.

**These instruction only relate to the 5019 update. If you are experiencing high CPU usage on any version above 5019, please contact our support department so we can look into this issue further. support@sunbelt-software.com**

Since the CPU usage is high, and the computer probably very sluggish, we'll have to first disable the service.

1. Click start then run, and type in "services.msc" then click "Ok."

2. In the window that opens find the service Named "Vipre antivirus + Antispyware."

3. Right click on it and go to "Properties." In here change the "Startup Type" to "Disabled" and hit "Stop" to stop the service, then click apply.

4. Now navigate to the following folder, C:\Program Files\Sunbelt Software\VIPRE\Definitions

5. Delete the files named "cadd.vtd" and "cdel.vtd."

6. Restart your computer.

When your computer comes back up, everything should be back to normal. You can then go back into services and turn the VIPRE service back on.

Regards,
Jason Layman

JasonL replied on March 05, 2009 14:38 to the question "Build 5018 crashing VIPRE" in Sunbelt Software:

For those who continue to see high CPU usage even after a reinstall, follow the instructions below to remedy the issue.

Since the CPU usage is high, and the computer probably very sluggish, we'll have to first disable the service.

1. Click start then run, and type in "services.msc" then click "Ok."

2. In the window that opens find the service Named "Vipre antivirus + Antispyware."

3. Right click on it and go to "Properties." In here change the "Startup Type" to "Disabled" and hit "Stop" to stop the service, then click apply.

4. Now navigate to the following folder, C:\Program Files\Sunbelt Software\VIPRE\Definitions

5. Delete the files named "cadd.vtd" and "cdel.vtd."

6. Now restart your computer.

When your computer comes back up, everything should be back to normal. You can then go back into services and turn the VIPRE service back on.

Regards,
Jason Layman

JasonL replied on March 03, 2009 14:46 to the question "Build 5018 crashing VIPRE" in Sunbelt Software:

Hey Everyone,

I'm sorry about the problems. The high CPU issue is due to a major change in the definitions calculations, where we are switching over to a new detection method. Unfortunately, the switch takes awhile to perform. We have since pulled this update until we find a better way of updating to the new system.

If you are currently receiving persistent high CPU usage, you can do a full Definitions Update to wipe out all old defs and upgrade you to the new ones.

or, you can revert your definitions back to 5018 by following the link below.

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

or, you can uninstall and reinstall the program, which will also revert your definitions back to a previous version.

Again, I'm sorry for the problems. We are working hard to get everything back to normal.

Regards,
Jason Layman