JasonL's dashboard

JV,

I put those suggestions in. Hopefully they will make it into the 4.0 release. :)

~ Jason

John69,

This should have been fixed in a NIPS rules update, but as you said, if they upgraded to 6.0/1 recently, we may have to change more around to get that added. Please contact our support department with your SPF logs so we can take a look at whats going on.

1. First open SPF

2. Then under overview select preferences, then export

3. A window will popup, select the logs folder, then at the bottom of the window to the right of file name type in spf4, and hit save.

4. Next run the utility below, if you get any warnings about Windows Scripting or a Zip program you will need to allow them in order to successfully use this utility.

5. Once the utility is finished it will place a zip file on your desktop, send this file to support@sunbelt-software.com.

SPF support Utility
http://www.sunbelt-software.com/suppo...

Regards,
Jason Layman

JV,

Thank you for posting. We have made a lot of significant changes to the scan engine since it's initial release. According to our testing, the rootkit detection should be back up and running again. However, each system is different and there could be something on the computer that we have not accounted for in our testing variables. If you are still having trouble with rootkit detection not working, please contact our support department so we can take a look into whats going on. support@sunbelt-software.com.

The only way to stop VIPRE from automatically checking out for definitions before each scan is to turn off the "Allow automatic Internet Access" feature within the VIPRE settings. However, by doing this, it will also disable the scheduled updates. I'll put in a feature request to see if we can change this around a bit. Also I'll put one in about the console opening on single file scans as well.

Regards,
Jason Layman

MNF,

Make sure you don't have any other security programs on the computer that monitor the registry. Specifically the Run portion that allows programs to load in with the Automatic status. If you do have another security program on there, temporarily disable them from starting up with the computer so you can narrow down the culprit. If the problem persists, please contact our support department at support@sunbelt-software.com.

Regards,
Jason Layman – JasonL, on February 16, 2009 14:34

Spudly,

The VIPRE history will show you when you have downloaded definitions and when you have downloaded new software. It will not however differentiate between the definitions and the vcore updates. It will list both of those under definitions.

For a list of what has been added to the most recent definitions, you can find it on the research section of our web site. (Below)

http://tinyurl.com/bmlmpv

On the right hand side if you click on "Show All Definitions" you can see what went out in each definitions release for the past few weeks.

Regards,
Jason Layman

Hey Spudly,

Thanks for posting.

We push out VIPRE definitions daily, sometimes twice a day. The VIPRE version is referring to the vcore, which is anything that has to do with scanning. This can be changed independently without having to do a complete software update. We actually have a vcore update going out shortly which will take care of some of the newer problematic threats that have been appearing recently. There is no set schedule for when we update the vcore, however it gets updated more frequently than the software version. For this, you wont notice any difference when receiving definitions besides the vcore version number changing.

When we update the software version, we have to repackage the installer and send it out in the update. When this happens, you will receive a prompt indicating that you have downloaded new software. From here you have the option to accept or deny the software update.

VIPRE will auto download the definitions, vcore and software updates, so you cant specifically change the way it downloads, but you do have to option to refuse the software update if you don't wish to update at that particular time.

We plan to release HotFix 3 in a few weeks which will fix more of the email problems and various other bugs in the program. I hope this answered all of your questions, if you have any other questions please feel free to contact us again.

Regards,
Jason Layman

It should be "ping -t updates.sunbelt-software.com" no quotes and there is a space after the -t.

~ Jason

Was it the scheduled scan that initiated the update at 10:00pm, or was it the regular auto update? Try setting the scan for a time when you are in front of your computer so you can see exactly what is happening when it tries to update the definitions before the scan.

We can also try pinging out update server to see if you are losing any packets. Go to Start > Run, type in "cmd" and hit Ok. Once in the command prompt type; "ping -t updates.sunbelt-software.com" then hit Enter. Let it run for about 30 seconds, then press Ctrl+C, to stop the process.

If you have any packets that did not make it through, then something is filtering or monitoring your connection. It should state that you have a 0% loss if everything is ok. – JasonL, on February 03, 2009 19:03

Wendy,

Try changing your scheduled scan time for something other than 1am, such as 4am. Also increase the auto update time to update more frequently so if a scan launches a definitions check, you will already be up to date. I think the problem is that many people do not change the default scheduled scan time, so our servers are getting bombarded at certain times causing the updates to fail. I've mentioned this to development and they are going to look into ways around this problem.

Let me know if you still experience these updating problems after changing these settings.

Regards,
Jason Layman

Wendy,

If you go into the VIPRE history, View > Manage Malware > View History, System tab, do you notice that the updates are failing at a certain time? The default auto scan time is set at 1am. Before VIPRE runs a scan it will check for updates. I believe this is where it may be failing.

~ Jason

Wendy,

There are only three different error messages that VIPRE can display when it encounters an updating error, so the message is probably not as specific as it should be. Every time an update occurs it will check to see if your software is up to date as well as your definitions, so if this fails, it would display an error with downloading the software as well.

Are you receiving this error when you manually update, or only when it auto updates at a certain time?

Regards,
Jason Layman

Hey Wendy,

It look like the link was cut off. Try the one below instead.

http://tinyurl.com/5pxcd3

Regards,
Jason Layman

Ross,

It looks like you're on the right track. There may be some interference with another program on your computer which is causing VIPRE not to run properly. Peter is our lead tech and should get you up and running. If it comes down to it, we may have to get ProcessMon logs so we can see what else is happening when VIPRE tries to load.

Regards,
Jason Layman

Ross,

What is the ticket number you have with support? I'll look into it for you.

Regards,
Jason Layman

Lets see if we can narrow it down to a specific area of the firewall.

In the firewall configuration, under the Web tab disable Filter Foreign Cookies. If that does not work, disable Web Filtering altogether.

Please let me know the result.

Regards,
Jason Layman

Gail,

Thank you for posting.

Please contact our support department with your System Information. We'll see if we can find out what's going on. The instructions for obtaining your System Information are below.

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 an email and send it to support@sunbeltsoftware.com.

Regards,
Jason Layman

Steve,

Thanks for posting.

If you disable the firewall, are you able to delete an email? If the problem remains, then we will have to look into other reasons this may be happening. If the problem goes away with the firewall disabled, we can try creating an exception for Outlook and the connections it uses for your Hotmail account. To do this, just follow the directions below.

To let that application through to the internet, we'll have to temporarily switch SPF to advanced mode so it can create a rule for the application.

Please open SPF. 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 Outlook and deleting a message from the Hotmail account. Notice SPF 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 to create a rule for this application, and then click the "PERMIT" button. Do this for each time you receive the message. Use the application as normal, and then exit the application.

SPF has now made a rule for this program. Go back into SPF 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. SPF is now back in Simple mode.

If creating an exception does not take care of the problem, just let me know.

Regards,
Jason Layman

Hi JerryZ,

This problem is due to the custom action that installs the drivers for SPF. In our next release of the stand alone version of the firewall, which the estimated release date is around Q4, we are removing all the VB scripting, so this error will be gone. We plan on releasing VIPRE v4 around Q3, which will have the updated firewall included in it. However the stand alone version wont come out until after VIPRE v4 is released, which will be SPF v5. In the meantime if we happen to find a workaround for the issue at hand, we will definitely let you know.

Regards,
Jason Layman

Carlo,

Can you please send us your System Information so we can look into this for you.

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 an email and send it to support@sunbeltsoftware.com.

Regards,
Jason Layman

Fisherman,

Our Support number is 877-673-1153, 9am - 6pm est. M-F. Alternatively, you can also email us at, support@sunbeltsoftware.com. Just contact us and we'll help you get this threat removed.

~ Jason