JasonL's dashboard

JasonL replied on January 09, 2009 15:01 to the problem "Problem with automatic updates disabling every day!!" in Sunbelt Software:

Chris, turning off those services shouldn't affect the logs we need. If the updates get disabled again, just contact our support department and we'll take a look at your logs.

Thanks,
Jason Layman

JasonL replied on December 29, 2008 14:29 to the question "VIPRE sometimes fails to update defs" in Sunbelt Software:

ge0se,

I'm sorry for the problems. One of our update servers seems to be running slow at the moment. What update server you hit when you check for updates is random. Try checking for updates again, you may get a different server. Our IT department is currently working on the problem.

Regards,
Jason Layman

JasonL replied on December 19, 2008 14:54 to the question "VIPRE sometimes fails to update defs" in Sunbelt Software:

Jarhead,

Thank you for posting. Your satellite connection may be dropping packets. We can tell what exactly is going on by testing your connection to our server.

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 everything is working correctly, you should get a result status of 0% loss. If you have any packets that did not make it through, then something is filtering your connection or dropping packets, which may be a router or your ISP. If all the packets successfully made it through and you still have problems updating, then something on your computer may blocking VIPREs connection out to the internet such as another security program.

If you have any other questions, please let us know.

Regards,
Jason Layman

JasonL replied on December 15, 2008 21:01 to the problem "SPFW slow/killing file copying across windows network - please help" in Sunbelt Software:

Crobin,

SPF 4.6.1861 is the current version. After updating, are you still receiving the same problem? If so, can you send me this file; (C:\Program Files\Sunbelt Software\Personal Firewall\Config\IDSRules\icmp.rlk)

Sent it to support@sunbelt-software.com. Reference ticket number 001-00-258930 in the subject line of the email.

Regards,
Jason Layman

JasonL replied on December 15, 2008 18:13 to the problem "SPFW slow/killing file copying across windows network - please help" in Sunbelt Software:

Crobin,

Under the Logs & Alerts section, go to the NIPS tab at the bottom. Is anything being logged as blocked?

Regards,
Jason Layman

JasonL replied on December 12, 2008 22:17 to the problem "vipre not detecting/preventing viruses" in Sunbelt Software:

Seahawk1313,

I'm sorry for the problems. We will probably need more information regarding this particular threat. Can you please contact our support department at support@sunbelt-software.com with your system information. We'll be able to help you get this removed.

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 December 12, 2008 18:23 to the question "Risk definition update has failed" in Sunbelt Software:

Stanrich,

Are you running XP or Vista? If it's XP, make sure you are running the script from an admin account. If it's Vista, right click on the file and choose run as administrator.
If you need any further assistance, please contact our support department and we can look into what exactly is going on here. support@sunbelt-software.com or call, 877-673-1153.

Regards,
Jason Layman

JasonL replied on December 12, 2008 14:17 to the question "Vipre scan failed. Fails again and again." in Sunbelt Software:

Metal,

Can you please contact our support department with your system information. It looks like we will have to investigate this further.

System Inofrmation:

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's done, please attach this file to an email and send it to, support@sunbelt-software.com.

Regards,
Jason Layman

JasonL replied on December 12, 2008 14:13 to the question "Vista 64 Crash" in Sunbelt Software:

Dunning,

Please contact our support department at support@sunbelt-software.com or call, 877-673-1153 m-f, 9am-6pm est. It looks like we will have to investigate this further.

Regards,
Jason Layman

JasonL replied on December 11, 2008 14:36 to the question "Risk definition update has failed" in Sunbelt Software:

Stanrich,

It may be that your scripting files are out of date, or you don't have VB scripting enabled on that machine. Use the below links to download and install the most recent scripting updates for your operating system, then try running the definitions script again.

Microsoft Windows scripting file for Windows XP and 2000:

http://tinyurl.com/yu4xkf

Vista 32bit vbscript.dll reregister:

http://apollo.sunbelt-software.com/ih...

Regards,
Jason Layman

A comment on the question "Risk definition update has failed" in Sunbelt Software:

Thanks for the information Gonzalo! I'm sure there are a lot of people out there who have this same problem. :)

Regards,
Jason Layman – JasonL, on December 09, 2008 14:12

JasonL replied on December 08, 2008 18:41 to the problem "Virtumonde was not removed!" in Sunbelt Software:

x-coldbeer,

I'm sorry about the problems. If that happens again, just contact our support department at support@sunbeltsoftware.com, or call 877-673-1153, and we'll get it removed for you.

Regards,
Jason Layman

JasonL replied on December 05, 2008 14:12 to the question "Risk definition update has failed" in Sunbelt Software:

We have been making changes to some of our servers requiring them to go offline temporarily. These intermittent updating problems should be correctly shortly.

Regards,
Jason Layman

JasonL replied on December 01, 2008 19:53 to the question "History Cleaner Omission" in Sunbelt Software:

DeeDubya,

I found the Yahoo Browser site, so I think we are good. I'll go ahead and put this in as a feature request.

Regards,
Jason Layman

A comment on the question "Risk definition update has failed" in Sunbelt Software:

What error message are you getting? – JasonL, on December 01, 2008 19:43

A comment on the problem "VIPRE definition update fails" in Sunbelt Software:

Nicole,

Try checking for updates again. It should go through this time. There was a problem with the update server over the weekend.

~ Jason – JasonL, on December 01, 2008 19:40

A comment on the problem "VIPRE definition update fails" in Sunbelt Software:

Ralph,

Try the below script to reset your DNS settings. There may be an old beta entry left in there.

dnsflush script:
http://sunbelt-software.com/ihs/Flush...

Also, if you haven't already, reset your modem and router to clear out those DNS settings as well.

~ Jason – JasonL, on December 01, 2008 19:37

A comment on the problem "VIPRE definition update fails" in Sunbelt Software:

Gary,

The problem you are seeing is a bit different from Ralphs. If you check for updates again it should now indicate that you are up to date. – JasonL, on December 01, 2008 19:35

JasonL replied on December 01, 2008 15:23 to the question "Cannot send email in Outlook 2007" in Sunbelt Software:

Lawman,

I'm sorry for the email problems. If you turn off email scanning within VIPRE are you able to send emails?

Regards,
Jason Layman

JasonL replied on December 01, 2008 15:19 to the question "History Cleaner Omission" in Sunbelt Software:

DeeDubya,

At the moment the only web browsers supported under the history cleaner are, Internet Explorer, Firefox, and Safari. We'll see what we can do about adding Yahoo to the list. Can you provide us with the exact version of the Yahoo browser or toolbar you are using?

Regards,
Jason Layman