Mike Williams's dashboard

Mike Williams replied on October 09, 2009 18:38 to the question "With VIPRE installed laptop comes out of hibernation and starts up by itself" in Sunbelt Software:

Thank you for posting.

We have moved our official forums. For assistance please visit our support forum at

http://supportforums.sunbeltsoftware.com

I apologize for the inconvenience.

Mike Williams replied on October 08, 2009 21:29 to the question "Problem with VIPRE deleting/uninstalling files" in Sunbelt Software:

Hi Steve,

Thank you for posting. I apologize for any delay in answer. We have moved our official forums. For assistance please visit our support forum at

http://supportforums.sunbeltsoftware....

I apologize for the inconvenience.

A comment on the question "Generic MBR rootkit question" in Sunbelt Software:

Hi John,
We have discovered that this Generic MBR root kit appears when Vipre is scanning a section of the hard drive that has been encrypted by back up software such as Goback.
We are working on a way to get around this notification and should have it corrected soon. – Mike Williams, on May 06, 2009 14:04

Mike Williams replied on April 27, 2009 13:36 to the question "Please refund my purchase price for the Firewall product." in Sunbelt Software:

Hi John,

Thank you for posting. I'm sure we can help you get the program operating correctly. If you would like to work on it, please contact us in support at support@sunbelt-software.com

Mike Williams replied on April 22, 2009 18:14 to the question "No Icon in the system tray" in Sunbelt Software:

Hi Jim,

Thank you for posting the information. I'll bring this up to the development team.

Mike Williams replied on April 06, 2009 14:50 to the problem "Vipre Update / Install Issue" in Sunbelt Software:

Hi Storm,

Thank you for posting. I'm glad to hear that the updates sorted themselves out. I apologize for the delay in response. I will be looking into this matter and see where some improvements can be made.

A comment on the problem "I have renewed my iHateSpam, but it is not accepting it." in Sunbelt Software:

Hi Kim,
thank you for posting. the utility will work for the 4.0.633 version. – Mike Williams, on April 02, 2009 19:49

Mike Williams replied on April 02, 2009 18:33 to the problem "Vipre will not download def.are" in Sunbelt Software:

Hi zParticle,

Thank you for the post. We are going to be sending out a new v-core engine in the definitions that should help in this situation.

We can update the V-core through the definition files, so i you should notice the difference with in the next day or so.

I appreciate that you recommend our products, we do try to keep on top of any problems found.

Mike Williams replied on April 02, 2009 15:26 to the problem "Vipre Update / Install Issue" in Sunbelt Software:

Hi Storm,

I am glad to hear that you were able to update. There could be a number off different causes for the problem that you had, so I thought it may be a good idea to explain how the definitions are updated after downloading. This may help finding the problem if this occurs again.
When you check for updates the compressed definition file is temporarily saved to a downloads folder.
The definition files are uncompressed and placed in the definition folder. If you have are doing an incremental update, the files are merged into the existing ones, if doing a full update the files are over written.

During this process many security programs that monitor files being written can interfere. problems can also happen if the file somehow gets corrupted during the period when it's being copied, something like the older definitions not being unloaded quick enough while the new files are written can all cause the definitions to show zero.

If you run into this problem again, there are a couple things that you can try to resolve the error. First go ahead restart the computer and then try the update again. Also check to see if any other security programs may be interring with the process. Some times cleaning out the temporary internet files on the computer will help as well.

Please let me know if you have any further questions.

Mike Williams replied on March 31, 2009 15:55 to the problem "Vipre will not download def.are" in Sunbelt Software:

Hi Viking,
I understand your frustration. I assure you we are working on finding the trouble that you are running into. I haven't had anyone else report this problem, so I'm posting this in hopes that someone that may have this same problem will contact us, this will help find the cause.

On Viking's machine, the VIPRE service is crashing during a deep scan when it reaches a .JS (Java script) file.

I have been unable to reproduce this on our test machines.

If you are having the same trouble, please contact us here in support at support@sunbelt-software.com

Mike Williams replied on March 27, 2009 17:41 to the question "Vipre deep scan stalled twice since update. CPU 98-99%" in Sunbelt Software:

Hi Peggy,

Thank you for your post. The progress bar for the scans sometimes does hit 100% prior to the scan being finished. The development team is working to make this more accurate.

The CPU usage you mentioned is does seem higher than normal, even during a scan. We did just send out a new V-core engine, this may help in your case as well.

If you continue to see this behavior, please contact us directly here in support at support@sunbelt-software.com. We can gather some log information and figure out what is happening.

Mike Williams replied on March 27, 2009 17:34 to the question "Vipre deep scan stalled twice since update. CPU 98-99%" in Sunbelt Software:

Hi Viking,
It looks like the new V-core engine 3.2.2019.2 has been sent out with definition version 5062.
Please let me know if you continue to see the problem.

Mike Williams replied on March 27, 2009 13:16 to the question "Vipre deep scan stalled twice since update. CPU 98-99%" in Sunbelt Software:

Hi Viking,

I'll post to you as soon as we release the new engine. again sorry for the inconvenience.

Mike Williams replied on March 26, 2009 21:57 to the problem "I'm not happy" in Sunbelt Software:

Hi Viking,

Thank you for posting. Good or bad we like to hear from our customers. This will help us make support better for everyone.

I apologize for the delay in response. If you would please send me your support ticket number, I will look into what happened with your support request.

If you would rather, you can email me at support@sunbelt-software.com and put Attn: Mike in the subject line.

I again apologize for any inconvenience or frustration

Mike Williams replied on March 26, 2009 21:44 to the question "Vipre deep scan stalled twice since update. CPU 98-99%" in Sunbelt Software:

Hi Viking,
Thank you for your post. We have seen where on some systems VIPRE would get stuck in a loop while scanning compiled help files. Our development team has fixed this in a new build of the V-Core engine. It's currently in testing and will be sent out as soon as it clears.
The V-core (VIPRE core engine) can be updated through the definition updates, so it should be easy.
I apologize for the inconvenience, this should be corrected very soon.

Mike Williams replied on March 25, 2009 15:18 to the question "How do I get rid of Antivirus Plus?" in Sunbelt Software:

Hi Vznry,

If the safe mode scan doesn't work to rid your computer of this threat, please refer to support ticket number 001-00-279926 when contacting us.

We'll have you pull some information from the computer and we'll see what we can do to help you remove this from the machine.

Mike Williams replied on March 20, 2009 13:25 to the idea "Flag relevant/useful scan results" in Sunbelt Software:

Hi Phil,
Thank you for your post. This feature is something that we are looking at to add in the next major release of VIPRE and CounterSpy.
We are currently in the process of developing Version 4. I will bring this up again with the product manager.

Mike Williams replied on March 20, 2009 13:13 to the problem "I'm not happy" in Sunbelt Software:

Hi Lance,

Thank you for your post. I apologize for the delay and can understand your frustration, but I assure you we here at sunbelt never just forget about our customers. We try to answer all support request within twelve to twenty four hours.

I noticed your request for support on this forum was after hours. I will make sure that someone helps you first thing this morning. If you have requested support directly by email and experienced a delay please send me an email at support@sunbelt-software.com. and put Attn: MIke. I will take a look into the matter and make sure it's addressed.

I take these kind of complaints very seriously and I again apologize for the feelings that you haven't received satisfactory support.

Mike Williams replied on March 18, 2009 16:29 to the problem "VIPRE update reports a setup initialization error" in Sunbelt Software:

Hi Mike,

Thank you for posting your concern. I assure that the new version of both VIPRE and CounterSpy had gone through very thorough testing. After sending the new version out we found a very specific error, dealing with custom scans on limited accounts. The fix was an easy change of code so we figured it was best to fix it now. To keep the majority of customers from going through the upgrade process twice we stopped the upgrades and made the change in code.
We should start sending it out on the auto updates again later today. I apologize for any inconvenience or misunderstandings.

Mike Williams replied on March 18, 2009 14:30 to the problem "VIPRE update reports a setup initialization error" in Sunbelt Software:

Hi Lokesh,

Sorry, we are finishing up the final testing on the new build. We will be sending it today.
Sorry about the delay, we were expecting to finish it up yesterday. I will let you know as soon as it's out.