Nick H.'s dashboard

Nick H. replied on May 07, 2009 13:03 to the problem "Vipre and CounterSpy - no icons, no logon, infinite pause at startup" in Sunbelt Software:

Tomas,

This is an issue we haven't seen reported to us previously. Is there any other security software installed on these systems? Do you happen to know what VIPRE or CounterSpy might have detected and quarantined on the system?

Nick H. replied on May 06, 2009 15:46 to the problem "Vipre cause NXclient to be unresponsive/fail to connect." in Sunbelt Software:

David Yeo, thank you for posting.

Please contact us directly by sending an email to support@sunbeltsoftware.com. We can collect some logs from you to help get a better idea what exactly is causing the issue.

Nick H. replied on May 01, 2009 20:06 to the problem "Vipre cause NXclient to be unresponsive/fail to connect." in Sunbelt Software:

Dragon2611,

To continue with this issue we'll need to collect some log files from you so it would be best to have you contact us directly at support@sunbeltsoftware.com.

Nick H. replied on May 01, 2009 13:18 to the question "How do i uninstall sbrescue from my Vista machine?" in Sunbelt Software:

Algarve SEO, thank you for posting.

The VIPRE Rescue Program only extracts files to C:\VIPRERescue. You can just delete this VIPRERescue folder. This should be the only place it has stored any files and it doesn't install like other programs might as it's meant to be used when it's not possible to install or run other products normally.

Please let us know if you have any further questions.

Nick H. replied on May 01, 2009 13:06 to the question "Vipre dialog window takes ages to open" in Sunbelt Software:

SC in London, thank you for posting.

Do you have any other security software installed on the system? It's possible there may be a conflict between VIPRE and another software that's installed.

What security software have you previously had installed? Many antivirus programs are known to not uninstall properly. They can leave files and other traces on the system that can cause conflicts with any other security software installed on the system.

A comment on the problem "SBAMsvc.exe causing 100% CPU utilization" in Sunbelt Software:

Michael,

Unfortunately, we are unable to support Avanquest's products. For issues with their software you'll want to contact their support team. – Nick H., on May 01, 2009 13:03

Nick H. replied on April 29, 2009 22:03 to the question "Vipre not working with Thunderbird" in Sunbelt Software:

Gene,

Please follow these steps to increase the timeout in Thunderbird and let me know if this solves the problem.

Open Thunderbird,
Go to 'Options',
Select 'Advanced',
Then set 'Connection Timeout' to 1200 seconds.

Nick H. replied on April 29, 2009 20:39 to the question "Vipre not working with Thunderbird" in Sunbelt Software:

Gene, thank you for posting.

Does the email account that you have set up in Thunderbird require use of SSL?

A comment on the problem "SBAMsvc.exe causing 100% CPU utilization" in Sunbelt Software:

Jason,

The situation is actually this. Avanquest is using our VIPRE core. Any issues relating to our core in their software are dealt with by their tech support. If their tech support runs into an issue they are unable to resolve they are supposed to contact us directly and we will work with their technicians to resolve the issue. So even though they are using our core they are still responsible for their product. – Nick H., on April 29, 2009 19:14

Nick H. replied on April 29, 2009 13:32 to the question "Juno email not working" in Sunbelt Software:

Boots,

Let's determine what part of VIPRE might be causing this. If you disable VIPRE's Active Protection are you able to access your email correctly?

Nick H. replied on April 28, 2009 21:33 to the question "Juno email not working" in Sunbelt Software:

Boots,

If you shutdown VIPRE by right clicking it's icon in the tray and clicking Shutdown VIPRE are you able to access your email?

If both VIPRE and the firewall are shut down and you are still unable to access your email it would appear neither are the cause of the issue.

Nick H. replied on April 28, 2009 20:45 to the problem "Vipre cause NXclient to be unresponsive/fail to connect." in Sunbelt Software:

Dragon2611,

I'd like to have you contact us directly by emailing us at support@sunbeltsoftware.com. We can collect some diagnostics from you to get a better idea of what exactly is causing the slowdown.

Did you try disabling the "Check files when they are opened or copied" option? This may solve the problem.

Nick H. replied on April 28, 2009 20:30 to the question "Juno email not working" in Sunbelt Software:

Boots,

Please right click the firewall icon in the tray by your clock in the bottom right hand corner of the screen. Click Exit. This will shutdown the firewall. Are you able to access your email with the firewall shut down?

Nick H. replied on April 28, 2009 19:29 to the question "Juno email not working" in Sunbelt Software:

Boots, thank you for posting.

Please open the firewall. Click Web on the left. Uncheck the "Enable web filtering" option then click Apply. Does this solve the problem?

Nick H. replied on April 28, 2009 19:20 to the problem "Vipre cause NXclient to be unresponsive/fail to connect." in Sunbelt Software:

Dragon2611,

It sounds like Active Protection is scanning files the Windows system is accessing on the other system and this is causing the slowdown. There are a couple things we could try. First, you could try adding files that are being accessed on the other system to the always allowed list if this is possible for you.

Another thing you could try which would likely solve the problem is to disable the "Check files when they are opened or copied' option in VIPRE's Active Protection settings. This would have VIPRE only scan files that are being executed instead of all files that are being accessed. Let me know if this solves the problem.

Nick H. replied on April 28, 2009 19:06 to the question "pc problem" in Sunbelt Software:

John,

I'd suggest contacting us directly by sending an email to support@sunbeltsoftware.com. Include the activation key you're using and let us know the exact error message you receive when trying to enter the activation key.

Nick H. replied on April 28, 2009 19:02 to the question "Why do I get "Ad blocked here by SPF" for an online shopping bag?" in Sunbelt Software:

Hi Melynda,

I believe I spoke to you earlier today in a live chat. If you're still having trouble with this you could disable web filtering. To do this, please open the firewall. Click Web on the left. Uncheck the "Enable web filtering" option then click Apply. You should be able to load the pages correctly now.

Nick H. replied on April 28, 2009 13:17 to the problem "VIPRE ineffective at removing malware" in Sunbelt Software:

Brett from Oz,

It sounds like this threat is not in our threat database. Once we collect logs from you we'll have one of our malware specialists help you remove the threat. We use the information we gather during this process to update VIPRE's definitions to allow VIPRE to be able to detect and remove this threat in the future.

Nick H. replied on April 27, 2009 20:29 to the question "Trojans" in Sunbelt Software:

Christina,

You can upload the files to a website like www.virustotal.com which will scan the file with many different antivirus engines and return the results of each. This gives a better idea whether the file is a threat or not.

You can also send the files to us directly by attaching them to an email and sending them to support@sunbeltsoftware.com. Make sure to give a brief explanation of why you're sending the files.

Nick H. replied on April 27, 2009 13:56 to the problem "VIPRE ineffective at removing malware" in Sunbelt Software:

Brett from Oz,

I'd suggest contacting support directly by sending an email to support@sunbeltsoftware.com or calling 877-673-1153. If VIPRE is missing part of the threat we can collect logs from you and have one of our malware specialists assist you with removing any traces left on the system.