PerryB's dashboard

Hello Craig,

Sorry to hear that you are having difficulty, of which of our products do you currently have installed?

Warm Regards,

Perry
email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Hello Kerry,

Hello,

It should be showing once you remote in, please use these instructions on your fathers machine and you will need to be present on his computer to do these necessary steps.

Please use the instructions below to remove your copy of the Sunbelt Personal Firewall and install a clean copy.

Unsinstall:
1.Click 'start', and click 'control panels.'

2. Double Click on 'Add or Remove Programs.'

(VISTA: Double click 'Programs and features.')

3. Please look for Sunbelt Personal Firewall.'

4. Click 'Remove'.
(VISTA: Double click 'Uninstall.')

5. Please follow the rest of the prompts until you are able to click 'Finish.'

6. You will be asked to restart your computer, please do so.

Run the cleaner:
1. Please use the following link to remove all remaining components of the Personal Firewall:
http://www.sunbelt-software.com/suppo...

2. Your web browser will ask you “Do you want to run or save this file?” Please Click Save. Save this file to the desktop.

3. A box will appear that asks you where you want save. Look for the save in field and then click on it. Look for the desktop and then click on it. Then click save.

4. When it is done downloading, you will receive another box that asks “do you if you want to run this file?” Choose yes.

5. You will receive an internet explorer warning. It says “Do you want to run this software?” Click run.

6. You will receive a window that says "Sunbelt Personal Firewall Cleaner." Please click 'Clean.'

7. You will now, get a message that your computer is shutting down. Please allow it to do so.

Reinstall:
1. Click on the following link to install the Sunbelt Personal Firewall:
http://go.sunbelt-software.com/?linki...

2. Your web browser will ask you “Do you want to run or save this file?” Please Click Save. Save this file to the desktop.

3. A box will appear that asks you where you want save. Look for the save in field and then click on it. Look for the desktop and then click on it. Then click save.

4. When it is done downloading, you will receive another box that asks “do you if you want to run this file?” Choose yes.

5. You will receive an internet explorer warning. It says “Do you want to run this software?” Click run.

Installation wizard:
1. Welcome to the installation wizard for Sunbelt Personal Firewall. Click next.

2. Click on the circle next to "I accept the terms in the license agreement" and click next.

3. It will ask “Do you want to change the folder location of Personal Firewall?” Just click next.

4. Now you will receive a window that says Simple or Advanced. Please click Simple and choose Next.

5. Next you will see a window that says ready to install the program. Click install.

6. When The Personal Firewall is done installing it will say Finished, Click finish.

7. Now you will get a notice from your computer telling you that You must restart your computer. Please click yes.

8. After your computer restarts, please double click on the Personal Firewall icon that is now down by your time clock.

Best Regards,

Perry

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Hello Gerald,

Sorry to hear that you are having difficulty.

Please update your definitions to the latest version and please boot your computer in safe mode and run a deep scan. Once the deep scan has been completed, please run another deep scan in normal mode to see if Vipre is still detecting it. If it does not remove the threat after running a deep scan in normal mode please let us know.

Windows 2000/2003

* If the computer is running, shut down Windows, and then turn off the power
* Wait 30 seconds, and then turn the computer on.
* When you see the black-and-white Starting Windows bar at the bottom of the screen, start tapping the F8 key. The Windows 2000 Advanced Options Menu appears.
* Ensure that the Safe mode option is selected. In most cases, it is the first item in the list and is selected by default.
* Press Enter. The computer then begins to start in Safe mode.
* When you are finished with all troubleshooting, close all programs and restart the computer as you normally would.

Windows XP/Vista

If Windows XP is the only operating system installed on your computer, booting into Safe Mode with these instructions.

* If the computer is running, shut down Windows, and then turn off the power
* Wait 30 seconds, and then turn the computer on.
* Start tapping the F8 key. The Windows Advanced Options Menu appears. If you begin tapping the F8 key too soon, some computers display a "keyboard error" message. To resolve this, restart the computer and try again.
* Ensure that the Safe mode option is selected.
* Press Enter. The computer then begins to start in Safe mode.
* When you are finished with all troubleshooting, close all programs and restart the computer as you normally would.

Best Regards,

Perry

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Hello,

Im sorry for the problems you are having. Lets try a complete uninstall and reinstall of the program and it should fix the issue.

First, uninstall by using Add/Remove programs, then use the cleaner below.

Vipre Cleaner

http://www.sunbelt-software.com/suppo...&VClean.exe

Restart your computer.

** IMPORTANT** Make sure you have all your other virus/spyware programs turned off before you reinstall.

http://go.sunbeltsoftware.com/?linkid... Save this to your desktop and run.

If your still having problems email us back.

Best Regards,

Perry

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Hello Donald,

Sorry to hear that you are haivng difficulty,

Please use the instructions below to remove your copy of the Sunbelt Personal Firewall and install a clean copy of the previous version.

Unsinstall:
1.Click 'start', and click 'control panels.'

2. Double Click on 'Add or Remove Programs.'

(VISTA: Double click 'Programs and features.')

3. Please look for Sunbelt Personal Firewall.'

4. Click 'Remove'.
(VISTA: Double click 'Uninstall.')

5. Please follow the rest of the prompts until you are able to click 'Finish.'

6. You will be asked to restart your computer, please do so.

Run the cleaner:
1. Please use the following link to remove all remaining components of the Personal Firewall:
http://www.sunbelt-software.com/suppo...

2. Your web browser will ask you “Do you want to run or save this file?” Please Click Save. Save this file to the desktop.

3. A box will appear that asks you where you want save. Look for the save in field and then click on it. Look for the desktop and then click on it. Then click save.

4. When it is done downloading, you will receive another box that asks “do you if you want to run this file?” Choose yes.

5. You will receive an internet explorer warning. It says “Do you want to run this software?” Click run.

6. You will receive a window that says "Sunbelt Personal Firewall Cleaner." Please click 'Clean.'

7. You will now, get a message that your computer is shutting down. Please allow it to do so.

Reinstall:
1. Click on the following link to install the Sunbelt Personal Firewall:
http://www.sunbelt-software.com/ihs/S...

2. Your web browser will ask you “Do you want to run or save this file?” Please Click Save. Save this file to the desktop.

3. A box will appear that asks you where you want save. Look for the save in field and then click on it. Look for the desktop and then click on it. Then click save.

4. When it is done downloading, you will receive another box that asks “do you if you want to run this file?” Choose yes.

5. You will receive an internet explorer warning. It says “Do you want to run this software?” Click run.

Installation wizard:
1. Welcome to the installation wizard for Sunbelt Personal Firewall. Click next.

2. Click on the circle next to "I accept the terms in the license agreement" and click next.

3. It will ask “Do you want to change the folder location of Personal Firewall?” Just click next.

4. Now you will receive a window that says Simple or Advanced. Please click Simple and choose Next.

5. Next you will see a window that says ready to install the program. Click install.

6. When The Personal Firewall is done installing it will say Finished, Click finish.

7. Now you will get a notice from your computer telling you that You must restart your computer. Please click yes.

8. After your computer restarts, please double click on the Personal Firewall icon that is now down by your time clock.

If you are still having difficulty, please contact us directly so we can get some logs from the installation.

Regards,

Perry

email: support@sunbeltsoftware.com

Voice: 1-877-673-1153 Ext 500

Hello Ricci,

Sorry for the problems you are experiencing. Please follow these instructions to upgrade to the new version that has been released.

First, uninstall by using Add/Remove programs, then use the cleaner below.

Vipre Cleaner

http://www.sunbelt-software.com/suppo...&VClean.exe

Restart your computer.

** IMPORTANT** Make sure you have all your other virus/spyware programs turned off before you reinstall.

http://www.sunbelt-software.com/suppo... Save this to your desktop and run.

If your still having problems email us back.

Hello Yvsa

If you continue to experience issues please contact our support dept directly and we can get some log information and see what exactly is causing the issue.

Regards,

Perry

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Hello JohnB

Please contact our support dept directly and we can get some logs and see what may be causing this.

Regards,

Perry

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Hello Ricci,

Could you please disable any addons that you may have installed. Once you have them all disabled, please try to duplicate the error. If you do not get the error, please enable 1 addon at a time untill you get receive the error. Once you find out which addon is causing the problem then you can turn all of them back on except for the one with the issue. A common add-on that causes issues is iTunes.

To disable your addons, please open Outlook

Go to Tools > Options > Other Tab > Advanced Options > Com Add ons

If you are still having trouble, please contact our support dept directly so we can assist you with resolving this. Please reference your ticket# below.

Regards,

Perry

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Ticket#001-00-280655

Hello Joe,

Please update your definitions to the latest version and please boot your computer in safe mode and run a deep scan. Once the deep scan has been completed, please run another deep scan in normal mode to see if Vipre is still detecting it. If it does not remove the threat after running a deep scan in normal mode please let us know.

Windows 2000/2003

* If the computer is running, shut down Windows, and then turn off the power
* Wait 30 seconds, and then turn the computer on.
* When you see the black-and-white Starting Windows bar at the bottom of the screen, start tapping the F8 key. The Windows 2000 Advanced Options Menu appears.
* Ensure that the Safe mode option is selected. In most cases, it is the first item in the list and is selected by default.
* Press Enter. The computer then begins to start in Safe mode.
* When you are finished with all troubleshooting, close all programs and restart the computer as you normally would.

Windows XP/Vista

If Windows XP is the only operating system installed on your computer, booting into Safe Mode with these instructions.

* If the computer is running, shut down Windows, and then turn off the power
* Wait 30 seconds, and then turn the computer on.
* Start tapping the F8 key. The Windows Advanced Options Menu appears. If you begin tapping the F8 key too soon, some computers display a "keyboard error" message. To resolve this, restart the computer and try again.
* Ensure that the Safe mode option is selected.
* Press Enter. The computer then begins to start in Safe mode.
* When you are finished with all troubleshooting, close all programs and restart the computer as you normally would.

Regards,

Perry

If you are still having trouble, please contact our support dept so we can get some logs from Vipre.

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Please reference Ticket#001-00-280536

Hello Keith,

Sorry to hear that you are having difficulty.

Please update your definitions to the latest version and please boot your computer in safe mode and run a deep scan. Once the deep scan has been completed, please run another deep scan in normal mode to see if Vipre is still detecting it. If it does not remove the threat after running a deep scan in normal mode please let us know.

Windows 2000/2003

* If the computer is running, shut down Windows, and then turn off the power
* Wait 30 seconds, and then turn the computer on.
* When you see the black-and-white Starting Windows bar at the bottom of the screen, start tapping the F8 key. The Windows 2000 Advanced Options Menu appears.
* Ensure that the Safe mode option is selected. In most cases, it is the first item in the list and is selected by default.
* Press Enter. The computer then begins to start in Safe mode.
* When you are finished with all troubleshooting, close all programs and restart the computer as you normally would.

Windows XP/Vista

If Windows XP is the only operating system installed on your computer, booting into Safe Mode with these instructions.

* If the computer is running, shut down Windows, and then turn off the power
* Wait 30 seconds, and then turn the computer on.
* Start tapping the F8 key. The Windows Advanced Options Menu appears. If you begin tapping the F8 key too soon, some computers display a "keyboard error" message. To resolve this, restart the computer and try again.
* Ensure that the Safe mode option is selected.
* Press Enter. The computer then begins to start in Safe mode.
* When you are finished with all troubleshooting, close all programs and restart the computer as you normally would.

Regards

Perry

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Hello Vcw39,

The definition updates may be getting stuck on an old definitions download. Try clearing out your history and temp files from Internet Explorer,

Then choose the checkbox that says “Completely Refresh my Definitions.”

If that does not work, please follow the instructions below to manually install VIPRE's Definitions.

1. Download the most recent definition file for your language using this download link to your computer:

http://tinyurl.com/7vn793

2. Open Vipre (right-click on the tray icon or double-click on the shortcut put on your desktop)

3. From the main menu, select "File" and choose "Settings..."

4. In the "Update Now" section, choose "Browse"

5. Navigate to where you downloaded the file

6. Select the file you downloaded and the installation will proceed automatically

You have now added the latest definition file into Vipre.

Warm Regards,

Perry

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Hello Testman,

Im sorry for the problems you are having. Lets try a complete uninstall and reinstall of the program and it should fix the issue.

First, uninstall by using Add/Remove programs, then use the cleaner below.

Vipre Cleaner

http://www.sunbelt-software.com/suppo...&VClean.exe

Restart your computer.

** IMPORTANT** Make sure you have all your other virus/spyware programs turned off before you reinstall.

http://go.sunbeltsoftware.com/?linkid... Save this to your desktop and run.

If your still having problems email us back.

Regards,

Perry

Hello,

The check files when they are opened or copied feature does a quick scan on every file that you click on. You will not degrade your protection by disabling this feature as if you still leave the active protection running and monitoring your system when you click on a file to open it.

Regards,

Perry

Hello Alan,

Sorry to hear that you were having difficulty. If you are having trouble removing a threat, please boot into safe mode (tapping f-8 when your computer is first starting) and run a deep scan and it should remove the threats that is not being removed in normal mode..

Regards,

Perry

Hello Zach,

You can download the firewall from this link, or you can also download it from our website (same link). Please let us know if you need further assistance.

http://tinyurl.com/4wcqc3

Regards,

Perry

Hello Alan,

As apposed to smashing the thumb drive with a hammer, and the machine is already infected I would recommend scanning the thumb drive with Vipre and it should clean the infections...

Regards,

Perry

Hello Wellboy,

I am happy to hear that its working correctly for you. I have documented your ticket# and I will notify you when a new version is released.

Regards,

Perry

Hello Wellboy,

Sorry to hear that you are having difficulty.

Could you please advise if you should have any other security software installed? Did you happen to see what driver or file that it says failed?

Also, please try a previous version of the firewall to see if the BSOD's persist. Please run the cleaner prior to reinstalling the previous version. If perhaps this should not work for you could you please contact our support dept. in response and reference your ticket# in the subject line.

SPF Cleaner

http://tinyurl.com/7voou4

SPF download

http://tinyurl.com/5qfbqv

Regards,

Perry

email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500

Ticket#001-00-264581

Hello Poweruser25,

To disable your addons, please open Outlook

Go to Tools > Options > Other Tab > Advanced Options > Com Add ons

Regards,

Perry