Response to Support Request Timing?

Hello Cal,

Thank you for contacting technical support.

After searching I was unable to locate your email's subject title. We try to have a 24 hour email turn time at maximum so if you don't receive a response from us, feel free to send us a second email.

We apologize for the fact VIPRE is identifying a false positive on your computer. A false positive occurs when a virus scanner erroneously detects a 'virus' in a non-infected file. False positives result when the definition file used to detect a particular virus is not unique to the virus - i.e. the same signature appears in legitimate, non-infected software. Before we go any further, we should make sure that you are on the latest definition version of VIPRE.

Right click on the VIPRE icon that is down by the time clock and choose 'check for updates.'

If VIPRE updates its definition file to a higher number, we recommend you run another scan before continuing.

If your definitions are current, then we need to remove this file from our threat database so that it is no longer identified as a threat on your computer.. This can be done one of two ways.

1. By submitting specific information about the file to the following website.

http://research.sunbelt-software.com/... (I have verified this link is functioning)

2. If you have a false positive that has been quarantined by VIPRE please do the following.

a. Open VIPRE,
b. Click on the Manage tab at the top.
c. Click View Quarantine.
d. Select the detected false positive,
e. Click the "Restore from Quarantine" button
f. In the windows that pops up, check both the boxes to add to the "Always Allowed" list and to "Submit to Sunbelt for Analysis"

Once this information is submitted to our researchers, we will do our best to update our next definition files to reflect this false positive. We appreciate your cooperation and patients in this matter.

The correction of the False Positive may not be reflected in our definitions for several days. Maintaining the most recent definitions will insure that when the false positive is corrected, it will not be detected in a new VIPRE scan.

We apologize again about the inconvenience this has caused you.

Let us know if there are any further issues/concerns.

Sincerely,

Eric
Tier I Consumer Technical Support

SUNBELT SOFTWARE
Email: support@sunbelt-software.com
Voice: 1-877-673-1153
Fax: 1-727-562-5199
Web: http://www.sunbelt-software.com
Physical Address:
33 N. Garden Ave.
Suite 1200
Clearwater, Fl 33755
United States