Software update failure

Hi Perry, Tassie here.

Replied to your email but it bounced back, have tried a direct email to see if that gets through.
In reply to your questions. Product is Counter Spy.
Current Software Version- 3.1.2252.
'' Definition '' 2229
'' Counter Spy '' 3.1.1606.1

Thanks
Tassie

PS Have tried to update twice since posting, same result.

Hello Tassie,

Thank You for posting,

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

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

MSI cleaner

http://tinyurl.com/42ul9 Save to your desktop and run. The go to Start/All Programs/Windows Install Clean Up. Once in there locate CounterSpy and hit remove. If it is not in the list move on to the next step.

CSC cleaner

http://www.sunbelt-software.com/ihs/c... Save and run.

Restart your computer.

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

CounterSpy V3

http://go.sunbelt-software.com/?linki... Save this to your desktop and run.

If your still having problems please contact us directly.

Please reference this Ticket#001-00-242815

Regards,

Perry

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

I'm experiencing the same problem. I've done everything you told her but it has not updated the risk definitions yet. It seems there is a connection problem, but I'm surfing normally !?

Whatelse should I try? Or is there any problem with your update server?

Thanks,
Chacal

Hello Chacal,

Thank you for posting.

The definition updates may be getting stuck on an old definitions download.

Try clearing out your history and temp files from Internet Explorer, then try to download again.

If that does not work, follow the directions below to manually update your definitions.

Save the following zip file to your computer.

http://tinyurl.com/6566qw

CounterSpy v3 Defintion Instructions

Unzip the file and move the contense of the folder to the Vipre folder in

C:\Program Files\Sunbelt Software\CounterSpy\Definitions\

You will want to replace all the files of the same name that already in the folder. Make sure you have CounterSpy shutdown during this process or the files will not copy over.

If this does not work for you, please contact our support dept and we will have someone work with you to resolve this issue.

Please reference Ticket#001-00-243023

Regards,

Perry

email: support@sunbeltsoftware.com

Voice: 1-877-673-1153 Ext 500

Thanks PerryB.

I've just replaced all the files as instructed and now it is working. but I had to stop NOD32 (ekrn) during update. I think you guys must have been working on it to try to solve it, but meanwhile I can handle it.

Thanks again.

Tassie reporting all now OK Ref ticket 001-00-242548.
Note " warsaw" also reported the same problem on this site a few hours ago.
Thanks to all