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Upgrade Problems with Subscription Status
I recently upgraded my version of Counterspy, I believe it was 1 or 2 months ago. I had problems and was helped by a technician. Since then, Counterspy does not always run updates (part of my old problem) and today, it tells me that I am expired - not so! My subscription shouldn't run out until October! When cking "About", it says "free version expired" - this is wrong as I paid last October. Please advise on what to do, of if it is better if I ask for help in another place?
I’m pulling hair out
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Inappropriate?PS - I did try to activate my subscription with my Transaction ID that I received through PayPals notice of my payment - it wouldn't accept it. -
Inappropriate?Hello Georgia,
Thank you for Posting!
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.
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 V2.5
http://go.sunbelt-software.com/?linki... Save this to your desktop and run.
Once installed please go to File > Activate CounterSpy
Please enter your registration key there, if you do not have your registration key please contact us directly so we can provide it for you.
If your still having problems please let us know
Please reference ticket #001-00-235868
email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500
Warm Regards,
Perry1 Comment
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Thank, Perry - will try all the above steps, but will have to do them later today....I will probably have to contact you for registration key, if the "Transaction ID" number that Paypal used is incorrect. -
Inappropriate?Exactly the same problem on my 2-year subscription (20 months remaining) on another of my PCs appeared last night when I tried to update. I contacted Sunbelt Support but have not received any reply yet. Let us know if Perry's advice works for you. Thanks.1 Comment Add a comment
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I still have not tried Perry's "solution" - it sounds a bit complicated and since I'm due for renewal in 2 months, I just may let it go. If I have to install those 2 separate cleaners, do I have to uninstall them when done? Ugh!
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Inappropriate?Hello TSquared,
CounterSpy V3 is now available for download and it will remove CounterSpy 2.5 so the cleaners will not be necessary. Once CounterSpy v3 has been setup then please go to Help > Register CounterSpy > Please enter your registration key there. If you no longer have your registration key please contact us directly. The release of CounterSpy v3 will correct the updating issues that you are experiencing. Sorry for any inconvenience.
CounterSpy v3
http://go.sunbelt-software.com/?linki...
email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500
Warm Regards,
Perry -
Inappropriate?Hi Perry. Thanks for the information. My V2.5 now shows the proper subscription information; I didn't do anything to it. I don't know if the definitions update is current or not; it says it is, but it is the same update that it has shown for 2 days (Def Ver 861). It also says I have the current software version (2.5.1043).
I'll go to the link you've provided for V3 and see what happens.
Thanks. -
Inappropriate?OK. V3 install was a complete disaster. The install rountine stopped during "settings" and completely locked up my PC. I could not even bring up Task Manager. I finally tried a hard reboot and now the laptop will not even boot up. I have no idea what to do.
I’m more than a little frustrated!
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Inappropriate?Hello TSquared,
Sorry to hear that you are having trouble, if you still need assistance please contact us and a technician will work directly with you. I have included our contact information below.
Ticket#001-00-236155
Perry
email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500 -
Inappropriate?Perry - All went well with the upgrade to Version 3 - I have now removed your name from my "mud" list! I am so happy I didn't follow your instructions here, from yesterday and waited till today for simpler way - woo-hoo!
Last glitch, I hope: My Transaction No. from Paypal when I bought my subscription to Counter Spy is not the correct registration number. I called the number you gave above here and someone in your department said I needed to talk to another dept., which he transferred me to. They are not answering the phones, only a recorded message, so I left my problem - I hope they will get back to me with my registration number. I will also email my request now to the email address you gave, to make sure.
I’m holding my breath
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Inappropriate?Hello Georgia,
Thank you for contacting us, I have sent your Activation key via email to you.
Please let us know if you need further assistance.
Please reference ticket #001-00-235868
email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500
Warm Regards,
Perry1 Comment Add a comment
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It took me 2+ hours, rebooting in Safe Mode, using System Restore, going through the entire uninstall and cleaning routine to get my PC running again. I stupidly then downloaded V3, got it installed, got it registered, updated definitions and then tried to run a scan. My PC is hopelessly locked up again and I am WAY TOO FRUSTRATED to try anything else today. At this point I am not impressed with V3 and have no idea how to get my laptop to run again.
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Inappropriate?Hello TSquared,
Sorry to hear that you are having difficulty,
Please verify that you only have 1 active protection/Real time Monitoring running on your system as it will cause conflicts. Perhaps if you do only have 1 active protection running please contact us so a tech can work with you directly to get this resolved.
Please reference this Ticket#001-00-236155
Perry
email: support@sunbeltsoftware.com
Voice: 1-877-673-1153 Ext 500 -
Inappropriate?Thanks so much for the help, Perry - also for the email with reg. code - all is well now!
I’m Happy as a clam!
