vipre can't update due to alleged internet connection problems

Same exact problem here. Just got VIPRE to start updating after their server debacle over the Holiday weekend and now this??
I just bought a license on their Black Friday offer, but now I'm not so sure I like this product/company at all. Must be why they practically gave it away.

Same problem here. I also took advantage of the deep discount on Black Friday. My internet connection is working fine, and all necessary permissions are set on the Sunbelt firewall. We need an answer, tech support! Thank you.

Same problem here, still i'm sure it will be fixed asap.

Vipre updating: My colleague's computer (Vista SP1) says that 2441 is up to date; mine (XP SP2) still has the problem.

Thank you for contacting Sunbelt Software. I apologize for the trouble you are experiencing with the updates. Due to some software changes, we were forced to temporarily take the servers off line. To minimize the impact we took down one servers at a time, but some customers experienced a delay in receiving the updates. I again apologize for the inconvenience.

Hello Jrogman, The servers should be up later today, not all of them are down, but the ones that are up are limiting connections in order to deal with the additional traffic, the current definition versions are 2444.

Let us know if you have and additional questions

I have been having the same issue. In looking at the forum boards this seems to be a ongoing issue. It would be nice to have a place inside the customer's login area ( since we are licensed users) that shows the update server status, and provides a manual download/update (a la symantics superdat) I really like the program and have installed it both at home and the enterprise version for customers. I would hate to see such a tech issue kill the product.

GP

Greg, Thanks for the suggestions Ill pass those on.

Thanks, Peterh. Updates now downloaded successfully on my computer. I second Greg's suggestion about access within the user's login area.

I'm in agreement that there really needs to be a Status or Current Issues area of the Support web site -- I'm OK with it only being for logged on users, but there needs to be a reminder on the logged off page that users need to logon to see the current status/issues -- but I think this needs to go a step further for the less sophisticated user (e.g. - my 81 year old mother).

The ! shield comes up when this problem occurs. But when you double click on the shield, you should be no more than one click away from more detailed information than just "Update Failed". Even the 500 Server Unavailable, 404 Page Not Found, or whatever message is returned, along with the URL involved, would be great.

Maybe I'm just overly sensitive to this kind of problem after having to, several years ago, instantly switch anti-virus vendors after McAfee failed an update, the doc. said to reinstall the product, but it first uninstalled, then refused to install. Since it was an on-line-only product (no CD, no download file), I had no alternative but to dump the product and change to another product. Or go without an anti-virus product for the 24-48 hours it took them to fix the problem.

I have the problem for far over two months. After confering with SB techs I got a solution that provides a manual update of the definitions. This has been done today up to a certain point: The majority of updates have arrived but the last updates (from Dec. 2nd on) are not installed. The log continuously reports internet connection failures. Peculiar as this message is written online without abortus interruptus :) . I agree that these connection issues - especially when they seem to originate at SB's end - should be dealt with, pronto.

Joe.

Joe, I am sorry for the problem your having, If you are still having trouble updating please contact us at support@sunbeltsoftware.com so we can get some log information from you.

I just downloaded this program and the definitions are from October, unfortunately, I cannot update the definitions due to the above listed issues about the internet connection. My internet connection is great, so what gives? I haven't purchased a license yet, and at this rate would be very skepticle about doing so. I just started the trial. Help.

Mr_one_derful,

Please make sure your proxy settings are set up correctly. Most people don't use a proxy so most likely you would want to make sure you don't have the option selected that you connect through a proxy. Also please make sure you don't have other software such as a firewall blocking our software's connection. If this is all set up correctly then please contact us at support@sunbeltsoftware.com so we can see what might be causing your update troubles.

I got the same nonsense. We have two Thinkpads on a router. One PC has no such problems. On the other machine (the one I am using via the internet now!) Vipre kept complaining (signaled with an extra yellow icon) it could not reach the internet. After three tries, it finally reported my Vipre was up to date. This is a problem with the updating software. Until now VIpre was working OK. Now I have to monitor it instead of having it monitor my machine?

Lester

Hi! Got the same problem some 2 months ago. I resolved it only after I updated (reinstalled) PC. Apparently it was virus infection (I am self to blame for it though) and Vipre was not able to solve the problem... Everything seems to be fine now...

Jano

I had this problem on two different systems (see my previous message).
Cured it by uninstalling all (Vipre, Firewall, IHS) Sunbelt programs.
For certainty I also cleaned the registry deleting all Sunbelt entries.
Deleted all appropriate folders in Program Files and Documents and Settings.
Then restarted, firstly installing and activating Vipre, then installing the Firewall and IHS. You will need a new key for IHS though.
However everything works like a charm now.

This solution has been reported to SB support.

Joe

Joe, Thank you for posting your solution.
it is possible for a problem with the installation to cause it to not be able to update, but there can also be other causes, such as spyware infections or settings that can also cause update problems.

If you have any other questions or problems please let us know.

Thanks,
Peter

Yes, Peter, that's another possibility.
However I already had checked that and still could not activate nor update.

The solution I provided did cure both problems in one - rather labour intensive - blow.

My assumption is that Vipre (being installed as the last of the three programs) did not get time enough to reach the activation and update server in time to get access, or was hidered by one of the other SB updaters. This caused time-outs which at first gave the impression that it was a provider error. All settings were correct and a line test did not point to the provider being the cause.

Anyway after doing it my way, all systems were go and problemless.

Joe.

Same problem! My experience with Sunbelt suport has been NIL. Enailed twice. Spoke to a tec. once but too late for support help so he set me up a support number and said I would receive a call the next day. No one called. Still no reply to my email after about 5 days. In the mean time I presume my PC is at risk. Not happy at all with Vipre support because of it. May just eat the loss for the 3 year subscription and go to someone more reliable.

Pat,

Usually my experience with Sunbelt's support is A-OK. In this particular case I had to solve the problem myself, which gives me a very good feeling and NO hard feelings towards SB. Every once in a while there can be an issue that can't be solved by the knowledgeable guys. Instead of feeling bad, make yourself feel good for being (for once?) equal to the techies :)

Did you try and use my solution?

Joe.

Pat,

What was the ticket number you received? I'll be glad to check into this and make sure you get assistance.

Thanks for tryin to help. I have not received a number Nick! All I have received is a email asking what software I was using. The tech on the phone was very nice but he did not issue me a number when he took my phone number and told me he would have support call me the next day.

COPY of EMAIL to Sunbelt. Their reply and my reply to them.

I am using VIPRE Antivirus+Antispyware Version 3.2.2025.2 and the SOFTWARE Version 3.1.2710.

Thank you
----- Original Message -----
From: Sunbelt Software Support
To:
Sent: Wednesday, April 01, 2009 7:43 AM
Subject: RE: Assistance with VIPRE Antivirus + Antispyware

Thank you for contacting Sunbelt Software Tech Support! To ensure you are promptly helped, with which of our products did you need assistance? Upon your reply, I will forward it to the correct technician.

Warm Regards,

Jaime Petitt

Technical Support Coordinator

Sunbelt Software
email: support@sunbeltsoftware.com
Voice: 1-877-673-1153

Fax: 1-727-562-5199
Web: <http://www.sunbeltsoftware.com>
Physical Address:
33 North Garden Ave.
Suite 1200

Clearwater, FL, 33755
United States of America

P Before printing this email, think if it is necessary to do it. Think Green

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From: Sent: Tuesday, March 31, 2009 11:39 PM
To: Sunbelt Software Support
Subject: Assistance with VIPRE Antivirus + Antispyware

Don't know what info you need. I have 2 system errors. One error tells me download of threat definitions failed because of internet connection problem. Anther error tells me that download of New Software Failed for same reason. Went to mange and selected search or updats but get a message they are uptodate even though they were downloade automatically 8 hours earlier than the ones indicted in the warning.

Thank you

...

Thank you Joe for trying to help. Alas I am not tech knowledgeable to try your solution. Thank you for trying .

Pat, please give us a call again if you continue to have problems, You can call us at 877-673-1153 9am-6pm EST Monday-Friday

Thanks,
Peter

I am having the same problem. I get the message there is no internet connection and updates cannot download. I have had no updates for over 3 days, and when I check the update history, it is failure after failure.

Teri, you have a problem with conficker! Use Microsoft malicious software removal tool and scan computer. After that update your Vipre and do a deep scan! That was my problem and that's how i have solved it.