Microsoft-like oversight (Need anti-virus!)

[ZenWarrior]

I purchased a new computer a couple of weeks ago and later installed the beta version of Spyware Doctor and the anti-virus plug-in. However, the computer had problems and was returned for a replacement.

But now with the replacement unit I am being told that my license is already on a computer--but it is *not* on this *replacement* unit. It *was* (past tense) on the computer which was returned. The anti-virus plug-in is now on no computer at all and cannot be installed on the replacement PC. :mad: I need a means by which to now install the anti-virus plug-in on the replacement computer. Please advise.

(Isn't this the very same mistake Microsoft did its very best to make? That is, offering a license which wasn't transferable to a new or upgraded computer? And didn't even Microsoft see the light on this one? As is said, those who do not learn from history are doomed to repeat it. :( )

[Chippa]

Hi ZenWarrior,

In this case, you will need to contact support in order to resolve this issue. They may need to create a new license for you.

You can contact them via Sales & Support: 1-800-764-5783 or submit a ticket http://www.pctools.com/contact/support/.

This issue should be resolved quite easily.

With the license code, you can install SD on another comp, by simply uninstalling SD from the first comp.

Cheers,
Chippa

[ZenWarrior]

Chippa ~ Thank you for the response. :) I did uninstall it from the first computer, but the AV page still says I have the AV plug-in.

I have already submitted a ticket to customer support, but previous experiences with PC Tools customer support tells me it may be months--if ever--before I hear from them. (BTW, many others seem to have had the same experience. :( ) That's why I posted here, too. Thanks again. Your help is greatly appreciated. ~ZenWarrior

[Support]

ZenWarrior,

Can you please PM me your ticket number and I will get it followed up for you.

Thanks

PC Tools Support Team

[MrTimmy]

I have a similar issue.

I uninstalled Beta 1 which had the AV plugin.

I downloaded Beta 3 and installed.

SpywareDoctor tells me that I don't have AV installed so I click the link expecting the opportunity to download the AV plugin again.

It passed my license code through to the AV Plugin site where I am informed that I already have the plugin. I have a multi-license key and this is the only one that I've used the AV Plugin.

I don't see this as a license key issue, this is a process issue. If the AV plugin is this sensitive to an uninstall and will not let you reinstall, then we will ALL, at some point, have a problem.

Please advise (and telling everyone that has this problem to log a ticket isn't a good answer).

Thanks,
-MrTimmy

[AChen]

Hi ZenWarrior & MrTimmy,

Thanks for the info. I will have this checked into and fixed asap.

[gaz]

Just to clear this up:

The message on the website refers to the fact that you have obtained the AV Plug-In previously on your 'license code' not on your actual PC.

In that case, all you need to do is Smart Update the AV Plugin files again for the newly installed Spyware Doctor 5.0 or new PC.

If AV Plugin does not appear after Smart Updating the files again, you will need to reboot your PC and all should then be ok.

www.pctools.com