I'm in software hell

[Leo9]

This is a totally frustrating thing.

This morning SpywareDoctor 4 tell me that there is an update to version 5 waiting for download. Silly me, I think that this will be good, so I download it, saving the file. I am on my server, a Server2003 Enterprise machine that has been running for years with not one single problem. I log out, since I do not run the machine in administrator mode. I log in as an administrator and I start the update. I quickly get the same notice I had received before and, assuming that it was because of being on as a different user, I close that. I am told that the setup has to remove the older version. Sure, go ahead, I tell it. Now I get a popup that my subscription expires in one day. I just renewed it earlier this month. I kill the renew process so as to let the install proceed.

It is not twenty minutes later and nothing has happened. I finally get the damned thing to tell me the update is completed and that I have to reboot to finish it. I tell it to go ahead and restart.

Now my wireless keyboard and mouse do not operate, they are not even seen by the machine. I get an error message, and I quote:

SDTrayApp.exe
The procedure entry point Window_ReleaseLocalizer could not be located in the dynamic link library pwindow.dll

And now the freeze. Nothing works as it hangs for all of eternity. I cant even tell the machine to shut down. I can't get into anything. My only recourse is to pull the plug. After several attempts, including in safe mode, I finally (in safe mode) can get to the control panel and uninstall this miserable piece of fecal matter. Now the machine works...but my protection...protection that I paid for...it is not there and I do not dare to try to install it again.

A telephone call to Tech Support get that damned voice mail...a corporate way of saying "we have your money so you are no longer important to us". In the meanwhile my server is vulnerable.

I am furious. I am especially furious because I have been screwed by someone who is not sleeping with me, by the people who say they will protect me. I am livid and I want an answer...what is the solution?

[WarrenG]

Hi there,

From the pctools website:

Operating System: Designed for Windows Vista™, XP and 2000. Windows 98.

That might be your problem.

[Leo9]

How do you explain that I was running version 4 with no trouble? It said on the website that it ran in Server 2003. That was why I bought it. As I said, it ran perfectly for six months on server 2003. Now, when I get a notice of an update to a program that has been running without a hitch, regardless of the operating system, I expect that the upgrade will do the same.

That is not the problem. The problem is poorly engineered and prematurely released software. Is there one positive post in this forum?

This version is a piece of garbage (to put it charitably) and it is now evident that the company simply does not give a damn about it. They now owe me a refund of my renewal. Until I see that I consider them to be no more and no less than thieves.

I am bracing myself for the onslaught of calls from clients who I had buy and install the previous version.

Protect me from those who profess to be protecting me.

(edit to add) Damn it, I am now reluctant to reinstall version 4. From what I have read here that has not worked. Damn these people, damn them

[WarrenG]

I cant explain why SD4 was working, but there is software out there that doesnt support an operating system however still works. What it implies is that the software hasn't been tested on that platform, and there could be bugs as you have some across. If its not supported its not supported, they really dont have to assist you as your running it on an operating system thats not defined as supported on their website.

[Leo9]

You need not explain why it was working. The website for it, at the time I purchased it, listed Server2003 as a supported operating system. That is sufficient explanation.

I thinhk you might try moving into the real world. I was not in error in assuming that there would be non problem with the update. I do not believe that I was required to check the website. If it does not operate in Server32003 there should have been some disclaimer along with the update notice. I was within reason to simply say "yes, go ahead and update it". Sorry, but out here in the world of people who pay for a service or product they are required to support it or refund my money. Are you a staff member or a shill for the company. If so you really should identify yourself as such, otherwise don't presume to tell me what I should or should not do or what this company is required or not required to do. I am quite ticked off and I really don't need patronizing posts from the peanut gallery.

(edit to add)

You might look at this:

http://www.pctools.com/forum/showthread.php?t=46073

So much for that list of what systems this works in. Can you say "oooops"?

[WarrenG]

I apoligize if you thought I was patronizing you. I just made a mere observation that the website doesn't state it runs on your OS. If that is the case then I will leave it up to you to make a decision. I have no idea why the list of supported OS's has change and yes you are totally right that a disclaimer of some sort should of appeared stating it is not compatible. Once again, I just wanted to make myself clear that I dont have any negative intentions in sabotaging your thread, i was trying to assist you.

[Leo9]

WarrenG, I understand. I am sorry I jumped on you. I am just so frustrated by this whole matter. I depend on my server, my whole system, being up and running. I administer many of the machines I deal with by remote access. I am not happy running a server that is on line 24/7 and that is now unprotected. You are certainly not responsible for the problems. You were my punching bag for a few moments, for which I apologize.

I think the post I referenced say a lot. If this version was indeed intended for Vista and Vista only then this company has created a lot of problems for a lot of people. Considering the normal percentages of people who would even know of this forum and who would lodge a complaint here I must wonder how many people have been affected but have said nothing.

Sadly all it would take would be some comment from the company. It is the lack of that in the face of so many complaints that makes it so frustrating. That was one of the reasons I reacted to you as I did.

Anyway, I am sorry. You meant well and that is all one can ask for.

(edit for typos)

[Leo9]

Well into day two and no word from the company.

They might try Googling the words customer and support.

Pathetic.

[Leo9]

Hey, WarrenG...

Guess what! I finally received an email from support in reply to a communication I sen them regarding Server2003. The reply:


Thank you for contacting PC Tools.

In regards to your query, yes it does support Windows 2003. You can download PC Tools software from this link: www.pctools.com/product/download

If you require further assistance on this specific request, please reply to this email.

I assume that they mean it will crash out Server 2003 as well as XP, 2000, and Vista.

[tom.tdw]

their are many issues about compatibility with v5 it might just not like your firewall

[Leo9]

their are many issues about compatibility with v5 it might just not like your firewall


And it might not like the house and sign the moon is in. It might not like spinach.

Where do you people come from?

I run hardware firewall and that makes your suggestion considerably less than even being stupid.

As it is right now, the program is a piece of garbage, my firewall notwithstanding.

[AChen]

Hi Leo,

Could you disable your firewall and uninstall/re-install SDv5? Also what firewall are you running? We'll need to test this and investigate this further.

[misery]

Hi Leo,

Could you disable your firewall and uninstall/re-install SDv5? Also what firewall are you running? We'll need to test this and investigate this further.


What's the point ? You'll have better luck fixing a shattered vase than making 'this' a normal product.

[Leo9]

Hi Leo,

Could you disable your firewall and uninstall/re-install SDv5? Also what firewall are you running? We'll need to test this and investigate this further.

I do not run a software firewall. My firewall is a Netgear FVG318. It is not a factor...it is not software.

I will not reinstall that thing. I cannot afford the grief again. I am not a home user. This is my profession and my server is a part of my livelihood.

[consoleman]

As I said before, never installs any software if software is just release just like the Windows Vista.

I remebered I had so many issues with very first Windows XP.

[WarrenG]

What's the point ? You'll have better luck fixing a shattered vase than making 'this' a normal product.

Great post there. He is asking for more information as he doesnt mention the firewall he is using, which may have an incompatibility and thier QA department can verify there is a conflict and they can pass the info on to devs to fix.

Your comment doesnt help matters in anyway. You have made your point in alot of these threads, no helpful information, just your anger at the program. Sit back and chill if you are using V4 and wait for the fixes to be made, if you have been refunded or no longer using the program (which judging by most of your comments you arent using it) then why bother continually posting the same frustrations that a prevalent in your first post ever made?

[Leo9]

Great post there. He is asking for more information as he doesnt mention the firewall he is using, which may have an incompatibility and thier QA department can verify there is a conflict and they can pass the info on to devs to fix.


I did not mention it because I do not use a software firewall. My last post of a few minutes ago states that. Believe me, I have been around long enough to know what to give in the way of information. My first post was complete in that respect.

Can't blame the firewall since it isn't there...

In fact, I mention that fact in my post found six posts up from this one.

[WarrenG]

Sorry Leo, was just trying to get misery to get a grasp of what forums are about

[Leo9]

Sorry Leo, was just trying to get misery to get a grasp of what forums are about

I took no offense at what you wrote. I am not as angry as I was. I don't have the time to be angry. I have a machine to set up for the financial institution where I am the system administrator, several databases to figure out so I can use them on a website, and a website to design for a client. Thank goodness I work at home. I can always stop for a home brewed coffee and a snack...or a look at television to see what today's garbage is.

Misery is probably as angry as I was on Saturday when my problems happened. I'm sure he is frustrated and has nowhere else to vent.

[InvisibleMan]

I am not a techie, but am using XP-SP2 Home version, Windows IE7. Disabling Symantec/Norton Security (including its' firewall) enabled me to download the original SD5 update last week (first public offer of SD5 to subscribers to replace SD4). I un-installed it because of subsequent previously-mentioned problems (long restart time, intermin slow computer). But, would the hardware Linksys (Cisco) Firewall Router BEFSX41-v2 installed between my DSL modem and computer interfere with SD5 downloads? Would any partial or incomplete downloads with subsequent operational problems, be caused by the hardware firewall? (It had not interfered with SD4 Updates.) I also have Lavasoft's AdAware installed, which also sync'd OK with SD4.

[misery]

Sorry Leo, was just trying to get misery to get a grasp of what forums are about

Thanks ! ..... You must be a great teacher...