Smart Update Isn't Working

[Cyndeew]

I bought this product and put it on all of our computers at work and for my own personal use based on an article in the Sept. PC Magazine. I hope this doesn't turn out to be a big mistake. I have had a lot of trouble with this program, especially on my laptop. It seems to be hijacking IE and won't update.

Everytime I try to update, I get an error that smartupdate failed, try again later.

If this forum had been available when I purchased these programs, I probably wouldn't have. I like to do business with companies that don't outsource customer service and it would be great if there were answsers to requests for assistance instead of complaints and little help. Your website leaves a lot to be desired -- there doesn't seem to be updates, just the download of the program itself, unless I've missed something.

[Chippa]

Hi Cyndeew,

I have checked the faqs page and one of the likely causes that you are unable to perform a Smart Update could be.

"The problem you are experiencing is generally due to one of the following reasons:

Check that you have the latest version of Spyware Doctor - You can check the version number by clicking on the 'Help' button and then 'About'. The current version is 4.0.0.2621 (also known as 4.0). If you need to upgrade you can download Spyware Doctor 4.0 from: www.pctools.com/spyware-doctor/upgrade/


Spyware Doctor settings configured to 'Direct Connection' - Follow the steps below to allow a direct connection to Smart Update within Spyware Doctor

Change Connection Setting:
1. Go to 'Settings' in Spyware Doctor
2. Choose 'Connection Settings' under 'Pick a Category'
3. Check the option 'Use Direct Connection'


Internet Connection - Ensure you are connected to the Internet when attempting to perform a Smart Update.


Firewall / Proxy Server - You may need to temporarily disable your firewall or proxy server to perform Smart Update, as these programs can sometimes interpret the update function as a malicious process. If your software supports it, can you please place 'swdoctor.exe' and 'update.exe' on your firewall or proxy server's 'Allowed Processes' list. This will permit you to run future Smart Update with your firewall or proxy server enabled.


Virus Scanner - You may need to temporarily disable your virus scanner to perform a Smart Update, as these programs can sometime determine the download as a malicious process. Please remember to re-enable your Virus Scanner when Smart Update has completed."


_Chippa_

[Cyndeew]

The version is 4.0.0.2618.

I realize there is a newer version but everything you said to do did not work. I cannot access pctools.com website through my laptop - I had to log into my office computer through remote to read and post a reply here.

Where did you find the FAQ page?

I cannot get to the update page, I would, but pctools website is one of the pages my computer is blocking on my laptop, so I can't download it.

I am getting really frustrated with this. Thanks for the help.

[Cyndeew]

I'll save the update and email to another address and try to update laptop that way. We'll see.

Update - this won't work, for some reason, I can't get mail account to work at the address where I am located through my laptop. I am wondering if this has anything to do with SD?

[Cyndeew]

Okay, I FTP'd the update to my website and then downloaded and installed on laptop. It shows current version to be 4.0.0.2621 and also shows that I haven't updated in X days even though it appears to have been updated.

Still cannot get to several websites and smartupdate still gives the error. Also, I noticed that the malware tool isn't available on laptop but is on office computers. Would that be because I bought boxed products for office compuers and downloaded from internet to my laptop?

What now?

[Chippa]

The box version of Spyware Doctor is an older version, therefore once you have activated, you will need to upgrade to the latest version in order to obtain the updates.

The latest reference database is 3.06190. Check the status screen of SD.

Sometimes the status screen does not update. however, if the reference database is 3.06190, you should be able to remove all infections up to date.

Some tools are updated via the smart update.

If you have installed the retail version and have successfully activated. Uninstall the retail version completely and re-install SD from the PC Tools website.

Also, once you have uninstalled SD retail, try to visit those websites you are having trouble accessing, to see if SD is interferring.