SD5 and Smart Update

David Broomfield · #1 03-28-2007, 10:55 AM

I've installed SD5 and all appears to work OK except for the Smart Updates - I get the "Error downloading the list of updates" message.

I've read through the other postings on this topic, and none of the solutions work for me.

I don't have Norton installed, and I have temporarily disabled the firewall and virus checker (AVG). Still no joy...

Chris · #2 03-28-2007, 11:22 AM

You may need to configure anti virus to allow smart update to come through.

David Broomfield · #3 03-28-2007, 02:27 PM

I've switched off the firewall and the virus checker. Still get the same old error...

a9cs · #4 03-28-2007, 03:07 PM

Not hijacking David's thread, merely adding to it.....

One of my customers has just upgraded to version 5 and they cannot get updates down either. This has not updated since the upgrade a week ago and was working fine before. Norton Internet Security allows all traffic on SD and I have tried without Norton's firewall enabled too. Windows firewall is off and SD is listed as an exception.
Any ideas?

mjq424 · #5 03-28-2007, 04:57 PM

Hi
Others have noted that the Norton AV must be disabled a well as the firewall to allow SD to update (this is a known issue being worked on by PC Tools)
Hope that helps

luke · #6 03-29-2007, 02:03 PM

Does anybody know if it is possible to manually update??

Like just download a file??

As i cant disable my firewall. with other protection programs i just manually update.... can i do this with SD?

louismj · #7 03-29-2007, 02:33 PM

I too just purchased a renewal to SD. Under no circumstances can I run Smart Update so that the renewal can take place. Have de-activated Norton 2007 and any other security, but to no avail.

Outside of their first response (to run Smart Update - go figure!!!!!!!!!!) SD reps have NOT responded to address the issue. Since it appears that their CS is less than stellar, I am attempting to contact their corporate office (in the US-once I get the number). Should that not work, I plan to make all potential buyers aware in my Security Blogg.

I suggest u all do the same. Cleary SD is aware of the problem, but continue to sell without regard for the customer.

gr8tiepyst · #8 03-29-2007, 02:48 PM

I just upgraded to 5.0 on one computer, I purchased in November the SWD for three computers and I'll be danged if I'm downloading the upgrade on anything else. I tried to work through the fixes and they cause further problems. This is really disappointing especially when you try to get help and you get no answers and according to the website they have award winning customer support provided free? Really! I would just like decent support or any support at this point. This is very frustrating, I work online and I cannot be slowed down I spent an hour of time playing with this thing this morning before finally just uninstalling it to get to work. How frustrating.

misery · #9 03-29-2007, 02:48 PM

Quote:

Originally Posted by louismj

I too just purchased a renewal to SD. Under no circumstances can I run Smart Update so that the renewal can take place. Have de-activated Norton 2007 and any other security, but to no avail.

Outside of their first response (to run Smart Update - go figure!!!!!!!!!!) SD reps have NOT responded to address the issue. Since it appears that their CS is less than stellar, I am attempting to contact their corporate office (in the US-once I get the number). Should that not work, I plan to make all potential buyers aware in my Security Blogg.

I suggest u all do the same. Cleary SD is aware of the problem, but continue to sell without regard for the customer.

You seem dissatisfied - as am I.

Pctools allows customers (if they have bought the product on the Pctools website anyway) to get a refund if they request (demand ?) a refund within 30 days after your purchase (or date credit card was charged?).

I suggest you do that, and move on to a more trustworthy company for your spyware protection. But it's up to you

I am unfortunate enough to be past the 30 days period, so no refund

Patrick O'Brien · #10 03-29-2007, 09:03 PM

Guys,

I'll contact our technical support group for some suggestions on troubleshooting the smart update concerns.

luke,

With previous versions of Spyware Doctor, we did offer the ability to obtain the smart update manually. However, since we have re-programmed SD5 from the ground up, we can no longer offer this option because the definition file sometimes relies on the On Guard features being updated and the On Guard features can only be updated directly through the program's interface.

gr8tiepyst,

This is not the type of support that we want our customers to experience. If you could please send me a Private Message with your email address, I will open a support ticket on your behalf. A support representative will then respond as soon as possible.