Can’t Smart Update.

Follow the steps to identify the cause of Spyware Doctor Smart Update failure.

1. Internet Connection:
   
   Make sure that you are connected to the Internet when attempting to perform a Smart Update.
   
   
2. Perform another Smart Update:
   
   

   Completed successfully: This indicates that our servers were busy or that your internet connection speed was too slow to complete the download last time. There is nothing wrong with your computer or Spyware Doctor, if you can't Smart Update again in the future, simply re-attempt at a later time.

   Still unable to complete downloads: This indicates that there may be configuration issues with your internet connection or Spyware Doctor, proceed to step 3.
   
   

3. Check the version number of Spyware Doctor by clicking on the 'Help' button then select 'About':
   
   

   I am not using Spyware Doctor 7: You need to download and install Spyware Doctor 7.

   I am using Spyware Doctor 7: Change Proxy settings within Spyware Doctor to match your network configuration.

   -Go to 'Settings' in Spyware Doctor.
   -Choose 'General'.
   -Click 'Proxy Settings' on the right hand side.
   -Check the option 'Use Direct Connection' or 'Use Proxy Server' and enter your network Proxy Server details.
   -Click 'OK' to exit.
   -Attempt another Smart Update.
   
   

4. I still can not complete a Smart Update:
   
   

   Firewall / Proxy Server programs: You may need to temporarily disable your firewall or proxy server to perform Smart Update, as these programs can sometimes block the Smart Update connection.

   Place the following filenames 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.

   'pctsGui.exe', 'pctsSvc.exe' and 'update.exe'
   
   
   Other Anti-Virus programs: You may need to temporarily disable any other anti-virus program prior to performing Smart Update. These programs can sometime determine the download as a malicious acition. Please remember to re-enable your Virus Scanner when Smart Update has completed.
   

   
   
5. Spyware Infection:

Recently there have been some infections that have been specifically designed to block security software updates such as those used by Spyware Doctor.

To allow our representaives to determine if it is an infection that is causing the update to fail, please follow the steps shown below:

1. Select “Start” (or the Windows Vista Logo)
2. Type the following: cmd
3. Click “OK”
4. When the “C:\WINDOWS\system32\cmd.exe” window opens, type the following: ping su.pctools.com
5. Press ENTER
6. Please send us a Screenshot of the “C:\WINDOWS\system32\cmd.exe” window after you have completed the above steps.

How to Send a Screenshot:

1. When the Command window is displayed on the screen press the print screen key
2. Go to the Start button/Run and type in pbrush and click OK
3. Paint Brush will open, Click Edit on the menu at the top of the Paint Brush window and select Paste from the menu that appears
4. Click on File menu, Save As and then please enter ‘Ping Test’ in 'File Name' and then use the drop down box in 'Save as Type' to select JPEG File
5. Click "Save"
6. Attach the file to e-mail you send us via the "Send us a question" page.

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