Computers! ...and other tales of woe...

sheeny (Al) · #1 23-07-2008, 08:38 AM

A month or so ago my PC Anti-virus software stopped updating. It seemed to coincide with a fault on my router which required me to reset the router, and while I got it going again I wasn't confident I had all the settings right, so I wasn't too concerned - I figured all would be OK, when I find the correct settings for the router.

It turns out there were no other other settings that I need on the router, so last week I started fixing the problem with the AV software. I worked through the knowledge base document to a point in the middle of the procedure where it says if this doesn't work, contact support before going further. So I contact support and they tell me to do it again. So I do, and still no luck so I proceed past the contact support part of the prcoedure and proceed to uninstall the software to reinstall it.

It won't reinstall.

I have to have IE as my default browser to comply with the software support requirements

, but the download webpage it has to access to install or update the software just comes up blank.

I've tried it with firewalls and without, etc. No success.

After 3-4 days of email to/from support, they are exhausted and pass me on to the live assist techs.

The first one logs in and as we work thorugh the problem, he tells me the web page only comes up blank if the PC is infected... "please run AV to clear the infection"

. I remind thim that it is uninstalled... "oh Well how will you fix the infection?"

Dead pan, I replied "well I don't know..." but that didn't solicit any response, so I suggested I had AV on my laptop, so if I share my C drive I could scan it from there. "It might work..." So I left the laptop and PC on overnight scanning.

No infection...

So back onto live assist... get another tech... "Can I run the fix on your PC?" so I say OK... 15 minutes later I get the message "Asher has been disconnected from live chat due to a problem on his PC. You have been placed back in the queue." At this stage you have to laugh!

Eventually, I get back to the top of the queue and I get Asher back as my tech... "OK I've run the fix, now. Restart the computer and you'll be able to access the website and reinstall the software".

No chance! Same thing!

Back onto them again tonight a suppose...

It's all just so time consuming!

Al.

Dennis · #2 23-07-2008, 10:42 AM

Now that is a sad story - I hope you have a happy ending to report at some stage!

Cheers

Dennis

asterisk (Geoff) · #3 23-07-2008, 11:51 AM

Don't you just love the technical support that you get now? I fully sympathise with your problem

A while back, I had trouble with a glitch in a program - filled in a request for support form - got an email back asking for a complete, detailed report, beginning with the installation. OK - dredged through my memory and came up with an extensive report.

Got a reply "I see you are having problems installing our software ..." and gave me instructions on installation. I persevered and replied with the correct problem. Another request for a complete report, beginning with installation.

I solved the problem - control panel|add/remove programs - used an alternate piece of software.

Needless to say, I declined their request for an upgrade to their "new, improved program, completely bug-free"

Good luck. I hope the problem is fixed.

Kal (Andrew) · #4 23-07-2008, 01:29 PM

Al, have you considered switching to another anti-virus program? There are a couple of good free options, which are every bit as good as the paid for software except you don't get tech support (which is what you are really paying for)

I use Avast! on 4 computers at home and I am very happy with the product.

vindictive666 (John) · #5 23-07-2008, 02:47 PM

Quote:

Originally Posted by Kal

Al, have you considered switching to another anti-virus program? There are a couple of good free options, which are every bit as good as the paid for software except you don't get tech support (which is what you are really paying for)

I use Avast! on 4 computers at home and I am very happy with the product.

so have i for several years now no problems so far

regards john

sheeny (Al) · #6 23-07-2008, 02:48 PM

Quote:

Originally Posted by Dennis

Now that is a sad story - I hope you have a happy ending to report at some stage!

Cheers

Dennis

So do I, Dennis!

Quote:

Originally Posted by asterisk

Don't you just love the technical support that you get now? I fully sympathise with your problem

A while back, I had trouble with a glitch in a program - filled in a request for support form - got an email back asking for a complete, detailed report, beginning with the installation. OK - dredged through my memory and came up with an extensive report.

Got a reply "I see you are having problems installing our software ..." and gave me instructions on installation. I persevered and replied with the correct problem. Another request for a complete report, beginning with installation.

I solved the problem - control panel|add/remove programs - used an alternate piece of software.

Needless to say, I declined their request for an upgrade to their "new, improved program, completely bug-free"

Good luck. I hope the problem is fixed.

Thanks. Fingers crossed... but I'm not too confident...

Quote:

Originally Posted by Kal

Al, have you considered switching to another anti-virus program? There are a couple of good free options, which are every bit as good as the paid for software except you don't get tech support (which is what you are really paying for)

I use Avast! on 4 computers at home and I am very happy with the product.

Thanks Kal. I have been thinking seriously about dumping it and changing horses. I'm only persisting because it is working perfectly on my lappy, and I've used it for a long time so I'm comfortable with what it does and how it works (... when it works

).

If/when I get to the abandon ship stage I'll check out avast.

Al.

Marko of Oz (Mark) · #7 23-07-2008, 03:41 PM

What product? Perhaps one of our learned IISers can assist. I know Mcafee have a removal tool for removing faulty products that won't reinstall.

sheeny (Al) · #8 23-07-2008, 03:45 PM

CA Internet Security Suite. I uninstalled CA Anti-virus and also Anti-Spyware at the same time (as I'd been getting some PPCtl errors on Anti-Spyware so thought it might fix that at the same time.

Neither will reinstall ATM.

Al.

ving (David) · #9 23-07-2008, 03:51 PM

you know if low lifes didnt make virus' we wouldnt have a problem........

Kal (Andrew) · #10 23-07-2008, 04:12 PM

If it won't install again then there is a chance that it wasn't completely uninstalled the first time and there is still traces of it left on your pc. You may have tried this before, but this page has a link to an online uninstaller, although I would verify with your support line to ensure this is a valid web addess from CA themselves.

vindictive666 (John) · #11 23-07-2008, 05:55 PM

Quote:

Originally Posted by sheeny

CA Internet Security Suite. I uninstalled CA Anti-virus and also Anti-Spyware at the same time (as I'd been getting some PPCtl errors on Anti-Spyware so thought it might fix that at the same time.

Neither will reinstall ATM.

Al.

i used to subscribe to ca antivirus plus the other utilities until i installed service pack3 for xp pro not very user friendly in my opinion (Ca)

wouldnt install uninstall yadda yadda

had nothing but trouble so i gave them the finger and started using avast again, used it my other comp no probs (avast)

regards john

sheeny (Al) · #12 23-07-2008, 07:26 PM

Thanks for the responses guys - appreciate it!

(And you never know it may just benefit someone else down the track...

)

I tackled the live assist techos again this arvo, and the problem is solved! It seems that a more thorough uninstallation was required. The live assist tech installed 2 programs on my PC for me to run to clean it up properly, and then it reinstalled.

Only took another 2 1/2 hours!

But the world is a good and wholesome place again!

Al.

sheeny (Al) · #13 23-07-2008, 07:28 PM

Quote:

Originally Posted by vindictive666

i used to subscribe to ca antivirus plus the other utilities until i installed service pack3 for xp pro not very user friendly in my opinion (Ca)

wouldnt install uninstall yadda yadda

had nothing but trouble so i gave them the finger and started using avast again, used it my other comp no probs (avast)

regards john

Hmmm, interesting comment, John. I haven't updated to SP3 yet. After this little fiasco I might wait a while...

Al.

Matty P (Matt) · #14 23-07-2008, 08:19 PM

Quote:

Originally Posted by sheeny

Thanks for the responses guys - appreciate it!

(And you never know it may just benefit someone else down the track...

)

I tackled the live assist techos again this arvo, and the problem is solved! It seems that a more thorough uninstallation was required. The live assist tech installed 2 programs on my PC for me to run to clean it up properly, and then it reinstalled.

Only took another 2 1/2 hours!

But the world is a good and wholesome place again!

Al.

That is great news Al. Must be great having it all back to normal now.

leinad (Dan) · #15 23-07-2008, 08:28 PM

Did ya get your hands on those two programs he installed. Saved to desktop somewhere? Might save you those calls if the same thing ever happens again.
Good to hear its fixed.. that would have driven me over the edge.

sheeny (Al) · #16 23-07-2008, 08:42 PM

Quote:

Originally Posted by leinad

Did ya get your hands on those two programs he installed. Saved to desktop somewhere? Might save you those calls if the same thing ever happens again.
Good to hear its fixed.. that would have driven me over the edge.

Yeah, they're still the root directory. Good suggestion.

I'll save them and the log file with the instructions in it. I learned a long time ago, there's nothing wrong with going over the edge as long as your rope is long enough!

Quote:

Originally Posted by Matty P

That is great news Al. Must be great having it all back to normal now.

Ooooo yeah!

Al.

Kal (Andrew) · #17 23-07-2008, 09:31 PM

Good news Al! See, computers aren't that frustrating

Jen · #18 23-07-2008, 10:50 PM

Bobj · #19 24-07-2008, 06:52 AM

And you think you're having problems?? My laptop would not boot up, so I took it to the computer shop and the tech. told me that a bloke went to see him about his lappy. It goes that the bloke's lappy was infected by a virus, so the bloke went to his study to get a manual. He put the computer on his desk and searched on the top shelf for the manual. While doing the searching, he happened to knock his bowling ball....right on to the lappy. End of virus....

My lappy, it was something about anti static. All ok now.

vindictive666 (John) · #20 24-07-2008, 07:13 AM

Quote:

Originally Posted by Bobj

And you think you're having problems?? My laptop would not boot up, so I took it to the computer shop and the tech. told me that a bloke went to see him about his lappy. It goes that the bloke's lappy was infected by a virus, so the bloke went to his study to get a manual. He put the computer on his desk and searched on the top shelf for the manual. While doing the searching, he happened to knock his bowling ball....right on to the lappy. End of virus....

My lappy, it was something about anti static. All ok now.

so let me get this straight? he keeps a bowling ball high enough to drop on something ?

ouch poor foot head or lappy

lol

regards john