A Bit Disappointed With Support

Originally Posted by BoerenkoolMetWorst

The members of this forum also often have their Prevx heuristics settings to high or max, causing more FP's.

That might be true but is completely irrelevant. And that I can tell you for sure as I am one of those that had FP all the time and that with DEFAULT settings!

The average Joe leaves this on default.

Right. And despite of that gets FP after FP. I have lot's of relatives that came to me when Prevx flagged something again as RED and HIGH RISK blabla. - Yes, with default settings.

I have uninstalled Prevx for this reason (hoping for v4 to improve in terms of FP, hope dies last) and switched scheduled scans off for my relatives as that simply was to much support work for me due to those way to often false positives. (Typical example: file sitting on hard disk for months and out of a sudden is malware, at least according to Prevx. Not according to anyone else.)

And thats the reason why FP management in Prevx3 sucks big time. If you have relatives running similar software setup it isn't sufficient to 'report' those FP's by whitelisting them on your own system. That doesn't help them as they will see RED and ALARM and HIGH RISK anyway ... scaring them to 'death' (in their mind their bank account is robbed already *LOL*).

So you have to report them always by email and that - others have said this plenty times ... is a pain in the .. exactly. So that should be changed by Prevx but they are generally not listening when it comes to FP, stubborn and in denial as they are. According to them their product is perfect as it is and FP's are a only a lie from disgruntled customers. *LOL* But they are a fact to anyone who isn't a die-hard fanboi!

Plus, the average Joe doesn't install much software and if they do, it's mostly very well known software, so I dont think average Joe's have much FP's.

So you think? - Well, think again. I am not talking of keygens and stuff, there Prevx isn't reliable at all. You might be surprised that once before Prevx according to Joe (which told me that during a remote session) had planned to treat EVERY crack patch etc. as malicious. Which speaks for itself.

No, when I was talking here of Prevx being SCAREWARE (so I see others did that too? *LOL*) I meant legitimate programs which you can check at VirusTotal btw always leading to the same result: Prevx is the one and only that finds HIGH RISK blabla ... I had this dozens of times and I really can't remember when Prevx once found a REAL malware on my or my relatives systems.

I myself have all heuristics settings to max and don't encounter much FP's.

So maybe that's the secret after all? - I admit that I never tested Prevx with anything else than default settings. I could very well be that with your settings it has LESS FP's than with default settings. Who knows, I don't.

If I do, I sent the name of the file plus PX5 from the scan log to Prevx email support and it's usually fixed within a few hours.

Yes!!! And we all know how great this 'support' is by Joe for example. But let's not forget: a really great AV solutions doesn't have so very much false positives in the first place. It's obvious that you didn't have to report as much as I did in the past years. Believe me ... it get's on your nerves.

And I wouldn't be so harsh if Prevx had managed to find ONE real active malware on my or my relatives systems. But the last case was years in the past and that was the reason for me buying and recommending it. Since then -> only false positives. That's sad but true.

But let's see if Webroot manages to make this weak side of Prevx (FALSE POSITIVES!) better. Frankly, it cannot get much worse so that job should be easy.

The only reason I am taking my time writing this isn't because I want to start a war here with Prevx Fanbois , but to finally get through to the people who are responsible for those false positives: REDUCE THEM VERY MUCH with v4 and this product should be a real winner!

I really like the idea having with Prevx a 2nd opinion (to Avira) on board but this idea doesn't work out if I have weekly to report false positives, you know?

Having that said I won't say more here. If Webroot / Prevx doesn't want to hear the sincere opinion of their customers that's not my problem. I am not scared by Prevx anymore.

p.s.: Can't await v4 and checking every day as you all people if it is out already.

[aladdin]

Originally Posted by PrevxHelp

We have been hiring a large number of new support team members and I suspect they did not respond as they should have when receiving a dump file. If you could please PM me your email address, I'll be able to look at the support conversation.

LOL! No wonder you personally respond to 5,000 emails a week?

Originally Posted by PrevxHelp

However, I have analyzed your dump and indeed it is a bug in Prevx and ironically it is likely that it is also the cause for pxrts.sys not being uninstalled (as it is related to the self protection components around preventing pxrts.sys from being deleted).

How long this bug has been there?

Originally Posted by PrevxHelp

This has been improved in Prevx 4 but if wanted, we can provide a registry value which will improve the behavior in Prevx 3.

Yea Right! Tried Prevx 4 and it was too expensive and beyond my reach?

So, went back to Prevx 3! v3.0.5.210

Originally Posted by PrevxHelp

As other members have said, while pxrts.sys is largely legitimate (as it is installed by every Prevx product), unfortunately a Zeus variant also uses it at the moment. Most file names are used by malware and our filenames pages provide research assistance by showing some of the information we have on the suspicious filenames to let the user decide, or to encourage them to download Prevx which can determine if the precise file on the system is malicious or legitimate.

Yea right!

Files like, Word.exe, Excel.exe, Access.exe and so forth are all variants of some malware.

Best regard,

KOR!

[PrevxHelp]

Originally Posted by King of Rapture

LOL! No wonder you personally respond to 5,000 emails a week?

Despite my username here, I'm not actually on the support team

How long this bug has been there?

It is an incompatibility which has existed since the beginning of Prevx 3 but as it is a very stray condition, no one has actually encountered it before.

Yea Right! Tried Prevx 4 and it was too expensive and beyond my reach?

Prevx 4 is not released yet so you did not try it

[aladdin]

Originally Posted by vojta

So those that are unhappy with that guy's calumnies should move from their bank to another one just to receive a certain product only because it's free. Makes a lot of sense...for you........maybe.

Hey, we should then stick with free product called Prevx scareware.

Why, we need scareware, or trustware or any other crapware to access our banks.

Best regards,

KOR!

[aladdin]

Originally Posted by PrevxHelp

Despite my username here, I'm not actually on the support team

Glad to hear that. Though, you claimed something about personally replying to........

Originally Posted by PrevxHelp

It is an incompatibility which has existed since the beginning of Prevx 3 but as it is a very stray condition, no one has actually encountered it before.

And, your own site identifies it as scareware!

Originally Posted by PrevxHelp

Prevx 4 is not released yet so you did not try it

So, if it is not released yet, then why did you quote it. Trying to throw a monkey's ranch. Read my lips, I said it is beyond my reach!

[vojta]

Originally Posted by King of Rapture

Hey, we should then stick with free product called Prevx scareware.

Why, we need scareware, or trustware or any other crapware to access our banks.

Best regards,

KOR!

Mindless blah, blah, blah. Internet needs better trolls, we cannot go on with the typcal brother-in-law-that-ruins-family-meetings type.

It's far too boring and, to be honest, a bit embarrassing.

[pabrate]

Originally Posted by King of Rapture

So, if it is not released yet, then why did you quote it.

He talks about v4 at least twice a day for months now.
If there are some issues , guess what, that's been taken care of in v4 , but the problem is ... that product is somehow chained to something and chains just wont break

But there is a bright light, he said he's going to tell soon about release time.
How soon ? Who knows...
He might as well tell soon that it's going to be released next year.

In the meantime I'll switch to new Avast 6.0 or new Threatfire.

Happy waiting and keep your hopes high

[davidbaldwin]

Originally Posted by PrevxHelp

Despite my username here, I'm not actually on the support team

Curious, if you're not part of the support team, then how are you able to help?

[PrevxHelp]

Originally Posted by davidbaldwin

Curious, if you're not part of the support team, then how are you able to help?

I'm the lead of the Prevx 3/4 agent development and I feel that the best way to develop the product that our users want is to interact with them directly. That being said, I do find myself doing quite a bit of support (5,000+ posts here alone ) but helping customers directly allows me to ensure that the necessary changes are made as quickly as possible.

[aladdin]

Originally Posted by pabrate

In the meantime I'll switch to new Avast 6.0 or new Threatfire.

Avast! is great and they really gives you an excellent product for free which does everything, with very few FPs. Been using it for over last 10 years or so.

They don't give you a partial product and then if you want to remove the viruses whether they are FPs or not FPs, they don't try to hook you in by selling you the license to remove them.

Best regards,

KOR!

P.S. Avast! is not Fake Anti-Virus program!

[vojta]

Some months ago I had to uninstall Avast free from my brother's computer so I could install a serious product that could clean all the rogues that were cramping the screen with (real) scareware messages. I wouldn't touch Avast with a pole a light year long.

No false positives, though. Great app.

[davidbaldwin]

Originally Posted by PrevxHelp

I'm the lead of the Prevx 3/4 agent development and I feel that the best way to develop the product that our users want is to interact with them directly. That being said, I do find myself doing quite a bit of support (5,000+ posts here alone ) but helping customers directly allows me to ensure that the necessary changes are made as quickly as possible.

That's awesome, and no doubt that's the best thing for Prevx and their customers. I do have other issues but they no longer belong in this particular thread... ( MyPrevx web-based self-support - good idea and helpful for remore-monitoring, but not not without its glitches).

[davidbaldwin]

Originally Posted by davidbaldwin

I have not achieved a perfect uninstall as pxrts.sys is STILL in my system32\drivers folder.

UPDATE:
- I reinstalled PREVXCSIFREE.EXE, which completed the Learning Scan, and I emailed that to Prevx Research.
- I uninstalled PREVX using Start, Programs, Prevx, Uninstall (run as admin, even though I was logged in as admin)
- It uninstalled and prompted a reboot to remove all files (previous attempts did not prompt for a reboot)
PXRTS.SYS has now been removed from system32\drivers
- I didn't use, nor do I see any use for the Prevx3 removal utility, which didn't do the job I expected prior to this.

Oh, and during the 20 mins that Prevx was installed (which includes a free trial of SafeOnline), I had an Internet Explorer (Not Responding) http://www.wilderssecurity.com/showthread.php?t=292954

p.s. I am not disappointed with Prevx Support (although PrevxHelp is quicker )