Server Connection Failures

Ok, that's a different take from mine, but certainly sounds more optimistic.
I would hope eset could find work-arounds to alleviate the problem, sooner than later.

 

Thanks Marcos,


Mine updated fine this morning.

 

oh please!!! I don't usually make comments like this on forums, but what crock of ...
I have received numerous calls and as stated previously, have had in the vicinity of 100 emails from computers that are failing to update. The "official" NOD32 support directs people to this forum and that's why I am trying to find answers here, rather than phoning my distributor whose phone is constantly engaged - I wonder why
I finally managed to update my home computer at 6.30 this morning - 24 hours after the first attempt ... which is too long a time to be without a fully updated antivirus program in these times.
I hope ESET will do whatever needs doing to prevent this happening again in the future ... or at the very least post some sort of bulletin on their websites to advise people when there IS a problem.

 

That would be the *least* one should expect, I agree.

 

I visited the NOD forum in preparation for possibly using this AV for my organization.

Thank goodness I read this thread before I bought NOD -- or even trialed it. It's evident that NOD needs to improve its management plans & customer relations. I cannot understand the casual, almost uncaring attitude of the NOD organization.

I do not need the kind of non-support manifested here. I'll check back in a year or so, maybe. Best of providence to you all.

aloha..... bellgamin

 

I too am in Queensland, with more than 500+ licenses of Nod32 out there, I am yet to receive a single phone call, I know this is not really your point, however I would expect to receive at least one call about it… Do you have all your customers computers set to update automatically?

This is because Rod is a one man business, with the occasional help of his daughter who is at University. And at the moment he is extremely sick, to put it in the terms of his doctor, too sick to go to hospital as the bugs there would kill him… For the moment he has handed the reigns of the business to a friend of his so he can try and recover…

I agree with you, this is way too long, I do know around the time you were writing this post Eset were rolling out the new release to the public of version 2.12.2.

I will try to see if I can have a Eset employee give us some answers as to why it seems as though some people are having problems updating, maybe they need a few more servers brought online to handle the demand…

Cheers

 

The support is pretty damn good here at Wilders, the greater majority of problems are addressed very quickly, usually within minutes, others can take a little longer, which is no different than any other support forum, each customer also has a direct feed into Eset with their support@nod32.com email address. Eset actually have 4 support email addresses and if any of these are used they all go through to Bratislava in Slovakia.

Cheers

 

I personally set up all my client's computers and always set it to warn me when they received either virus or error messages. I still have every error message I received during the period. I personally had the same server failure error on my own computers over a period of an entire week, so I can assure you it wasn't a random occurrence in this part of the world .. most of my client's are only on dial-up connections, but I experienced the problem on both my own ISDN connection & on the adsl at work.

You misunderstood me ... I was not accusing Rod of any neglect ... merely suggesting that his phone was probably busy bec there were a lot of people asking for help.

Which I found out from the forum, but not until after the event. It would have been much more helpful for NOD resellers to have been advised in advance by email ... we get emails regularly about the awards NOD is receiving & so on, so it can't be too difficult to send an advance notice of something like this?

In any case, there are several people still experiencing problems updating. In fact only yesterday, I got a "server error" on a computer I was setting up & had to update it manually.

That would be greatly appreciated

 

I always advise my clients to check manually at least once a day, and it be the very first thing they do after a internet connection has been made, maybe this has something to do with the difference we are seeing, who knows…

I think it would just have been due to his illness, as usually within a call or 2 I can get through

This usually is how Rod does it…

Email has been sent, will have to wait for the weekend to pass

Cheers

 

ditto here ... but the problem was that they were continuing to get "Update attempt failed (Server connection failure)" every time they tried.

In the last 3 days I am starting to get the occasional "Update attempt failed (Incorrect username or password.)" although they are 100% correct, which is proven by the fact that, they get the update the very next time they go on line. After phoning people to check this, the first couple of times, I decided that it must just be another glitch and haven't worried since. They inevitably seem to get the update, although none of them has changed their username and/or password since receiving the warning

thanks, I look forward to hearing the response

 

That's a worry

Cheers

 

Hello everybody,

Firstly, I'm summing up for the whole of this thread:On Wednesday 8th September the system generated base updates for both v1 and v2 and it gave our servers quite a hard time. Thus we had to wait a few hours for the situation to calm down before releasing the English PCU (2.12.2). The upshot of this is that we are in the process of adding 2 more update servers in the USA. On top of that, 2 days afterwards there was a problem with the www.nod32.com domain name causing anxious moments for many users. Without going into the matter, it was not Eset's fault.

It's difficult to make a sweeping cure for every users problems receiving updates. Whenever a user contacts support@nod32.com with similar problems, 99% of the time their UN + PW are fine. Most of the time it's just that they haven't entered their UN + PW correctly. I appreciate your point Sagittarius that nothing has been changed in the user's settings but again it's impossible to give universal explanations or cures. Some users have dial-up connections but have left their settings in NOD as though for a LAN environment. This would cause such error messages as have been mentioned in this thread. I'm not saying that anybody who has written in this thread has made a mistake like this, I'm just trying to point out the common errors users inadvertently make and the fact that internet connection is not always 1,000,000% reliable.

Bandicoot. (Eset Software Support)

 

Evening Mr Coot, thank you for your input...

Although I am sure the outcome will not be exactly what was expected, hopefully what has been seen will pass, and if it happens again (UN and PW going a little haywire) then the people involved will send a email through to support to see if the problem can be resolved...

I am wondering if it could be a timing situation, as in most of Sagittarius's customers are in country Queensland on dialup connections, I expect the speed (well lack there of) to be very slow, maybe the speed to reach the authentication server is not quick enough, hence the rejection of the UN or PW... just a thought...

It is always good to see that ball of fur scurrying around the halls of Wilders…

Cheers

 

Please explain further. You say:

"the system generated base updates for both v1 and v2 and it gave our servers quite a hard time".

and

"On top of that, 2 days afterwards there was a problem with the www.nod32.com domain name causing anxious moments for many users."

but at the same time you say:

"it was not Eset's fault."

You seem to be saying that their were issues with your servers and your domain name, but at the same time claim it's not your fault. I'm sorry, but that really defies logic.

Why did you not have adequate server capicity for US users in the first place??

There are probably millions of people out there unsatisified with Norton and Mcafee and would be willing to give another AV a chance. It's really a great product. But these particular kind of problems make you guys look like amateurs. If you want to ever be more than just a niche product, then you have to excel at every area, and that includes customer service.

 

Well it's good afternoon here in Bratislava..... ha!

Good point Mr. Spear... I think NOD has a time out point if the update info. is taking too long to get through or if there's a deafening sound of silence down the ether. I need to ask one of our developers for exact details but the guy I want is in Chicago at a conference. I'll ask the question when he returns.

Bandicoot.

(Ball of fur scurrying around the halls indeed........ ha ha ha eh eh eh eh. Very good.)

 

And by the way, I am not a NOD basher. I've used the product for almost 2 years, defended it to all my friends, reported shared usernames/passwords to Larry McJannet when he used to be with Eset, etc.

I like the product but there seem to have been a lot of issues since the new release came out.

 

This was to do with the new release of version 2.12.2

All I can say, is this was a Domain issue that was out of Eset’s control, it was promptly fixed…

Eset are a small but rapidly growing company, as they stretch there will be problems along the way, commonly known as growing pains. As pointed out, the server issue is being addressed…

They are working on it, from what I understand more staff are being hired, more servers are going online, the product has just gone through a major upgrade with the HTTP scanner…

Hope this helps…

Cheers

 

Ah yes, but you are in yesterday, we are in your tomorrow

Thank you Mr Coot, as always ever so helpful

Well them thar varmints just keepa scurrying anywhere and everywhere, just a quick ball of fur in the distance, where’s me gun? ? ? ? ?

 

Well, the system generated base updates for both v1 and v2 and it gave our servers quite a hard time.... is that difficult to understand? I never said this was not our fault.

The company that holds our domain name... there was a minor problem which caused Eset headaches.

If you want to have a go at our customer service, fine.... drop a line to sales. I'm just busy doing my very best to help people in support.

 

And we very much appreciate it Mr Coot

Thank you for your continued input here at Wilders, it helps us all to learn...

Cheers

 

Thanks Mr. Spear. I don't mean to be touchy with Sagittarius.... sorry my friend ... but as Mr. Spear explained we are taking on more staff in all departments. We want to be the number one AV in the world of course. But sometimes a couple of unrelated things can occur and cause a problem... what can I say? I'm not an official spokesman for Eset... I just stick my head in here now and again when I can.

Right, the blurry ball of fur is leaving the building.......

Bandicoot.

 

I think you may mean MNKid

Cheers

 

I can absolutely guarantee that each of the people who were receiving that message had the correct UN & PW. I am still receiving the message intermittently from various computers, but have adopted a wait & see attitude now. Most times it only happens once, but I have had one recurring case, that seems to have suddenly come right.
Re the LAN/Dial-up settings, not too many of these people are even aware that they have a LAN card, let alone how to configure settings for one and very few of them ever touch any settings in their computer. I really can't see this being behind it, especially when it suddenly rights itself the next time they connect to the internet

Because I offer personal support to all my NOD customers, & they can phone or email me for help, I do my best to find answers for them with the assistance of this forum. I should add that I am extremely grateful for it's existence and for the valued support I have received, esp from Blackspear, who being a fellow Queenslander, has some knowledge of the local situation, e.g.

I feel this may have had a lot to do with the fact that many of my clients were receiving server error messages during the week or so that the upgrade was rolled out, but can't see how it would affect their UN & PW.

au contraire, I don't think it is I with whom you have been touchy ... perhaps MNKid may have been a little put-out, however I have no problem with your response

 

Actually not put out at all. Sometimes when people express their feelings about an issue, it shows how much they care about it.

I love NOD, but I ain't afraid to hold Eset's feet to the fire. At least Mon-Fri, as I also don't work weekends