Bad Information On Forum?

Discussion in 'ESET Smart Security' started by OLDXTECH, Jul 2, 2009.

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  1. OLDXTECH

    OLDXTECH Registered Member

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    I just spent 30 minutes on the phone with several techs at ESET in San Diego.

    Here is what I learned, which conflicts with information on this forum.

    1-ESET does NOT distribute any "upgrades" automatically NOR do they NOTIFY clients of new versions. Thus, in my case, I have 3.0.650 and they will NEVER tell me about 3.0.684. It is up to me to go to their site to find out and to download. This is in conflict to what was stated on this forum by MARCOS and others.

    2-They now RECOMMEND that you ALWAYS uninstall the old version prior to loading the new version AND will be happy to send you detailed instructions on how to do this.

    3-They state that people like me who are running XP + SP3 + Dialup, stay with 3.0.684 and that version 4.0 is more for Vista based systems and that it is now considered stable. They state that XP users wait to go to version 4.0 for a while longer. [Don't fix it if it ain't broke!]

    It would be nice if clear and correct information was available someplace. If this information from ESET does not seem correct to some of you, then perhaps ESET has some further problems that need correcting. Don't blame me for passing this on - I only repeat what I was told on a very long phone call. Cheers. Jim
     
  2. ronjor

    ronjor Global Moderator

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  3. OLDXTECH

    OLDXTECH Registered Member

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    Thanks, but I have read that post/link a while back.

    It states that:

    "That's why PCU 3.0.684 has not been distributed to all v3 users until now."

    Which I understand [plus a prior post by MARCOS] to mean that ESET would send "distribute" to me.

    Just trying to make clear that ESET does not "distribute" and that you must go to the web site to get it. I have been waiting for months for them to "distribute" this to me. I now understand that I must go download it myself.

    Am I correct on this or not?
     
  4. Marcos

    Marcos Eset Staff Account

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    Since PCUs are approx. 30 MB in size and are distributed to millions of users worldwide, it will take some time until all users get the update automatically. If there's a reason why you cannot wait until the PCU is downloaded and installed automatically (e.g. you're experiencing an issue fixed in a newer build), download the latest v3 (or better v4) installer and install it manually.
     
  5. ronjor

    ronjor Global Moderator

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    I was under the impression ESET was going to push out this program update for Version 3 soon.

    ESET will have to answer the question as to why it hasn't been pushed out at this point.

    Just for information purposes, ESET does issue program upgrades when they feel they are safe and usable for all users.
     
  6. OLDXTECH

    OLDXTECH Registered Member

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    Hi. Thanks for taking the time for me. Seems there is a difference from what ESET is now saying. Take a look at this, which I just received as a result of my service call [makes you guys hard work a lot harder!]:

    Update for Case #xxxxxxx - "per call-feedback"

    An ESET Customer Care Representative has updated this case with the following information:

    Hello,

    Thank you for contacting ESET Customer Care. The upgrades don't happen automatically you would have to go our website to download the latest version. These are the instructions that you need to uninstall and reinstall your program.

    For step-by-step instructions on this process, please click or copy/paste one of the following Knowledgebase articles into your web browser:
    ------------------------------------------------------------------------------
    Version 4.0:

    http://kb.eset.com/esetkb/index?page=content&id=SOLN2116
    ------------------------------------------------------------------------------
    Version 3.0:

    http://kb.eset.com/esetkb/index?page=content&id=SOLN93
    ------------------------------------------------------------------------------

    I am now downloading the latest stuff. Cheers. Jim
     
  7. Marcos

    Marcos Eset Staff Account

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    It entirely depends on the question. If you mean minor updates, such as from v. 4.0.416 to 4.0.437, this can only be done manually. Also a manual installation is necessary if one wanted to update v3 to a newer build which contains fixes to some issues that were reported. However, now v3 users don't need to install a newer build manually as an automatic PCU to v. 3.0.684 is being staggered and gradually distributed to v3 users with older builds (there are many variables that affect the speed of distribution, such as other higher priority updates which take precedence over PCU). However, if one wants to update from v3 to v4, this can only be done by manually installing v4 over v3. As usual, we recommend uninstalling the previous version first for various easons (e.g. to make sure that default settings are used and potential issues are not due to misconfiguration of the previous version).
     
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