got tech support?

Discussion in 'ewido anti-spyware forum' started by blueoysterdvp, Sep 26, 2007.

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  1. blueoysterdvp

    blueoysterdvp Registered Member

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    I just received an email from ewido network support referring me to the Wilder Security Forum for information concerning the Error.txt log I sent them,the problems with the scheduler and the usual update problems.I mentioned to them I was getting NO response here.

    It said the registered ewido employees will perhaps address this issue Thursday.

    The email contained the usual server problem excuse,but did not address the other issues I sent to them.

    That's the tech support I get with a paid subscription?:thumbd:
     
  2. Steel

    Steel Registered Member

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    I'm very surprised that you are wondering about this situation. Read the posts in this forum and you will see, there's no interest since weeks or months from Grisoft helping their customers or give them infos. This Product, earlier called ewido, dies with that point, Grisoft bought ewido. And the ewido guys do not respond to us, too.

    Money rules the world, you can see it best since Grisoft bought ewido. Since that time nobody's interested into " customers ".
     
  3. blueoysterdvp

    blueoysterdvp Registered Member

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    Yeah I know.I just thought it was ironic that the actual "tech support" sent me here.I have several unanswered questions in this forum.


    It would be funny if I wasn't a paying customer.The original ewido always answered my questions promptly.I miss the independent ewido 3.5,those were the days!
     
  4. kodl

    kodl Registered Member

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    I am really sorry to hear that, that should not have happened! Could you possibly pm me and send me the e-mail that you received, or at least who sent it (e-mail) and when? Thanks
     
  5. blueoysterdvp

    blueoysterdvp Registered Member

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    I just received a solution by email from ewido network support for the other 2 problems I sent them.Hopefully this will resolve the issues.Did the post here really help?
     
  6. blueoysterdvp

    blueoysterdvp Registered Member

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    9/27/2007 8:38:18 AM] application start was blocked because of several instances

    Still showing up in logfile,but application does open as I have mentioned in other posts.

    Running the same apps I always have.This started when AVG went 7.5.1.43.

    Nothing in error log yet.
     
  7. blueoysterdvp

    blueoysterdvp Registered Member

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    Latest Error log with same entries as before.


    [9/27/2007 9:18:18 AM] Error: [CProcessInformation]: Creating snapshot for module enumeration failed., Value: 00000008, Position: .\ProcessInformation.cpp, 274
    [9/27/2007 9:18:19 AM] Error: [CConnectionInformation]: Creating snapshot for module enumeration failed., Value: 00000008, Position: .\ConnectionInformation.cpp, 227
     
  8. stapp

    stapp Global Moderator

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    Same error text entries for me also.

    It would help if they would even explain what the error messages mean.
     
  9. vinzenz.ewido

    vinzenz.ewido former ewido team

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    Hi,

    This messages should have just been log messages and not error messages.

    They're not critical and just related to the Process Viewer and Connection Viewer. They're not related to the Update or any other component. This error should be found on many systems.

    The logmessage is just too verbose + in the wrong severity level.

    I am sorry for the inconvenience.

    Regards,
    Vinzenz
     
  10. Triple Helix

    Triple Helix Webroot Product Advisor

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    Where is all the Staff hiding vinzenz we need some answers to other questions that need to be addressed!

    TH :doubt:
     
  11. kodl

    kodl Registered Member

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    Sorry, what other questions do you mean? Vinzenz answered the question about error reports. And as said above, technical support for all AVG products is provided through the e-mail, the particular (incorrect) answer was sent later, with apologies. Sorry, really don't get it - what other questions do you want answered? Would love to help, if I can
     
  12. berng

    berng Registered Member

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    Considering that the time took to answer the "staff hiding" question is 20 days, I would say that a "staff hiding" issue exists and that the question has not been answered.

    Last post by Peter - Aug 28
    Last post by Vincenz - Oct 4
    Last post by Karl - Oct 16

    Does "staff hiding" depend on the question? Is this Ewido turning into a Wilder's self-supporting forum?
     
  13. support.grisoft

    support.grisoft Grisoft Team

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    We would like inform you that the technical support is available
    24/7/365 via technicalsupport@grisoft.com, the standard response time is 2 hours.

    Please make sure to use the registered email account when requesting
    technical support and include your license number in the body
    of the email.

    Thank you
     
  14. Frank the Perv

    Frank the Perv Banned

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    I'm glad you guys have goals.

    But I've tried that email several times. One time it took weeks for a reply (and only after I emailed again), one time I never got a reply.
     
  15. berng

    berng Registered Member

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    Is this another way of saying not to hold out breaths waiting for a reponse from Ewido/Grisoft on this forum?
     
  16. kodl

    kodl Registered Member

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    No, definitely not. The above just says that if you use the above e-mail, you should get response within two hours as that is connected to a centrally managed system with sufficient number of technical support personnel, who can answer questions and solve problems for both AVG AV and AS (i.e. the former ewido AS). Still, we will be monitoring this forum and posting replies here, too. Sorry for inclarity
     
  17. support.grisoft

    support.grisoft Grisoft Team

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    In order to solve this issue we would like ask you to send your registered e-mail address and your and license number - then we can analyze history of your case. Please us send this information via private message.

    Thank you
     
  18. Steel

    Steel Registered Member

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    What's about the german speaking customer ? Will they get no support ? Where could they place their problems / questions etc. in their language ?
     
  19. support.grisoft

    support.grisoft Grisoft Team

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    Customers looking for technical support in their native tongue can contact
    one of our local partners and distributors, please see following page for
    contact details:

    http://www.grisoft.com/doc/contacts/
     
  20. Steel

    Steel Registered Member

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    know this side. Exactly therefore I asked however you. Because, the German support is ridiculous. At least what calls itself support.

    Again the question: Is there German support also here of you? Or all German customers are to give away best its software anti- Spyware. Because, ewido there are no more and Grisoft has probably no interest in German customers.
     
  21. support.grisoft

    support.grisoft Grisoft Team

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    We provide support in English language only, received non-english enquiries are
    forwarded to our partners, if advanced analysis/developers cooperation
    is needed, issue is solved in cooperation with our support team.
     
  22. Steel

    Steel Registered Member

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    Finally an official word. For me reason enough to give away my license and my AVG AS software. Because, with such a company I would not like to have do anything. There is by far better software of other manufacturers. And, completely importantly, those are interested also in German customers.

    It is a dishonor, which from Ewido became. Well, money rules the world. But fortunately not customers.
     
  23. kodl

    kodl Registered Member

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    I am really sorry that you feel it like that but I really do not understand your complaints. The fact that ewido was originally developed by German guys obviously made it easier for them to support the product directly in German as well as in English. Our current techsupport personnel in HQ do not speak German (or most of them don't) and that is why any question is actually directed to our German speaking folks and partners - including some members of the former ewido team. So the support is available, it only goes through the local (German) partner. With so many users (and there are many more AVG AS users than there were for the former ewido), the programmers simply cannot provide direct support in German anymore - at least not fulltime. Yet still you can see some people from the former ewido team participating here (e.g. posts by Vinzenz and others...). So while they cannot dedicate as much effort to this forum and rather spend their time on development, you always have an option to contact German-speaking tech support and get answers to your questions. For some time, the support in this forum was not good but as I said above, this will be changed again. But it will be in English only, as was always the case in this forum. So there is really no change and I do not see reason for complaints about absence of German support here. Local support is available in many different languages, and German is one the most important ones (as is English, Spanish, French, Italian, Portuguese.....). As simple as sending your e-mail to your local representative or to the main e-mail contact and including your license number.
    But once again, it is your opinion and I can only express my regret that you feel it this way.
     
  24. Perman

    Perman Registered Member

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    Hi, Kodl:

    It is my pleasure to read what you say in your various replies; defending your company's position with a sort of authority, which I have never seen here before. I guess, We finally have your ears, after so many months. Perhaps with your kind and keen participation, this official forum of yours can once again gather some crowds, and generate some interests. I may want to dig out AVG AS license from attic and give it a one more chance. Take care.
     
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