HitmanPro.ALERT Support and Discussion Thread

Discussion in 'other anti-malware software' started by erikloman, May 25, 2012.

  1. john7

    john7 Registered Member

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    Many thanks
     
  2. ohgood

    ohgood Registered Member

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    ^ +1 :D
    Apologies for a not very helpful reply earlier ...
    Passing along info to your relatives is pretty easy: http://www.surfright.nl/en
    HitmanPro - 30 day trial, free cleaning. But I think this is changing to a free or lower cost. (Comments/corrections welcomed ... :))
    HMP.A - trial is fully functional for 30 days, limited functions after 30 days, but still great, imo.
    HitmanPro.Kickstart - not seeing a cost, free?

    http://www.surfright.nl/en

    Question to all, just seeing this site, https://www.hitman-pro.com/
    Is this an official Surfright/Sophos site?
     
  3. Stupendous Man

    Stupendous Man Registered Member

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    Doesn't seem to be a SurfRight or Sophos site, but a reseller site.
    Seller is LCU, registrant and contact Matthijs Smit.
    I can't tell whether it's an official reseller.
    I suppose Erik or Mark know, but I think they're quite busy with other stuff, or on well deserved vacation.
     
  4. Hiltihome

    Hiltihome Registered Member

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    A
    Expect a Black Friday sale:
    Two years licence, for the price of one year.
    That's how it was last year.

    There are current offers, if you google: hitmanpro discount...
     
  5. JEAM

    JEAM Registered Member

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    Thanks, that did the trick.:thumb:
     
  6. CaptainLeonidasHMPA

    CaptainLeonidasHMPA Registered Member

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    Anyone have some inside info as to when HMP.A will again be fully certified for use on a Secure boot enabled Windows 10 AU (clean installed) system?
    (If your intention is advise me to disable Secure boot -> move on as I am not interested in comments/suggestions like that.)
    Frankly I find it troublesome no updates have been brought forward by any of the Surfright folks since they told us "they are working on it", "being suprised", "bla bla bla" and all that.

    Where does the process stand now....
    a. we are working on a new driver/service for HMPA so we can sent it off to Microsoft to have it certified.
    b. we made the driver/service available and we have already sent it to Microsoft but we of Surfright have yet to get a response. Microsoft has been silent up till now.
    c. we have a certified driver/service and are working on a new beta.
    d. something, anything.
     
    Last edited: Aug 20, 2016
  7. CaptainLeonidasHMPA

    CaptainLeonidasHMPA Registered Member

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    If this EV certificate is anything like getting a domain/website EV enabled certificate I am still wondering why so long.
    When I got my certificate for my website/domain it took 2 days max.

    Thanks for the additional info though @SHvFl .
     
  8. plat1098

    plat1098 Guest

    In addition, the developers are on vacay and/or dealing with Sophos issues. Ok, so just drop a tiny little note, it takes 30 seconds. This is getting somewhat annoying, quite honestly. SecureBoot should be enabled, whatever the circumstances, even if it's not bullet-proof.
     
  9. WildByDesign

    WildByDesign Registered Member

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    The EV certification for kernel-mode drivers which are vetted through Microsoft SysDev take a couple of weeks approximately. I would imagine that there are hundreds or thousands of developers (and hardware manufacturers) submitting drivers to SysDev before (and since) this Anniversary Update has gone live and also to comply with upcoming driver signing requirements likely landing in Windows 7/8.x in 2017. Many devs missed the notifications over the past year or maybe assumed that Microsoft would not follow through with it. I would assume that the HMPA team would likely have EV cert in time for next beta release.
     
  10. jaxo234

    jaxo234 Registered Member

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    Hello, I hope this is the proper place to post a question re: HMPA. I've not been able to find any other area for support. I recently purchased HitmanPro.Alert and its stopping one of my applications from running. When executed, the application will start as a background process but not actually run. I first thought it was the application but after a complete reinstall the issue was still present. I completely uninstalled HitmanPro.Alert and the program started successfully. Is there a way to white list a particular application? Appreciate any information you can provide.
     
  11. Jeff B

    Jeff B Registered Member

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    I too have issues with HMPA, it is stopping numerous applications from running and detecting them as malicious. Even when they update, they are messed about and slowly my registry is being screwed up by my software having updates that are partially installed and then blocked at some stage by HMPA. After purchasing this, I would have expected to be able to have some control over what I can allow based on programs I want to use and not have total control taken away from me :(

    A quick resolution to this would be appreciated, if I am missing the obvious, then tell me, but for now I have to keep on using task manager and disabling HMPA to make my programs run.

    Thanks. Jeff
     
  12. L10090

    L10090 Registered Member

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    In the HMP.A main GUI, click on the blue "Exploit mitigation" tile > then click "Applications".
    All the way to the right you will find "Exclude" where you can "Add exclusion".

    You can use the forum search function (top upright corner -> search field) and type Exclude.

    I hope this helps.
     
    Last edited: Aug 21, 2016
  13. L10090

    L10090 Registered Member

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    More detailed info would be helpfull to the forum members!
    -- What windows version and HMPA version are you using?
    -- Which applications are stopped?
    -- Did you manual add applications to HMPA or are you using the installation defaults?
     
  14. jaxo234

    jaxo234 Registered Member

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    Thank you, sorry for not searching. Appreciate it.
     
  15. pimjoosten

    pimjoosten Registered Member

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    If you look at that page there is no support address. I came across that issue more than 2½ weeks ago and then Mark said that the support mail address had been removed, because they received too many requests about issues that were already explained on their support page. It was also said that the e-mail address would return in 2 days or so. But now, 2½ weeks later, there still is no mail address.

    Back then I asked on this forum whether the address was support [at] surfright.nl and got confirmation from Erik that that address was correct. I sent my support request but had to wait 2 weeks (!) before I received a reply. More importantly, I also asked whether there was a manual available (other than the Quick Start Guide) so that I can look up what all the options mean and if and how I can solve an issue if I come across it. In this case it was a 11 GB large C:\Windows\Cryptoguard folder. In this forum I could find that I could safely remove the contents of that folder, but what I really wanted to know is how it became so large and how I could avoid that from happening again. I had the luck that I entered a good Google search term which led me to straight the right item in this long thread on Wilders Security. I should however have been able to contact support directly. Personally, I do feel that this forum is more for beta testers and not for regular users. I am not a beta tester, nor an IT person, but reasonably tech savvy.

    The answer I received from support is that, when working well, there should be no need for a manual, that one should be able to run HMPA in the "normal" interface, and if programs are blocked that should not be blocked HMPA "needs some more fine-tuning". In case of a problem I should contact support. But... I had to wait 2 weeks for a reply and from what I saw today the support mail address is still not on the website. How does that help me? When a program that I need is being blocked by HMPA it has to get resolved quickly. A manual may help with that, quick support too.

    In the last 2 weeks I also had the issue that Acronis Disk Director and Paragon Hard Disk Manager were blocked when applying some tasks. Apparently HMPA had updated in the background and WipeGuard had been introduced, but how was I supposed to know? These programs worked perfectly before. After spending much time online (again) I was able to find (again somewhere in this thread) the culprit and temporarily switch off WipeGuard when using Acronis Disk Director or Paragon Hard Disk Manager for MBR actions. But it was a PITA, because I had lost much time when the only thing I wanted to do is copy a hard drive which I had to install in another computer, which was delayed because of this issue.

    And now since yesterday I occasionally get a message that HMPA has blocked an action from Norton Internet Security. IMO, it should be in the apparently non-existing manual somewhere what to do now. I want to be able to check that before I contact support. As said, I am tech savvy enough to try to find a solution myself before contacting support.That saves me time, especially during the weekend when I would have to at least wait until the next working day before receiving a reply (if there are normal reply times). It would also save me to use the measure that Jeff B uses: stopping and starting HMPA via task manager (which cannot prevent the blocks of Norton, because I take no deliberate action when that occurs).

    I do like HMPA much. The fact that it blocks programs means it is working well. However, and please take note Mark and Erik, support really has to be improved. As an entrepreneur I do not have the luxury to solve problems in a time consuming way. A good product needs good support. IMO there should be a manual, not only for first aid situations, but also to explain to me what all the options in the advance mode mean. I do realize that you want people to be able to use MHPA in a simple normal mode, but if there is an advanced mode, an explanation of the options has to be available to serve people like me and probably others. Moreover, I would like to see that the release notes are also published on Surfright's website. Yes, they are here on this forum but I do need to go through several pages to find it. In the case of Acronis Disk Director and Paragon Hard Disk Manager I would then have been able to quickly pinpoint the cause by linking these programs with the MBR protection. Please treat this as a complaint, because it really is.
     
    Last edited: Aug 21, 2016
  16. LOL support page is about HitManPro not Alert
     
  17. Jeff B

    Jeff B Registered Member

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  18. Peter2150

    Peter2150 Global Moderator

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    While I might agree having to come here is a pain, a manual is a time consuming thing that will be constantly out of date. Surfright is a small company, and I'd rather see them spend time developing cutting edge software then spending time writing what will be a constantly out of date manual
     
  19. denniz

    denniz Registered Member

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    I'm really surprised by such a decision to simply remove the support contact address. So if one has serious problems using SurfRight products and doesn't know about this forum, and it isn't answered in the FAQ, where are they expected to go? Any self-respecting company should have there support department in order and shouldn't be unreachable, especially if it concerns paying customers. :thumbd:

    [EDIT] There is a support e-mail address listed, but it takes some clicking through the existing FAQ links, which I think is done so that people at least read the existing articles before blindly entering a ticket without checking the FAQ. Whether this is customer friendly or not is another discussion.[/EDIT]
     
    Last edited: Aug 21, 2016
  20. BoerenkoolMetWorst

    BoerenkoolMetWorst Registered Member

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  21. pimjoosten

    pimjoosten Registered Member

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    I tend to disagree. IMO a (perhaps somewhat) basic manual should be available, explaining what the various options entail and how to solve common issues. For more complex issues one can then write to support (if they are available...). While I do agree that a manual may be somewhat out of date, if you do it HTML based on the website it is easier to maintain. Do not get me wrong: I like the programs (HMP & HMPA) much, but there have been too many occasions where I lost much time trying to find out why a program was blocked and/or to find the correct settings or meaning of something. That is a luxury I simply do not have. And usually these blocks follow Murphy's law and appear when I can least use it (like wanting to make a disk clone in the weekend).

    For me: a product like HMP(A) needs a manual. Please also consider this: you may be somewhat tempted to say
    I suspect you are probably an IT pro. I am not. Your needs are probably different from mine. And also: there is not even a link to this forum on Surfright's website, so I think that this forum is not even considered official support. A product is not only about what is does, but also its usability. Good support (manual, helpdesk) is part of that.
     
  22. pimjoosten

    pimjoosten Registered Member

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    After reading your post I have looked again and could not find it (again). It used to be on the support page (which is where it should be IMO). I know for certain because at the beginning of this year I found it there when I needed it. I cannot tell you how much time I invested 2½ weeks ago, when I needed it again and could not find it. :ouch: Because I knew it should be there I have searched at many places on their website, but I already told you the result of that: nada. So I am very curious where you found it :confused:

    Like I said in my previous post: usability is very important!
     
  23. pimjoosten

    pimjoosten Registered Member

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    Well, complaining after you paid may help. I am not the type to quickly say "let's jump the ship", if the ship is a good ship, but some of the rules & wishes are not fully met. If I were to jump ship, I would have to find a new ship and probably get wet when jumping between ships. :( While I do agree that not buying a product is an option, it is an ultimate option, not the first option. The first option always is to communicate my issues. It is like what some companies say: "If you are satisfied: tell others, if you are not satisfied: tell us." I hope this is the case here too.

    Again: I like the program, but I do need better support.
     
    Last edited: Aug 21, 2016
  24. pimjoosten

    pimjoosten Registered Member

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    Thanks. I apparently missed that one (but it should not have been this difficult).
     
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