HitmanPro.ALERT Support and Discussion Thread

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

  1. pimjoosten

    pimjoosten Registered Member

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    Thanks too. I cannot emphasize enough: usability, usability, usability! Normally on a download page where the version is highlighted to indicate it is a link, it starts the download. How am I supposed to know that the What's new is there? :confused: BTW: it would be nice that every time the program auto-updates itself it gives you a link to check what is new or display that information directly after the program was updated. Many programs do it that way.
     
  2. pimjoosten

    pimjoosten Registered Member

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    Food for thought: Today I already spent at least 2½ hours communicating here about my need for better support. I had no plans in doing this (and had to drop some other things I had planned to do today), but another Norton Internet Security block by HMPA this morning led me to the forum to see whether others had noticed the same problem too, when I noticed that somebody else had turned to the forum because he/she was unable to contact Surfright directly, which had been my frustration too.

    My time investment today shows several things:
    1. I like the program and do want to try and make it work for me (preferably with much less time investment).
    2. Much time (mine and yours) might be saved if there were an adequate manual and the website leads people (paying clients) directly to the correct information.

    I thank everybody for their input, but it shows clearly why I normally do not go to forums very quickly: it usually leads to a large(r) time investment than desired. Also, discussions are often started by others which do not relate to my issue (like whether a manual is needed or not. Apparently, I need and want it).
     
  3. Esse

    Esse Registered Member

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    Tested build: 3.5.0.546 (With only the free protection activated) today on a computer running W10ProAU, Avast Business Free, W10 Firewall.
    File copy to a shared network folder dropped in speed from about 115-120MB/sec to 102-105MB/sec with Alert installed.
    During file transfer I saw the Alert processs using like 20% of the i3, 530 installed, is this normal?
    Uninstalled and rebooted and speed are back to normal.

    Anyone else seen this behavior?

    /E
     
  4. Telos

    Telos Registered Member

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    There's this. Or searching this thread. If you look at MBAE, etc. you'll find the same documentation challenge. Even my well-known AV programs have little if any "help" feature. And need I even mention Microsoft OS?

    For me, support forums are the "go to" place for troubleshooting, followed by web search, and lastly, email to the program developers.
     
  5. Victek

    Victek Registered Member

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    In order for people to help you will have to post details, such as OS version, HMPA version and some specific examples of applications that are being detected as malicious.
     
  6. Cache

    Cache Registered Member

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    I have never seen anything like 20% CPU usage from HMPA. It's always been less than 1% and I've never noticed a slowdown whilst transferring files although my files are not very large. I also have an i3 processor and am using v 3.5.1 Build 550 Beta on Win 7 Pro with WSA and Voodooshield.
     
  7. Dragon1952

    Dragon1952 Registered Member

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    It looks like we have a new UTube Test of ....
    Hitman Pro Alert Review & Major announcement
     
  8. pimjoosten

    pimjoosten Registered Member

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    That manual contains some interesting info, even though it is mostly about the Exploit Test Tool, that's why I never looked at it. Some of that info could easily be copied to a HMP(A) manual. BTW: one could ask the question why there is a manual for the Exploit Test Tool and not for the main programs.

    With regard to AV: Norton has a good and extensive manual and help. Windows has also a reasonable help function and Microsoft has a dedicated forum with different sections. This Wilders Security forum is not for official support. There is no link on Surfright's website to this forum and I have seen many people on this forum being referred to the support desk. Furthermore, this forum is just one long thread containing many different topics, not one topic per thread.

    What you wrote is precisely my point: looking in this long thread or performing a web search is asking too much for simple issues that could be described in a manual. Also, when I read something in a manual the answers for simple questions and issues are usually already there. That way I get an immediate answer and do not have to go to a forum, look for a similar issue or ask a question and wait until I get an answer. A manual is just quicker for simple topics. I also want to know to the basics first. Would you be willing to answer the question: "Please give me an explanation of all the options present in the program?" or "What general approach do you recommend whenever a program is being blocked by HMPA?" I am not being hateful, but can you see my point?

    The (IMO) ideal situation one can find at Actual Tools where they have a manual and a support forum (see their support center). I know how to use their forums (I am the only one with the rank of "resident" there), but I still first look at the manual if I want to know something about the functionality.

    Like you, I go to fora regularly whenever I have an issue, but the fact is this forum is not officially supported by Surfright. Yes, Mark and Erik do frequent this forum very often, but they are not Surfright's support staff. I assume they do so because they want to communicate with beta testers and respond to urgent errors. But regular support is done by different people.
     
  9. guest

    guest Guest

    It's a crappy test
     
  10. ropchain

    ropchain Registered Member

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    It's clickbait.
     
  11. Victek

    Victek Registered Member

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    The reviewer's comments are largely positive, but he makes a few illogical statements, for instance he doesn't think people should have to pay for HMPA because that protection should be included in a security suite to begin with. Well, the fact is many of the features of HMPA are not currently implemented in security suites; that why there's a need for it. He also says HMPA is ineffective against PUPs, apparently not understanding that HMPA is not designed to block PUPs. Lastly he mentions that a trojan was able to download to the system (later identified by HitmanPro). It would be interesting to know exactly how he managed to do that so we could understand if perhaps HMPA should have alerted, but he doesn't explain. So, over all not a helpful test IMHO. :thumbd:
     
  12. Agree, but they have cashed 30 million dollar from Sophos, so they can afford a person who updates their manual. Now Pimjoosten spends a ot of time trying to get support for HPMA while there is no email address at their support page: That is below standard service, you know that also. Simple question: Peter how would your customers react, when you would not communicate contact info for support or would not react to their emails?. This is simply below standard customer service and you know that is true.
     
    Last edited by a moderator: Aug 21, 2016
  13. hawki

    hawki Registered Member

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    erikloman:

    I have a license for HMP that expires 5/17.

    Today I first noticed that HMPA Beta 550 was locked (could only change Surf Protection), exploit Mitigation was locked, and the orange block opened but when I tried to enable modules it said unlicensed.

    I went to HMP and saw that it too had become unlicensed. When I entered my key I got a message saying something like "This key has been activated too many times on this pc." which is totally weird as it was only entered once.

    This occurred a day after I installed O&O Shut Up. Dunno if that is what caused the issue.

    WIN 1067 64X
     
  14. Last edited by a moderator: Aug 21, 2016
  15. hawki

    hawki Registered Member

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    Thanks for that info Windows_Security :)
     
  16. Also try mark@surfright.nl give him some time to respond, he will be at his office in I guess 15 hours

    ~ Removed Copyrighted Image ~
     
    Last edited by a moderator: Aug 21, 2016
  17. hawki

    hawki Registered Member

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    Yea mark@surfright.nl

    is the correct email. mark.loman@surfright.nl is an undeliverable email address.

    I had set a restore point before installing O&O Shut Up. I did a system restore to that restore point.

    I had the same problem with my HMP license being missing and not being able to activate it because of too many activations, but HMPA Beta 550 was fully functional.

    I then undid the System Restore. HMP still has no license and my license which is valid till 5/17 could not be activated cuz of too many activations. But a clean reinstall of HMPA Beta 550 is fully functional again.

    Do system restores count as an activation of the HMP license? I have had to do a lot of system restores.
     
  18. L10090

    L10090 Registered Member

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    @Jeff B
    Please see: http://www.surfright.nl/en/downloads/
    There is no HMPA 3.7 but there is HitmanPro 3.7.14.265 and HitmanPro.alert 3.5.0.546 which has an 'exclude' function and an option to 'add' applications to the default protected application list. With ONE license you are entitled to use both products HitmanPro + HitmanPro.alert.
    What are you referring to in your post, HitmanPro.alert or HitmanPro?
     
    Last edited: Aug 21, 2016
  19. Peter2150

    Peter2150 Global Moderator

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    Couple of thoughts:

    1. Yes they got 30 million in the bank, so maybe they can afford some to write a manual but finding someone can take time. A lot of products have manuals, but they are stable products. HMPA isn't in one sense. When a new threat is found, they try to address it immediately. For example Wipeguard. Sometimes we have to make choices, and my choice is them blocking attacks.

    2. Kees yes, you are right about my support in my business. But that literally is my main function. Also there is a limit. I do get occasional requests that I just choose not to comply and I give up the business in that case. It's always a business decision as is surfrights. In some cases it might not work for you.
     
  20. Anguel

    Anguel Registered Member

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    @erikloman
    @markloman
    HMP Alert got somehow damaged on one PC. I removed it from programs but now I cannot reinstall anymore. Installer always says that a program update is scheduled for the next reboot, however on a reboot nothing happens. Then it sais that files are scheduled for removal on next reboot and again nothing happens. Please help!
    Is there such thing as a standalone uninstaller?

    SOLVED: Had to completely delete its folder from Programs(x86).
     
    Last edited: Aug 21, 2016
  21. I was wrong. When you buy a license you buy it from Cleverbridge. Surfright is not obliged to provide support, so it is genereous that Mark and Eric reply to problems on this thread at all.
     
  22. Stupendous Man

    Stupendous Man Registered Member

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    March 11, 2015, Erik mentioned the HMP.A uninstall tool.
    I do not know whether that still works for the current HMP.A. Someone else might know.

    Edit: Ah, I see you solved your issue, already.
     
  23. Anguel

    Anguel Registered Member

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    Yes, solved by deleting the folders, first I did not see it as I looked in Programs, not Programs x86. But thanks, maybe they will tell us if this tool is still valid.
     
  24. Anguel

    Anguel Registered Member

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    Cleverbridge is just the distributor I think. However, Surfright support is a waste of time...
     
  25. plat1098

    plat1098 Guest

    I agree 100%, a user manual that is updated periodically will be useful, no one demands 100% all the time, but to oblige members to volunteer their time to help customers with software problems isn't right--at all. Searching for answers on a 11,000+ post thread, come on, really? HMP-A software should have been ready to go 1 week ago. Everyone else seems to be with the program AND maybe managed to get vacations in there somewhere.
     
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