Prevx: support issue

Discussion in 'Prevx Releases' started by Lithos, Feb 11, 2011.

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  1. Lithos

    Lithos Registered Member

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    I'm new to Prevx, just purchased my license (2 days ago).

    But I had to uninstall it due to some issues here, opened a ticket and I just received an email saying that the support has responded my question.

    It says (something like that) "to read the message, go to (link), type in the following password when asked".

    The problem is: there is absolutely no message except my own. I have replied to that very email stating that, no answers so far.

    What do I have to do, wait for them to respond or should I post my issue here?

    Thanks in advance.
     
  2. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Could you please PM me your license key? I'll take a look at what your response said.

    Thanks! :)
     
  3. Lithos

    Lithos Registered Member

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    Thank you very much for your help.

    Key sent, please check you inbox. :)


    EDIT: The issues were fixed, everything is working like a charm now.

    Thank you for your help, you guys rock! A lot of companies should learn from you how to properly support their clients. Two thumbs up!

    Thank you again and take care. You may close this thread now if you want. :)
     
    Last edited: Feb 11, 2011
  4. Lithos

    Lithos Registered Member

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    Unfortunately, the issue with the Samsung file is back. The SafeOnline settings are still at "high", just like you instructed; I haven't changed anything.

    This is most frustrating, please help.

    Thanks in advance.

    EDIT: Even in medium settings it is still happening. But then again, it is not acceptable to pay for something and use it in half, as I am certain you will agree. I already made an exception lowering it to "high". More than that would not be reasonable (just saying).

    How can we fix it, and not work around it?

    Thank you.
     
    Last edited: Feb 12, 2011
  5. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    The issue is that SSCKbdHk is trying to monitor keystrokes (using GetRawInputData) and SafeOnline is correctly blocking it. While the Samsung file is legitimate, it is showing warnings whenever it is unable to see all of the keystrokes you're typing. I'd recommend using MSConfig or RegEdit to remove the entry causing SSCKbdHk.exe to load on bootup - you'll save some resources on your PC and prevent an actual keylogger from loading in the background :)
     
  6. Lithos

    Lithos Registered Member

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    Thank you for your reply.

    I did as told; there was nothing to be found in MSConfig, so I deleted the registry key and restarted the system.

    That issue was apparently gone, but then a brand new one started. I don't know what this SSCKbdHk.exe does, but its absence somehow interfered with the touchpad. Left clicking wasn't responding anymore, I had to keep pressing the left button for 3, 4 seconds in order to actually be able to click on something (or press enter instead).

    Restarted the system 3 more times. The issue persisted.

    Then I uninstalled Prevx, to see if it would do anything.

    No go. Had to restore my last backup (I made a new one last night, just in case), because the PC was unresponsive.

    Well, I guess that SSCKbdHk.exe is a key file on my system, since removing it apparently caused the above.

    What can be done now? Please understand that I am a very busy person and since I purchased this key I've been wasting too much precious time trying to restore the functionality of my PC.

    If we reached an impasse and there's nothing left to be done, then please instruct me as how to request a refund.

    Last, but not least: I have noticed that, since I installed Prevx, every page on the Internet takes about ten seconds to load, sometimes a bit more, sometimes a bit less. And when switching from tab to tab it kind of freezes for 2, 3 seconds. Every now and then a message from SafeOnline pops up: "the following pages stopped responding, close them or wait for them to respond", something like that.

    On top of that, on every page that has a vertical bar, scrolling up or down is anything but smooth. It is as if SafeOnline is constantly rechecking things, it sort of locks, or blocks the pages for a short while.

    It seems to me that this feature urgently needs some serious ironing.

    Most unfortunately, I'm not happy at all with this app so far. At all.

    Well, sorry for the trouble, and thank you again for your support.
     
  7. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    I'm unsure how these issues would have occurred. I had a Samsung laptop previously and removing the file did not cause any residual problems. It may be worth running the Samsung Control Center uninstall utility to properly remove it in case there is another application which depends on it.

    Regarding the messages you have received from your browser - SafeOnline does not create those messages so I suspect they're coming from your browser. It may be worthwhile investigating via a scan log if you could click Tools - Save Scan Results and send it to report@prevxresearch.com but if you are still experiencing problems or uninstalling the Samsung Control Center results in other issues, you may wish to disable SafeOnline in the meantime.

    We will soon be completed with a very large upgrade to Prevx which will allow you to circumvent these types of issues locally so temporarily disabling SafeOnline may be the easiest solution for now. You will still receive the antimalware protection of Prevx 3.0 and I can inspect your scan log to ensure you don't have any threats on your PC (as SafeOnline's purpose is to prevent unknown threats from accessing your information).

    I'm sorry for the inconvenience but please let me know if you find any further information or your results with the above suggestions.
     
  8. Lithos

    Lithos Registered Member

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    Well, I'm positive it is a message from SafeOnline, because it says so in the header of the window... it's a very small window that lists the open tabs and gives you the option to select them and close them or click on "wait for them to respond".

    I can send the log, but the scan here didn't find any threats. But please instruct me, I send it together with my previous support ticket, and the staff will answer via email, is that so?

    When will this major update be released? I will take your word that I'll be given the means to fix this issue then, so in the meantime I will leave SafeOnline disabled.

    I hope it won't take too long though...


    EDIT: Log sent to the address given. :)
     
    Last edited: Feb 12, 2011
  9. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    SafeOnline definitely does not have any code in it which refers to the messages you've received. It's possible that IE is picking up that a Prevx BHO is installed, but I somewhat doubt it. There are a few products also named "Safe Online" - could you be using one of these as well (or did it come pre-installed?)

    The scan log should hopefully give some further light on the issue but Prevx 4.0 is coming very soon (I can't give an exact date yet) and it presents a dramatically different way of handling incompatibilities such as this one, giving users the ability to allow/deny access to specific programs so that they can allow, for example, SSCKbdHk.exe but block any unknown or suspicious programs.
     
  10. Lithos

    Lithos Registered Member

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    No, I don't have anything here by that name except the Prevx feature itself. Maybe it was justa a Google Chrome window, it displayed "SafeOnline" in its header because it was actively monitoring the tabs... just a hunch. Should it occur again I'll take a screen shot and post it here, ok?


    Very soon is good... good news indeed.

    I had NIS running here before, it was a complete security suite so I figured there was no need to use Prevx; now I have Panda antivirus for netbooks, it's just an AV so I thought Prevx would be a nice final touch.

    But the thing is, I don't know if the two of them are not getting along or if this netbook is too "weak" so to speak, the fact is that after some hours using it straight it starts to become unresponsive, and the only way out is rebooting.

    Every now and then I'm in the middle of a document and everything freezes, I have to wait like 5 minutes or so to be able to save it (it's scary, mainly because sometimes I was so absorbed that my last save was like an hour ago).

    So I have again uninstalled Prevx. I don't know if I do the other way around -- put it back and uninstall the Panda AV instead --, or just wait for Prevx 4 to be launched or use Prevx in my desktop PC. But the thing is, I have NIS running in my desktop, it has its own behavior block and everything, as a layman I don't really see the need to use both.

    What do you think?

    I'm afraid of running Prevx alone here on the netbook because sometimes I'm in places that don't have a wifi connection and Prevx absolutely needs to access its database in the clouds -- what if someone gives me an infected pen drive to open documents or something?

    Rest assured that I won't be bothering you everyday and all the time like I am now, it's just that this situation is atypical, I have purchased something and so far I'm not enjoying its benefits...

    Thanks again for your time.

    EDIT: Is it possible for you to suspend the counting in my license so I can wait for Prevx 4 without losing any more days? It's only fair, after all the license is inactive because of issues that are not my fault...
     
    Last edited: Feb 13, 2011
  11. vojta

    vojta Registered Member

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    Prevx 4 will have solid offline protection, according to PrevxHelp. I have 55 days left in my Norton license and I plan to run Prevx 4 alone then, the present need for a permanent internet connection is what prevents me from do this now. That's why I'm so impatient for the beta to be released!.
     
  12. Lithos

    Lithos Registered Member

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    Glad to hear that, thanks for the heads up. I'm starting to think I should have waited too...
     
  13. aladdin

    aladdin Registered Member

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    And, then things will not work again. Guess what, they are working in version 5 and the release of version 5 is around the corner like the release of version 4.

    Best regards,

    KOR!
     
  14. Lithos

    Lithos Registered Member

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    .
    .

    I was contacted by email:

    Well, apparently now it is fixed, thank you very much.

    Allow me to state something: I never saw a support staff so genuinely interested in a client, taking action to solve a particular case just like this.

    Congrats are in order. :thumb:

    But let me add something: Webroot, on the other hand, had the very worst support I ever saw in my whole life (inexistent, they just ignored me until I demanded a refund); now that they have acquired Prevx, please don't let them lower your standards. In fact, if I had seen the acquisition news before purchasing my license, that alone would have prevented me from signing up.

    Glad I missed the announcement. ;)

    Thank you again. Take care.

    .
    Edit: typo.
     
    Last edited: Feb 13, 2011
  15. Triple Helix

    Triple Helix Webroot Product Advisor

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    We are glad that things have been resolved for you if you have any other problems or concerns feel free to post again!

    TH ;)
     
  16. cavehomme

    cavehomme Registered Member

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    Here's my 2 pence worth, I heard that Prevx Support was good but sorry to say, I am not impressed so far with the support via the main Prevx site. In fact I ended up here because I was not getting answers for a long time, then when an answer was obtained it was a partial answer or another question back to me, and then many days pass by without an update.

    It seems that here on this board that Prevx is actively supporting the kind of more expert user that uses Wilders, which is nice, but it I wish more focus were placed on turning around tickets on the Prevx system for everyone else.

    I do however understand that if Prevx is growing quickly then scaling up is going to be a difficult problem. I have bought 3 licenses and intend to continue to use the product for the duration of those licenses, but if certain key issues such as no copy and paste, disappearing tab on safeonline don't get fixed for version 4, and the support does not improve, then I may look elsewhere.

    But otherwise I am impressed with the product. I have also found answers to most of my problems here on this site and think that it should be linked from the main Prevx site.
     
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