Refund policy

Discussion in 'Prevx Releases' started by pkidza, Mar 4, 2010.

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  1. pkidza

    pkidza Registered Member

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    Hi

    I was wondering what the refund policy is. I have a license for 5 computers. I have had it for 33 out of my 365 days but I don't want to use it anymore. I don't have any malware that it can't remove. Is it possible to get a pro rata refund for the days I have not used?

    Thanks
     
  2. EliteKiller

    EliteKiller Registered Member

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  3. pkidza

    pkidza Registered Member

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    Ah. Thanks for the link.

    Oh well. Looks like I am trapped for a year then :(
     
  4. Triple Helix

    Triple Helix Webroot Product Advisor

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    Why don't you want to use Prevx anymore o_O Is there something that we can help you with?

    TH
     
    Last edited: Mar 4, 2010
  5. PC__Gamer

    PC__Gamer Registered Member

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    Lol same message I tried to post, until my blackberrys battery died while at work :(

    If his situation can be sorted, I'm sure he will be very happy with prevx
     
  6. pkidza

    pkidza Registered Member

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    Hi

    It is driving me mad. I know that they recommend that you allow it to scan often in case they have found new threats but its behaviour is annoying. It starts scanning even if I am playing a game and the frame rate suffers. This is especially annoying if my netbook is on batteries because it can use up 10% of the battery. So I can either disable scans and be less secure or live with the annoyances. I wish they would not scan when I have an application in full screen or if I am on batteries. Most of the other anti virus companies do this so I don't know why Prevx can't.
     
  7. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Hello,
    Very sorry you've had some issues with our scanning frequency. To alleviate these for now, you can turn off scheduled scanning under the configuration page of Prevx. It should already be looking for a full screen application and not scanning if there is one full screen, but we currently don't check the battery status of the PC (which we will be adding in a new release in the near future).

    Prevx will always monitor you in realtime, however, so even if you have scheduled scans disabled, you will still be protected against the newest threats if they try and load.

    Additionally, could you double check that you're using the newest version of Prevx? It should read v3.0.5.85 in the bottom left corner of the main screen of Prevx. We should also be able to dramatically improve your scan times if you send us a scan log to report@prevxresearch.com by clicking Tools > Save Scan Results. This should lessen the impact of a scan which will make it more reasonable to scan more frequently or on a battery because of the lessened resource requirements.

    Please let me know your thoughts with this - we definitely do not want to have an unhappy customer, but I believe we can work around the issues to make your Prevx experience better :)

    Thank you for your time and consideration!
     
  8. pkidza

    pkidza Registered Member

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    Hi

    Thank you for the response. It starts scanning when I play Anno 1404. It also scans when I play Bioshock 2 that I bought using Steam. Maybe these games or Steam do things a different way that gets past the full screen monitoring?

    I am sending a scan log through for my one machine and will do the rest tonight. I am running v3.0.5.85 and I have now disabled scanning.

    Thank you very much for the help. I must admit that I have been impressed with the support on this forum.
     
  9. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    Thanks for the log! I've optimized the entries in your scan results so if you run a scan, it should now take up less resources. The volume of files that could affect resources were not too massive on your PC, so I suspect there may be something else at play here (maybe another AV or a fragmented hard disk) that could be slowing down the scan process, as it is indeed scanning slower than we'd anticipate on your PC.

    It's also very possible that we're unable to detect a full screen application if run through Steam - I'll see what testing we can do to improve this detection (I'm sure our testing team will enjoy the open invitation to get paid for testing with games ;))

    I do anticipate being able to correct all of the issues you've been experiencing though - please let me know how the updated scan runs or if you have any other logs which you'd like me to take a look at!

    Thanks again!
     
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