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Posts posted by robw

  1. Bruce,


    Thanks for the constructive criticism. You are correct that our applications and scan on our website (betapit/overdrive) do in fact use activex which is old technology and there are different ways to do things now. However, you are making it sound like we're losing customers because our products only work with IE and most people don't use IE anymore. Our betapit (overdrive) scan on our website is such a microscopic piece of what PC Pitstop is doing and while we try to keep it up to date we certainly do not focus on it.


    PC Matic, PC Magnum, Optimize, and Supershield are our large products. Those products also use IE and activex but you do not run those products through the browser and would never notice that they are using those technologies. Users launch an executable that runs on any windows machine and uses IE and activex in the background. We cater to windows machines because that's where the market share is and all windows machines come with IE and support activex so our products using those technologies is not an issue.


    PC Matic and Optimize make performance changes to make firefox run faster and PC Magnum scans, displays, and cleans IE, firefox, and chrome browsing history, cookies, and cache files. Supershield works fine no matter which browsers are installed. We are supporting all the major browsers, the only thing that isn't supported is firing up firefox or chrome and trying to run the archaic "overdrive" or "betapit" scan which is not where we're directing users anyhow. We want users on PC Matic not overdrive. At this time it does not seem worthwhile to rewrite all of our scanning and cleaning code in another technology when most PCs do have IE and activex to run our code in our pitframe which is used by our applications. So really the only product that is affected by people not using IE is overdrive and if you go to our main page you'll see that that product is not emphasized at all.




  2. When I checked their EULA, seems it's all from Freeze.com, (W3i LLC) which also has a dolphin screen saver, a games thing and a whole slew of other stuff,

    They have a list of crapware on this web page



    Yes that's correct, W3i LLC is a known adware distributor however that's who signed music oasis so if we implement some sort of blacklist for digital signatures then you can't install music oasis itself

  3. I got Music Oasis and it loaded up a bunch of adware


    I downloaded Music Oasis myself on my vm and supershield blocked most of the junk. It blocked cookieman.exe, YontooSetup-DropDownDeals-SilentInstaller.exe, and C:\Program Files\Internet Explorer\IEInstal.exe. It did not block yahoo toolbar, netassistant_ie.exe, we-care, or weatherbug. Lots of people use yahoo toolbar and weatherbug even though I'd view them both as junk. I have overridden the database entry to now block netassistant_ie.exe. Each time you rerun this music oasis installer it picks a new set of junk to install on your system. I didn't run it enough times to loop through them all but the rest that I saw looked at least somewhat more legitamate




  4. I'm glad to hear that you are not.

    But it is an affiliate link so I guess Pcpitstop is actually selling someone else's software probably as a value added partner.The web we weave i had no clue :rolleyes:


    Feel free to continue to weave whatever web you'd like. That is our product on our homepage with our own affiliate code that our own installer reads so that our own servers know where that product was downloaded from.


    To you IntelGuy personally :


    3 John 1:2


    I will see you in the future


    Please do not threaten our staff members.


    This forum thread looks exactly how the ticket does now. PC Pitstop has done everything we can to help you out. Yes you did mention in the ticket that you had many problems with the software. All of which you refuse to elaborate on so that we can resolve them for you. You have my full attention and dedication to solve any problems you are having with the software but please understand that I cannot spend an entire work day reading these posts anymore. They are off topic and have nothing to do with getting problems resolved in the software which is exactly why we stopped replying to the help desk posts and gave you a full refund with our apologies.


    If any legitimate software problems arise and you are ready to work with us to get to the bottom of them, you have our support. Until then, I am getting back to working on PC Matic.

  5. From Your E-mail to me Rob: :nono:


    "I have just done some more digging around and was able to reproduce this problem on one of my own test machines so the procmon and registry info wont be needed. (this customer was going to great links to help you resolve the issue) The problem is worse than I hoped (it is affecting more xp users than I thought) and I will probably remove the system restore tip altogether for xp until I get the problem resolved. Manually setting the system restore size to 1024 (which is what we recommend) or as close as you can get since it works by % not mb, using the windows system restore interface would be the best way to make sure your system is configured the way that pcmatic was trying to configure it."


    I'm not sure how this relates to ca? I was letting you know that I reproduced and understood your problem and was taking immediate action so it didn't affect other users and told you how to achieve what the product was trying to do manually.


    You think System Restore is a waste of time but you think PcMatic's restore will correct any issues caused.

    As i told you before what a joke.Don't rely on Windows Restore but Completely rely on Yours.


    I told you that was a personal opinion. If you understood the details of how system restore worked you might agree. System restore only restores certain files leaving others behind. It is trying to achieve a very complicated task of restoring a broken computer. There is room for error in there and it is not an ideal, perfect restore as a full disk image would be. I rely on PCMatic restore because it is totally different. When you do a pcmatic clean it keeps track of all registry changes it makes. When you do a restore it puts them back exactly as they were. It is a 100% restore of the changes to the registry and it works. Therefore yes I personally know that our restore will put the registry settings back while system restore does not work as I would like. It would revert lots of registry settings and leave you not knowing what state your pc is in. Again, this is personal preference, many users love system restore and in a pinch it's a great feature.



    Funny how when i posted the issue here to begin with your response was to cut off my forum access.


    I do not know how to cut off forum access and don't believe that anyone did that to you. Perhaps our forums were down at the time. I do not work in the forums.



    It took 2 days to correct my systems after removing your software.


    You did not mention to any of us at any point in time that our product caused changes to your system that you had to correct. I would love to hear about these issues so we could resolve them for you, you have not mentioned this.



    unfortunately your new PCMATIC has issues.


    As I already mentioned, all software has issues. We have a dedicated team ready and willing right now to fix these issues so please provide us details.


    Where did you POST the problem for ALL XP users to see?


    We do not have a changelist or known bugs list if that's what you're referring to. There is no need to alert all users that a system restore fix gets reverted back to the way it was after a reboot. I pulled the tip so the code didn't do the clean even though it was harmless as it was and then fixed the problem within 3 days.


    Why would your team need to use another piece of software to remove your own?

    Shouldn't Pcpitstop be able to remove ALL the files it installs or creates when it is removed?


    We absolutely do not use other software to remove ours we were simply referring to an industry leading product to point out that we were not leaving registry keys behind. I provided a detailed explanation of the files left behind in my last post.


    I think you got perturbed that this "novice" found issues with your coding. :boxing:


    It appears that you are viewing this as a boxing match and a fight between customer and developer. I have no programming ego. I make mistakes every single time I write code. I made at least 500 mistakes writing the system restore code. Most of which the developer finds himself while developing the code. After that we do internal testing where at least 5 more issues were found. Then we roll it out to customers and have found about 4 problems since then. You got problems with our code? Bring them on. It is my job to fix them because I am only human and cannot find them all myself. I have fixed every legitimate problem that you have brought up and provided information so we could reproduce and I would be happy to fix the rest if you'd provide that info for us. This is how the business works.

  6. Multiple of our products rely on the Exterminate3 files to do a malware scan. We have 3 products using this and these files are part of CA's installer for their malware engine. However you are right, we could add a check to our uninstaller to make sure that none of the products using this are there and if not to remove these files. The only downside there is that you will need to do a full malware definitions download the next time you install so if you're just updating with a new installer then your next scan will likely take some time. I will talk to the other developers and look into addressing this problem.


    I just had a long conversation with the developer who wrote the installer and who was responsible for the conscious decision to leave behind these files. Our installer works much like all installers out there: it removes what it installs but not necessarily everything that gets created as a result of the program. The exterminate3 / ca files are files that get downloaded by our product while it is in use. They are the malware definitions files and binaries responsible for doing the malware scan. They are not removed for the following reasons:


    1) they were not installed by the installer

    2) we have no idea what files will go down on the machine because a 3rd party company puts those files down and their code changes frequently with updates so maintaining a list would be cumbersome

    3) we cannot simply remove the entire directory because we have no idea if a user might put a personal file in there and not want it removed


    This issue has been discussed many times between the 2 companies, up to the ceo of ours and with our customers. We are making a conscious decision to leave these few files on the system. It would be one line of code to our installer to remove the entire directory on uninstall but that is not a clean solution and we do not want to be responsible for deleting your files. Also we have no idea where you're going to install the app, you could choose to install it to c:\ if you prefer and then we'll just delete your entire c drive in our uninstaller to make sure all files are gone? I think you'll agree that that is not a feasible solution and that is why PC Pitstop as well as other companies including Microsoft themselves choose to leave files behind on rare occasions.


    If any files are left behind that are not part of the CA engine please let me know and it will be addressed.

  7. 3) manually go to c:\program files\pcpitstop and manually delete the PC Matic and Exterminate3 folders to make sure that all parts are removed (sometimes the malware piece, which is what's failing, leaves behind files and we want to make sure you get fresh copies) :pullhair:LEAVES BEHIND FILES GUESS WHAT IT STILL DOES


    Multiple of our products rely on the Exterminate3 files to do a malware scan. We have 3 products using this and these files are part of CA's installer for their malware engine. However you are right, we could add a check to our uninstaller to make sure that none of the products using this are there and if not to remove these files. The only downside there is that you will need to do a full malware definitions download the next time you install so if you're just updating with a new installer then your next scan will likely take some time. I will talk to the other developers and look into addressing this problem.

  8. Do tell us what software you used to check out your system for leftovers.XP's search feature does a great job of finding almost all of them on it's own.


    Revo Uninstaller is a professional tool designed to remove junk that uninstallers miss. They must have a bug since they have missed all the files we leave behind. Please let us know what you searched for we would be happy to have a look and resolve this issue for you.


    What this has turned into is the same it does everywhere else on Pcpitstop forums. If they don't like what you say then they cover it up and try to make you look like either the bad guy or like you don't know what you are talking about.


    We aren't covering anything up. Our entire communication is right here for the world to see. If you have a problem with the product, we are always here to help you. Please provide us with information so we can resolve all of these problems.



    I wonder how CA would look upon the e-mail exchanges i had with Rob and his lack of customer concern ?


    I am not sure what this is referring to. I have great customer concern. I'm taking time out of my busy programming schedule to address issues with you on this forum just like I did in our helpdesk system. Not to mention quickly fixing the problem you had with restore points getting resized after a restart which has been fixed for awhile now. So as soon as you're ready to provide actual problem information our entire dev team will be at your disposal to get the issue resolved.

  9. For the life of me, I'm not real sure why ppl rely on Sys Resto anyhow. At best, it's only worked for me one time, other than that, it's a disk hog and a waste of time.


    It's funny you should mention that because I personally agree with you and that exact point was brought up to this particular customer. In my opinion, using system restore puts your system in a state where you have no idea which changes you've made to your system are in place and which aren't. I have never used it in my life and would only restore a computer in a manner similar to that if it was to get it to a point where I could back up vital files and then do a fresh windows install. System restore is often relied on by novice computer users because they view it as a way to "undo" harmful system changes but in my opinion it causes things to be out of sync by only restoring certain aspects of the pc.


    So much for keeping my personal opinion aside :]

  10. Today i received an e-mail from Pitstop crew telling me that the problem is much worse than anticipated.


    Customer reported a very small problem with the application. The problem is that in certain cases using xp, after PC Matic resizes system restore to the recommended size, after a reboot this value could be reverted back to what it was by windows. Absolutely no harm is done as a result of this problem, it is just that the fix to the system restore size does not "stick". This bug is "worse than anticipated" in the fact that it affects more users than we initially thought. System restore cleaning in pcmatic has been out for months now and this is the first report of this issue thus far. But through time spent working with the customer on the issue, we have been able to reproduce the problem and better understand its scope.


    It took over a week to convince them there was an issue


    There was never any doubt that there was an issue. It takes time to resolve difficult issues that have only been reported by one customer. Customer was asked to allow the developer of the system restore code himself (me) to remotely connect to his machine to further analyze this problem however the customers paranoia of a "kiss of death" as he called it, occuring to his system prevented him from granting us permission to help him resolve his issue in a more timely manner and we had to resort to using email to solve the issue.


    but finally after doing the research and testing along with the crew they now know it.


    And now that we know about this problem, our system restore tips have been removed from the application for xp users until we can get to the bottom of this issue.


    Just yesterday i started experiencing more troubles with PCMATIC changes made to my Reg files after I hit Fix All.


    Which he refuses to elaborate on so we can fix these issues, instead he has just been insulting staff members instead of helping us fix the problems.


    as with most software out here one should proceed with caution until the bugs are worked out.


    No software is perfect. Nobody has ever said that there are 0 bugs in PC Matic. However we have a very dedicated support team and are committed to making sure our (rational) customers are happy. In what other company would you have the actual developer of the program feature himself working directly with customers to solve their problems?


    Maybe you can afford to be the crash test dummy but most of us can't.


    Our software does not put anyone in the position of being a "test dummy". Through the program options you can roll back all registry changes made by the application. If for any reason anyone has further problems our team is more than happy to help out. In a high number of the cases that get reported of our software breaking something it turns out that it was actually something else that changed the way their computer behaved. A recent update or another tool they installed. Regardless, we still help the customer solve the problem and if it was a problem with our software we fix it promptly.

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