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WillYum

Super Shield software update problem

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Every time Super Shield announces that there are outdated software updates available I don't dare click on the announcement . If I do no matter which option I select - even if I tell Super Shield to ignore them - something happens and my computer locks up. Nothing works and I have to shut power off or do a hardware reboot to get going again. I can run PCMatic and it will download and install the updates so this just seems to be a Super Shield problem. At first I thought it was a software download/install problem but it has done it with different software updates - Google Chrome, Java, etc.

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I tried opening a ticket but cannot remember my password. I have twice requested that you send me password but get no response. Don't know what else I can do.

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I'm not sure where you are at, but you do not need your password to open a ticket. (If you are not receiving the password emails be sure to check your junk mail folders, both locally and at your online email client.

 

To open a ticket, click the link below, then put dot in front of "Request product information or technical support" and click "next". Then, with the dot by PC Matic, click "Next". On the next screen oput a dot by "Other, my issue is not listed above" and click "next". Then at the next screen you can fill out the ticket and click "Next".

 

http://www.pcpitstop...ore/service.asp

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I got a ticket started but am still NOT receiving any mail from you guys. I have gone out to my server and checked there. I have made sure that you are on my white list and are in my contacts list but still nothing. Maybe you could try sending a note to (email edited out) and see if I get it.

Edited by IntelGuy
Removed email address

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I sent a note from my personal email. Let us know if you get it.

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I got the test e-mail OK but still nothing about password and now that I have started a ticket I did not get the e-mail notification about the ticket. I checked all junk mail folders and looked on my server for any e-mail from you guys. Seems funny as the note you just sent me is from the same domain and I have it white listed so any from you guys should go through OK. The last newsletter I got from your website is dated Feb 9, 2014 so at least up till then I was getting things through and I have not made any changes to my settings.

 

WillYum

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Most blacklisting by ISP's is done by IP address more so than the domain name. The help desk has its own IP address.

 

Do you have csticket (at) pcpitstop (dot) com whitelisted? Do you also have an online email client as well as a local one, or are you using the online client exclusively?

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I'll check with my ISP tomorrow but I suppose I will need to know the help desk IP address. Seems funny that they would let all other mail through from you but block the help desk. Stranger things have happened though.

 

WillYum

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Oh, and yes csticket at pcpitstop dot com is on my whitelist both at the ISP and locally. I also have all your addresses in my contacts.

WillYum

Edited by IntelGuy
removed email address to prevent spam

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When verifying the helpdesk IP address I discovered (or remembered...) that we recently moved the help desk email over to a contractor, Green Arrow. Rather than try to track down their email server IP, I will send you a reply from the help desk using my personal email and let's see if that gets through.

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Nothing has come through as of 06:45 this morning. I did receive a PCPitstop newsletter though.

 

WillYum

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Sorry, I forgot (I'm 68) that you asked about online e-mail account and I already have one I haven't used in 2 years but checked and it is still active. willyum194 at gmail dot com I have opened a new ticket - DSF-473388 using that e-mail address and have gotten a response already. It's obvious that my ISP is blocking mail from your help desk IP address.

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Glad to hear that worked and that you are now getting the replies.

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Haven't heard back from the help desk since I sent them my log file but I did get a message from Supershield about out of date software (Mozilla Firefox) and as I wasn't doing anything particular with the computer I clicked on announcement and told Supershield to go ahead with update. Supershield turned from yellow to green and nothing else happened at first. I thought maybe it was going to work but all of a sudden I couldn't do anything - mouse still moved but anything I clicked on had no effect. I tried opening a folder on desktop and nothing happened for several minutes, then blank window opened and after approximately a minute the folder contents appeared. I tried to open PCMatic but taskbar at bottom of screen seemed to be frozen so I tried a soft reboot and once again nothing happened at first. Then screen went black and an error message appeared to inform me that an error had occurred and the task master could not run. I then did hard reboot and got the computer going again but the bootup took about twice as long as normal. I ran PCMatic, installed updated Firefox and rebooted. Seems to be back to normal.

 

Wish I had written down error message but hindsight is always 20/20.

 

WillYum

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I'm sorry that you were not updated after we received the log file. This is a new issue that you have discovered. We have been able to reproduce the problem on one of our test computers, but I do not have an ETA as to when the issue will be fixed.

 

For now, I would recommend that you ignore any notification from SuperShield to update vulnerable software and instead if you see a notification run a PC Matic scan and clean and let PC Matic do the updating.

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OK, not a problem. Glad that I was able to be of some assistance. Love the PCMatic/Supershield software. I have been a user since I first found PC Pitstop many years ago.

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Glad to hear that you like the software. Thanks for letting us know. I will try to remember to post back here once the problem is fixed.

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First posted this problem in Feb of this year and it is now Aug. I have not heard of any correction and the last time I tried to update when Super Shield called for them it still locked up. I guess you guys are

busy but is there any progress on solving the problem?????

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