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SAS Customer Service

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About SAS Customer Service

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  1. Timed Out

    Clients will time out if they fail to contact the server for a period of time. This can happen for many reasons. If they are all timing out then I would guess that the server goes offline for a period of time or the network connection has an issue. All detected items are quarantined automatically by default.
  2. False Positive:itpautoclean.dll

    Moe, I have changed these two detections to potentially unwanted application (PUP) status. I believe YAC is on our PUP list because the program comes bundled with 3rd party software and is known for reinstalling itself when removed. http://www.shouldiremoveit.com/Yet-Another-Cleaner-118739-program.aspx http://www.shouldiremoveit.com/YAC-99191-program.aspx PUP status means SUPERAntiSpyware users will be notified of YAC as a potentially unwanted program, but will have to choose to remove the program, as it is not set for removal by default. If you have made changes to YAC where it is no longer bundled with 3rd party software, we may be able to give your request consideration, the link to submit a vendor dispute is available here: http://superantispyware.com/vendordispute.html Thanks.
  3. Download and reinstall Comodo w/ GeekBuddy.
  4. Blinky44, I'm not sure why removing GeekBuddy would cause you to lose your internet connection, but you should be able to restore GeekBuddy (or files that may be have been removed related to Comodo) from Quarantine in SUPERAntiSpyware. Open SUPERAntiSpyware > System Tools > Quarantine We are considering this detection a false positive, and the rule has been disabled. These changes will be published within the next hour with database version 11883. Sorry for any inconvenience caused.
  5. Can't access the online sanner.

    Syncopator, I asked around the office to find an answer for you. This used to be a link to our Technician's Edition software, which can be found here: http://superantispyware.com/portablescanner.html
  6. Can't access the online sanner.

    Syncopator, I'm not sure what you mean by online scan, could you clarify? Scanning is still available in SUPERAntiSpyware Free.
  7. (SOLVED) How NOT remove something found?

    Movrshakr, There should a thumbs up next to the PUP listing, give it a thumbs up, and we won't bother you about it anymore.
  8. (SOLVED) Lenovo FusionEngine uninst.exe false positive?

    BeteB, Thanks for bringing this to our attention. I agree this was a false positive. I've adjusted our definitions, and the file should no longer be detected as of release 11861, which will be published a little later on today.
  9. (SOLVED) Super antispyware not removing trojan

    This was a false warning, there's nothing to do except update SUPERAntiSpyware definitions.
  10. SAS and Thunderbird Issues

    Tony, I'm not sure why your ticket was closed, and I'm sorry if we caused you any inconvenience. I've sent a reply to your support ticket.
  11. (SOLVED) Super antispyware not removing trojan

    Nomerci, Thanks for reporting this detection. We have updated the definition database, and this file should no longer be detected when we publish definitions version 11841 later today.
  12. Tvac3, We changed this detection to show as a PUP instead of a Trojan. This change will go live when we publish definitions update 11805 later today. Thanks for the report.
  13. Unable to Update Database and Definitions

    Glad we could help, LxCi.
  14. Managing a 10 license purchase

    Terry, Please submit a support request here: http://www.superantispyware.com/precreateticket.html
  15. Bug Reports

    Faast, Thanks for the report. We are aware of the issue with definition updates and are currently working to resolve it.