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Everything posted by SASupport

  1. Hello, For this I would reccomend a uninstall and fresh reinstallation To uninstall, please view our updated handy guide: https://www.superantispyware.com/supportfaqdisplay.html?faq=47 You can download and install from the SUPERAntiSpyware Professional installer linked below: http://cdn.superantispyware.com/SUPERAntiSpywarePro.exe During the installation process you will be prompted to re-enter your registration code. Let me know if you need me to retrieve your registration code.
  2. Please send me a private message with your email address and I will start the process of investigating this.
  3. We are currently looking into the feasibility of implementing this.
  4. Lifetime licenses will be able to upgrade to Pro-X edition. let me know if there are issues in this process.
  5. Do you have web browsers open at this time? Sometimes that can interfere with the removal of tracking cookies.
  6. As some of you have already figured out - SUPERAntiSpyware has partnered with Avira, the technology behind many of the biggest names in cyber-security, to provide our customers with industry leading malware protection. The main focus of SUPERAntiSpyware has been, and continues to be, offering consistently top-rated malware protection. On our quest to fulfill this goal, we determined that the Avira engine would fit naturally into SUPERAntiSpyware – dramatically improving the product effectiveness. As such, we made the decision to increase the protection of SUPERAntiSpyware by combining the powerful Avira engine with our own native engine. SUPERAntiSpyware still offers the same great features our customers have come to expect: lightweight, fast scanning, works well with other malware protection products, compatibility with older operating systems. We will continue to include and improve our own scanner to detect the malware that other products fail to detect. Stay Tuned! More improvements are coming. Thanks SUPERAntiSpyware Team
  7. Hi Hayc59, Sorry for the delay in responding. We are preparing an official response to the changes referenced in this thread and were hoping to have posted it earlier. Please be patient. Thanks SUPERAntiSpyware Team
  8. Hello, I apologize if some of the troubleshooting steps seem redundant. Often times, when we ask that the user do something, it's because we have tweaked something, or are aware of something that makes us believe the process will resolve or bring us closer to the resolution. I just replied to your email requesting some diagnostic log files, which I will take a look at and escalate to engineering if necessary.
  9. Do you have your registration code? If you enter this into the Help & Registration menu it will be activated and all Professional features will be activated.
  10. Have you verified that System Investigator has deleted these files? System Investigator shouldn't delete files. It should be providing information only.
  11. After the re-installation you will need to enter your registration code into the Help & Registration menu. This activates the product to your Lifetime License.
  12. Hello, I have replied to your email ticket with us. If anyone else is experiencing this issue, please send me an email at superantispyware@support.com
  13. If this is still an issue please send me an email at superantispyware@support.com and I can look into this further.
  14. Are you connected to the internet through a VPN? Are you using any type of disk imaging or virtualization software for this computer?
  15. If we haven't resolved or started looking into this issue, please send me an email directly at superantispyware@support.com I have been getting some reports similar to this.
  16. No problem at all, make sure the logs you send are from: C:\ProgramData\SUPERAntiSpyware.com\SUPERAntiSpyware\AppLogs These logs are different from the regular scan logs.
  17. Could you please zip up and send me the log files from the directory C:\ProgramData\SUPERAntiSpyware.com\SUPERAntiSpyware\AppLogs I can look at these and see what’s going on. You can email them to superantispyware@support.com
  18. I wouldn't worry about these numbers unless there are other disruptions happening. SUPERAntiSpyware may use more or less ram at a given point in time depending on what it's doing. The registration code won't affect how much ram the program consumes. 9k-100k is a reasonable range for what SUPERAntiSpyware does.
  19. I would try an uninstallation and reinstallation of SUPERAntiSpyware in Safe Mode. and then see how it is.
  20. Do both machines have the same program configuration? For example, is one machine running Realtime Protection but the other not? Or any other configuration differences. How much ram does each machine have total?
  21. Hello, Please send us your scan logs. You can find your scan logs in this directory: C:\Users\%USERNAME%\AppData\Roaming\SUPERAntiSpyware.com\SUPERAntiSpyware\Logs You'll need to replace "USERNAME" with your Windows user name Please send the logs to superantispyware@support.com and I will take a look to see what may be happening.
  22. I will forward these to the malware analysis team. Thank you for the information.
  23. Sorry your email slipped through the crack initially. please send me your email address to superantispyware@support.com if your inquiry hasn't been resolved yet and I will retrieve your license.
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