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geoff

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Posts posted by geoff


  1. Hi! We just released 5.0.1144 and we haven't updated the product history page just yet. The most important upgrade in this release is support for our vastly improved infrastructure -- which will result in dramatically faster definition and product update downloads. Also included are minor under-the-hood performance tweaks and bugfixes.

    Thanks,

    Geoff


  2. Thanks to everyone for reporting this false positive. It has been resolved and should not be detected as of (upcoming) SUPERAntiSpyware Core Definition Database 6898 and greater. VirusTotal should also show no detection by the SUPERAntiSpyware engine as soon as they download our newest database from us.

    Please PM me if you have any further issues.

    Geoff


  3. Paul,

    If you would like a refund, please fill our your request on our ticket submission page here:

    https://www.superantispyware.com/csrcreateticket.html

    Please note that the issue on August 27th was caused by a temporary issue in our update system. The event lasted less than 15 minutes and it was the first time something like this has happened in the six years that SUPERAntiSpyware has been produced. We corrected the issue as soon as we discovered it, and we have put in place checks to make sure that something like this does not happen again.

    Geoff

    I see many of us have had problems worse than if we had a virus so the software has caused this problem which we all paid them for.

    I still cannot get secuia, live mail or messanger to work and it will cost me £40 tomorrow for my computer shop to try to sort it out.

    I think we are all due a refund and then uninstall SAS as this could all happen again

    Paul


  4. Hi Samie,

    We're sorry to hear about your dissatisfaction with SUPERAntiSpyware. Please follow the link below and fill out the form to start the refund request process:

    https://www.superantispyware.com/csrcreateticket.html

    on Aug 13th I purchased SuperAnti Spyware but on the 15th I had to uninstall it because it was messing up my computer big time.This program has caused me numerous headaches and I no longer want it on my computer. I am asking you for a refund...how do I go about getting it.


  5. Well, we certainly appreciate you reporting here about the issue, and then reporting back on the result! We absolutely try to be as careful as is possible with our malware detections and we strive for zero false positives, of course. I apologize personally to the users affected by this update.

    Geoff

    Thanks for the prompt response. I knew it wasn't an issue with the 4.42 update, since the version I'm currently running is 4.41. I just ran an update and started the scan over again. So far, so good. It's not showing every .dll and .exe file as infected.

    Thanks again!!! If only every company was as on top of the situation as you guys!


  6. Thank you for reporting this issue, and thank you for your patience. Please update your SUPERAntiSpyware definition databases to at least Core version 5417 (or greater) and these false positive detections should be resolved. The issue is related to a transitory problem we were having with the definition database, and not the recent 4.42 product update that just came out yesterday.

    Geoff

    I am having the same problem. I've reached about 30,000 scanned, and SAS is telling me that over half of them are infected with Rogue.SecurityEssentials2010. This feels like the McAfee snafu a few months back. From reading a few other spots on these forums, it's pretty widespread to anyone who has updated to this version.


  7. Hi mark5scuba,

    Can you create a support ticket on our website requesting a SSI diagnostic in the problem description, making sure to mention that you are getting the System.BrokenFileAssociation detection? Also, please specify your OS in the problem description as well.

    https://www.superantispyware.com/csrcreateticket.html

    Thanks,

    Geoff

    I am having this problem now May 4, 2010 and have everything updated to latest versions. It just started this afternoon.

    Mark


  8. Hi idnnyc,

    Can you create a support ticket on our website requesting a SSI diagnostic in the problem description, making sure to mention that you are getting the System.BrokenFileAssociation detection? Also, please specify your complete OS information in the problem description as well.

    https://www.superantispyware.com/csrcreateticket.html

    Thanks,

    Geoff

    I have updated the definition database and "system.brokenfileassociation.settings" keeps coming up in the scan.


  9. Hi parkwood40,

    We have disabled the detection of "System.BrokenFileAssociation" as of SAS Core Database Version 4875 (released a few moments ago). The rule, as you have seen, resulted in erroneous detections on certain systems, and our lead low-level developer is investigating. If you update your definition databases within the product, these registry keys will no longer be detected.

    Thanks,

    Geoff

    System BrokenFileAssociation 3/ keeps turning up when I do a scan it's something to do with what my son has done on the computer could anybody help.

    Paul.


  10. Please refer to our brief FAQ on how to submit a false positive report to the SAS team:

    How to report a false positive

    Sending us a notification through the Report False Positive wizard is the most efficient way for us to analyze the possible false detection on your system and remedy it.

    Please note that you must select each individual item that is falsely detected and run then the wizard. If you have more than one item that is a suspected or know false positive, you must run the wizard multiple times to give us a complete report.

    Thank you!


  11. Thank you for taking the time to report this issue and the details surrounding it. We have disabled the detection of "System.BrokenFileAssociation" as of SAS Core Database Version 4875 (released a few moments ago). The rule, as you have seen, resulted in erroneous detections on certain systems, and our lead low-level developer is investigating. If you update your definition databases within the product, these registry keys will no longer be detected.

    Thanks,

    Geoff


  12. Hi Enrique,

    Can I have you create a support ticket on our website here?:

    https://www.superantispyware.com/csrcreateticket.html

    Please note in your problem description that you were told to request a diagnostic, and note somewhere also that Geoff sent you.

    Thanks,

    Geoff

    Hey geoff I have tryed malware bytes and superantispyware and neither will get rid of the Security Tool. When I try to open it Trend blocks it and says its unsafe. Any ideas?


  13. Hi ProTruckDriver,

    Thanks for signing back up again! Unfortunately, some of the users did not convert over correctly -- we apologize for any inconvenience!

    Geoff

    Looks like SAS got a new look on the forum. I had to re-register to get on the forum, my old name is no longer posted. I like the looks of the new forum. Anyways I'd like to say Hi to everyone on the forum.


  14. Hi,

    Personally, I think you'd be doing yourself a disservice if you didn't use MBAM (free or paid) in the fight against malicious software. MBAM is a great tool, and when used in conjunction with a good antivirus and another antimalware product like SAS, you really can't go wrong.

    We've got thousands of users who have some combination of SAS FREE/Pro and MBAM FREE/Full on their systems and they work well together.

    Geoff

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