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Toby's Tirade

A client purchased a copy of eTrust AntiVirus 7.1 by Computer Associates from VCC. We installed it, but when the client checked, the program wasn't updating the virus definitions. It was giving an error that the program couldn't be authenticated. I've installed the program many times and never seen that error.

The client went out to the Computer Associates website to try to figure out why. Eventually he called their 800 number, but couldn't get support without paying for it.

He brought the computer and disks back to us, asking us to get the product working.

First, I uninstalled and reinstalled the program. No help. Next I searched the CA knowledgebase. Nothing useful.

Finally, I called the (800) 462-1199 number the client gave and told them I had a retail box product that had a failed install. They said to check the Help, About page to see if the program had been properly registered. Nope. OK, go to the online registration page, enter the 25 character key code. It isn't recognized. Enter the client's email address into the authentication screen. Still no joy.

After an hour and a bit, they gave up and said either I'd have to pay for tech support or go to their online chat system. A quick check of what we paid for the product plus the support price sent me to the online chat. It's hard to stay in business when the cost of the product plus support is more than I sold the product for.

After a nice chat with their online chat support fellow, he said I'd have to call tech support. I called back (877) 694-8509, which the chat fellow gave me. After bouncing around punching endless numbers to different departments, someone finally said that I was in the wrong department. Retail boxed products are authorized in a completely different manner from the online purchases. I was told to call the retail number: (800) 605-3042. So I call and get a recording that says, "That number is not available from your area." Back to the online support folk in search of a better number. Nope. Only number anyone has.

Finally, I called the national distributor I purchased eTrust from. They have a dealer phone number for Computer Associates. (I won't print this one as it is supposed to be for dealers only.) When I called it they asked for my phone number. Turns out VCC is an authorized CA reseller and we are entitled to free tech support. Glory be. I had registered two years ago, but because I'd never had an issue with the product, I'd forgotten.

The technician told me the online stand-alone product doesn't need to have a registered user. The problem was related to permissions involved in downloading the virus definitions. He asked if he could take over my desktop to fix the problem. I logged onto his server and in short order he opened a command prompt, switched to ftp, logged onto his server and attempted a manual download of the definitions. Up popped a Windows XP window saying it was blocking an unsafe activity. The XP Service Pack 2 Security Center firewall was blocking the virus definition updates.

Apparently Microsoft thinks uploading eTrust's antivirus definitions is an unsafe activity. I can hear some of you saying, "Well, how is Microsoft supposed to know about every virus program's download settings?" One of the reasons I recommend eTrust is that it is the ONLY antivirus program allowed on any of the Microsoft campuses!!! It is what Microsoft uses. And their firewall turns off the updating. Grrr.

It's been a long day and I am upset with the following: (1) Computer Associates online support for the run-around; (2) Computer Associates retail support for not keeping an up-to-date phone number list handy with the online half of the business (3) Microsoft for turning off the ftp access to eTrust and (4) ME for being so #@%$%$# stupid for forgetting that I had dealer tech support and could have solved a 3 hour problem in 15 minutes.

Anyone want to be a computer dealer? They can have my seat.

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