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Everything posted by blankslate

  1. Hi Marcos, Thank you for replying to my problem and for your offer of a temporary license key. That was a kind gesture and I appreciate it. I had begun trying to renew my (multi year, multi device) ESET subscription back on 2/29. I have come to learn over this past week through bounced emails, 404 pages, endless feedback loops, and rejected support tickets that ESET’s marketing and support in Vietnam and Singapore has ceased to function. I have also tried resolving this through Bratislava (support ticket – no response), IM on ESET’s Facebook page, and this forum. I also tried and faile
  2. Hello, I am having some real bad problems trying to renew my 2-year SmartSecurity 8 subscription! I hope that you can help. (Edit: System Info) Machine: Acer Aspire E1-470 OS: Win 7 pro 64bit with SP1. All updates current AV: ESET SmartSecurity v.8.0.319.0 I live in Vietnam. I purchased the software online 2 years ago while living here. It seems that the Vietnam (and perhaps Singapore) support is quite completely and utterly broken! That is why I am contacting you instead. Every attempt that I make to renew either results in a 404 page or bounced email. I had sent in a support reques
  3. I found the problem! (and it is a stupid problem - but that is usually how it goes, isn't it?) I was using eset_av_remover.exe instead of ESETUninstaller.exe I ran through the whole process again and was able to successfully install and activate a current version of SmartSecurity. The birds are singing, the sun is shining and all is right with the world. Thank you so much @Marcos (and @zloyDi) for your kind patience and assistance! Solved!
  4. In the app itself there is an "operation log" that says the following every time I try: (see image) [11:29:23:246] Removing temp files [11:29:23:246] [11:29:23:246] ==================================== [11:29:23:246] An error occurred during the collection of files. See the log for more info. I have looked and looked and can not find any other ESET log. It is not in C:\ or any other place in the file system that I have searched. Perhaps you know its name and default location? Thanks!
  5. Hi, Still unable to install ESET Smart Security, Still unable to run ESET Log Collector. Have followed all instructions very carefully. Any ideas what to do next? Thanks!
  6. OK. Downloaded and tried to run ESET Log Collector following the instructions on hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN3466. Immediately got an error: An error occurred during the collection of files. See the log for more info. Tried again with a freshly downloaded copy and got the same results. I have no idea where to find this log. It is not on the Desktop and it is not in C:\. (edit for clarity - 10-16-14 1038 ICT)
  7. Hi, Thank You for your patience! Finally got some time with the computer and here is what happened... Following the instructions in hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN2289#Win_7. I ran the uninstaller 3 times, rebooting into safe mode after each attempt. None of these attempts showed that there was any antivirus product on the system. (I had previously removed the AVAST) I then deleted at least part of the ehdrv driver following the instructions in hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN2616. I was able to complete the first step and dele
  8. Sorry for the slow reply. Please don't close this topic. Wife's got a big project going and getting the computer out of her hands is harder than prying barnacles off a rock. Will update as soon as possible...
  9. Background: My wife recently had her laptop's operating system upgraded from a 32-bit version of Win7 Ultimate to a 64-bit version of WIn7 Professional. The 64-bit OS is the correct one for her computer. The OS is up to date according to Win Update. The new installation came with a trial version of ESET 4 - don't ask why, I don't know. We are existing ESET customers - Smart Security, 2 computer license. The First Problem: The ESET 4 did not uninstall cleanly. After searching ESET for the corresponding AV removal tool (there wasn't one and it recommended a normal uninstall) I used ESET 4'
  10. Thank you Peter. I will call in the morning and see if they can help.
  11. Hi. I am (we are) using the paid version of SmartSecurity 7. My wife's computer seems to be infested and I submitted a support request back on the 16th (Fri, 16 May 2014 16:05:06 +0700). It was apparently routed to the Vietnam support group (I am a westerner living in Hanoi.) They responded very quickly that first day (thank you very much!) but I haven't heard back from them since Fri, 16 May 2014 23:16:41 +0700. I have gone through the preliminary troubleshooting procedures and have submitted all the files and logs that they requested with the exception of virus/malware samples that t
  12. Hi all, You can call me blankslate. How did you find the ESET Security Forum? - I came here seeing if I could gain some insight and find answers I was not finding in the KB. What OS are you running? - I have a win 7 Pro x64 laptop. My wife has a (currently infected) win 7 Ultimate x32 laptop. We have a couple of old XP SP3's that we will do something with someday, and 3 Android Jellybeans (2 of which are Samsung flavored.) What AV are you running? - ESET SmartSecurity 7.0.302.26 on the win 7's, supported by Malwarebytes and SuperAntiSpyware (the SAS I use mostly for the cookie
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