dp0mu8zgxl Posted April 12, 2014 Report Share Posted April 12, 2014 Immunet Plus 3 with subscription for three devices has been working for nearly a year now. Today Immunet Plus 3 with 40+ days on the clock suddenly decides it wants to be renewed. I've three licenses and the tablet is still working properly ...but the workstation version is NOT. It wouldn't uninstall (until I forced it). It wouldn't re-install until I REALLY forced it. It still isn't taking the EXACT licensing string I was sent some 11 months ago. The Copy-and-Paste Key :: Activate key goes brown and all I see is "Upgrade to Plus Failed!". It's VERY good at selling a new subscription, not so good at honouring the purchased promise:-| Could my license key so suddenly become invalid with 40+ days left on the clock? Was it some thing that Microsoft did with the recent W8.1 PRO UPDATE that has thrown it? Your product really chose a bad time to throw its toys out of the pram (w.r.t. Heartbleed). Is there something I can do to persuade this application to work properly for the next 40+ days. My confidence in the programming of this application has taken a severe dent. Will it decide tomorrow that it is OK to continue to do its work properly or is it broken. I've filed a Support request but I don't expect anybody to open it for a couple of days at least. So, after many access attempts to appease the forum entry criteria, I write now to you... Link to comment Share on other sites More sharing options...
ritchie58 Posted April 13, 2014 Report Share Posted April 13, 2014 Hello dp0mu8zgxl, that is strange that Immunet just stopped working with 40+ days left on you license key and the uninstall/reinstall problems. I wish you would have created a Support Diagnostic Tool report and sent that to Support before you uninstalled. I'm sure that's something the Support tecs would have liked to have taken a look at. I doubt that Windows update had anything to do with the issue though. Keep an eye on this topic because a Support person will definetly look into this for you. If you get no response from Support within a day or two let me know and I'll contact an Administrator myself to make sure your issue gets the attention it deserves. There is also a toll free phone number you can use during regular business hours to talk to an Immunet rep about this issue. Immunet Support: 1-877-678-2096 Office Hours: Mon-Fri, 9AM to 5PM (MST) Best wishes, Ritchie... Link to comment Share on other sites More sharing options...
dp0mu8zgxl Posted April 13, 2014 Author Report Share Posted April 13, 2014 The word 'strange' wasn't included in the verbal litany I uttered when I came across the issue, nor rather more coarsely during the unrewarded multitude of hours afterwards. There is no button marked Support Diagnostic Tool on this faulty application otherwise I rather think I would've used it by now. The only things that work rather well on this application are the various links butting up front and in your face exhorting me to open my wallet to purchase duplicated cover over what is currently not operational. A veritable triumph of marketing over functionality. In any case the asinine situation in which this faulty application or process has buried itself subsists... There has been little change other than the sheer number of frustratingly unproductive and worrying hours that have just wafted by ...while I await cogent human response from Immunet. I have also sent an email to the mechanism that responds to purchases and supplies the now errant license key asking THEM just why the Immunet corporation has now decided not to honour the quoted and purchased promise - for the next 40 or so days. No response of course. I work 7 days a week and tend to find these weekend breaks people have somewhat irksome and unproductive. Toll free phone calls to the United States of America are of little use to me here in the mostly United Kingdom. I took the trouble to internally whitelist your web site's operational and published IP address here on my server. The first set of responses had been blackholed (for other security reasons). By the time I'd gone around (3rd or 4th time) again I could see that the forum's various responses (re: passwords etc) were using the same IP. However your first response to my thread has not (yet?) been delivered. Is this normal, does your forum send out email notifications or am I required to keeping returning to interrogate the thread for suitable responses? The Surface PRO (original) tablet running on W8.1 PRO, using the 2nd of the only two parts of the purchased but reneged promise of three computers covered license, shows it is both Up To Date (large tick button) and that the About cites version 3.1.8.9567. The settings area displays the Product License with Type: Plus and Days Remaining: 42 and a greyed out License Key string which is an exact match with the one in the non-operational iteration running on my workstation. The tablet connects to the internet using the broaband router's segmented WiFi. It is functionally 'connected to the internet' and your application's Update Now button purports to say and actually do the obvious. It all just works. The workstation (a self built computer as was also our server to which it is connected via an isolated/secured intranet) is also running on W8.1 PRO x64 and takes up the 1st license. Since the onset of this rampant and utter foolishness the two large colourful eye-candy buttons have been missing with the faulty application now choosing to almost rabidly shouting for me to pointlessly "Upgrade!" the already faulty installation's false promise with further such:-| To say that I was not impressed is an understatement and I remain thus. The About remains less current than that loaded (and WORKING) on the tablet and has not budged from v.3.1.8.9583. Whether this is important or not I do not know but the difference is not one of my making. The Product License area cites a License Type: Free but shows the SAME greyed out (apparently still valid key string in my tablet machine). Wearily clicking the Change Your License Key (eg change my non-working Valid key string for something else that doesn't work?) I am showed yet another triumph of marketing over ACTUAL functionality and asked to get my wallet out to ...re-purchase the remaining 40+ days? Utterly without any hope of any success at all I follow the Copy-and-Paste Key instructions to the very letter and click the before brown but now promisingly active orange button marked Activate to be rewarded wtih a Failed message and a brown Retry button. * Yes, the key entered is the one supplied on purchase * Yes, the service (unspecified so I too won't say which service I'm referring to either) * Yes, my computer is on-line I'm watching the server's squid log live and I would've expected to see an outgoing POST but I do not. Perhaps your errant validation procedure merely does a built-in 'check'? Whatever. How you programme your stuff is up to you but could you make it work a little more effectively? It was working 'properly' last week for instance. It's causes other problems and I really object to having to try it but I tried hooking up the workstation directly to the router (thus bypassing the secure and protective server that secures and protects the workstation) to more emulate the still operational tablet's connectivity. The foolishness subsisted and I have now normalised the connectivity that has been working for this last year all bar about 40 or so days. My workstation's clock is current (sync'd using the same nntp as that used by the server). Historically and by observation long ago I have ensured port redirection for 32137 TCP/UDP and 53 TCP/UDP between the router's NATting with the server. Note that all this stuff has been working for the best part of this last year. Operationally, other than the current imbecilic "Upgrade NOW!" exhortations, there is a bit of a difference in the outgoing squid log. When updating (manually or automatically) I used to see maybe a dozen or so update lines involving gzip files in a group, here's an example from last week when 'things' WERE actually working: Sun Apr 6 04:05:50 2014 29 10.0.0.90 TCP_HIT/200 726 GET http://update.immunet.com/updates/protect/update-3.1.8-64-en-us.xml - NONE/- text/xml Sun Apr 6 04:05:51 2014 227 10.0.0.90 TCP_REFRESH_HIT/200 56959 GET http://update.immunet.com/av64bit/versions.dat - DIRECT/54.225.247.242 text/plain Sun Apr 6 05:06:01 2014 15 10.0.0.90 TCP_HIT/200 726 GET http://update.immunet.com/updates/protect/update-3.1.8-64-en-us.xml - NONE/- text/xml Sun Apr 6 05:06:01 2014 525 10.0.0.90 TCP_REFRESH_MISS/200 56960 GET http://update.immunet.com/av64bit/versions.dat - DIRECT/54.225.247.242 text/plain Sun Apr 6 05:06:05 2014 123 10.0.0.90 TCP_MISS/404 619 GET http://update.immunet.com/av64bit/patches.dat.gz - DIRECT/54.225.247.242 text/html Sun Apr 6 05:06:05 2014 2 10.0.0.90 TCP_HIT/200 56967 GET http://update.immunet.com/av64bit/versions.dat - NONE/- text/plain Sun Apr 6 05:06:08 2014 0 10.0.0.90 TCP_NEGATIVE_HIT/404 626 GET http://update.immunet.com/av64bit/patches.dat.gz - NONE/- text/html Sun Apr 6 05:06:08 2014 884 10.0.0.90 TCP_REFRESH_MISS/200 338629 GET http://update.immunet.com/av64bit/avx/Plugins/emalware.299.gzip - DIRECT/54.225.247.242 text/plain Sun Apr 6 05:06:09 2014 993 10.0.0.90 TCP_MISS/200 258831 GET http://update.immunet.com/av64bit/avx/Plugins/emalware.i41.gzip - DIRECT/54.225.247.242 text/plain Sun Apr 6 05:06:10 2014 644 10.0.0.90 TCP_MISS/200 243043 GET http://update.immunet.com/av64bit/avx/Plugins/emalware.i57.gzip - DIRECT/54.225.247.242 text/plain Sun Apr 6 05:06:10 2014 123 10.0.0.90 TCP_REFRESH_MISS/200 540 GET http://update.immunet.com/av64bit/avx/Plugins/update.txt.gzip - DIRECT/54.225.247.242 text/plain Sun Apr 6 05:06:11 2014 870 10.0.0.90 TCP_REFRESH_MISS/200 282635 GET http://update.immunet.com/av64bit/avx/Plugins/emalware.000.gzip - DIRECT/54.225.247.242 text/plain Sun Apr 6 05:06:12 2014 919 10.0.0.90 TCP_REFRESH_MISS/200 291360 GET http://update.immunet.com/av64bit/avx/Plugins/emalware.i16.gzip - DIRECT/54.225.247.242 text/plain Sun Apr 6 05:06:13 2014 1199 10.0.0.90 TCP_REFRESH_MISS/200 423398 GET http://update.immunet.com/av64bit/avx/Plugins/e_spyw.i11.gzip - DIRECT/54.225.247.242 text/plain At the current faulty moment I see one line: NONE/- TCP_MEM_HIT/200 GET http://update.immunet.com/updates/protect/update-3.1.8-64-en-us.xml - text/xml However I have assumed that change to be one from the apparent Free license I appear to have been deemed to be running. During one of the bunch of time consuming uninstall re-installations I prudently took the opportunity to run CCleaner though I can't pretend it made any noticeable difference to the Immunet's operation [sic]. So, there you have it Ritchie, a litany of woe. Can it be fixed? I don't know. What I do know is I can't do anything on this workstation until *IT* is fixed and I can be more certain that this very sorry functionally dysmal episode hasn't been triggered by any incumbent or latent malware/rootkit previously delivered:~/ Link to comment Share on other sites More sharing options...
dp0mu8zgxl Posted April 14, 2014 Author Report Share Posted April 14, 2014 >>Can it be fixed? Thank you for silently fixing your fault (re: foreshortened subscription by 40days). What was it... did someone need to refill the fuel tank and kickstart the generator? The workstation was repowered about an hour ago and I noticed immediately that the immunet panel was showing two green buttons of eye-candy and a complete absence of marketing junk. The settings area is now showing the proper Plus instead of the false Free and I still (apparently) have 40days to go on the clock. ROOTKIT scans are now possible and there is a distinct absence of irritating orange cloud patches that lead to exhortations of "get your wallet out". Is anyone going to own up as to the precise issue and its resolution or are they going to hide under or behind the corporate firewall? For the record I was at no time ever assisted by any Support function as a result of the ticket issued ...with promised support. And the sales function hasn't responded to my query about the foreshortened service life of the original purchase. But somebody has indeed kicked the tyres as it were and my immunet stuff is now apparently operational after several days of non-stop hiatus - here at least. This lot showed up in the squid log right after repowering the workstation: DIRECT/54.243.89.7 TCP_REFRESH_MISS/200 GET [url="http://update.immunet.com/av64bit/versions.dat"]http://update.immune...it/versions.dat[/url] - text/plain DIRECT/54.243.89.7 TCP_MISS/404 GET [url="http://update.immunet.com/av64bit/patches.dat.gz"]http://update.immune.../patches.dat.gz[/url] - text/html NONE/- TCP_HIT/200 GET [url="http://update.immunet.com/av64bit/versions.dat"]http://update.immune...it/versions.dat[/url] - text/plain NONE/- TCP_NEGATIVE_HIT/404 GET [url="http://update.immunet.com/av64bit/patches.dat.gz"]http://update.immune.../patches.dat.gz[/url] - text/html NONE/- TCP_MEM_HIT/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/emalware.599.gzip"]http://update.immune...alware.599.gzip[/url] - text/plain NONE/- TCP_MEM_HIT/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/emalware.596.gzip"]http://update.immune...alware.596.gzip[/url] - text/plain NONE/- TCP_MEM_HIT/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/e_spyw.i47.gzip"]http://update.immune...e_spyw.i47.gzip[/url] - text/plain NONE/- TCP_HIT/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/emalware.541.gzip"]http://update.immune...alware.541.gzip[/url] - text/plain NONE/- TCP_HIT/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/emalware.543.gzip"]http://update.immune...alware.543.gzip[/url] - text/plain NONE/- TCP_HIT/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/emalware.377.gzip"]http://update.immune...alware.377.gzip[/url] - text/plain NONE/- TCP_HIT/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/cevakrnl.rv4.gzip"]http://update.immune...vakrnl.rv4.gzip[/url] - text/plain NONE/- TCP_HIT/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/emalware.566.gzip"]http://update.immune...alware.566.gzip[/url] - text/plain NONE/- TCP_HIT/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/emalware.c02.gzip"]http://update.immune...alware.c02.gzip[/url] - text/plain DIRECT/54.243.89.7 TCP_MISS/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/e_spyw.i07.gzip"]http://update.immune...e_spyw.i07.gzip[/url] - text/plain DIRECT/54.243.89.7 TCP_MISS/200 GET [url="http://update.immunet.com/av64bit/avx/Plugins/emalware.i04.gzip"]http://update.immune...alware.i04.gzip[/url] - text/plain Link to comment Share on other sites More sharing options...
rsmith Posted April 15, 2014 Report Share Posted April 15, 2014 Hi dp0mu8zgxl, I actually responded to your support claim the other day but the email you provided apparently didn't work: The reason why your account stopped working is because you had activated your licence 5 times out of your allotted 3. I went and re-loaded your activation limit and looks like that was indeed the problem. Please be aware of how many times you have used your license. For future communications, the support tool isn't inside the Immunet Application itself. In order to use it click the Start Menu -> All Programs -> Immunet -> Support Diagnostics Tool. Link to comment Share on other sites More sharing options...
dp0mu8zgxl Posted April 16, 2014 Author Report Share Posted April 16, 2014 >>The reason why your account stopped working is because you had activated your licence 5 times out of your allotted 3. I went and re-loaded your activation limit and looks like that was indeed the problem. Please be aware of how many times you have used your license. I refute your allegation(s) strongly and emphatically. I also take issue with your public implication of license abuse. I have been required to reload Immunet a great many times on my two machines and ONLY these two machines. At no time has my *License* EVER, let me repeat that once again for further emphasis, EVER been used on any other machines other than the two (workstation and tablet) directly in my possession and sitting here right in front of me. If your validation [sic] procedure is not competent enough to check MACs as opposed to bald mechanical 'activation' attempts may I request that you urgently fix that issue because from my point of view this is a pretty serious operational bug. I have to or chose to reload my machines on a regular ad hoc basis. There are some five active email accounts (still) valid for immunet in general on my email server. I can confirm that the email address supplied to you on the Technical Support ticket is and has been active since 22nd June 2012. The reason for the delayed delivery is more likely due to an RBL citation or other security measures (gross out blocking filters due to massive repeated incursions from your ISP). Link to comment Share on other sites More sharing options...
dp0mu8zgxl Posted April 16, 2014 Author Report Share Posted April 16, 2014 >>For future communications, the support tool isn't inside the Immunet Application itself. In order to use it click the Start Menu -> All Programs -> Immunet -> Support Diagnostics Tool. So it is... on the Modern UI. Your programme works from the desktop interface and that's where I looked. Link to comment Share on other sites More sharing options...
dp0mu8zgxl Posted April 16, 2014 Author Report Share Posted April 16, 2014 MOD: Thank you for doing the right thing. Link to comment Share on other sites More sharing options...
dp0mu8zgxl Posted April 16, 2014 Author Report Share Posted April 16, 2014 Can I file a bug, that license validation should parse the MAC and not be a simplistic use database lookup? Link to comment Share on other sites More sharing options...
rsmith Posted April 16, 2014 Report Share Posted April 16, 2014 The best way to go about that is to email support@immunet.com Link to comment Share on other sites More sharing options...
dp0mu8zgxl Posted April 16, 2014 Author Report Share Posted April 16, 2014 >>The best way to go about that is to email support@immunet.com Noted. Still not receiving any forum notifications. Does the forum send any such out? If so could you get the MTA's IP address to me by some private forum mail mechanism or something? I've whitelisted everything I know of for immunet but its all presumably being blocked by an over-wide filter. The only thing that IS getting delivered is or was the forum id and password MTA, so if necessary then please use your MOD rights to get me the missing IP address:-) Link to comment Share on other sites More sharing options...
rsmith Posted April 16, 2014 Report Share Posted April 16, 2014 Chances are is that you aren't subscribed to this forum. By default I believe it is turned off but at the top right of this topic there is a follow/unfollow button. Right now it only lists Ritchie and myself as following so try that out. You may also need to adjust settings under your Profile to receive all notifications. Link to comment Share on other sites More sharing options...
dp0mu8zgxl Posted April 16, 2014 Author Report Share Posted April 16, 2014 Unbelievable! I mean that in a nice way. Spot on. This is the first forum ever to NOT automatically subscribe me to a thread that I had started... I query the initiating logic but now it is pointed out I get it. Why would someone launch a topic/thread but distance themselves from any responses? I have trouble grasping that concept ...hence completely missing it. So, after all these days I have now specifically opted in to receiving responses to my launching post. Of course that still doesn't specifically ensure I'll receive any emails - time will tell... PostEdit: have now amended the control panel (from not to follow) over to auto follow Link to comment Share on other sites More sharing options...
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