Hello:
I normally don't need to write to these boards but after 6+ weeks of discussions and too many wasted hours to count, I find myself with no where else to turn. I am having the same problem that author s786 had. I am totally unable to get NIS 2009 to update the definition files on its own. I had the same redundant questions, promised escalations of ticket to your "Elite Team" with promised of returned calls which never came. I have made weekly calls trying to get help while going through the same repeated/irrelevant/meaningless/questions. Each call takes anywhere from 1 to 2 1/2 hours each. While the questions are polite, they are canned and for the most part not the least bit helpful after the first or second time. If you examine s786 comments/issues regarding update failures, they are exactly the same as mine except for one glaring issue.
Your support staff has gone from wasting customers time to being nasty. As it stands after last nights attempt at getting help for the continual update failures, I was told (have log copy) that though they earlier during this contact had promised a return call within 24 hrs. (none came the prior three promises), there were technical issues now and I would NOT be receiving any return calls. Also, they did not offer any further help, and "left the conversation(?) room" or area and would no longer help with this or maybe any issue.
It really is a shame the escalating, disgraceful and disrespectful actions by a few. All most of us want is a simple solution to a problem we are having with your product. I do apologize for the tone of this letter. I am just so disgusted and worn down with the time I have wasted and the way I am being treated. I realize it is NOT your fault, and I do appreciate any and all help that is offered. Even if the help is that the problem is know and it is being worked on. Honesty would go a LONG ways right now.
I am running my old Q6600, XP Pro SP3 and ONLY your product for security. Since I have not had an update since 6/5 I am getting more concerned as to what other programs I may have had downloaded and running (maleware).
ps. I do hope I AM WRONG, but the solution you indicated for the prior author does work, or only works for one day. After that NIS continues back to failing to update. I have 3-4 43+ MB downloads on my desktop right now, from your support staff that did as I said, and worked only for one day. They failed to fix the automatic updates that he, I and I would guess a lot of others depend on. All it did for me was update definition files for one day. By the way, the same assurance was given to me regarding the prior dated files 6/16. After running this you will be continually updated and the only program remaining is an issue with YOUR clock. Simply not true.