Internet Security 2009 Updates

RShea

We are continuing to have about 80% of our installations of Internet Security 2009 end up with automatic update issues. This has been an ongoing problem since IS 2009 was released last summer/fall. End users are complaining or calling asking why Windows is reporting their system is reporting their Anti-virus software is out of date. The reasons have been anywhere from their account activation issues to issues with CD burning software being blamed (which was not even installed and running on their computer systems.)

To further frustrate matters the tech support cases are taking as long as a week before a reply to the case is being made.

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We are continuing to have about 80% of our installations of Internet Security 2009 end up with automatic update issues. This has been an ongoing problem since IS 2009 was released last summer/fall. End users are complaining or calling asking why Windows is reporting their system is reporting their Anti-virus software is out of date. The reasons have been anywhere from their account activation issues to issues with CD burning software being blamed (which was not even installed and running on their computer systems.)

To further frustrate matters the tech support cases are taking as long as a week before a reply to the case is being made.

The update issue could have different causes and this is why we need to treat each case separately. We would like to escalate this over the e-mail so we will be able to identify especially what happened with the tickets with late response time you brought to our attention.