Topic 'Re: ESET makes again a mess of their definitions' in forum 'Security' - dslreports.com

Re: ESET makes again a mess of their definitions

Tue, 13 Nov 2012 18:10:27 EDT

norwegian posted :
It is known that most vendors are slow to react over the weekend, especially if something slips through, is broken, hardware needs replacing. Even this forum has had 'weekend' issues.

I think you need to be forgiving of people at times. Yes something broke, yes it was basically over the weekend, and yes it was fixed.

I'm not too sure what the kerfuffle is about to be honest.
--
The only thing necessary for the triumph of evil is for good men to do nothing - Edmund Burke

Re: ESET makes again a mess of their definitions

Tue, 13 Nov 2012 16:28:42 EDT

AVD posted : what more do you need / want?

Re: ESET makes again a mess of their definitions

Tue, 13 Nov 2012 05:18:24 EDT

GuruGuy posted :

said by goretsky:

Hello,

An ESET employee has replied in the message thread a couple of times now explaining what happened.

While it is certainly frustrating to see your anti-malware software take a long time to download updates and even error out when downloading them in some instances, it's important to keep in mind that was the limit of the problem. There were no missed detections or false positive detections of malware nor did this cause any problems with the operating system or common applications, as had happened in the past when some anti-malware vendors published problematic updates.

That said, I would strongly suggest contacting ESET directly to speak to their customer service department if you have any questions or comments you wish to share with them. You can fill out a support request here on their web site, or call them directly at +1 (866) 343-3738 in the U.S. and Canada.

Regards,

Aryeh Goretsky

I think the bigger issue is the lack of timely response on the official forum nor an answer to the what the problem was.
As you said, an employee did respond a couple of times. The first time was a day after the initial post "I was able to update without problems. Are you still having the issue?" and the 2nd time was another day later where he finally explained what the problem was "The only problem was that an update of the same number was released twice. As a result, every user downloaded about 1,4 MB file instead of a few KB. Other than that, there was no problem in terms of protection or detection capabilities that happens when vendors mess updates.."
--
GuruGuy

Re: ESET makes again a mess of their definitions

Tue, 13 Nov 2012 03:59:44 EDT

goretsky posted : Hello,

An ESET employee has replied in the message thread a couple of times now explaining what happened.

While it is certainly frustrating to see your anti-malware software take a long time to download updates and even error out when downloading them in some instances, it's important to keep in mind that was the limit of the problem. There were no missed detections or false positive detections of malware nor did this cause any problems with the operating system or common applications, as had happened in the past when some anti-malware vendors published problematic updates.

That said, I would strongly suggest contacting ESET directly to speak to their customer service department if you have any questions or comments you wish to share with them. You can fill out a support request here on their web site, or call them directly at +1 (866) 343-3738 in the U.S. and Canada.

Regards,

Aryeh Goretsky

Re: ESET makes again a mess of their definitions

Mon, 12 Nov 2012 16:16:47 EDT

Smokey Bear posted :

said by data:
It's normal that updates are large from time to time, it's not something really unusual that would require further communication.

Your POV, other customers have different opinion.

quote:
What's more, it was weekend and today was the first work day when a reply was posted in the forum as well.

»www.wilderssecurity.com/forumdis···php?f=16

18 official ESET Home Users Products Forum moderators and none of them had forum weekend duty?
--
»bit.ly/gUqYaH - C. Brian Smith: Think of the exclamation point as a car horn: a little goes a long way. Lay on it too hard and everyone�s going to think you�re a moron.

Re: ESET makes again a mess of their definitions

Mon, 12 Nov 2012 15:59:52 EDT

data posted : It's normal that updates are large from time to time, it's not something really unusual that would require further communication. What's more, it was weekend and today was the first work day when a reply was posted in the forum as well.

Re: ESET makes again a mess of their definitions

Mon, 12 Nov 2012 15:50:26 EDT

Smokey Bear posted :

said by data:
The only problem was than an update of the same number was released twice. As a result, every user downloaded about 1,4 MB file instead of a few KB. Other than that, there was no problem in terms of protection or detection capabilities that happens when vendors mess updates.

According to OP he is disappointed about 'vendors lack of communication':

said by Jrb2:
The issue has been resolved without any explanation from the part of ESET. It is good that it has been resolved. About no explanation from ESET, well let's say that is what to be expected from that company nowadays.

--
»bit.ly/gUqYaH - C. Brian Smith: Think of the exclamation point as a car horn: a little goes a long way. Lay on it too hard and everyone�s going to think you�re a moron.

Re: ESET makes again a mess of their definitions

Mon, 12 Nov 2012 13:21:01 EDT

data posted : The only problem was than an update of the same number was released twice. As a result, every user downloaded about 1,4 MB file instead of a few KB. Other than that, there was no problem in terms of protection or detection capabilities that happens when vendors mess updates.

Re: ESET makes again a mess of their definitions

Mon, 12 Nov 2012 10:43:18 EDT

hayc59 posted :

said by Smokey Bear:

said by GuruGuy:
Agree. I stopped going to their "official" support forum years ago. They are very quick to point the finger at you and blame issues and problems on you and don't offer a lot of help.

Smoke ain't that the truth!!
--
�r� ��u �xp�ri�nc�D
Microsoft� MVP Consumer Security
"Greater love has no one than this, that he lay down his life for his friends."
9/11/01 Never Forget
(H59 Clan)

Re: ESET makes again a mess of their definitions

Mon, 12 Nov 2012 10:37:30 EDT

Smokey Bear posted :

said by GuruGuy:
Agree. I stopped going to their "official" support forum years ago. They are very quick to point the finger at you and blame issues and problems on you and don't offer a lot of help.

Many vendors maintain same lousy attitude, people praising their product are very welcome and will be provided with fast response, people exercising criticism and producing nasty questions will be ignored.
--
»bit.ly/gUqYaH - C. Brian Smith: Think of the exclamation point as a car horn: a little goes a long way. Lay on it too hard and everyone�s going to think you�re a moron.

Re: ESET makes again a mess of their definitions

Mon, 12 Nov 2012 05:55:44 EDT

GuruGuy posted :

said by Jrb2:

Siljaline,

The issue has been resolved without any explanation from the part of ESET. It is good that it has been resolved. About no explanation from ESET, well let's say that is what to be expected from that company nowadays. They don't need to give all the "dirty details" (as someone put it in another case), but they could be honest with their customers; they simply are not, it is there for all to see. If you, Siljaline, don't see it, well fine ... ough ...

quote:
When I looked at the discission at Wilders while it was ongoing, those seemed to be stuck at downloading virus defs:
»www.virusradar.com/en/update_info/7679

This contained some new Module Updates, thus, it was a large v/defs file.

Your saved System information will show this.

Completely rubbish about new modules.
Perhaps you, Siljaline, don't keep track of them.
I do on my NOD32 4.2.71.2 home edition.
Prove me wrong.

quote:
My best guess is ESET Virus labs published the update as being available before the servers were populated, thus the panic.

Best guesses are not good enough.

quote:
ESET has an issue ticketing system when it is the weekend and | or ESET Staff are not available to reply immediately.

When several folks are having issues (as posted in detail at the ESET forum), support tickets are of no use. Their official support forum needs to be monitored, even during weekends. (I refrain now about the more general and long standing support issues on their official support forum). Those folks are warning ESET that there are issues. Ignoring those folks is not exactly good PR, to say the least. Damage control will not help very much here; not being honest neither.

Agree. I stopped going to their "official" support forum years ago. They are very quick to point the finger at you and blame issues and problems on you and don't offer a lot of help. Lots of unanswered threads there that go back years...ignoring it doesn't make it go away.
--
GuruGuy

Re: ESET makes again a mess of their definitions

Sun, 11 Nov 2012 22:59:51 EDT

hamlet posted : Unfortunately, it is getting harder all the time to find a security software company that does not suffer from the same or similar problems. I have been testing lots of av software lately and reading lots of forums and everyone of them seems to be full of people complaining about lack of action and lack of concern by the company. It makes the task of selecting good software more difficult as one must really work to investigate the seriousness of company problems as noted by internet posters.

I usually go under the assumption that no company really wants to alienate customers so any problems could be caused by lack of resources, lack of personnel, or lack of technical knowledge. Of course, that does little to help with the sense that one is being ignored or that problems are not being taken seriously.

Re: ESET makes again a mess of their definitions

Sun, 11 Nov 2012 21:01:23 EDT

Jrb2 posted : Siljaline,

The issue has been resolved without any explanation from the part of ESET. It is good that it has been resolved. About no explanation from ESET, well let's say that is what to be expected from that company nowadays. They don't need to give all the "dirty details" (as someone put it in another case), but they could be honest with their customers; they simply are not, it is there for all to see. If you, Siljaline, don't see it, well fine ... ough ...

quote:
When I looked at the discission at Wilders while it was ongoing, those seemed to be stuck at downloading virus defs:
�www.virusradar.com/en/update_info/7679

This contained some new Module Updates, thus, it was a large v/defs file.

Your saved System information will show this.

Completely rubbish about new modules.
Perhaps you, Siljaline, don't keep track of them.
I do on my NOD32 4.2.71.2 home edition.
Prove me wrong.

quote:
My best guess is ESET Virus labs published the update as being available before the servers were populated, thus the panic.

Best guesses are not good enough.

quote:
ESET has an issue ticketing system when it is the weekend and | or ESET Staff are not available to reply immediately.

Re: ESET makes again a mess of their definitions

Sat, 10 Nov 2012 21:51:25 EDT

siljaline posted : A/V Vendors are not infallible, Dustyn
Recently, Sophos targeted their own updates as malware. No slight to the nice folks at Sophos.

Windows Defender Shredding custom Hosts without being exluded from detection, et alia. :uhh:

Re: ESET makes again a mess of their definitions

Sat, 10 Nov 2012 21:24:37 EDT

hayc59 posted : JB will when you switch to avast! Pro? :D

Re: ESET makes again a mess of their definitions

Sat, 10 Nov 2012 21:09:54 EDT

siljaline posted : When I looked at the discission at Wilders while it was ongoing, those seemed to be stuck at downloading virus defs:
»www.virusradar.com/en/update_info/7679

This contained some new Module Updates, thus, it was a large v/defs file.

Your saved System information will show this.

My best guess is ESET Virus labs published the update as being available before the servers were populated, thus the panic.

Typical updating issues are detailed, »kb.eset.com/esetkb/index?page=co···SOLN2875 including clearing your update chache, this does not require fiddling with CCleaner or any other method and generally does not require a reboot.

I was able to update to virus defs: »www.virusradar.com/en/update_info/7679
Once I had cleared my update cache and waited for the virus lab in Slovakia to populate the update server and allow all concerned to fetch the most current virus defs file, those that posted to the Wilders thread are now current, as am I.

ESET has an issue ticketing system when it is the weekend and | or ESET Staff are not available to reply immediately.

Re: ESET makes again a mess of their definitions

Sat, 10 Nov 2012 19:52:57 EDT

Dustyn posted : I think most top vendors out their by now have had their fair share of definition muck ups. It's unfortunate but it happens. It also helps to have your product configured a certain way so it doesn't just auto delete anything and everything it may flag. I've been lucky... when I hear of a corrupted or bad definition file that flags legitimate programs or Windows system files, I'm either a definition version behind, or my A/V skipped that one and installed the next fixed version.
--
Remember that cool hidden "Graffiti Wall" here on BBR? After the name change I became the "owner", so to speak as it became: Dustyn's Wall »[Serious] RIP

ESET makes again a mess of their definitions

Sat, 10 Nov 2012 19:46:26 EDT

Jrb2 posted : Not for the first time, ESET again made a mess of their definitions.
The folks at ESET cannot even count.
Look at »go.eset.com/us/threat-center/thr···updates/
You will see:
NOD32 - v.7679 (November 10, 2012)
Total: 56 (1 IRC, 1 JS, 1 MSIL, 53 Win32)
NOD32 - v.7678 (November 9, 2012)
Total: 25 (1 Java, 1 MSIL, 23 Win32)
NOD32 - v.7678 (November 10, 2012)
Total: 84 (2 JS, 1 MSIL, 80 Win32, 1 Win64)

Folks had issues with trying to update.
There is a thread at their so-called official support forum:
»www.wilderssecurity.com/showthre···t=335703

On September 30th there were also issues. Aside of trying to do some damage control, real explanations are not given. If there is given any reply at all because ohh it's weekend...
That so-called support forum is not even worth its name.