What do you expect from a software supplier?

[csd214]

In a previous post (in the SUF60 Forum (http://www.indigorose.com/forums/showthread.php?t=8007)) I have announced my personal opinion of Symantec. I have used their products the last 19-20 years, but that does not count at all. This year Symantec has decided on a new customer policy: Never speak with the customers! Ignore them! Just have them to buy our products. (The Internet service "Ask Symantec" is closed.)

In July this year Symantec published a virus signature telling "Alert! Adware; delete the file", but it was a false positive (an exe created by me with SUF 6.0.1.2). Something like that might happen with every brand of security packages. If you tell the supplier and they adjust their product; then it is all right. But how to tell Symantec? I have tried to phone their Norwegian office; the consultant understood my frustration, but she could not help me. "I am not allowed to do anything else then to mail a link to a Web document." "I am not the person that designs the Symantec applications."

Great answer! What would you think if you asked I.R. Support a question about Setup Factory and Darryl answered "I am not the developer"; I can't help you".

When SUF70 was released there was a problem with slow building in combination with some antivirus products. No problems with Norton Anti Virus and AVG 7 (among others). Some other guys here in the forum recommended AVG 7 and some magazines have emphasized this product. OK, I downloaded AVG Professional Single Edition (www.grisoft.com). Unfortunately I encountered a problem ("Please tell Microsoft…") when I closed MS Outlook. Grisoft HAS a support offer. Now the good news starts. The company WANTED to resolve my problem (which was unknown). They did not say "The problem must be on your side". The last week several e-mails flew in and out. The support taught me how to create a memory dump with MS WinDbg tool. I uploaded the dump file to their ftp server. Some hours later: "The problem is caused by a dll that is part of Norton Anti Spam feature in Norton Internet Security."

NIS has the option to turn off AntiSpam feature, but the drivers are still loaded. AVG7 support had the solution: "Rename the dll in question". They sent me a lot of links regarding the Norton issue, among them a link to TNPCnewletter.com (http://www.thenakedpc.com/al/security.html)
where I could read:

"The key buying decision, really, is whether you do or do not want to use Norton AntiVirus, still one of the segment leaders. If you do, then the Internet Security bundle is cost effective. If you are going elsewhere for virus protection, Zone Alarm Pro offers the most bulletproof firewall bundle. (Also, don't forget there's a free version of Zone Alarm, which is firewall only, without the ad blocking, etc.)"

On a scale of 0 to 10 points I rate the Indigo Rose support to be a high 10 whilst Symantec is a zero company. Good to know that there are other software companies that deserve 10 points. Thanks a lot, Grisoft support team!

I just wanted to tell this sunshine story to my I.R. Forum friends.

[Corey]

Hey, good on Grisoft, that's really awesome news. Good people from the sounds of it! :yes I'll remember that name.

FWIW I basically agree but of course I can't get too political about it. But let's just say that I enjoy the pride everyone at Indigo Rose puts into their work because it drives me to accomplish things I otherwise couldn't. It's not just about doing it, it's also about proving it can be done. :)

I've learned more in my 2.5 years at Indigo Rose than I did from any other single job in my life. And that includes my teenage stint as a dishwasher at Earl's, so... Never thought I'd top that actually.

Corey Milner
Creative Director, Indigo Rose Software (http://www.indigorose.com)

[csd214]

In a previous post (in the SUF60 Forum) I have announced my personal opinion of Symantec...
...whilst Symantec is a zero company.
I find it reasonable to give Symantec some credit.

As I have told in the mentioned SUF60 thread, thanks to PC World Norge (IDG Magazine) I got in contact with the Country Manager of Symantec, Norway.

The Symantec virus definition of 1st July claimed that SUF60 v6.0.1.2/6.0.1.3 contained Adware.Showbehind code. The Symantec web did not have any further description of "Adware.Showbehind".

Today's situation:
12th November the false positive was removed; the Symantec site now has a description of the adware threat. I hoped some other forum guys would test the Symantec assertion, as I had uninstalled NAV. I did not receive any answer, so I reinstalled NAV.

I am able to confirm:

Norton Antivirus does not return an alert anymore with respect to Setup Factory installers.

The best of the all: Symantec is considering creating a new web service "Submit Possible False Positives" (And MAYBE reopen "Ask Symantec" or some other support option.)

Why do I find this so important? As a software designer you build confidence through years. If an AV app tells your customers that you are distributing software with adware/spyware/virus, your confidence may be lost in just a few days. Look at the Enron scandal. Within the business world "Arthur Andersen" was a well known trade-mark (like "Coca Cola"). Today there is not a single Arthur Andersen company throughout the world.

When my own software is accused for having "dirty things", it is my personal problem (even if I used Setup Factory to distribute the app). When the AV software tells that the I.R. product; and all installers created with SUF; is "bad", then I.R. and I have a joint problem. Some energy is required, but; of course; there must be a possibility to contact the AV software supplier.

There will be other false positives in the future. This is *NOT* a genuine Symantec problem, but Symantec is the segment leader. The "Submit Possible False Positive" feature is highly appreciated.

I have learned a lesson: When I am going to buy some new software (with importance to my system), I should check the support options offered before doing a decision.

[Corey]

You're right on the money there. Good post! :yes

Diligent developers will always be at the mercy of the lowest common denominator. Don't let it frustrate you any more than is constructive though, there are times when you just have to sit back, pour the wine, turn up the tunes and laugh at it all. :)

[csd214]

there are times when you just have to sit back, pour the wine, turn up the tunes and laugh at it all.

YES; and today its Friday…

BTW, once more I learned some new words. Corey, your posts are sometimes a challenge to a person with medium/poor knowledge of English. My dictionaries; paper based or digitalized; are not sufficient in every case. I have to join the net (how could I; "in good old days"; manage an ordinary day without a computer?). A rich vocabulary is a gift. To read a novel where the author is a master of wording, is a pleasure. Taste the words, feel the thoughts behind the letters... It is like a good wine. Oh, but so difficult to have a personal style when using a foreign language.

Have a nice weekend everyone! ;)

[Corey]

Your english is very good I find. I'm the last person on earth you'd want to compare anything to. :)

[Bruce]

No Corey csd214 is right, you are out of the ordinary and a true pleasure to read. Especially when you rant! :yes

[longedge]

Especially when you rant!

I reckon that's just when he's sleep typing.......

[Corey]

I agree Bruce, very few people can rant in an intelligent manner without going off the rails. I enjoy reading csd's (well informed) occasional rants, great read with my afternoon coffee. :) :yes