Live One Care made me unistall Ad-Aware, On UpGrading Ad-Aware caused an error in Live One Care Options

[Jacobina]

When I downloaded the Upgrade for AdAwre Plus 2007 ,I saved to the desktop . When I installed the program Live One Care turned Red . When I clicked on the Red button it said Ad Aware was causing a Problem and had to be uninstalled . Help

[LS CalamityJane]

Hello, this is covered in the sticky at the top of the Ad-Aware 2007 Forum. See here:
Microsoft Live OneCare Conflict
http://www.lavasoftsupport.com/index.php?showtopic=16899

[heruns]

Hello, this is covered in the sticky at the top of the Ad-Aware 2007 Forum. See here:
Microsoft Live OneCare Conflict
http://www.lavasoftsupport.com/index.php?showtopic=16899

I contacted Microsoft OneCare and forwarded the (http://www.lavasoftsupport.com/index.php?showtopic=16899) link to them that your Forum entry refers to. I should say that I did receive a OneCare update on 5/7/08 and the OneCare icon turned from red to orange. It was still indicated I should uninstall Ad-Aware. This was their response:
________________________________________________________________________________
_______________________

"From: Bruce Wang (MS) [mailto:v-30bwan@mssupport.microsoft.com]
Sent: Thursday, May 08, 2008 6:12 AM
To: heruns@optonline.net
Subject: Microsoft Service Request: SRX1066650749

Dear Walter,

Thank you for contacting Windows Live OneCare Support. My name is Bruce and I will be working together with Jenny assisting you with this issue. For your reference, the case ID that we will use while working on this issue is SRX1066650749. You can contact us at v-30bwan@mssupport.microsoft.com or v-30jeli@mssupport.microsoft.com, by sending an email with the case ID in the subject line.

From your description, I understand that Windows Live OneCare prompted to uninstall Ad-aware application from the computer. However, you would like to use both of them. If I have misunderstood, please do not hesitate to let me know.

I understand the inconvenience you have experienced. Please be assured that I will work closely with you to resolve this issue.

I fully understand your concerns regarding the suggestion to uninstall the third party antispyware product. I would like to explain when a computer has more than one Antivirus application installed, the individual applications tend to conflict with each other for control of the computer's security. For example, with more than one Antivirus application running, every file on the computer that is accessed in any way is scanned by each individual antivirus application. Not only that, but all the files required to launch and perform the actual scanning operations are also scanned by the other applications, causing system performance issues and instability. This is sometimes referred to as an Antivirus Scanning Loop.

As Windows Live OneCare provides complete protection from viruses, worms and spyware, we highly recommend uninstalling all other Antivirus applications to avoid conflicts. To remove Ad-aware from the computer, please follow the steps below:

1. Click "Start" and double click "Control Panel".
2. Double click "Add or Remove Programs".
3. Please find Ad-aware in the list, highlight it and click "Remove".

If there is any problem with removing Ad-aware from the computer, I suggest contacting Lavasoft to get more effective removal instructions. For your reference, I have attached the following link:

http://www.lavasoft.com/support/supportcenter/

Please Note: Microsoft provides third-party contact information to help you find technical support. This contact information may change without notice. Microsoft does not guarantee the accuracy of this third-party contact information.

Please keep me up to date on your progress and do not hesitate to contact me at any time. It is my pleasure to be of assistance.

Bruce Wang
v-30bwan@mssupport.microsoft.com
Microsoft Windows Live OneCare Support Professional

Running a Free Trial? Keep that peace of mind - your PC is protected and optimized. Sign up now for a full OneCare subscription and get one year of security, performance, and data backup services, along with unlimited phone and email support. http://get.live.com/onecare/purchaseCC


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This was my response to them:

"Dear Bruce,

Thanks for getting back to me quickly. I am aware that different antivirus installed on your computer may or will compete with each other. For this reason, I only use OneCare for that purpose. I wasn’t aware that antispyware software was just another form of antivirus software. If they are, why have two different categories? In other words, if I would remove OneCare and use a program that was simply labeled as antispyware and that would be sufficient for total protection of my system. Is that a correct conclusion? It seems that it should be that way from what you wrote.

A related question I have is, how is it that Adaware (or other programs like Spybot: Search and Destroy [which I use]) detect items that need to be removed that OneCare does not?

Another question is, if OneCare is not doing an active scan, why can’t I do a separate scan with Adaware at that time? From my experience with OneCare, it detects items that are introduced onto your system at the time they are introduced (e.g. downloaded). So what’s the problem with scanning my system on a one time basis with Adaware while One Care isn’t doing its own scan? Adaware is not permanently residing in memory so I don’t understand where the Scanning Loop is an issue.

Also, why doesn’t OneCare tell me to uninstall Spybot or Zero Spyware Limited which I use in exactly the same fashion as I use Adaware? It seems to me the issue is not quite as simplistic as you state it. I do wish you would give me a more satisfactory explanation since your spokesperson at http://www.lavasoftsupport.com/index.php?showtopic=16899 seemed to feel differently about the issue. Thank you for your assistance.

Walter Johnston"

P.s. I am sending a copy of this email to the Lavasoft Forum.

I hope this stimulates some lively discussion.

[LS CalamityJane]

Thanks for your response and intelligent reply to Microsoft, who obviously doesn't know the difference between and on demand Anti-spyware program and an Antivirus program (Ad-Aware is not an Antivirus). I'll direct our Corporate headquarters to your post here. Microsoft last advised that they would be fully removing the need to uninstall Ad-Aware in mid June or July (as per my link).

Using the free program or on-demand scanning does not conflict at all with Live OneCare, although when scanning with any ondemand product, such as the ones you are using, it is usually best to turn off the OneCare while doing that (I'm sure you already know that).

[heruns]

Thanks for your response and intelligent reply to Microsoft, who obviously doesn't know the difference between and on demand Anti-spyware program and an Antivirus program (Ad-Aware is not an Antivirus). I'll direct our Corporate headquarters to your post here. Microsoft last advised that they would be fully removing the need to uninstall Ad-Aware in mid June or July (as per my link).

Using the free program or on-demand scanning does not conflict at all with Live OneCare, although when scanning with any ondemand product, such as the ones you are using, it is usually best to turn off the OneCare while doing that (I'm sure you already know that). :)

Just to let you know, this is the follow up email I received from Microsoft OneCare. This doesn't seem to really resolve the issue. It reminds me of putting an * after Roger Maris's home run record after he broke the Babe's record. Be that as it may, I guess I'll have to endure a yellow icon rather than a red or an orange one. Things could be worse I suppose. Maybe you could answer question. Why doesn't OneCare flag other software like Ad-Aware similarly? What makes your software susceptible to their scrutiny and warnings? Is there anything you can do from your end to work with MS to resolve the issue (like making a 'minor' change in your program)?

Dear Walter,

This is Jerry from Microsoft. I am the Team Lead for Windows Live OneCare Technical Support team, and I have just finished reviewing your recent support incident regarding Windows Live OneCare.

Bruce came to me with the concerns about your satisfaction regarding our Support Services. First, please accept my sincere apologizes for any inconvenience you have experienced.

I understand that OneCare prompted to uninstall Ad-aware from the computer. However, you would like to keep it on the computer.

Walter, thank you for your feedback. I have read the article on the Lavasoft Support Forums that you mentioned.

Yes, in the next version of OneCare (Version 2.5), OneCare will no longer produce the "at risk" warning that requires removal of Ad-Aware. However, OneCare will still display a yellow message requiring removing Ad-Aware. This is because there will be conflict when scanning using Ad-Aware and OneCare simultaneously.

Regarding the current status, I suggest we temporarily remove Ad-Aware from the system. When OneCare v2.5 releases, we can reinstall Ad-Aware in the system.

Thank you for your understanding and cooperation.

If you have any question, please feel free to let me know.

Have a great day.

Best regards,

Jerry
Team Lead
v-30jesu@mssupport.microsoft.com
Microsoft Online Support

[heruns]

Just to let you know, this is the follow up email I received from Microsoft OneCare. This doesn't seem to really resolve the issue. It reminds me of putting an * after Roger Maris's home run record after he broke the Babe's record. Be that as it may, I guess I'll have to endure a yellow icon rather than a red or an orange one. Things could be worse I suppose. Maybe you could answer question. Why doesn't OneCare flag other software like Ad-Aware similarly? What makes your software susceptible to their scrutiny and warnings? Is there anything you can do from your end to work with MS to resolve the issue (like making a 'minor' change in your program)?

Dear Walter,

This is Jerry from Microsoft. I am the Team Lead for Windows Live OneCare Technical Support team, and I have just finished reviewing your recent support incident regarding Windows Live OneCare.

Bruce came to me with the concerns about your satisfaction regarding our Support Services. First, please accept my sincere apologizes for any inconvenience you have experienced.

I understand that OneCare prompted to uninstall Ad-aware from the computer. However, you would like to keep it on the computer.

Walter, thank you for your feedback. I have read the article on the Lavasoft Support Forums that you mentioned.

Yes, in the next version of OneCare (Version 2.5), OneCare will no longer produce the "at risk" warning that requires removal of Ad-Aware. However, OneCare will still display a yellow message requiring removing Ad-Aware. This is because there will be conflict when scanning using Ad-Aware and OneCare simultaneously.

Regarding the current status, I suggest we temporarily remove Ad-Aware from the system. When OneCare v2.5 releases, we can reinstall Ad-Aware in the system.

Thank you for your understanding and cooperation.

If you have any question, please feel free to let me know.

Have a great day.

Best regards,

Jerry
Team Lead
v-30jesu@mssupport.microsoft.com
Microsoft Online Support

I just want to let you know what I wrote back to Jerry Su,
"Dear Jerry,

I do have a question regarding the OneCare/Ad-Aware conflict or issue. I know that Ad-Aware is one of a host of products like it that are created to deal with the on-going spyware and/or virus infections. What makes Ad-Aware unique to the point of making it a spyware program to avoid (‘at all costs”, well almost)? Is there something in its program language that makes it unique from all the rest? If not, then why haven’t you issued warnings about all the other programs that create similar risks? I am not a ‘techie’ so I won’t understand the technical jargon, but your action has certainly sparked an interest on my part. I certainly hope that it isn’t something that arbitrary (at the least) or malicious (at the other end of the spectrum). Finally, have you tried to work WITH Lavasoft to 1. assist them or 2. have them assist you in make any changes that would be necessary for full compatibility to be achieved?

Believe me, I am not a Lavasoft ‘plant’ or paid antagonist. Even with your efforts to assist me, it seems that something is being left ‘unspoken’. I hope that your response doesn’t influence me in deciding to continue to use OneCare. I will be posting this on the Lavasoft Forums. Thank you for your help, have a great day and best regards.

Walter Johnston"

[LS CalamityJane]

Thanks for posting these. We're trying to get in touch with them about how that could handled better.

Our free Ad-Aware product does NOT conflict with OneCare (unless your forget to disable the realtime protection when scanning with it) and even then, on my trials here even that did not cause a problem. In any case, they are taking a long time to fix this issue. You really don't need to uninstall it since the conflict isn't there in the first place. Most OneCare users are just "living with" the orange alert status in OneCare, until they do get it fixed.