Help, what is the email to ask support a direct question on.

Is there a phone number to call and talk to anyone

My anniversary edition is running snail speed, I set it off last night and it ran on full scan for 11 hours and only got about half way through my files. I can't find any way to pause it, and when its running its slugging down everything.

Has it been compromised, does it need to be replaced?

Can somebody in support contract me

email ****************************************

If I can get any support, I am not going to renew.

Larry

Hi,

If you are a paying customer you are entitled to use the support center here for help from Lavasoft directly. If you are a free user you need to describe your problem a bit more and we'll try and help here.

Casey

P.S I removed your personal information for your privacy - it is not needed here.

No I bought the anniversary edition,
When I begin the full scan, late last night, it ran for 11 hours at snail speed and only got half way through my files, does it have a pause. I think Trend Micro came on last night and did its scan at the same time ad aware was running, then trend turned off. Could that have been the reason it went into a slow slug stall mode barely running when I woke up this morning and saw it still limping along.

I just turned the adaware on now to scan and it seems to be running fine and fast like it is supposed to and when it got to 6:39 minutes and scanned 38.473 files, detected 68, it froze up and stopped running. Trend Micro was not up and running or doing any scans at that time.

Perhaps its been compromised and disabled. Do I need to un install, and then re in stall, and how do I do that, do you send me a new version.

Larry

Since you have paid for the product, you need to contact the Lavasoft Support Team using the link I gave you. They will be able to help you out and guide you through reinstallation if this is required.

Casey

Casey,

I may sound like a pest... But that's definitely not my purpose or intention here. All I'm trying to do is to keep this issue alive in hopes that someone, somehow, may come up and bring us to the root of the problem.

In this spirit, I happen to think that the case raised by this paid user (fastlarry), who uses Trend Micro, seems to put NIS 2009 kind of out of the culprits' lineup... True?

Granted, the same feature that needs to be disabled in NIS for Ad-Aware to run unencumbered may also be present in Trend Micro. I do not know whether or not this is the case. Obviously, if so, that would explain the similar behavior, as described by Larry.

But then, let's keep in mind that this issue, as far as we now know, occurs only under Windows Vista and not, for example, with Windows XP, which I also have and tested. Now, running Ad-Aware AE in Windows Vista triggers the issue in presence of both NIS and Trend Micro (at least). But not in Windows XP.

The compass seems to clearly point in the direction of Ad-Aware Ae / Windows Vista. Not a hard conclusion yet, of course, but it seems to be a solid trend... Actually, if there is no issue when the same Ad-Aware program runs under XP with the very same AV programs, but not under Vista, then, whatever the problem may be, must it not be from some incompatibility between Ad-Aware and Vista?

What am I missing?

Someone has mentioned before that LS was working on a fix for this issue and it would be coming out sometime in September. This seems to imply that either a bug was detected or a go-around kind of solution had been encountered. Is this correct, is it still the case or do you know of any new developments?

Thank you once again for your time and your patience.

I don't recall anyone saying a fix was in the works. Lavasoft plans on releasing an update this month, but it's highly unlikely this issue will be resolved. The Norton/Vista thing came about after the initial target release date - it cropped up ~ 2 wks ago and the earliest Lavasoft might have looked into it was this week:


As has been stated before, to fix the problem requires either 1) that other softwares allow Ad-aware to scan their files or 2) Ad-aware is reprogrammed to handle the action of those softwares.

It's really "beating a dead horse" to visit the same discussions every time a user posts a similar problem - Lavasoft has been informed and GoddersUK has posted a summary. Fastlarry's case may or may not be similar - it's hard to say without more info about TrendMicro.