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  1. #1
    3 Star Lounger
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    Counterspy Upgrade problem

    There's an upgrade of Counterspy 2 (I have 2.196) to 2.5. I perhaps foolishly OK'd the software upgrade when I was checking for any updates,
    and something downloaded. But it never installs. If I try to open CS, I get something like "You've downloaded a software update but have not installed it --
    would you like to install it now?". When I assent, all that happens is that the CS icon disappears from SysTray. And ... nothing. Rebooting
    or waiting a long time and then rebooting doesn't make any difference. I've gone around many circles with this, but haven't had a chance
    to contact the Sunbelt folks, or look at the relevant forums. Meanwhile, I thought I'd post a warning. Of course, any comments are welcome.
    I have XPH and Norton Antivirus and Sunbelt Kerio as a firewall.
    ====added a few minutes later: ==
    I should have said CS is version 2.1.946. Also, maybe I should have mentioned that, when the software update was downloading,
    the top of the update window eventually said "updates have completed", while downloading kept happening, and at the bottom
    of the window there was "please wait while the software update is downloaded".
    Right now, the only way I can open CS is to answer "no" to whether I'd like the update installed, but I still can't update.

  2. #2
    3 Star Lounger
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    Re: Counterspy Upgrade problem

    What did work:
    I went to the Sunbelt support page and searched for "2.5", and found "How do I Upgrade Counterspy 2.1 to 2.5?". The instructions were
    to uninstall (from add/remove programs), then restart, then download 2.5 (V2 from the site, now 44M), and install (and then activate
    by entering the key again). My hunch is they'll enable the normal updating, or else there was some hitch for me. In any case,
    the instructions worked

  3. #3
    2 Star Lounger
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    Re: Counterspy Upgrade problem

    FWIW, I downloaded and installed the upgrade on 3 computers this morning without a problem (yes, I have a license for each copy). Makes me suspect the problem was with your system. Of course, I don't use any Norton products any more, which always gave me headaches with upgrades of non-Norton software. Perhaps the problem lies there. <img src=/S/smile.gif border=0 alt=smile width=15 height=15>

  4. #4
    3 Star Lounger
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    Re: Counterspy Upgrade problem

    Rich A, that's good to know. So, either they fixed it, or it was my system. And it might well be my Norton AV. That would be
    my first suspect too. They did have the instructions I mentioned, though, in their knowledge base, without any comment
    about using the obvious automatic option. And, not being in the mood to encounter the stuff I met last night
    (and in order to save download time), I'm going to use the purge and install method on my other two licensed systems,
    this time.
    Cheers,
    yerubal = gideon
    EDITED ADDITION: PS -- I was surprised that on my third PC, there was activation without my being asked to enter my key.
    I thought maybe it had been saved in the registry someplace. Then, I got an email telling my my credit card on record had
    been charged (as if it were a new license). I've written to complain. But, maybe this can be a warning about the potential
    hazards of the update process, and the incomplete descriptions of how to do it. Sigh.
    EDITED ONCE MORE: It turns out: They didn't charge me after all, just resent the original order embedded in an email
    in such a way that it was easy to misunderstand. Especially since I had no reason to expect a letter from the Online Shop,
    and since they included a registration key that did not match any of my three license keys, so it sure looked like a different purchase.
    EDITED ONE LAST TIME: Now the Knowledge Base has been updated and (I understand) everything taken care of. They are very responsive. Nice.

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