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GM asks customers to completely uninstall their AntiVirus Software
Kangaroomouse
Member Posts: 394
in ArcheAge
The incompetence and potential law suite creating idiocy of asking your customers to uninstall their AntiVirus Software:
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Hey all!
I am reporting this issue getting by Hackshield to the team for you, so please bear with me. If any of you have tried the game again, and now it is working, let us know. For those of you who are able to do so, try completely uninstalling your anti-virus application temporarily. With it completely removed, restart your PC and try the game again.If the issue continues, let us know.
Thanks!
This discussion has been closed.
Comments
And yes, if that's the issue, you have a choice, play without AV software, or don't play.
What ever did they do to you to make you so angry?
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Amazing, lol.
I was going to try this game and got a "bad feeling", so i decided not to click and grab a beta key that day. ALREADY glad i didn't !
I bet they are having major problems with all there games, I also play Defiance and when i tried to update it yesterday , it installed there game client <Glyph or what ever its called > Which didn't recognise i already have defiance installed on my PC and only had a Download 14 gig game button. I wont re install, i will simply just not play it till if and when they fix this problem.
How am i angry? Do i sound angry, i think not, just reporting facts here.
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A. No, you NEVER ask your customers to uninstall their firewall or AntiVirus. That is a law suite in the making. At least not in professional software development and trouble shooting.
B. You ask for log files, they will show if the firewall or the AV is the reason.
C. If you are to stupid to have a logfile/debug option for your software then stop developing software.
Its apart of their Cant get past HShield thread on the ArcheAge Forums. I can see being asked to disable their AV software however to completely uninstall it is honestly a bad policy especially with home users. I am an IT Professional for 11+ years. The OP has a point about their troubleshooting.
No you don't narrow it down by endangering your customers.
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Antivirus is NEVER the problem when your game does not work or you use 3rd Party Trojan Software like HackShield. Your Software is the Problem or the crap you install.
How can you tell if he is angry? oh wait you're trying to start an argument.
Disabling yes, completely removing? I've never been asked to do that by any company during troubleshooting.
For every minute you are angry , you lose 60 seconds of happiness."-Emerson
A: No you dont asked them to uninstall their AV software however you can ask them to disable the service. Its a common thing I do when installing 3rd party accounting software on servers.
As for log files I hate to say it however I known so many developers who do not even think of log files or error trapping. It makes troubleshooting nearly impossible because they do not spend time on this.
http://forums.archeagegame.com/showthread.php?17371-Cant-get-past-HShield&p=206803&viewfull=1#post206803
nah he clairly says:
try completely uninstalling your anti-virus application temporarily. With it completely removed, restart your PC and try the game again.
Temporarily is the keyword he is using, and you are clairly overreacting. I can just assume this is a troll thread as no one can be this cranky as you are
Actually they do, Gaijin asked me to do that as well and no logs do not always show if the AV is at fault ( behavioral blocking can snipe P2P clients completely with no trace in your logs).disabling is one thing, and i dont do it ever
uninstalling is quite another.
i've been an IT professional for a long time and I'm here to tell you this is terrible, terrible advice
I think the part that is holding him up is the "temporarily".
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Wrong I had a problem where I couldn't play any games at all and it was just after I updated my anti virus and guess what it was blocking all my games from connecting to the internet.
Um, many AV programs make resident and persistent changes to the system while they are installed. Sometimes even after uninstalling. In fact, all the big name suites do. They are invasive and cause more problems than they help prevent. Many cannot be fully disabled from running a service in the background without a full uninstall as well.
lol IT professional. You know that means about anything today right?
11 years? are you sure? are you a certified one or just read the must ask from all support, if you are that drone who only read the memo your boss told you then if that don't solve you have to transfer to who really will solve it you are NOT a IT professional, you are at most a secretary.
if you was a serious IT you would know even jsut disabling a AV or anyother monitoring security software, even disabled or even configured to permit access of the softwares they can still block, hence the uninstall, restart(so teh system can be clean) and try again and see if teh game launch, if it works fine, nice then they will try to contact with the antivirus company(hence why most of time they even ask what anti virus you are using) for then to stop teh fake positive warnings.
in the end they asked for you do to something with you are not obliged to do so, and if you think that is bad and you paid already you can ask for a refund or wait till they solve the issue.
but hey if oyu really are a IT professional, you jsut confirm why I diverge from that area, and yes the problem was not only with users.
That was your firewall, i never heard of AV software blocking programs from the network.
There are things called RFCs and standards. Hardware vendors, AAA software vendors, people with brains -- they come together and decide upon standards and then professional companies adhere to those standards in their design.
These birds obviously have a process or some type of networking thing going on that is out of line with these standards and instead of addressing the issue professionally they are telling people to uninstall a piece of software that should never be uninstalled.
Yes , I'm a professional.