PCMatic Support Poor at Best, when you have an issue they have no user forum, no real knowledge base to query, no on-line chat, nor a tech support phone number.
We tried the Pro version of PCMatic and found it an interesting solution to the protection arena.
When we had a problem with another program and added to the white list. That did not make any difference. That we found strange. Let me explain.
PCMatic Support should implement polices on Patch Management, version control, and service desk support.
We could install the other program (DriverSupport.com) and add it to the white list. All went well until a reboot was required. PCMatic just REMOVED the whitelisted program. We sent 3 help requests that respond with ROBOTIC canned answers that do not answer the question of how to get around the issue.
There is NO link to a follow-up area, there is NO phone number listed of who I can talk to, and there is NO user forum where I can ask if another user has solved the problem. The only solution that I have is to request a refund.
This is the WORST customer service we have seen yet in the virus protection arena. PcMactic prides itself as being all U.S. made and suppported. They might as well be in India, at least there someone will talk to you.
AVOID THIS PRODUCT IT IS NOT WORTH THE TIME TO MAKE IT WORK. They should spend more on technical support and less on TV ads
Driver Support Review is mixed. The product / service is a good offering but there are some areas of concern that you need to be aware of if you use this producrt.
Functionality – the product does not work with a number of software virus / malware checkers. For example. the service will NOT run with Malwarebytes without modifications to the the exclusion file which is understandable. However the issue is that Driver Support (DS) does not give you any help on the files that need to be put in the exclusion file. In addition, to get this to work it took several phone calls to their customer service group. It did not help that the CS staff is located in Jamaica and their English skills are poor at best.
Registration key issues – We purchased the premium version of the product which was to allow us to register up to 5 PCs. When we tried to register the 4th PC, the program told us that we had exceeded the number of machines that could be registered.
We went to the customer portal. It showed that we had 3 PC installed and that we had one registration left to use. 3 plus 1 does not equal 5. Also there is no way for the user to delete a machine.
Now the really interesting process follows. We tried to contact the company and got ah email message that the “Office was closed”. We sent several email over the next few days and go NO response. We finally called them when they said their office was open. The first two people we talked to have very poor English and we were disconnected in the transfer process. Finally we got to the CS technicain in our 4th call. There was an ECHO on the line on all of the phone calls.
We explained the issue to the person and were told they had to route the problem to their engineers who were in the US and it would take 24 hours for them to get back to me.
We cannot in good judgement recommend this product eventhough the driver update service they offer is excellent.
AnyConnect Windows 10 fails with the newest version of the VPN client software. After a windows update we encountered a problem when we wanted to connect to our VPN.
Patch management and version control policy needs to be reviewed in light of issues like AnyConnect Windows 10 failure.
The symptoms were the service was running on the client PC (Windows 10 Pro 64 bit) and when we went to run AnyConnect, the hour class would appear but we did not get the dialog to connect to the firewall. We also noticed there was a Microsoft update that occurred since the last time we used the program.
Based on suggestions from our provider, we uninstalled the current version the program, rebooted the client and reinstalled the current version. The same problem occurred as before. We searched the internet, including Cisco’s trouble shooting suggestions. We found no solution, rather we see that there were a number of instances where AnyConnect Windows 10 failed.
The problem did not exist before the update by windows. We then did the following to fix the problem.
Uninstalled the current version of the program
Rebooted the client with a power on and off
Installed a prior version that worked on the client
Ran the program and the dialog to set up the connection came up
The program did an automatic update to the current version
AnyConnect then worked
What caused the problem
We think that with the Microsoft update some registry entry or other setting was altered or removed. The re-installation of the program with the current version did not correct the issue. When we installed an earlier version the setting was correctly added or modified.
As a best practice, versions of programs and updates should be saved. With the constant updates by both hardware and software vendors the chance of a similar problem occurring are high. When it is time to solve a problem, the vendors often lack easily obtainable solutions. In our case when we talked to our providers help desk, their repsonse was that was an interesting problem and they would communicate it to Cisco if they saw several customers with the same problem. Ergo Cisco does not know the problem exists so they will not fix the offending software.
Technology Acquisition – Desktop Computer Shopping via the Internet is a way that companies and individuals get the latest technology. No longer is it the computer salesman at the office or going into a brick and mortar store.
One of the first things that we found is most of the larger companies like HP, Dell, and Lenovo have great selections of desktops. The major issue that you quickly discover is that the technology they are selling you is at least 3 to 5 years old. In some cases, the desktops and laptops are close to end of life.
A sign of the age of technology offered is the appearance of those offerings in big box stores and special sales which discount those configurations by 20% to 50% off of list prices. That is not hard to understand when you look at the business model for those companies. By the time the technology is released and made stable, the companies need to ramp up manufacturing to hit the masses. However, these same vendors will go thru “real-time” product refreshes to update to more recent technology and stay relevant – but they still are behind the technology curve.
A better solution
In our last acquisition for power desktop workstations we found a company that really stood out – Velocity Micro (VM) – https://www.velocitymicro.com. VM sells custom desktop computers that are worth a look for the following reasons:
The company assembles and stress tests 100% of the computers they sell. As an added benefit they do all of this in the U.S. That is opposed to some of the major manufacturers who send 100% of their order to China, only do power on test and then ship it to the U.S.
Ordered equipment is usually delivered in a less than 2 weeks. That is a far cry from 3 to 4 week delivery time for desktops configured in the U.S., assembled in the China, and then shipped to the customer.
VM has a dedicated support staff that is in the U.S. and has the unique ability to listen to customer requirements. The majors have preset packages that they push even they do not fit the customer’s requirements.
VM does not add “bloatware” to the computers it sells. Almost every major vendor ships computers with not only “free” software trials, but also software that ties the computer to them with preset proprietary software.
VM ships systems with a basic OS and OEM media. With that if the system OS needs to be regenerated, the user has all of the options available to the user.
The cost of the power professional workstation from VM was just over $3,000. A similar, but less powerful system from HP and Dell was configured at a cost of $4,200.
For those reasons, we strongly recommend Velocity Micro as a vendor to evaluate when looking for technology acquisition.
Blog Management is dependant on having a robust security management process implemented. That includes both a Threat and Vulnerability process and an understanding of the business impact analysis
Blog Management – This month we migrated our blog from our old ISP BlueHost. They had given us an introductory offer to host our blog for 3 years for $129. That was great. When we got the renewal notice the price for the same offering was now almost $1,000. We opted out of that arrangement and now host it on another server.
When we tried to restore the history from our backup we found a number of issues that we were not able to resolve with the Updraft Plus WordPress Backup Plugin. Since we had severed our relationship with BlueHost we decided to start our blog fresh with the new provider.
Below are some posts that we have added to this new blog to provide fresh content.