The Ultimate Troubleshooter

After downloading this software, am unable to see findings/recommendations. E-mails to tech support have not been answered. How do I contact customer support or solve the problem?

 

Hello and Welcome to MGs,

It's shareware not freeware, I believe the features you mention are only in the registered version. The free version gives you the info but not a recommendation.

If you have purchased the software, you can follow this link. http://www.answersthatwork.com/

 

I bought the full version.....and I've sent several e-mails to their customer support, and to nearly ever other e-mail address they have on their website......they will not answer.

 

Do you have either CA Internet Security 2007 / eTrust Pest Patrol 2007 or AOL Anti-Spyware installed?

Is your registration page showing software as a registered installation?

 

Yes, I am the registered user and I am not using any of the security suites you mentioned. Thanks for your help - I still cannot understand why TUT won't answer any e-mails?

 

Sorry you're having problems, could be they're are just really busy but they should have some automated reply just to let you know IMO.

Have you tried uninstalling then reinstalling? (make a note of your registration # 1st)

 

Yes, I did an uninstall and re-install, no help. I would understand 48-72 hours with no reply ... but over two weeks since the first request and more since then?

Thanks for your suggestions.

 

Thanks, I had looked at this, but drop down menus work just fine. It is the two message blocks at the bottom of the page that are blank.. One should detail the findings and the second one the recommendations on what to do with the finding. Without these two bits of information there is no way to safely know what to do....

 

I have searched high and low for any complaints about this co., there are none - can't find any bad comments, in fact people are recommending it to others. If they were not answering support questions, there would be some indication.

Only thing left I can think of is your registration is messed up somehow, what you're describing is the basic free version.

Do you have XP Powertoys installed?

Were you able to register online, did the process complete?

What email address are you using to contact them?
should be product.support@insert site here

Please post a screenshot of your registration page, black out the reg. number in the screenshot. I will download TUT an look at after you post pic.

 

plodr:

I've tried both ways, connected to the internet and not, and shut down my firewall & antivirus programs (Windows Live Onecare)...no change and yes, I've been thru all the "answers that work" help screens

Cat_w_9Lives:

I just don't understand why I get no replies to my e-mail questions from TUT...

Registration may be the problem...when I install (and I've done it multiple times now) there is never an option to register, not even anything in the drop-down menus, however on the "about" screen (link below) it shows that it is licensed to me so is probably already registered?

I'm using the e-mail link for support shown in their help link

Here are screenshots of the invoice and of the pages with blank areas...
BTW, I worked in IT user support for years, but this really mystifies me.

Thanks for your help!!

http://s242.photobucket.com/albums/ff280/chaz_36/?action=view&current=Slide1.jpg

http://s242.photobucket.com/albums/ff280/chaz_36/?action=view&current=Slide2.jpg

http://s242.photobucket.com/albums/ff280/chaz_36/?action=view&current=Slide3.jpg

 

Hi again, yep I'm confused too...

Download TUT and looked at, really nice program, so you did me a favor by bringing to my attn. I had no problems with it, but that does not help you.

I also sent an email, since its the weekend...not sure if will ans. till Mon. the email address is the same as I posted in red prior.

It does say "unregistered version" if in trial, so ruled that out. I opened 10x on 11 if not reg. it will not open.

Only other things I could find looking around is
Supported OS:
Windows 2000
Windows XP SP2 (also XP SP2 Media Center)
Windows 2003 (including SP1)
Windows Vista 32-Bit (all flavours)
Vista 64-bit is NOT supported

1. Is your OS supported?

Also you posted in #9 here, "two message blocks at the bottom of the page that are blank" Mine both had text in them and changed color/content depending on what I clinked.

2. Did your boxes ever work at all? in trial?

When I set up the program I had to give it firewall permissions, it needed internet access...sorry I did it on auto after that, should not of. But it leads me to believe that it could be an access issue with your security. I'm not familiar with Windows Live One Care, but maybe something could be blocking? Check permissions for TUT and raise level if you can.

I find my firewall the culprit most of the time when I have an issue (thing has a mind of its own) Zone, set it up as a level 3, with internet access but I'm sure it had to get permissions for system info.

Sorry I can't be more help, but I will keep trying.

 

TUT The Ultimate Troubleshooter Problems

OK, just one more time....I've tried all the suggestions that have been previously posted, all with no change...I'm still having troubles with my installation of TUT. None of my many e-mails over the last several weeks to tech support and sales have been acknowledged or answered. I just finsished un-installing the program again, then I shut down my firewall and anti-virus programs and re-installed using the CD that I purchased from them...no change, same identical problem: The "findings" and "recommendations" areas show only the first two letters of whatever is supposed to be there....all else is blank. Anybody got any more ideas?
Thanks..

 

Yes, I've used it for years, really nice little utility program....until I upgraded (older version worked fine). My machine is a relatively new (6 months) HP desktop with XP Media Center. SP2..probably some simple deal, just wish they would answer my e-mail queries..and I do have the latest DB update..

 

Think you hit the nail on the head "until I upgraded"

Your license is for the older version? If you uninstall and reinstall the older version again it will most likely work.

Just like any software licenses expire, if you used the program for years as you stated your license most likely does not cover the new version. I don't know this for a fact but seems logical, don't see a date on the receipt so not sure when you purchased.

I misunderstood your issue, thought you had recently downloaded TUT from MGs and I tested the current download on MGs under the impression that you had an issue with this download.

 

No, you did not misunderstand .... I went to update my older version and they told me I must purchase the newer version. So Ipurchased , downloaded and installed the newer version and that's when this problem started. I also bought the CD version and since receiving it, I've un-installed and re-installed using it, no change. I even went back and downloaded and installed an older version....with no change. I'm now back to the latest version ... same problem.

 

Go to: Control Panel > Admin Tools > Event Viewer > Application, see if there is an error (red circle with an X) that applies to TUT. Also look in your firewall logs for an error, think its One Care causing the issue.

Read this post, are you using Beta 2.0 of Windows Live One Care?
http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=2283293&SiteID=2

It's not the software, it's something to do with your pc, some setting that is preventing the software from working properly.

I know this is frustrating, we keep asking questions because we can't see your pc and have no idea what your settings are. So any info you have is helpful in trying to rule out cause.

 

No indication of a problem for TUT in the event viewer. Also went to the firewall to make sure that TUT was listed as allowed thru the firewall and not blocked. No other restrictions on the software that I can find. I don't think my version of Onecare is the Beta, I purchased several months ago...shows version 1.6.2111.38 Please don't take me wrong, I certainly appreciate any ideas/help....I'll try anything! I just don't understand why everything in the software seems to work perfectly except the display of findings & recommendations..!
Thanks for all your help!

 

Just lists the 2.0 as a Beta... not familiar with OneCare...lots of issues to review. But try this just as a test. Disconnect from internet and shut down OneCare completely, see if program works. Also try removing and re-adding software permission to firewall, directions in link above. I will continue to look and maybe someone else will have an idea too.

 

don't want to give false info but i had One Care and had problems with some programs not wanting to run correctly i un-installed it and that did the trick for me

 

OK, I've tried shutting down OneCare (didn't uninstall) and removing and re-adding software permission and nothing changes

BILMCC66 did you re-install Onecare?

 

no i stopped using it i felt it was half my problem sorry it did not work for you i think a lot has to do with our personal setups

http://bestsmileys.com/computer1/7.gif

 

OneCare by its design disables/blocks because it can cause system instability to have some programs running at the same time but I can't find any fixes, even their MVPs for OneCare are referring people to support for program conflicts.

TUT is a popular program, maybe try MS Support and see if they have a solution.
http://forums.microsoft.com/WindowsOneCare/ShowPost.aspx?PostID=1183028&SiteID=2

Read *best* way to initiate a support case in link above. If you don't get an answer that makes sense, ask for a manager. OneCare is still pretty new, so support might go to the OneCare team if you're lucky.

I know you bought both programs so its worth a try.

Also if you have Ccleaner installed, try cleaning up your registry and files, if you haven't since you did all the installs/uninstalls. If you don't have, see link, leave at default settings run Cleaner and Registry - "yes" to backup registry, then fix issues. http://majorgeeks.com/download4191.html

 

Did the registry clean thing, also tried Onecare support, no luck...problem continues..

 

What did OneCare say? Did they suggest any change in settings?

 

They just said from what I described it was a application problem, not OneCare...
Even though I don't think it will help, I'm going to un-install OneCare to take it out of the equation just to see if it might change something.

 

OK....just finished doing this: un-installed Onecare from control panel, then ran Onecare uninstall cleanup tool & re-booted. After re-start, un-installed TUT & re-booted. Re-started, ran registry cleanup tool & then installed TUT from CD.....result? Nothing changed....
Just re-installed Onecare, don't think it has anything to do with this issue.....still no reply from "answers that work" - any more suggestions?

 

Just a suggestion. Do you have microsoft net framework installed? I know some programs will just not run without it. You also may want to make sure your windows is up to date. Also. While I don't recall you saying which os you have installed. If its vista. That could very well be the problem itself.

 

Hummm......wonder what would happen if he tried to run it in safe mode? I know anti-virus will work in safe mode. Not sure if this type of program will work or not. May be something else to try?

 

Ok, installed Net Framework, did not change anything. Downloaded and installed Process Explorer, don't really know what it is showing me.... Also, aren't there some processes that should not be shut down? Regardless, I did re-boot in Safe Mode...that supposedly shuts down all processes except essential ones and I still have the same issue when I launch the program while in Safe Mode.....

 

Give this free scan a shot and see what turns up. http://www.processlibrary.com/processscan/

 

OK, I ran this process scanner, it told me I needed to do a registry clean, I've now PURCHASED the software it recommended ($29.95), ran the registry scan/clean/repair from that software and still nothing has changed.....

Doesn't anybody but me think there may be a problem with the TUT software??????? If they would only respond to e-mails.......

 

I got this program today. Bought the full version. I have xp pro. Works fine on my computer. Just makes no sense why it refuses to work on yours. I am at a loss. There is only one other idea I can think of and its pretty extreem. Reinstall xp. Before you do that, even if you do. Make sure all your programs and drivers and backed up. Maybe a fresh install of xp is just what your computer needs.

 

Thanks for the suggestion, but don't think I'll go to that extreme measure .... it is a relatively new machine, everything else works fine - if I could ever get an answer to an email, I'd just ask for a refund and be done with it.

 

I just wanted to say that I sympathise with chaz_36. I also have used TUT for a number of years, but at the moment I cannot update my database. I have the June 2012 one but cannot access the July 2012 db.

I also have tried emailing their support and then in desperation their sales address but, like chaz_36, not one response. This lack of support is pathetic.

I have a valid licence for their full programme.