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Frequently Asked Questions

Below is the answer to your question. If your question is not completely answered, please submit a Customer Support Request (CSR) and a representative will assist you.
 
I receive the error message "There was an error trying to retrieve definitions..." Click here to return to the FAQ page!
 
This error means that SUPERAntiSpyware cannot connect to the Internet to download definition database updates.

If you receive this error, please make sure that the following are true:

1. Your network connection is enabled and active. Regardless of the method you use to connect to the Internet (e.g. broadband, wi-fi, dialup), your web browser should be able to navigate to your home page without error.

2. Windows is set to automatically detect local area network settings. In Internet Explorer:
  1. Open the Tools menu, and select Internet Options.
  2. Open the Connections tab.
  3. Click the "LAN settings" button
  4. Enable (check) the "Automatically detect settings" option.
  5. Click OK on all windows to save the change, then restart Windows, and try again to update the definition database.
NOTE: Under most circumstances, automatic detection of network settings is preferred. We recommend consulting with the technical documentation and support resources provided by your ISP and/or system administrator if you are unsure of the proper network settings to use with your PC.

3. Your firewall has active exceptions created for SUPERANTISPYWARE.EXE and SSUPDATE.EXE, the two SUPERAntiSpyware applications that connect to the Internet.

Depending on the firewall you use, the method for creating an exception for (a.k.a. "trusting" or "allowing") SUPERAntiSpyware will vary. We recommend consulting with the technical documentation and product support for your firewall if you are unsure how to do this.

Some firewalls (like ZoneAlarm) may list known applications that you can create an exception for. SUPERANTISPYWARE.EXE and SSUPDATE.EXE will appear in a known application list as SUPERAntiSpyware and SUPERAntiSpyware Update Application, respectively.

Other firewalls may make you manually specify the program that you are creating an exception for. On a typical system (assuming default install options), the SUPERAntiSpyware applications that must access the Internet are located here:

C:\Program Files\SUPERAntiSpyware\SUPERANTISPYWARE.EXE

C:\Program Files\SUPERAntiSpyware\SSUPDATE.EXE

For most firewalls, simply "trusting" the applications specified above should be sufficient. If not, verify that SUPERANTISPYWARE.EXE and SSUPDATE.EXE are granted incoming and outgoing TCP/IP traffic (on Port 80/443, HTTP/HTTPS).

NOTE: You may have to reboot your PC in order for the changes you've made to your firewall configuration to take effect.

NOTE: Simply disabling your firewall may not be sufficient to allow SUPERAntiSpyware to access the Internet, and doing so will put your PC at risk. The best and safest way to let SUPERAntiSpyware check for program and definition database updates is to create proper exceptions for the product components.

4. Your proxy is configured to exclude the superantispyware.com domain.

Please refer to our FAQ on how to configure your proxy to work with SUPERAntiSpyware.

NOTE: Most standard Internet connections do not use a proxy.

5. Your TCP/IP DNS settings are correct.

The problem with your Internet connectivity may be caused by a misconfiguration of your TCP/IP DNS. A common problem we see is hijacked DNS, pointing to rogue nameservers in Ukraine. This is done by adult pornography "codec" installations. Other misconfigurations of DNS settings are also possible. It is quite easy to change these settings back yourself.

Please refer to this short article on how to access these settings:

http://www.mediacollege.com/computer/network/dns.html

You may see that your "Use the following DNS server addresses" fields are set to:

85.255.XXX.XXX
85.255.XXX.XXX

(actual IP addresses may vary)

These numbers may be invalid. In almost all cases, you will want to change the radio button to "Obtain an IP address automatically" and then OK the changes.

We recommend consulting with the technical documentation and support resources provided by your ISP and/or system administrator if you are unsure of how to verify and/or correct your TCP/IP settings.



If SUPERAntiSpyware still cannot connect to the Internet to check for and download updates, please refer to our FAQ on downloading and installing Manual Definition Updates.

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