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Brice Stevens

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Posted by on in Technical

An identity for Shh/Updater-B released by SophosLabs for use with Sophos Protection system has caused a False Positive issue that has affected many customers.  This Technical Alert advises how to resolve it.

Posted by on in Technical
Blackberry/RIM are experiencing serious systems/infrastructure issues that have become more widespread in the last couple of days.  North America is now affected.  These problems affect all Blackberry users, even those running an in-house Blackberry Exchange Server (BES). 
Issues include slow or nonexistent email to devices, failed enterprise activations, and in general any operation that requires interacting with Blackberry's own systems, which would be most business-oriented operations. is the site their techs are giving out for updates to the problem.  There is no ETA at present but we will post updates as we get them. 
If you believe you are experiencing an issue and would like assistance, please do not hesitate to contact our Technical Assistance Desk.
Brice Stevens
Advanced Logic Industries
Technical Assistance Center (TAC)
(540) 443-3398

On HP workstations and laptops that use high-density (750GB-1TB) hard drives and are running Windows, older versions of the Intel Rapid Storage Technology driver can cause various problems including the inability to run Windows Update. 

The error message will state that the Windows Update service is not started, but if you check it, it is running. 

The solution is to download version (software package SP47845) or newer of the Intel Rapid Storage Technology driver from HP's support website.  

If you need help with this or any other support issue, please don't hesitate to contact me at the ALI Technical Assistance Center at (540) 443-3398.

Brice Stevens    
Advanced Logic Industries
Technical Assistance Center (TAC)

Hits: 14605
Our TAC has recently been encountering another variation on the "fake antivirus/scanner/fixer/etc." plague of malware. 
This one presents itself as Windows Repair and does the usual scare tactics of saying your workstation is infected, files/registry/hard drive sectors are damaged/missing, and so forth.  This one, however, goes a step further and sets various folders--including the current user profile folder--to be Hidden.  A telltale symptom, beyond the fake Windows Repair window, is a completely blank desktop with no program, file, or folder icons of any sort.  This can make it seem as if you have lost everything.
Here's how you handle this: 
Open an Explorer or My Computer window (use the WindowsKey-E combination if needed, or type explorer.exe into the Run command in the Start Menu)
Go to the Tools menu>Folder Options, then the View tab 
Scroll down and choose the radio button to "Show hidden files and folders".  This will let you see the items that the virus set to Hidden. 
If you then right-click your user profile folder (under Documents and Settings for Windows XP, or under the Users folder for Windows Vista and 7) and choose Properties, you will see a checkbox for "Hidden" at the bottom.  Uncheck that, and choose to apply to all files and folders when it gives you that option. 
You may have to do this for several other folders, depending on what the virus touched, but again they should all show up once you choose to "Show hidden files and folders" as described above.
You'll also need to contact your IT support to update your virus protection.  If you need assistance, please do not hesitate to contact us!
ALI Technical Assistance Center (TAC)
(540) 443-3398

Our TAC support desk has seen some recent instances of HP notebooks having CPU usage spikes that drive overheating because the HP Wireless Assistant service gets hung up. 

If, on an HP laptop, the WMIPrvSE.exe process is causing repeated excessive CPU usage spikes (25% or more every few minutes) and thus overheating, try disabling the HP Wireless Assistant service.

(Start menu -> Control Panel -> Administrative Tools -> Services)

Some older versions of this software have this issue, though HP indicates the latest version is fixed for this bug.

The HP Wireless Assistant's only purpose seems to be to inform the user whether the wireless is on or off. However, if you find your wireless switch on your keyboard no longer works with the HP Wireless Assistant disabled, obtain the latest version from HP's website, uninstall the old first, then install the new.

If you need more help with this issue or would like other help with your technical support issues, please don't hesitate to contact us in the Technical Assistance Center!

Brice Stevens
ALI TAC Support Lead
(540) 443-3398

Issues with the recent update for Outlook 2007

On Tuesday, December 14, Microsoft released an update (KB2412171) for Microsoft Outlook 2007. Several issues have been discovered with the update and we want to alert you about problems you might encounter and what corrective steps we recommend.

This Outlook 2007 update was distributed via Microsoft Update. Many of you receive updates automatically and if you installed the update between Tuesday, December 14, and Thursday, December 16, it is likely that you are affected.

The three issues identified in the December 2010 update for Outlook 2007 are as follows:

  1. Outlook fails to connect if Secure Password Authentication (SPA) is configured for an account and the mail server does not support SPA. This is important for Google Gmail users because Gmail does not support SPA. Outlook customers using Gmail who have the SPA option turned on cannot connect to Gmail.
  2. Noticeable performance issues are experienced when switching between folders if you do not have a Microsoft Exchange Server account configured in Outlook. Switching folders might take several seconds depending on the performance of your computer. This issue only applies when you use an IMAP, POP3, or Outlook Live Connector account, such as Windows Live Hotmail, and do not have an Exchange Server account configured in the same Outlook profile. To determine if you are using an Exchange Server account, see the help article What is an Exchange account?
  3. AutoArchive cannot be configured for IMAP, POP3, or Outlook Live Connector accounts if there is no Exchange Server account configured in the same Outlook profile. If you previously configured AutoArchive, no additional items are archived.

If you are experiencing any of the listed issues with Outlook 2007, we recommend that you uninstall the December 2010 update by doing the following:

Uninstalling KB2412171 on Windows 7 or Windows Vista

  1. Click Start, and then click Control Panel.
  2. Click Programs, and then under Programs and Features, click View installed updates.
  3. Click the entry for KB2412171, and then click Uninstall.

Uninstalling KB2412171 on Windows XP

  1. Click Start, and then click Control Panel.
  2. Click Add or Remove Programs, and then make sure that the Show Updates check box is selected.
  3. Click the entry for KB2412171, and then click Remove.

If you need additional assistance, support is available from the ALI staff.  Please don't hesitate to contact me in ALI's Technical Assistance Center at 540-443-3398

Brice Stevens
Technical Support

Posted by on in Technical
For anyone experiencing a problem with Internet Explorer crashing instantly after starting, and the issue began December 15th: Take a look in Start Menu -> Control Panel -> Add/Remove Programs and uninstall Yahoo Toolbar if you have it, then try Internet Explorer again.  
Possibly either Yahoo pushed an update that is causing a problem on some computers, or one of the Microsoft updates of 12/14 is conflicting with the Yahoo toolbar. 
If this does nto help, or you need additional support, please do not hesitate to reach me in the Technical Assistance Center (TAC).
Brice Stevens
Technical Support
(540) 443-3398
Hits: 10091

If you find your C drives on Microsoft Small Business Server edition 2008 mysteriously filling up, check the logfile folders in C:\inetpub\logs\LogFiles.

WSUS seems to like to accumulate multiple gigabytes' worth of logfiles in at least one of those folders, with single files clocking up 100-300 MB!

If you need assistance on this issue, don't hesitate to give a call to our Help Desk and we can help.

Brice Stevens
Technical Assistance Center
(540) 443-3398