CounterSpy FAQ

Really, what IS spyware?

There are well over 30 categories of “malware” (malicious software). It is also called “potentially unwanted software” or “potentially unwanted installations”. Some are fairly benign, others are extremely dangerous. Spyware in general means software that collects personal information from you without your knowledge or permission. The information spyware collects can range from all the Web sites you visit to more sensitive information like user names and passwords. You might be the target of spyware if you download music from file-sharing programs, free games from sites you don’t trust, or other software programs from unknown sources. Spyware writers are very smart, and can sometimes infect your computer using security holes in the Windows Operating System, or by no actual actions of your own.

How do I know if my computer is infected?

The symptoms are varied: slower Internet connection speeds, unwanted popup ads when you are not even surfing the web, changing your Internet Explorer home page, or simply your PC is slowing down to a crawl. All of these might point to a spyware infection. Since the key to spyware is usually to steal your information, some spyware may run very quietly and not display any outward signs of your computer being infected. The best way to check for infection is to scan your machine with CounterSpy.

How does CounterSpy work?

CounterSpy(tm) uses an extensive spyware signature database, real-time security agents, and ThreatNet (think “neighbourhood watch” for spyware), to protect your machine from many types of spyware, adware, browser hijackers, search hijackers, keyloggers, ghost spammers, spy software, and other hazardous and sometimes illegal applications and files from breaching your privacy or trying to sell you things.

What does CounterSpy do when it locates spyware on my computer?

When spyware is located, a results page is displayed allowing you to see details of every spyware threat found: descriptions of the threat, files and settings located on your computer, advise on the threat, risk ratings per threat, and a recommended action to take. Once satisfied, you can quickly REMOVE, IGNORE, or QUARANTINE the spyware threats. When quarantined, the threat is deactivated and removed from your system and kept in a safe data store, allowing you to delete the files, or reverse the quarantine at a later date.

What is Active Protection and how does it protect me?

Our real-time agents monitor your computer 24/7, securing certain areas on your computer. When specific checkpoints are breached, the activity is immediately analysed against CounterSpy’s database of known file and setting signatures, allowing unthreatening changes to be made; and alerting you to a potential spyware installation. In short, Active Protection intercepts many potential hazards in real- time and help you decide what code has access to your system. While it can�t realistically stop all spyware from installing, it is a powerful tool to help protect your system, reducing your chances of a recurring spyware installation.

What is ThreatNet and is it anonymous?

See it as banding together and watching each other’s back. When the CounterSpy real-time security checkpoints are breached by unknown applications, CounterSpy will ask you if it’s acceptable to forward information on the software to ThreatNet. This data is associated to an anonymous TRUST ID, and includes basic file and setting data of the application file(s) that breached the security checkpoint. All contact to ThreatNet occurs only with your permission, giving you the option to completely disable ThreatNet communication, or choose to send data to ThreatNet only for specific breach reports. Sunbelt Software will never use any personal or aggregate information for marketing or non-stated purposes.

Is it possible to restore files deleted by the Secure File Eraser?

No. The CounterSpy Secure File Eraser is a complete data destruction and removal tool. Any files deleted by it are completely and irreversibly removed from your computer.

I use multiple computers do I need a license for each computer?

Yes, CounterSpy requires a license per machine.

Why do I need to register the software, and what is the return policy?

In order to take advantage of the full functionality of CounterSpy beyond the initial 15 day trial, you will need to register the software. We offer a 30-day money back guarantee. If you are not completely satisfied with our products, please return them for a full refund of the product purchase price.

Can I run CounterSpy with other spyware programs?

We are not aware of any incompatibilities at this time.

Do you support Firefox or other Mozilla browsers?

CounterSpy’s Active Protection currently only monitors browser specific changes in Internet Explorer (i.e. Homepage hijack). It also monitors changes to the system that are not browser dependent (i.e. Registry changes). The Scanner detects and removes any spyware/adware that may get installed and associated cookies.

Our plan is to add support for Firefox and possibly other Mozilla browsers in a future release.

I can’t seem to update to the latest definition files.

Make sure you have Version 1.5 and if you are still having problems contact me.

Why buy CounterSpy when the Microsoft anti-spyware product is free?

Microsoft has announced that their desktop product, Microsoft Anti-spyware, will be free of charge to customers. This product is currently in beta on the Microsoft website. However, Microsoft’s enterprise version (providing centralized management) will be only be available for a not yet determined cost.

So why might you buy CounterSpy if the Microsoft one is free? There are three primary reasons: Spyware definitions, technical support and support for older operating systems.

Definitions: Anti-spyware solutions require definition updates-signatures of known spyware and other unwanted software-that are necessary to keep the solutions up-to-date. CounterSpy benefits from multiple sources for its definitions.

Technical Support: CounterSpy customers get the benefit of Sunbelt Software and Blue Ivy’s technical support while under a CounterSpy subscription. Your purchase of CounterSpy includes one year of free updates and support, and subsequent annual agreements are available for a nominal price.

Support for older operating systems: In addition to Windows XP and 2000, CounterSpy supports Windows 98SE, Windows ME, Windows NT (with Service Pack 6a) operating systems. At this time, the Microsoft beta only supports Windows 2000 and XP, and we believe it is unlikely that they will ever support the other operating systems.

In the end, though, you should make an informed decision that’s comfortable for you and exercise your own judgment by using both products and seeing for yourself which product performs well for your needs.

Is CounterSpy consumer supported on Windows XP 64-bit version?

Yes, it works great on XP 64.

What happens after my evaluation period runs out?

After the expiration you can scan but not delete spyware any more.