ZoneAlarm Pro4 - trouble getting tech support - need help adjusting a specific function of the software

From:

RE: ZoneAlarm Pro4 - trouble getting tech support - need help adjusting a specific function of the software

Beware all potential ZoneAlarm purchasers - support is non-existent, currently, based on my experience.

Below is the body of my original support request to ZoneAlarm first sent on Thursday 11/20/03, and repeated on Friday 11/21/03.

Today is 11/25/03 and I still have had no response, or even an acknowledgement, despite being a purchaser of ZA Pro4, and not just a "trialware" user. (The website says that "purchasers" will be receive highest priority from Tech. Support, followed by bundleware owners and trialware users.

Besides the lack of response, my reason for posting is to make other potential ZA purchasers aware of the frustration of getting support from ZA.

- The is no free 30-day phone tech. support.

- There is no Tech. Support email address.

- You have to submit problems through the ZA webpage.

- You have to dig-up version numbers, truvector engine numbers and 27 char. license numbers, and plenty of other info before you can start entering your problem.

- You get no acknowledgement of receipt of your Support request posting.

- You have no way of sending a polite, gentle reminder - you have complete another website submission all over again.

- There's no phone number for Customer Support either, if you are thinking about claiming a refund of your purchase as I was planning to do.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

***************** Posted 11/20 + 11/21 ***********

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~

Profile in Previous Support Ticket: Installation or Uninstall ENTRY=224323 PROJ=4 on 9/26/03

______________________________________

I cannot successfully log-on to a website (via IE v5.5) with ZAP4 running. The site is http://webstats.mweb.co.za.

However, if I close down ZA then I am able to Login to the site without any problem. I was able to Log into this site perfectly well in Aug / Sep when I had ZA 3.6. However since upgrading to ZAP4 in October this is my first attempt to Logon to the site.

My symptoms are as follows:

When I enter the Userid and P/W on other systems (Win 95 and Win ME) then IE on these systems opens up another window/instance of IE in which the Reporting Function is displayed. (By the time I complete the Logon I have three instances of IE running on my task bar).

In contrast, on my system - with ZAP4 running - IE seems to be prevented from opening the additional IE windows/instances. Therefore the Login routine keeps throwing me back to it's initial starting page.

Could you please advise which specific control in ZA I need to adjust. I have tried my best to change various ZA parameters (to lower the protection levels) but it makes no difference. Similarly, I've reviewed and amended several IE v5.5 settings but have no success.

I also visited 4 of your site's forums but didn't see a posting with similar symptoms. I also tried your interactive Tech Support routine but its symptoms options didn't cover this access-limitation issue.

Appreciatively

Andrew