NOD32 messing up separation between different account in Windows Mail

When I upgraded from NOD32 antivirus version 2.7 to version 3.0, I found
that the separation between different email accounts in Windows Mail was
messed up.

Problem: When I reply to a message received after the NOD32 upgrade,
typically the account chosen by Windows Mail is the default account, not the
account through which the message was received.

Expected behavior: If I reply to a message received before the NOD32
upgrade, the account chosen by Windows Mail is the account through which the
message was received.

Version 3.0 processes messages in a different way than did version 2.7,
creating a temporary folder within "Deleted items" after which a modified
form of the message is put in the Inbox. It appears that something about
this process messes up the association of a message with the account through
which the message was received.

The problem occurs more than 50% of the time but less than 100%. I've
tested on two Vista computers and they both have the same problem. I have
not figured out why the problem occurs on less than 100% of messages. I
created two test messages on the same computer in the same format, differing
only in that one added #2 to the subject line, and the problem occurred with
the second message and not the first (though on another Vista machine, which
received the same messages, the problem occurred for both messages,
suggesting the problem is in processing a received message, not creating an
original message).

On 5 January I contacted the company using its Web support form and was told
to expect a response after one business day. When I didn't get a response
by 11 January I contacted them by phone and they agreed to bump the request
to a higher level support person. The higher level support person
responded "Please run this utility and let us know if this resolves the
issue. http://www.softpedia.com/get/Tweak/Network-Tweak/WinSockFix.shtml".
It was of no help, despite my responding to them the same day they did not
respond. I phoned them again on 15 January and was told I was being put
through to a special high priority line and when I left a message someone
would respond the same day. I got no response.

I've been happy with NOD32 except for this problem, though I've never tried
to deal with their technical support before.

Does anyone have any idea what is going wrong and how to fix it?

Technical details:
NOD32 3.0.621.0 with all signature updates.
Windows Vista (one Business, one Home) with all updates.

"Mickey Segal" <not_monitored@example.com> wrote in message
news:u%23inE7GWIHA.5984@TK2MSFTNGP06.phx.gbl...
> When I upgraded from NOD32 antivirus version 2.7 to version 3.0, I found
> that the separation between different email accounts in Windows Mail was
> messed up.
>
> Problem: When I reply to a message received after the NOD32 upgrade,
> typically the account chosen by Windows Mail is the default account, not
> the account through which the message was received.
>
> Expected behavior: If I reply to a message received before the NOD32
> upgrade, the account chosen by Windows Mail is the account through which
> the message was received.
>
> Version 3.0 processes messages in a different way than did version 2.7,
> creating a temporary folder within "Deleted items" after which a modified
> form of the message is put in the Inbox. It appears that something about
> this process messes up the association of a message with the account
> through which the message was received.
>
> The problem occurs more than 50% of the time but less than 100%. I've
> tested on two Vista computers and they both have the same problem. I have
> not figured out why the problem occurs on less than 100% of messages. I
> created two test messages on the same computer in the same format,
> differing only in that one added #2 to the subject line, and the problem
> occurred with the second message and not the first (though on another
> Vista machine, which received the same messages, the problem occurred for
> both messages, suggesting the problem is in processing a received message,
> not creating an original message).
>
> On 5 January I contacted the company using its Web support form and was
> told to expect a response after one business day. When I didn't get a
> response by 11 January I contacted them by phone and they agreed to bump
> the request to a higher level support person. The higher level support
> person responded "Please run this utility and let us know if this resolves
> the issue.
> http://www.softpedia.com/get/Tweak/Network-Tweak/WinSockFix.shtml". It was
> of no help, despite my responding to them the same day they did not
> respond. I phoned them again on 15 January and was told I was being put
> through to a special high priority line and when I left a message someone
> would respond the same day. I got no response.
>
> I've been happy with NOD32 except for this problem, though I've never
> tried to deal with their technical support before.
>
> Does anyone have any idea what is going wrong and how to fix it?
>
> Technical details:
> NOD32 3.0.621.0 with all signature updates.
> Windows Vista (one Business, one Home) with all updates.
>

Email scanning should be turned off in any anti-virus. Also exclude EML
files from the scan. It provides no
protection not provided by the regular resident protection.
Sooner or later email scanning almost always causes problems and it provides
no benefit.

--
Frank Saunders MS-MVP IE,OE/WM
www.fjsmjs.com
Do not reply with email

Should I just tell the NOD32 folks that email scanning is a waste of time
and that they shouldn't bother fixing their product, they should just delete
the feature? Don't many people buy an antivirus program precisely to
protect against threats in email?

"Frank Saunders MS-MVP IE,OE/WM" <franksaunders@mvps.org> wrote in message
news:9FF754E9-FA2A-4957-8B0C-9F1D0DC05834@microsoft.com...
> Email scanning should be turned off in any anti-virus. Also exclude EML
> files from the scan. It provides no
> protection not provided by the regular resident protection.
> Sooner or later email scanning almost always causes problems and it
> provides no benefit.

Email scanning is a redundant (unnecessary) feature
since all files including emails, are already protected
by the AV's real-time scanner. Even Symantec (Norton)
admits this in writing on their website.

--
Gary VanderMolen, MS-MVP (WLMail)



"Mickey Segal" <not_monitored@example.com> wrote in message news:ORJoXALWIHA.5208@TK2MSFTNGP04.phx.gbl...
> Should I just tell the NOD32 folks that email scanning is a waste of time and that they shouldn't bother fixing their product,
> they should just delete the feature? Don't many people buy an antivirus program precisely to protect against threats in email?
>
> "Frank Saunders MS-MVP IE,OE/WM" <franksaunders@mvps.org> wrote in message
> news:9FF754E9-FA2A-4957-8B0C-9F1D0DC05834@microsoft.com...
>> Email scanning should be turned off in any anti-virus. Also exclude EML files from the scan. It provides no
>> protection not provided by the regular resident protection.
>> Sooner or later email scanning almost always causes problems and it provides no benefit.
>

I wonder if this has anything to do with the reason that the NOD32 folks
continue not to respond to this query (though I've never dealt with their
support system before and can't exclude the possibility that other support
requests also go weeks without response despite the company touting its
"next business day" response time).

"Gary VanderMolen" <gary@NoMail.invalid> wrote in message
news:er$w6aLWIHA.5160@TK2MSFTNGP05.phx.gbl...
> Email scanning is a redundant (unnecessary) feature
> since all files including emails, are already protected
> by the AV's real-time scanner. Even Symantec (Norton)
> admits this in writing on their website.

I called up the NOD32 company again. After mentioning this thread and how
high it comes up in a Google search
(http://www.google.com/search?q=nod32+%22windows+mail%22) they put me
through to a support person.

Soon after I got an email suggesting: "What we would like you to do is open
ESET and click the F5 key to access the setup screen. From there, scroll
down to the bottom and choose Email client integration and uncheck the two
boxes labled Integrate into Microsoft Outlook and Integrate int Outlook
Express/ Windows Mail and then scroll up to POP3 and go to the Compatibility
subfolder and move the compatiblity level over to maximum compatibility to
see if this does not correct the issue you are having."

Unfortunately this didn't fix the problem. I replied to the email, as so
instructed. It will be interesting if they suggest turning off email
checking even more thoroughly or decide to reproduce the problem themselves
and fix it. Or maybe, as in the past, the won't respond at all unless I
call.

"Mickey Segal" <not_monitored@example.com> wrote in message
news:u8CwHYRWIHA.4896@TK2MSFTNGP06.phx.gbl...
>I wonder if this has anything to do with the reason that the NOD32 folks
>continue not to respond to this query (though I've never dealt with their
>support system before and can't exclude the possibility that other support
>requests also go weeks without response despite the company touting its
>"next business day" response time).

I did hear back from the NOD32 folks, but they said "we just uploaded to the
downloads page a newer version" and suggested trying that, but both the
version they cite and the one on their Web site are the same one I installed
on 26 December, as documented in my initial support request on 5 January.
They also wrote "Next we will collect some logs from you as we would really
like to know what is going on" but didn't say which logs to send. They
suggested the possibility of uninstalling their software, but since I can
reproduce the problem on two different computers by replying to emails
received after the upgrade from 2.7 to 3.0 (but not before) it is not clear
that such an approach is likely to do much other than waste time.

I asked twice if they've ever tried to check this on one of their own
computers but they gave no reply at all to that question.


"Mickey Segal" <not_monitored@example.com> wrote in message
news:uqul2kTWIHA.1208@TK2MSFTNGP03.phx.gbl...
>I called up the NOD32 company again. After mentioning this thread and how
>high it comes up in a Google search
>(http://www.google.com/search?q=nod32+%22windows+mail%22) they put me
>through to a support person.
>
> Soon after I got an email suggesting: "What we would like you to do is
> open ESET and click the F5 key to access the setup screen. From there,
> scroll down to the bottom and choose Email client integration and uncheck
> the two boxes labled Integrate into Microsoft Outlook and Integrate int
> Outlook Express/ Windows Mail and then scroll up to POP3 and go to the
> Compatibility subfolder and move the compatiblity level over to maximum
> compatibility to see if this does not correct the issue you are having."
>
> Unfortunately this didn't fix the problem. I replied to the email, as so
> instructed. It will be interesting if they suggest turning off email
> checking even more thoroughly or decide to reproduce the problem
> themselves and fix it. Or maybe, as in the past, the won't respond at all
> unless I call.

Thanks for keeping us informed.
--
Gary VanderMolen, MS-MVP (WLMail)


"Mickey Segal" <not_monitored@example.com> wrote in message news:#GHEjefWIHA.4880@TK2MSFTNGP03.phx.gbl...
> I did hear back from the NOD32 folks, but they said "we just uploaded to the downloads page a newer version" and suggested
> trying that, but both the version they cite and the one on their Web site are the same one I installed on 26 December, as
> documented in my initial support request on 5 January. They also wrote "Next we will collect some logs from you as we would
> really like to know what is going on" but didn't say which logs to send. They suggested the possibility of uninstalling their
> software, but since I can reproduce the problem on two different computers by replying to emails received after the upgrade from
> 2.7 to 3.0 (but not before) it is not clear that such an approach is likely to do much other than waste time.
>
> I asked twice if they've ever tried to check this on one of their own computers but they gave no reply at all to that question.
>
>
> "Mickey Segal" <not_monitored@example.com> wrote in message news:uqul2kTWIHA.1208@TK2MSFTNGP03.phx.gbl...
>>I called up the NOD32 company again. After mentioning this thread and how high it comes up in a Google search
>>(http://www.google.com/search?q=nod32+%22windows+mail%22) they put me through to a support person.
>>
>> Soon after I got an email suggesting: "What we would like you to do is open ESET and click the F5 key to access the setup
>> screen. From there, scroll down to the bottom and choose Email client integration and uncheck the two boxes labled Integrate
>> into Microsoft Outlook and Integrate int Outlook Express/ Windows Mail and then scroll up to POP3 and go to the Compatibility
>> subfolder and move the compatiblity level over to maximum compatibility to see if this does not correct the issue you are
>> having."
>>
>> Unfortunately this didn't fix the problem. I replied to the email, as so instructed. It will be interesting if they suggest
>> turning off email checking even more thoroughly or decide to reproduce the problem themselves and fix it. Or maybe, as in the
>> past, the won't respond at all unless I call.
>

I heard back from the NOD32 folks again today. They asked for me to run the
following two reporting programs and send them the output:
http://nod32-av.com/utilities/HiJac.../hijackthis.exe
http://www.lookinmypc.com

Twice I've asked "Have you set up multiple accounts on Windows Mail and
tested this yourselves" and gotten no reply. When I sent the two log files
that they requested today I asked a third time. I wonder whether they are
trapped in a support mindset that doesn't allow them to try to reproduce a
problem without asking for all sorts of log files and reinstallations.

"Gary VanderMolen" <gary@NoMail.invalid> wrote in message
news:exBjEWkWIHA.1376@TK2MSFTNGP02.phx.gbl...
> Thanks for keeping us informed.

They are just having you do a bunch of 'busy work', so it looks like they
are actually doing something, when they are probably hoping you'll get
tired of playing and you'll just give up and go away.

--
Gary VanderMolen, MS-MVP (WLMail)


"Mickey Segal" <not_monitored@example.com> wrote in message news:uw27bZVXIHA.1184@TK2MSFTNGP04.phx.gbl...
> I heard back from the NOD32 folks again today. They asked for me to run the following two reporting programs and send them the
> output:
> http://nod32-av.com/utilities/HiJac.../hijackthis.exe
> http://www.lookinmypc.com
>
> Twice I've asked "Have you set up multiple accounts on Windows Mail and tested this yourselves" and gotten no reply. When I
> sent the two log files that they requested today I asked a third time. I wonder whether they are trapped in a support mindset
> that doesn't allow them to try to reproduce a problem without asking for all sorts of log files and reinstallations.
>
> "Gary VanderMolen" <gary@NoMail.invalid> wrote in message news:exBjEWkWIHA.1376@TK2MSFTNGP02.phx.gbl...
>> Thanks for keeping us informed.
>