To access the Support tab:
Tray Icon and select Tools
> View ADVANCED OPTIONS > Support. The system displays the
You can click on the General or Options tab within the illustration below to view it.
Information - This group box contains read-only information about
the version of STOPzilla you are running and your computer's operating
system and hardware.
Information - This group box provides a link to STOPzilla Customer
Support for e-mail and the toll-free phone number.
Chat Support - Free, unlimited Live Online Chat with Customer Support.
Click Launch Live Chat to open
a Chat Window. Please see: Live Online Chat.
Diagnostic Scan - This feature is used
only when a Customer Support Rep determines that there is some Malware
on your computer that STOPzilla is not blocking. The Rep will assist you
with the scan process. The purpose of diagnostics is twofold:
A Diagnostic Scan
enables STOPzilla Research to see all software running on your system,
isolate unknown Spyware, and develop target definitions to detect and
Information captured from users'' scans is incorporated into the Research Database. Once we target a new piece of Spyware, we incorporate it into the next update of STOPzilla. This way, none of our subscribers ever need be bothered by it. The more scan results STOPzilla incorporates, the better we can serve our subscribers.
When creators of Spyware and other malicious software unleash threats on the Internet-using public, there is always a latency period; the time between release and identification. STOPzilla researchers comb the Internet to discover new Spyware and other parasites. Sometimes, Spyware is identified when a user contacts STOPzilla and indicates that the product is not blocking a particular pop-up or the computer is not performing as expected.
To perform a Diagnostic Scan:
Tray Icon and select Tools
> View ADVANCED OPTIONS> Support. The system displays the
Support tab. Click Scan Type 1
or Scan Type 2, as instructed
by your Customer Support Rep. STOPzilla scans your system automatically.
Scan Type 1 is a mini-scan that shows only the applications currently
running on your computer. Scan Type 2 is a full scan that includes the
user.data file and the zilla.log file.
When the scan is
completed, usually within three minutes, STOPzilla prompts you to Save or Cancel.
The Save As dialog is displayed. Choose a location to which you want to
save the results of your scan. Your Desktop is recommended. The scan is
saved as a securely encrypted ".scan" document. It cannot be
opened by anyone except STOPzilla engineers.
The Customer Support Rep will direct you to launch an e-mail, include your scan as an attachment, address it to a particular STOPzilla staff member and send it.
When you click Scan Type 2, the system will prompt you to open Internet Explorer if it is not already open. If you agree, the system will display a Customer Agreement, indicating that if you choose to open IE, certain information pertaining to your surfing history will be visible to STOPzilla engineers. If you choose No, the scan will be performed without IE open. A scan with IE open provides STOPzilla with more and better data with which to diagnose your problem, so it is strongly recommended that you choose Yes. STOPzilla is committed to protecting the privacy of our subscribers. As such, any personal information is handled in the strictest confidence and never shared with anyone.