Renewing Request: Fix PC updates so they don't look like a virus

WVmom
Member

This was addressed in a previous thread, but years later it is not fixed.  This costs customers time to track down, may result in refusal of updates, and is simply inconsiderate and poor practice.

See previous thread here:  Suggestion: VZW Software Update looks like virus, VZ really should fix that

What further action is needed to get this corrected?

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Re: Renewing Request:  Fix PC updates so they don't look like a virus

Snn5
Sr. Leader

I get a lot of pop up notifications in my notification area on my PC near the clock.  Any app that is running there alerts me when it is making a change or has an update or problem.  Verizon's  Backup and software assistant used to run in my notification area as well.  It would alert me via pop up when there was an update to the program.  The program was auto or manually installed from my phone when I plugged it into the USB port in the PC the first time.  I no longer have it there because it no longer works.

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Re: Renewing Request: Fix PC updates so they don't look like a virus

WVmom
Member

Also, if image of the questioned pop-up is needed, see message #4 in this thread:  http://community.norton.com/en/forums/unknown-software-download-complete-box-appearing

Kind of embarrassing to have this on Verizon and an antivirus forum and still not fixed

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Re: Renewing Request:  Fix PC updates so they don't look like a virus

Snn5
Sr. Leader

I get a lot of pop up notifications in my notification area on my PC near the clock.  Any app that is running there alerts me when it is making a change or has an update or problem.  Verizon's  Backup and software assistant used to run in my notification area as well.  It would alert me via pop up when there was an update to the program.  The program was auto or manually installed from my phone when I plugged it into the USB port in the PC the first time.  I no longer have it there because it no longer works.

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Re: Renewing Request: Fix PC updates so they don't look like a virus

WVmom
Member

The problem is that an "anonymous" popup appears to tell you that a software download is complete.  It doesn't tell you that the software is from Verizon, or that it has anything to do with a cell phone or other device.  It looks like a virus.  In order to rule out a possible virus, I had to search for information on this item.  Wouldn't it make a lot more sense to tag the popup with the Verizon logo, and change the text to read:  "An update for your Android phone support software has been downloaded."

I've pasted an image from another thread (so the date is way off, sorry).  I shut down the program that was causing this, so it was not available for me to screen cap on my own computer.

Again, my question is, what further action is needed to correct this?  Verizon customers should not be expected to authorize the installation of unidentified software.

download complete.JPG

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Re: Re: Renewing Request: Fix PC updates so they don't look like a virus

WVmom
Member

Looking for a Verizon response ... what action is needed to resolve this problem?  It is costing your customers time and it is extremely poor practice. This would be a great opportunity for you to show us that you respond to consumer concerns (even if this one has been ignored for a couple years)

Hope to see a customer service response, someday

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Re: Re: Renewing Request:  Fix PC updates so they don't look like a virus

Snn5
Sr. Leader

It might help if you "mentioned" particular reps you follow or that follow you, or several in general.  This and the other thread seems to be lacking in support, either due to low priority or because most people have never really witnessed the issue.

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Re: Renewing Request: Fix PC updates so they don't look like a virus

Salisbury
Sr. Member

  On a Droid Maxx verizon software assistant is working fine. Are you referring this to being isolated to Samsung phones only?

  There are two options to check for updates manually. Also listed under - View more AutoPlay options in Control Panel. You can configure to, Ask me every time.

  I've seen nothing with this software that shows that pop up or anything that would confuse me. Or even with Verizon Cloud software downloaded to the computer.

  There are some angry people here.

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Re: Renewing Request: Fix PC updates so they don't look like a virus

WVmom
Member

I do not need to download any software for my phone, either on the phone or on my computer.  I do not know if this software issue is related only to Samsung phones, but I believe it is related to Android phones.

The issue occurs when a Verizon customer innocently downloads PC software associated with their new phone.  The customer may or may not use the software.  As with many other programs, the software for the Verizon phone automatically downloads updates to the customer's PC.

Here is where things change.  When Adobe wants to install an update, I get a message with the Adobe logo that tells me an update is available for my [Adobe product].  Since I have that product installed, and I see an update associated with it, I press the install button.

When the Verizon PC software updates, it downloads the update to my PC, in the background, and I find out because I see this:

download complete.JPG

This pop-up fails to tell me that it is related to my cell phone, or that it has any association with my cell phone carrier.  Since some viruses can be triggered by pushing ANY button, I don't want to do anything until I find out what is on my computer.  Thus, I must search for information about this before I continue using my computer.

This issue has been documented previously.  For example, the Norton [Antivirus] Community Forum discussed it here, TWO YEARS ago:

unknown "Software download complete" box appearing? | Norton Community

It was raised on the Verizon Community Forum here, where Verizon did not respond, but locked the thread:

https://community.verizonwireless.com/thread/799774

It is being concurrently discussed here, in another of Verizon's own Community Forum threads:

Re: software download complete message

The issue is documented, both within the Verizon Community and externally.  It is recognized as a very poor practice.  It is inconveniencing customers (these forum threads are getting hundreds of hits from other people who are trying to find out if they have malware on their PCs, only to find it is Verizon).

I think it is time for Verizon to respond to this.  It seems that they could take a number of actions.  They could notify customers by email of this update and include an image.  They can tell customers what program to uninstall if they are concerned about this.  They could potentially brand the update notification, but I rather doubt that will happen, as I think it is 3rd party and somewhat generic.  The thing that they should NOT do is ignore people's concerns for 2 years or longer and expect to get high ratings for customer service.

I hope that explains it better.

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Re: Renewing Request: Fix PC updates so they don't look like a virus

WVmom
Member

Still looking for Verizon to respond ...

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