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technical support

Having Trouble Connecting or Downloading?

  1. We have recently changed our IP addresses:

    You can substitute the domain name with one of these addresses, ie, can be substituted with if you are having connection problems. If you are using an FTP client such as WSFTP or Cute FTP, these clients might have to be reconfigured to use the new IP address. Also, proxy server users might also have to speak with their system administrators if they are having problems connecting.

  2. If you are connecting to the ftp server to update your COMMERCIAL version of Command AntiVirus, you may have received a notice that says, "Server returned extended information" or "Connection refused; too many connections". This usually means that the server has too many people logged on at that moment. If you wait a few minutes and try again, usually the threshold will have lowered and you will be allowed on. The reason there is a limit to the number of connections is so that we can ensure that each person that does connect gets a better chance at a complete download.
  3. If you are using FTP, make sure you are connecting to We have recently changed our FTP server's IP address. This conversion should have been transparent to users, but some ISPs haven't updated their nameserver files.
  4. If you are connecting through America Online, make sure you are using the very latest version of the AOL client. The FTP software from AOL works better connecting to our site than some of the older browser versions. In any case, make sure you have the very latest version of whatever connection software you are using.
  5. Are you getting blank pages when you submit scripts using Netscape Navigator? Unassociate .pl files with perl in your Network Options setup screen.
  6. Are you trying to connect during peak hours? Web and FTP downloads will be slower during peak hours (11am - 3pm Monday through Friday, Eastern Time). Try scheduling your downloads for non-peak hours.

For diagnostic tests, it is useful to have a copy of a tracert (traceroute) session from your computer to ours. This will help us locate potential problems along the route your computer is using to reach us.

You can execute a tracert as follows:

** Windows 95, Windows NT**

  1. Open a DOS box
  2. At the prompt type:
  3. Copy and paste; or redirect the output to a file, and send the results to our Technical Support Team.

** UNIX **

  1. At the command prompt type:
  2. Copy and paste; or redirect the output to a file, and send the results to our Technical Support Team.


Call our technical support staff at (561) 575-3200 for assistance in obtaining the traceroute. -Webmaster

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