Ken

Dear Partners,
 
As you are aware, NortonLifeLock and Avast completed their merger on September 12, 2022, and are now one combined entity named Gen Digital, Inc. (Gen). We are excited to share that Gen has decided to continue maintaining and supporting CloudCare, thus abandoning plans to retire the platform. This decision was reached after careful consideration and valued feedback from our partners.
 
CloudCare will continue enabling your business to deliver powerful endpoint and network security services to protect small businesses from cyberthreats – all from a single pane of glass.
• Competitive pricing - Our award-winning Avast Business Antivirus is one of the most competitively priced solutions in the market
• Exclusive partner discounts - Get cumulative pricing based on device volume bands
• Free remote control - Take advantage of the unlimited remote access and support tool that’s included with your subscription - resolve issues remotely, perform tasks, reboot computers, transfer files, chat with users, and more
• Flexible, monthly subscriptions - Provide your customers with the flexibility to pay for the select services they need
 
What does this mean for my business and customers?
To better serve the different business needs of our partners and customers, Gen will continue to maintain and support Avast Business’ two cloud management platforms, CloudCare and the Business Hub. As a valued partner, you will now have the option to keep using CloudCare, move to the Business Hub, or use both platforms. For more information, please review our frequently asked questions.
 
What about SWG, ESS, and ShadowProtect services?
As previously communicated, Email Security Services (ESS) and ShadowProtect will be retired on February 28, 2023. Secure Web Gateway (SWG) will be retired on December 31, 2023.
 
We appreciate your loyalty and support as we continue working together to help keep your customers protected. If you have any questions or concerns, please contact your Account Manager.
 
 
Frequently Asked Questions

Status update, not even looked at them recently, not been up to date enough
I traced the backup issue, apparently a fail for going over limit is not a reason to send an alert, even though the alerts are configured to tell me if account goes over limit......
No warm fuzzy feeling at moment towards the backup. And the backup is below the limit according to the client software, but portal says over limit - so that makes me thoroughly confused. About as confused as not getting a status update when they know there is a problem.
good job they are not in communications, they would definitely fail!
 

but more worryingly, the backup portal for device just checked shows no activity for June, although CloudCare portal says backup been happening!

nothing complicated, it looks like the link in the portal to view the backed up files for a device is broken.
 
multiple devices across multiple customers all go to the about:blank page
 
also the portal is pretty slow this morning. Lots of time spent waiting for pages to load fully. 

Has anyone followed up on being able to do Feature Updates with Patch Management? I have not been able to do that s of yet....

HI @SofTec Solutions I am still running the restore test of 50GB, which is slower than I would like for the available broadband speed, but not unreasonable. it has just reached 50GB of 54GB download after almost exactly 2 hours
Yet we login to https://us.cloudcare.avg.com not the de (German) one, but as using the software to download, not sure what server it is pulling from. i may see that in the logs afterwards. So it may be looking like a transatalantic cable bottleneck?
@A+ Computers can I recommend you re-raise a support query and let them know UK reseller can downlaod at 25GB / hour which is wildly different from your experience. So must be a fault that needs fixing?

HI @SofTec Solutions I am still running the restore test of 50GB, which is slower than I would like for the available broadband speed, but not unreasonable. it has just reached 50GB of 54GB download after almost exactly 2 hours
Yet we login to https://us.cloudcare.avg.com not the de (German) one, but as using the software to download, not sure what server it is pulling from. i may see that in the logs afterwards. So it may be looking like a transatalantic cable bottleneck?
@A+ Computers can I recommend you re-raise a support query and let them know UK reseller can downlaod at 25GB / hour which is wildly different from your experience. So must be a fault that needs fixing?

hi @A+ Computers your comment had me worried, so checked on a client device, started a recovery using the software on device that did the backup (Server), and downloaded to temp folder. nothing special on broadband, normal VDSL. after 5 minutes over 2.5GB had downloaded. which means it is not excessively throttled.
so either support do not know what they are talking about or they realised what you said was true and they have removed the throttle! (this was a 50GB file backup so was ideal comparison test) - I will let you know how long it took to complete, when completed.

This makes sense, for sure, to have an alert for a cancelled backup, especially if the account is out of room.

I've recently had a client who's backups just would not run and I couldn't figure out why. When I finally dug into the task scheduler log for the backup task, it showed an error that led me to change the task to run as system instead of a user account. Lo and behold, once switching the backup task to run as system, it runs on time every time and I can still start a backup from the portal.
 
I'm left to wonder why, if it runs fine as system, why isn't this the default account it runs under, instead of user/admin accounts which could have the password change and make the backup task stop running.

Here's something like what we're thinking of. This is from SugarSync, and isn't totally applicable, but it will serve the purpose. Files that are synced have the green checkmark. Files that are in progress get the yellow icon with the two arrows chasing each other:
 

Mr. Yuck? Well, OK, he's not part of SugarSync. I just added him in to see if you were paying attention. He, or something like him, could be used as an indicator to show there's a problem (like a backup failure) for a particular file.