Is anyone else having problems with Trustwave/Trustkeeper?

[kcates]

My site scan on 6/28 didn't happen because they were switching to a new web portal, so they said. Several manual scans initiated since then have posted no results to my account. I've called and opened tickets with them. The problem remains.

Am I the only one...?

[katielynn7]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Our organization is having the exact same issues, I have called and did not have the patience to wait and have e-mailed over a week ago without a response. I am not sure what to do, I am almost tempted to find another PCI Compliance vendor. Did trustwave give you any reasons why this is happening and if they are fixing it?

[kcates]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Someone called me Wednesday evening to say they saw my post here and to ask about the problem. My site was scanned again today but no results have been posted to the account yet (as before).

Yes, this is getting a little old. I have spent way too many hours of my time trying to get this resolved...

[kcates]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Sorry, I didn't answer your other question ("Did trustwave give you any reasons why this is happening and if they are fixing it?").

They don't know why it is happening other than it has to do with switching to the new interface. They said if today's scan doesn't work (don't know why it should when all the others have failed), they'd escalate it to get it resolved. But everyone I've talked to at customer support has said that already.

Sigh...

[katielynn7]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

I finally received an e-mail response after a month of multiple e-mails to the company. They included a FAQ page which stated the scan runs at midnight and if the computer is not on (can't be on powersave) and able to connect to the internet then the results will not post.. I have a scan scheduled for tonight, so I am going to leave my PC on instead of logging off or shutting down and see if it works.

[lesliekirk]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Keep us posted. The info will most likely help others.

[katielynn7]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Surprisingly enough a Trustkeeper representative just called me about our issues. We have two merchant IDs set up for scans and one of them scanned this morning at 9am and results were posted. (Finally!) However the other one has not scanned yet and all they could tell me is that it would be sometime today, they said it doesn't always scan at midnight like the FAQ sheet stated.. I'll respond once that scan has gone through.

[katielynn7]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Update, it did not scan the evening of 8/9/10. On the 10th I went in and went under the My Agents section and changed that scan to 8/11/10 at 9am and sent another e-mail to trustkeeper asking for someone to contact me and explained that the 8/9 scan did not post results. I'm not sure if they looked into it and adjusted something or if changing the scan time to during the day when I was on the PC worked. I now have results under both of our MIDs.

[kcates]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

A happy ending...

Trustwave resolved my issue this past week. Brian at Trustwave was persistent in tracking down the cause of the problem and everything is working perfectly now. Thanks again Brian!

[wood]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Yes, I appear to be having issues with Trustwave also. Scan has been queued for 5 days now. Setup on 25th, still in queue as of this morning. 1st level of support was no help, but I did request to escalate to another support level. The next person, Marty, at least has been helpful and opened a support ticket, but as of yet no formal resolution. My issues began with the portal change.

[lesliekirk]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Wow, Trustwave sent the site owner an email saying the site passed. She logs into her Trustwave account and is greeted with a huge FAIL icon on the PCI scan. Checking with the host ALL the "fails" are false fails.

Trying to contact Trustwave put you on terminal hold. Not good.

[Leanne]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

We gave up on trying to work with Trustkeeper for our scan. We could not get them to successfully resolve a number of false positives. After a fair amount of frustration and back and forth, we ditched them and went with MacAfee, which was a much smoother process.

[lesliekirk]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

What's the pricing difference? I need to see if Trustwave is "included" with the merchant account.

[lesliekirk]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

To answer half the question:

Sage Payment Solutions negotiated a discounted fee for a service that retails between $100-200+. As PCI-DSS certification is required by all merchants each year, we feel confident that the service cannot be found elsewhere for less, nor can the features/benefits of the service be matched.
That said, there are many approved Qualified Security Advisors (QSA’s) and should any Sage Payment Solutions merchant wish to source PCI-DSS services with any of these QSA’s, Sage Payment Solutions will refund $40 of the $50 fee charged to your account. $10 of the base fee charged will be used to offset the cost of a Compliance Representative having to verify the PCI-DSS certificate with an alternate QSA.

Ain't that a crock ... still getting charged to "offset the cost"

[Leanne]

Re: Is anyone else having problems with Trustwave/Trustkeeper?

Trustwave was "included" with our merchant account in the sense that we were automatically billed (by Elavon) for it whether we wanted to be or not. They claim they sent us a letter, but I have no record of it. Off the top of my head, I think the charge was in the neighborhood of $175. We host with Hostasaurus, so the MacAfee scanning is included with our hosting. According to their site, it's a $319 value. Frankly, I'd have paid $1000 just to get away from the headaches that Trustkeeper caused.

As a random aside, we're still required to upload our scans and questionnaire through Trustkeeper. The Trustkeeper site shows that we pass, but Elavon keeps charging us a non-compliance fee regardless, and no matter how many times I call, I can't get it straightened out. I hate them both :)