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protocol for using this forum????


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#1 kvon

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Posted 02 January 2010 - 01:48 PM

I submitted a help request to this forum on 12/22 (11 days ago): http://www.bleepingcomputer.com/forums/ind...howtopic=280900. I made a point to read all the forum guidelines I could find, which is why I didn't post an update to my topic (and I have new information/clues to the problem to post) in order NOT to bump it. I also checked the response time from other posts and saw that it's taking around 11-14 days to get a response. No problem, I'm patient, it's a secondary computer anyways. Now I just checked the forums again, and there's people getting responses in 2 days, ahead of my post!! WTF? I'm trying not to get bent out of shape, but I went out of my way to play by the rules, and it looks like I got stepped on. If there's something I'm missing I'd appreciate being enlightened.

Edited by Amazing Andrew, 02 January 2010 - 03:22 PM.
Mod Edit: Moved From HJT Forum - AA


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#2 Andrew

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Posted 02 January 2010 - 03:20 PM

While we understand your frustration at having to wait, please note that Bleeping Computer deals with several hundred requests for assistance such as yours on a daily basis. As a result, our backlog is quite large, as are other comparable sites that help members with malware issues. Athough our HJT Team staff work on hundreds of requests each day, they are all volunteers who contribute to helping members as time permits. No one is paid by Bleeping Computer for their assistance to our members.

New and more devious malware infections are released almost daily. It then takes time for our Team to to investigate, analyze and test removal techniques before we can help members like yourself. Doing that means that we sacrifice speed of response for a quality response that will help remove the malware more effectively.

Further, our malware removal staff is comprised of team members with various levels of skill and expertise to deal with thousands of malware variants, some more complex than others. Although we try to take DDS/HJT logs in order (starting with the oldest), it is often the skill level of the particular helper and sometimes the operating system that dictates which logs get selected first. Some infections are more complicated than others and require a higher skill level to remove. Without that skill level attempted removal could result in disastrous results. In other instances, the helper may not be familiar with the operating system that you are using, since they use another. In either case, you wouldn't want someone to assist you who is not familiar with your issue and attempt to fix it, would you?

Please be patient. It may take a while to get a response but your log will be reviewed and answered as soon as possible.

Thank you for understanding.

#3 kvon

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Posted 03 January 2010 - 09:43 AM

Ok, no problem - thanks for the information. I assumed that the help queue was a pure first-in-first-out, but that makes sense.




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