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Waiting a week


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#1 supratroopa

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Posted 07 September 2010 - 08:52 PM

Well, it's been a week and still no response to my thread:

http://www.bleepingcomputer.com/forums/topic345028.html

Just thought I'd post this up.

Edited by Blade Zephon, 07 September 2010 - 09:12 PM.
Moved from Log forum to a more appropriate location. ~BZ


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#2 Blade

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Posted 07 September 2010 - 09:19 PM

Hello.

First, to clarify, it has been almost four days, not a week. I'm sure it seems like that long to you since your computer is causing you such difficulty; I can certainly empathize with that.

While we understand your frustration at having to wait, please note that BleepingComputer deals with several hundred requests for assistance such as yours on a daily basis. As a result, our backlog is quite large, as are those of other comparable sites that help members with malware issues. Athough our MRT 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 BleepingComputer 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.We have mechanisms in place to prevent logs from being overlooked, so do not worry that you have been forgotten.

Currently the team is working on picking up the final few cases posted on the 30th of August. Since your topic was posted late September 3, I would anticipate between 2 and 4 days before your topic is picked up. It could be sooner; the rate at which cases are taken is constantly fluctuating.

Hope that helps. Please feel free to let me know if you've any further questions.

~Blade

Edited by Blade Zephon, 07 September 2010 - 09:22 PM.

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#3 supratroopa

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Posted 07 September 2010 - 09:21 PM

Thanks for the clarification, Zephon.




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