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Question about getting help from this site


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#1 ray7713

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Posted 28 October 2010 - 01:43 AM

I posted my question following all the rules in the correct forum and I have yet to receive any help. I was wondering how long it usually takes to get a response. My original post was asking which forum to post my question in order to receive help. I received an answer in about a day. It has been going on 4 days since I posted the logs requested and I have not heard anything. Any suggestions? Thanks in advance.

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#2 hamluis

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Posted 28 October 2010 - 06:29 AM

I'll try to answer you :thumbsup:.

We have a number of members who have posted malware logs because they have malware issues. To get an idea of those who are waiting for assistance...you can click on your name in the upper right corner of this webpage...scroll down to View Open Logs and click that.

This will show you all the members who have posted logs and are awaiting assistance.

Unfortunately, we don't have nearly as many persons who volunteer their time to assist in the handling of malware logs...as we do have members with malware situations.

We (members of the BC Staff) are all volunteers...those of us who do not deal with malware...and those who do assist in addressing malware issues of members.

BC Staff members generally work, have families, etc...just as you probably do. They volunteer their time and efforts on an unscheduled basis, working around personal aspects of their lives...just as you probably do.

I can't tell you how long it will be...but looking at the current backlog, I would say it will be approximately a matter of days, not hours or minutes.

There's a standard blurb that I sometimes use when a log is posted in the Log forum after the OP started a post in a different forum:

"Now that your log is properly posted, you should NOT make further changes to your computer (install/uninstall programs, use special fix tools, delete files, edit the registry, etc) unless advised by a Malware Removal Team member, nor should you continue to ask for help elsewhere. Doing so can result in system changes which may not show it the logs you already posted. Further, any modifications you make on your own may cause confusion for the helper assisting you and could complicate the malware removal process which would extend the time it takes to clean your computer.

From this point on the Malware Removal Team should be the only members that you take advice from, until they have verified your log as clean.

Please be patient.

It may take a while to get a response because the Malware Removal Team members are very busy working logs posted before yours. They are volunteers who will help you out as soon as possible. Once you have made your post and are waiting, please DO NOT make another reply until it has been responded to by a member of the Malware Removal Team. Generally the staff checks the forum for postings that have 0 replies as this makes it easier for them to identify those who have not been helped. If you post another response there will be 1 reply. A team member, looking for a new log to work may assume another Malware Removal Team member is already assisting you and not open the thread to respond."

I've given you the best answer (a complex one) that I can give you...and you can check the flow of logs any time, using the method I previously described.

Thanks for understanding :flowers:.

#3 ray7713

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Posted 28 October 2010 - 11:36 AM

Thank you for replying, I appreciate the help. I understand it is a volunteer site, I was just curious if 4 days seemed like a normal amount of time or if I did something wrong in posting and my post was lost in the shuffle. Also, when I click on my name in the upper right hand corner, I am not given the option of "view open logs." Is that a problem? And is there another way to get to that option? Thanks again.

#4 Andrew

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Posted 28 October 2010 - 12:31 PM

I'm pretty sure that the "Open Logs" page is only accessible to staff members.

At this moment, there are 466 malware log help requests outstanding (that is, with zero replies.) Your help request is the 246th oldest. The MRT handles hundreds per day but there are also hundreds of new requests per day (a new one every 3-15 minutes or so,) so they can only try to keep up as well as possible but sometimes there are delays.

So, it may be a day or three more that you'll have to wait (or it could be a few minutes, the help requests are not necessarily addressed strictly in order*) but you will get a helper. The entire point of the "Open Logs" tool is to allow MRT members to see all the help requests that still need answering in one, sometimes long, page. This is the main reason why you're admonished not to reply, or 'bump' your help topic: it does nothing but drop you from the list of logs that have zero replies.


*MRT members generally start with the oldest help request and work their way to the newer, but will skip over a request that requires specific knowledge that they don't have or if they know there's someone on the team who would be better at it.





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