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any idea how long the wait is for malware removal?


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#1 tobyo

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Posted 14 June 2011 - 06:03 AM

I know I can't post in the malware removal forum. just wondering if anyone could tell me where I am in line? I posted my logs a week ago (well a week ago tonight but who's counting? heh).

thanks.

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#2 Animal

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Posted 14 June 2011 - 10:49 AM

Hello.

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. Although 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.

Average wait times fluctuate depending on a number of factors including the number of cases posted and the number of helpers we have available, and their real life schedules (don't forget that everyone is a volunteer here!) Currently the wait time looks to be about 8-9 days on average. Logs are currently being taken from the 5th of June. There are 21 logs ahead of you. It is possible you will get a reply today, but most likely tomorrow.

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#3 tobyo

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Posted 14 June 2011 - 01:13 PM

I really only wanted to know how much longer it would be. I was told 4-5 days so when it got to be a week.....okay, it's not quite a week until tonight. but....yea, I have been through this before unfortunately and understand the wait. just curious on an ETA. so thank you very much.

#4 dcb2

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Posted 19 June 2011 - 01:10 PM

Thanks for this - both the question and the answer. It's really useful to have an idea of expected time, because, despite recognising everything about factors affecting response times (waiting for expertise etc.) and realising that the volunteer needed to help you might be away on holiday, or have other things to do in their life, and that yes, everyone is a volunteer, when it gets past a week it's natural to start worrying your query has somehow got missed. Thanks again; I'll keep waiting.




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