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#1 scottdfw99

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Posted 17 August 2012 - 03:14 PM

Hello, following this forums direction as it's been more than 3 days since I originally posted and no response yet. http://www.bleepingcomputer.com/forums/topic465110.html/page__p__2804443__fromsearch__1#entry2804443

Thanks in advance for your help!

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#2 Elise

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Posted 17 August 2012 - 03:23 PM

Hello

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 others with malware issues. Although our Malware Response Team members work on hundreds of requests each day, they are all volunteers who work logs when they can and are able to do so. No one is paid by Bleeping Computer for their assistance to our members.

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, neither of us want someone to assist you who is not familiar with your issue and attempt to fix it.

We ask that once you have posted your log and are waiting, please DO NOT "bump" your thread or make further replies until it has been responded to by a member of the Malware Response Team. The reason we ask this or do not respond to your requests is because that would remove you from the active queue that Techs and Staff have access to. The malware 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.

Please be patient. It may take several days, up to a week, perhaps less, to get a response but your log will be reviewed and answered as soon as possible. I advise checking your topic once a day for responses as the e-mail notification system is unreliable.

Thank you for understanding.

Elise

regards, Elise


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#3 Animal

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Posted 17 August 2012 - 03:33 PM

One small addition to what Elise said. The three day no reply suggestion is only for the Am I Infected forum. And those posts should be as replies to this topic: http://www.bleepingcomputer.com/forums/topic400074.html The Malware Logs forum uses a different type of queue for the helpers to track and find topics to help with.

Thank you for your understanding. You will be helped soon.

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