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Any advices?


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#1 Darapan

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Posted 26 January 2014 - 06:41 PM

So, this is my 2nd topic here, my first one (link) was created on 19th this month, after 5 days HelpBot sent a message and I replied (and selected the correct option in that other page). Now we're heading to the 27th and I really don't want to sound inconsiderate (I really appreciate the work you're doing here for free and would like to help if I could but anyway), but, given the amount of time that has passed (and taking into consideration that topics created later already received an answer) I'm wondering wether there's any problem with my topic at all.

 

Is it not being responded to because I don't have a DDS report (I tried 5 times), or has it just fallen out of the radar and someone will still look into it or is it something else? I mean, if for any reasons any decision has been made not to answer, please just keep me informed so I can find a solution elsewhere.

 

Sorry if I've posted at the wrong place but I didn't feel like bumping the topic or guys over there would think the case was already taken and it'd take even more time.

 

Thanks for all the hard work.



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#2 Animal

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Posted 26 January 2014 - 06:53 PM

Your log is still in the queue to be responded to.

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.

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