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A tech-support request how-to

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Wednesday, April 25, 2018

Naturally, all users want their problems resolved as soon as possible. But the huge influx of support requests initially goes through a clarification stage, which is also quite logical. The problem is that in most cases, our support engineers find themselves asking the very same questions. Here are a few examples.

I purchased a license for Dr.Web Security Space but can't manage to install it. A support engineer guided me through the installation steps, but nothing’s working.

But the user has supplied no information whatsoever as to what distribution they are using, what version it is, and how their computer is configured. Naturally, the support engineer replies as follows:

To determine what’s causing the problem, we need a report from the Sysinfo utility. To generate a report, please do the following:

  1. Download the utility at http://download.geo.drweb.com/pub/drweb/tools/dwsysinfo.exeand save it on the desktop. Launch it. Wait while the utility gathers system information.
  2. Once you see a message informing you that an archive was created successfully, click on the link. The folder containing the report will open. The report file's name will be generated according to this template: Computer_name_user_login_date_time.zip.
  3. Attach the file to your next comment in this ticket (Browse → Attach a file).

To collect the information needed by the support engineers to analyse your problem, you can use the relevant feature in Dr.Web Anti-virus and Dr.Web Security Space, or you can use the Sysinfo utility.

Sysinfo gathers system information, including the hardware configuration, installed applications, and anti-virus logs. The corresponding Dr.Web Anti-virus and Dr.Web Security Space features do exactly the same thing. The only difference is that the utility can be used on a computer that has no anti-virus installed on it.

By the way, anti-virus logs are stored here: "c:\ProgramData\Doctor Web\Logs\..". If, for some reason, even the utility can't be launched, you can send all the contents of the folder to our support engineers.

A malicious program appeared in a corporate network. The anti-virus detects it and moves it to the quarantine. The same file can be detected as many as two thousand times per day. How can we get rid of it?

That's all the information the user has provided. What anti-virus version and desktop configurations are being used in the network? No malicious sample was attached to the report either. Of course, the support engineers have to ask the usual questions:

  1. To understand what kind of malware is involved, we need a sample.
  2. Do infected PCs have anything in common? For example, do they, perhaps, run the same operating system, such as Windows XP?

We need additional information from any PC on which the file has been detected. Please do the following:

  1. Download an application from: http://download.geo.drweb.com/pub/drweb/tools/dwsysinfo.exe
  2. Launch the program, and click the Generate report button (collating the system information may take some time).
  3. Attach the generated archive (the filename will have the zip extension) to your next message.

The anti-virus won't update; I can’t generate a report, not using the utility (an error message is displayed) and not using the anti-virus (it restarts).

What anti-virus and error message are we talking about?

Two more examples.

The computer is working very slowly, and a notification appears about a process being blocked. A full system scan has exposed no malware. What can I do?

Dear Sir/Madam; I have just one question for you: how can the same hacking tools appear in a system a day or two after a full system scan?

I think you can guess what questions the support engineers asked the users.

#anti-virus_scan #support

The Anti-virus Times recommends

A technical support engineer has to respond to a large number of concurrent requests. An engineer asks you a question and then turns their attention to other users' problems.

If you are contacting our technical support service, provide as many details as you can about your problem. Attach the files causing the problems as well as error message screenshots; generate a report file; and describe the actions that led to this particular situation.

This will help us resolve your issue much more quickly.

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