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An anti-virus in extreme conditions

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The latest fad has been to reason and act this way: If the anti-virus fails to detect a threat or a user assumes that it is responsible for system performance issues, then that's it; this inferior piece of code (in their support requests, resentful users ascribe many unpleasant names to our applications) must be wiped off the hard drive and replaced with a new one, the market leader. Have you ever been in such a situation? Just be honest. 😊

And when an angry user demands that we give them back their "hard-earned money", we don't refund their order immediately. Instead, we request with monotonous persistence that they send us the Dr.Web log to see for ourselves whether Dr.Web is actually guilty or not. And, believe it or not, a detailed examination usually reveals that the anti-virus is not at fault.

For example, here is another recent request submitted to Doctor Web Technical Support:

Unauthorised system login resulting in deletion of IMPORTANT INFORMATION—10 gigabytes of data.

Here is our experts' conclusion regarding what was behind the incident:

Multiple system log entries about a bad block at \Device\Harddisk1\DR1 indicate that the hard drive has issues, which may result in all kinds of problems, including unstable operation.

Another example:

When the system boots up, the anti-virus won't come out of its loading loop. Trying to start the scanner results in error 1722.

And, once again, our experts' conclusion:

The log indicates that your hard drive is approaching a state of disrepair. My first recommendation is to back up all your important data from this disk to another reliable location on a different hard drive or in cloud storage.

Then run disk diagnostics or replace it. Neither the anti-virus nor any other application can operate normally on top of a disk that is in such a state.

And one more example:

I start a full scan on my Asus laptop, but the scan is never completed. The laptop shuts down before scanning is over. Initially, it ran Windows 7; now I use Windows 10. No viruses are discovered during an express scan.

And, again, the conclusion:

Ample evidence suggests that your system is overheating. The laptop shuts down to protect the hardware from damage.

#anti-virus #myth #responsibility #support #psychology

The Anti-virus Times recommends

Every Dr.Web license covers free technical support. Trial license users (a three-month evaluation license for home users and a one-month trial license for businesses) are also entitled to free support. You can check whether the anti-virus is compatible with the software you are using before you actually purchase a license.

Our technical support engineers make sure that the anti-virus runs smoothly on any PC. If necessary, they enlist users' help to understand what is causing problems that come up.

That's why we suggest that users don't jump to conclusions and contact us if something has gone wrong. Another application's settings or malfunctioning hardware may interfere with the anti-virus's normal operation. We will help you understand what's wrong and provide guidelines on how the problem can be solved.

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