Does Tech Support Really Exist?

Andio

Hi

I've had mysterious items that BD found in my rootkit months ago. And months ago I was given a set of instructions by Stefan to run a deep system scan, send him a log file, run a AVIS and GERM, etc and send them to him, etc. I was told that DB would look at the files I sent and tell me how to proceed. But I've never gotten an answer! This original attempt to deal with the issue was under

Ticket ID:200807021006332.

Last week I got on the chat window with a DB tech guy who told me the ticket id issue was too old and I should run a deep system scan again. When I asked him why BD didn't respond to my files sent earlier, he simply disconnected from the chat. (I can't remember his name or I'd post it).

Yesterday, I got on a chat again and spoke with Stephen who said that I should run a deep system scan and email the log in (Ticket ID:200811181000861). He said once they receive the log they'll let me know within 2 hours what I should do. Well I scanned and sent the log in last night (Monday, Nov 17th); and I expected to hear something from BD tech support sometime today. Well, it's now 3:40 PM PST and no sign from them, despite an earlier email asking what was going on.

I just tried to access the tech chat window but it seems to be down and only gives me the email button (which does not work!). I've now been on hold on the BD tech support phone line now for about 30 minutes and I don't have faith that I'll get through.

Also, the tech chat support doesn't work on my PC, not in IE6 or Mozilla. So I'm on my Mac. What's up with that?

So what can I do about this rootkit issue?

Why didn't BD support answer me months ago?

Why didn't the 2-hour response time hold?

Should I look for another antivirus/protection vendor for my PC?

Thanks

Andio

Mariajohn

Try clearing your cache. You may be seeing an old page that is cached on your system or on another computer. The further away from California that you are, the more likely that the page(s) are being cached somewhere else (like your ISP), preventing you from seeing your changes since the old page is still in the cache.

One suggestion is to add headers that will prevent most caches from holding your pages. In .php these lines seem to work:

header("Expires: Mon, 26 Jul 1997 05:00:00 GMT"); // Date in the past -- to prevent caching

header("Last-Modified: ".gmdate('D, d M Y H:i:s')." GMT");// always modified -- to prevent caching

header("Cache-Control: no-cache, must-revalidate"); // HTTP/1.1 -- to prevent caching

header("Pragma: no-cache");

There are also some .html <meta> tags that are honored by some caches. Since almost all my sites are .php now, i don't know the .html tags...

BTW, this does not appear to be a problem that PowWeb has any control over. Their support would not be able to duplicate the problem & might delay an answer due to that reason (and because of the holiday).

Andio

Sorry to sound so ignorant, but what does clearing my cache in my two browsers have to do with hidden rootkit items? I can actually see what these hidden rootkit items are, graphic files, but am worried they may be infected or perhaps their names are a mask for their true malicious identity.

Again, I still haven't heard a single thing back from Bit Defender! Great tech support, huh.

Try clearing your cache. You may be seeing an old page that is cached on your system or on another computer. The further away from California that you are, the more likely that the page(s) are being cached somewhere else (like your ISP), preventing you from seeing your changes since the old page is still in the cache.

One suggestion is to add headers that will prevent most caches from holding your pages. In .php these lines seem to work:

header("Expires: Mon, 26 Jul 1997 05:00:00 GMT"); // Date in the past -- to prevent caching

header("Last-Modified: ".gmdate('D, d M Y H:i:s')." GMT");// always modified -- to prevent caching

header("Cache-Control: no-cache, must-revalidate"); // HTTP/1.1 -- to prevent caching

header("Pragma: no-cache");

There are also some .html <meta> tags that are honored by some caches. Since almost all my sites are .php now, i don't know the .html tags...

BTW, this does not appear to be a problem that PowWeb has any control over. Their support would not be able to duplicate the problem & might delay an answer due to that reason (and because of the holiday).

Andio

" /> Just wondering when a Bit Defender forum moderator will chime in on this. Anyone around?

BTW, I still haven't received any email response from Bit Defender, nor did anyone pick up on the chat support this morning.