{"id":33609,"date":"2019-10-31T21:53:43","date_gmt":"2019-10-31T18:53:43","guid":{"rendered":"https:\/\/prohoster.info\/blog\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb\/"},"modified":"2019-10-31T21:53:43","modified_gmt":"2019-10-31T18:53:43","slug":"cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","status":"publish","type":"post","link":"https:\/\/prohoster.info\/pt\/blog\/administrirovanie\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","title":{"rendered":"CJM para falso positivo do antiv\u00edrus DrWeb","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Cap\u00edtulo em que o Doctor Web remove o DLL do servi\u00e7o Samsung Magician, alegando ser um trojan, e para deixar um pedido no suporte t\u00e9cnico, n\u00e3o basta se registrar no portal, \u00e9 necess\u00e1rio informar o n\u00famero de s\u00e9rie. O qual, evidentemente, n\u00e3o existe, porque DrWeb envia uma chave ao se registrar, e o n\u00famero de s\u00e9rie \u00e9 gerado no processo de registro e n\u00e3o \u00e9 armazenado em lugar nenhum. Durante o processo, al\u00e9m do n\u00famero de s\u00e9rie, \u00e9 necess\u00e1rio inserir DUAS captchas escritas \u00e0 m\u00e3o: ao fazer login e ao enviar o pedido ao suporte t\u00e9cnico.
\nA situa\u00e7\u00e3o \u00e9 fant\u00e1stica: no mar do oceano h\u00e1 uma ilha, naquela ilha h\u00e1 um carvalho, debaixo do carvalho h\u00e1 um ba\u00fa enterrado, dentro do ba\u00fa h\u00e1 uma lebre, dentro da lebre h\u00e1 um pato, dentro do pato h\u00e1 um ovo, dentro do ovo h\u00e1 uma agulha, e na agulha est\u00e1 a morte de Koschei. Eu sei que ter a possibilidade de entrar em contato com o suporte t\u00e9cnico escondida dessa maneira \u00e9 uma tend\u00eancia. Mas n\u00e3o at\u00e9 esse ponto. <\/p>\n

Vou explicar como corrigir isso.<\/p>\n

\"CJM
\n
\n<\/a><\/noindex>
\nSou pesquisador e, ao resolver tarefas de UX, geralmente dou aos usu\u00e1rios tarefas para executar cen\u00e1rios em aplicativos. Mas a vida \u00e9 muito mais rica e apresenta cen\u00e1rios inesperados aos pr\u00f3prios pesquisadores.<\/p>\n

Uso o antiv\u00edrus DrWeb h\u00e1 bastante tempo, desde os anos 2000, e j\u00e1 me deparei v\u00e1rias vezes com falsos positivos. O DrWeb j\u00e1 removeu o FastStone Image Viewer, pensando que o processamento em lote de imagens era uma a\u00e7\u00e3o de \"ransomware\". E antes disso, o DrWeb removeu o Steam.exe. Enfim, nunca isso aconteceu antes, e aqui estamos de novo. <\/p>\n

O antiv\u00edrus pediu para reiniciar. Nada previa isso. Reiniciei e vi a mensagem de que o DrWeb detectou e removeu os seguintes objetos maliciosos: bcom.dll do diret\u00f3rio Samsung Magician, em Program Files. A causa foi a amea\u00e7a Trojan.MonsterInstall.8. <\/p>\n

\"CJM
\n
\nO que fiz a seguir est\u00e1 refletido neste mapa de experi\u00eancia do usu\u00e1rio:
\n\"CJM
\nGrande mapa<\/a><\/noindex><\/p>\n

V\u00e1rias capturas de tela para que voc\u00ea compreenda a magnitude do problema:
\n\"CJM
\n
\nPara utilizar o 'Suporte', \u00e9 necess\u00e1rio saber que ele \u00e9 realizado atrav\u00e9s do site DrWEB. Lembro que foi dif\u00edcil para mim encontrar isso na \u00faltima vez. E o que deve fazer um usu\u00e1rio que n\u00e3o tem essa experi\u00eancia?
\n\"CJM
\n
\nEssas restri\u00e7\u00f5es para entrar em contato com o suporte t\u00e9cnico visam minimizar os pedidos. Veja quantas a\u00e7\u00f5es voc\u00ea, como usu\u00e1rio, precisa realizar para resolver o problema?<\/p>\n

\"CJM
\n
\nAs operadoras de telefonia m\u00f3vel fazem da mesma forma, introduzindo um menu de voz (IVR) ao entrar em contato com o suporte. Isso minimiza a carga no centro de atendimento, uma vez que muitos assinantes n\u00e3o esperam por uma resposta ou n\u00e3o conseguem lidar com o menu de voz, e resolvem seu problema de outra maneira, como atrav\u00e9s do site.<\/p>\n

Mas no DrWEB este \u00e9 o \u00daNICO canal de suporte. N\u00e3o consigo resolver meu problema com alarmes falsos por outros canais.<\/p>\n

O que poderia ser melhorado?<\/b><\/p>\n

\"CJM
\nGrande mapa<\/a><\/noindex><\/p>\n

Entendo que melhorar a experi\u00eancia do usu\u00e1rio ao entrar em contato com o suporte t\u00e9cnico pode ser custoso. Mas ao menos poderia-se remover os captchas, automatizar o envio de relat\u00f3rios e arquivos para an\u00e1lise e tornar a autentica\u00e7\u00e3o no portal a partir do aplicativo mais flu\u00edda. Ajudar os usu\u00e1rios em situa\u00e7\u00f5es dif\u00edceis influencia na lealdade.<\/p>\n

Fonte: habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

\u0413\u043b\u0430\u0432\u0430, \u0432 \u043a\u043e\u0442\u043e\u0440\u043e\u0439 Doctor Web \u0443\u0434\u0430\u043b\u044f\u0435\u0442 DLL \u0441\u0435\u0440\u0432\u0438\u0441\u0430 Samsung Magician, \u043e\u0431\u044a\u044f\u0432\u0438\u0432 \u0435\u0433\u043e \u0442\u0440\u043e\u044f\u043d\u043e\u043c, \u0430 \u0434\u043b\u044f \u0442\u043e\u0433\u043e, \u0447\u0442\u043e\u0431\u044b \u043e\u0441\u0442\u0430\u0432\u0438\u0442\u044c \u0437\u0430\u043f\u0440\u043e\u0441 \u0432 \u0441\u043b\u0443\u0436\u0431\u0435 \u0442\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438, \u043d\u0443\u0436\u043d\u043e \u043d\u0435 \u043f\u0440\u043e\u0441\u0442\u043e \u0437\u0430\u0440\u0435\u0433\u0438\u0441\u0442\u0440\u0438\u0440\u043e\u0432\u0430\u0442\u044c\u0441\u044f \u043d\u0430 \u043f\u043e\u0440\u0442\u0430\u043b\u0435, \u0430 \u0443\u043a\u0430\u0437\u0430\u0442\u044c \u0441\u0435\u0440\u0438\u0439\u043d\u044b\u0439 \u043d\u043e\u043c\u0435\u0440. \u041a\u043e\u0435\u0433\u043e, \u0440\u0430\u0437\u0443\u043c\u0435\u0435\u0442\u0441\u044f \u043d\u0435\u0442, \u043f\u043e\u0442\u043e\u043c\u0443 \u0447\u0442\u043e DrWeb \u0432\u044b\u0441\u044b\u043b\u0430\u0435\u0442 \u043f\u0440\u0438 \u0440\u0435\u0433\u0438\u0441\u0442\u0440\u0430\u0446\u0438\u0438 \u043a\u043b\u044e\u0447, \u0430 \u0441\u0435\u0440\u0438\u0439\u043d\u0438\u043a \u0433\u0435\u043d\u0435\u0440\u0438\u0440\u0443\u0435\u0442\u0441\u044f \u0432 \u043f\u0440\u043e\u0446\u0435\u0441\u0441\u0435 \u0440\u0435\u0433\u0438\u0441\u0442\u0440\u0430\u0446\u0438\u0438 \u043f\u043e \u043a\u043b\u044e\u0447\u0443 \u2014 \u0438 \u043d\u0435 \u0445\u0440\u0430\u043d\u0438\u0442\u0441\u044f \u041d\u0418\u0413\u0414\u0415. […]<\/p>\n","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"author":1,"featured_media":25300,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[688],"tags":[],"class_list":["post-33609","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-administrirovanie"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\n","aioseo_head_json":{"title":"\ud83e\udd47CJM para alarmes falsos do antiv\u00edrus DrWeb | ProHoster","description":"Cap\u00edtulo em que o Doctor Web remove a DLL do servi\u00e7o Samsung Magician, declarando-a como um trojan, e para deixar um pedido no suporte t\u00e9cnico, n\u00e3o \u00e9 s\u00f3 necess\u00e1rio se registrar no portal, mas tamb\u00e9m indicar o n\u00famero de s\u00e9rie.","canonical_url":"https:\/\/prohoster.info\/pt\/blog\/administrirovanie\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","robots":"max-image-preview:large","keywords":"","webmasterTools":{"miscellaneous":""},"schema":null,"og:locale":"pt_PT","og:site_name":"ProHoster | \u041a\u0443\u043f\u0438\u0442\u044c \u043d\u0430\u0434\u0435\u0436\u043d\u044b\u0439 \u0445\u043e\u0441\u0442\u0438\u043d\u0433 \u0434\u043b\u044f \u0441\u0430\u0439\u0442\u043e\u0432 \u0441 \u0437\u0430\u0449\u0438\u0442\u043e\u0439 \u043e\u0442 DDoS, VPS VDS \u0441\u0435\u0440\u0432\u0435\u0440\u044b","og:type":"article","og:title":"\ud83e\udd47CJM \u0434\u043b\u044f \u043b\u043e\u0436\u043d\u043e\u0433\u043e \u0441\u0440\u0430\u0431\u0430\u0442\u044b\u0432\u0430\u043d\u0438\u044f \u0430\u043d\u0442\u0438\u0432\u0438\u0440\u0443\u0441\u0430 DrWeb | ProHoster","og:description":"\u0413\u043b\u0430\u0432\u0430, \u0432 \u043a\u043e\u0442\u043e\u0440\u043e\u0439 Doctor Web \u0443\u0434\u0430\u043b\u044f\u0435\u0442 DLL \u0441\u0435\u0440\u0432\u0438\u0441\u0430 Samsung Magician, \u043e\u0431\u044a\u044f\u0432\u0438\u0432 \u0435\u0433\u043e \u0442\u0440\u043e\u044f\u043d\u043e\u043c, \u0430 \u0434\u043b\u044f \u0442\u043e\u0433\u043e, \u0447\u0442\u043e\u0431\u044b \u043e\u0441\u0442\u0430\u0432\u0438\u0442\u044c \u0437\u0430\u043f\u0440\u043e\u0441 \u0432 \u0441\u043b\u0443\u0436\u0431\u0435 \u0442\u0435\u0445\u043f\u043e\u0434\u0434\u0435\u0440\u0436\u043a\u0438, \u043d\u0443\u0436\u043d\u043e \u043d\u0435 \u043f\u0440\u043e\u0441\u0442\u043e \u0437\u0430\u0440\u0435\u0433\u0438\u0441\u0442\u0440\u0438\u0440\u043e\u0432\u0430\u0442\u044c\u0441\u044f \u043d\u0430 \u043f\u043e\u0440\u0442\u0430\u043b\u0435, \u0430 \u0443\u043a\u0430\u0437\u0430\u0442\u044c \u0441\u0435\u0440\u0438\u0439\u043d\u044b\u0439 \u043d\u043e\u043c\u0435\u0440.","og:url":"https:\/\/prohoster.info\/pt\/blog\/administrirovanie\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","og:image":"https:\/\/prohoster.info\/wp-content\/uploads\/2021\/11\/logo-350.jpg","og:image:secure_url":"https:\/\/prohoster.info\/wp-content\/uploads\/2021\/11\/logo-350.jpg","og:image:width":350,"og:image:height":350,"article:published_time":"2019-10-31T18:53:43+00:00","article:modified_time":"2019-10-31T18:53:43+00:00","article:publisher":"https:\/\/www.facebook.com\/prohoster","article:author":"https:\/\/www.facebook.com\/prohoster"},"aioseo_meta_data":{"post_id":"33609","title":null,"description":null,"keywords":null,"keyphrases":null,"primary_term":null,"canonical_url":null,"og_title":null,"og_description":null,"og_object_type":"default","og_image_type":"default","og_image_url":null,"og_image_width":null,"og_image_height":null,"og_image_custom_url":null,"og_image_custom_fields":null,"og_video":null,"og_custom_url":null,"og_article_section":null,"og_article_tags":null,"twitter_use_og":false,"twitter_card":"default","twitter_image_type":"default","twitter_image_url":null,"twitter_image_custom_url":null,"twitter_image_custom_fields":null,"twitter_title":null,"twitter_description":null,"schema":{"blockGraphs":[],"customGraphs":[],"default":{"data":{"Article":[],"Course":[],"Dataset":[],"FAQPage":[],"Movie":[],"Person":[],"Product":[],"ProductReview":[],"Car":[],"Recipe":[],"Service":[],"SoftwareApplication":[],"WebPage":[]},"graphName":"","isEnabled":true},"graphs":[]},"schema_type":null,"schema_type_options":null,"pillar_content":false,"robots_default":true,"robots_noindex":false,"robots_noarchive":false,"robots_nosnippet":false,"robots_nofollow":false,"robots_noimageindex":false,"robots_noodp":false,"robots_notranslate":false,"robots_max_snippet":null,"robots_max_videopreview":null,"robots_max_imagepreview":"large","priority":null,"frequency":null,"local_seo":null,"seo_analyzer_scan_date":"2026-01-21 15:59:19","breadcrumb_settings":null,"limit_modified_date":false,"reviewed_by":null,"ai":null,"created":"2021-02-28 17:22:44","updated":"2026-01-21 15:59:19","focus_keyword":null,"additional_keywords":null,"truseo_locale":null},"gt_translate_keys":[{"key":"link","format":"url"}],"_links":{"self":[{"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/posts\/33609","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/comments?post=33609"}],"version-history":[{"count":0,"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/posts\/33609\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/media\/25300"}],"wp:attachment":[{"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/media?parent=33609"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/categories?post=33609"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/prohoster.info\/pt\/wp-json\/wp\/v2\/tags?post=33609"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}