{"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\/ro\/blog\/administrirovanie\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","title":{"rendered":"CJM pentru alarm\u0103rile false ale antivirusului DrWeb","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Capitolul \u00een care Doctor Web \u0219terge DLL-ul serviciului Samsung Magician, declar\u00e2ndu-l un troian, iar pentru a l\u0103sa o solicitare \u00een serviciul de asisten\u021b\u0103 tehnic\u0103, nu este suficient s\u0103 te \u00eenregistrezi pe portal, ci trebuie s\u0103 specifici num\u0103rul de serie. Ceea ce, desigur, nu exist\u0103, deoarece Dr.Web trimite un cod la \u00eenregistrare, iar seria este generat\u0103 \u00een procesul de \u00eenregistrare pe baza codului \u2014 \u0219i nu este stocat\u0103 NIC\u0102IERI. \u00cen proces, pe l\u00e2ng\u0103 num\u0103rul de serie, trebuie s\u0103 introduci DOU\u0102 captcha personalizate: la autentificare \u0219i la trimiterea solicit\u0103rii \u00een serviciul de asisten\u021b\u0103 tehnic\u0103.
\nSitua\u021bia este fabuloas\u0103: la mare, pe ocean, exist\u0103 o insul\u0103, pe acea insul\u0103 se afl\u0103 un stejar, sub stejar este \u00eengropat un cuf\u0103r, \u00een cuf\u0103r \u2014 un iepure, \u00een iepure \u2014 o ra\u021b\u0103, \u00een ra\u021b\u0103 \u2014 un ou, \u00een ou \u2014 un ac, iar \u00een ac \u2014 moartea lui Kociu. \u0218tiu c\u0103 o posibilitate ascuns\u0103 astfel de a contacta asisten\u021ba tehnic\u0103 este o tendin\u021b\u0103. Dar nu p\u00e2n\u0103 la acest punct. <\/p>\n

Voi spune cum se poate \u00eembun\u0103t\u0103\u021bi situa\u021bia.<\/p>\n

\"CJM
\n
\n<\/a><\/noindex>
\nSunt cercet\u0103tor, iar atunci c\u00e2nd rezolv probleme de UX, de obicei le ofer utilizatorilor sarcini pentru a \u00eendeplini scenarii \u00een aplica\u021bii. Dar via\u021ba este mult mai bogat\u0103 \u0219i le ofer\u0103 cercet\u0103torilor scenarii nea\u0219teptate.<\/p>\n

Folosesc antivirusul DrWeb de ceva vreme, \u00eenc\u0103 din anii 2000, \u0219i m-am confruntat de mai multe ori cu alarme fals pozitive. DrWeb mi-a \u0219ters deja FastStone image viewer, confund\u00e2nd procesarea \u00een lot a imaginilor cu activitatea unui \u00absoftware de tip ransomware\u00bb. \u0218i \u00eenainte de asta, DrWeb mi-a \u0219ters Steam.exe. \u00cen general, nu s-a mai \u00eent\u00e2mplat a\u0219a ceva, \u0219i iat\u0103 c\u0103 s-a \u00eent\u00e2mplat din nou. <\/p>\n

Antivirusul a cerut o repornire. Nimic nu prevedea asta. M-am repornit \u0219i am v\u0103zut un mesaj c\u0103 DrWeb a detectat \u0219i a \u0219ters urm\u0103toarele obiecte malware: bcom.dll din directorul Samsung Magician, \u00een Program Files. Motivul a fost amenin\u021barea Trojan.MonsterInstall.8. <\/p>\n

\"CJM
\n
\nCe am f\u0103cut mai departe, este reflectat pe aceast\u0103 hart\u0103 a experien\u021bei utilizatorului:
\n\"CJM
\nHarta mare<\/a><\/noindex><\/p>\n

C\u00e2teva capturi de ecran, pentru a \u00een\u021belege amploarea problemei:
\n\"CJM
\n
\nPentru a putea utiliza \u00abAsisten\u021ba\u00bb, trebuie s\u0103 \u0219tii c\u0103 aceasta se realizeaz\u0103 prin site-ul DrWEB. \u00cemi amintesc c\u0103 mi-a luat mult timp s\u0103 g\u0103sesc acest lucru data trecut\u0103. \u0218i ce ar trebui s\u0103 fac\u0103 un utilizator care nu are astfel de experien\u021b\u0103?
\n\"CJM
\n
\n\u00cen esen\u021b\u0103, toate aceste restric\u021bii pentru a contacta asisten\u021ba tehnic\u0103 sunt menite s\u0103 minimizeze apelurile. Vede\u021bi c\u00e2te ac\u021biuni trebuie s\u0103 face\u021bi, ca utilizator, pentru a rezolva problema?<\/p>\n

\"CJM
\n
\nOperatorii de telefonie mobil\u0103 procedeaz\u0103 exact la fel, introduc\u00e2nd un sistem de meniu vocal (IVR) atunci c\u00e2nd contacteaz\u0103 serviciul de asisten\u021b\u0103. Aceasta minimizeaz\u0103 sarcina centrului de contact, deoarece mul\u021bi abona\u021bi nu a\u0219teapt\u0103 r\u0103spunsul sau nu reu\u0219esc s\u0103 se descurce cu meniul vocal, rezolv\u00e2ndu-\u0219i problema \u00een alt mod, de exemplu, prin site.<\/p>\n

Dar la DrWEB acesta este SINGURUL canal de suport. Nu pot s\u0103 \u00eemi rezolv problema cu alarmele false prin alte canale.<\/p>\n

Ce s-ar putea \u00eembun\u0103t\u0103\u021bi?<\/b><\/p>\n

\"CJM
\nHarta mare<\/a><\/noindex><\/p>\n

\u00cen\u021beleg c\u0103 \u00eembun\u0103t\u0103\u021birea experien\u021bei utilizatorului \u00een interac\u021biunea cu asisten\u021ba tehnic\u0103 poate fi costisitoare. Dar m\u0103car ar putea fi eliminate captchas, automatizat\u0103 trimiterea de rapoarte \u0219i fi\u0219iere pentru analiz\u0103 \u0219i realizat\u0103 o autentificare fluid\u0103 pe portal din aplica\u021bie. Ajutorul utilizatorilor \u00een situa\u021bii dificile influen\u021beaz\u0103 loialitatea.<\/p>\n

Sursa: 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. 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