{"id":39218,"date":"2019-10-31T22:28:31","date_gmt":"2019-10-31T19:28:31","guid":{"rendered":"https:\/\/prohoster.info\/blog\/strah-bol-i-nenavist-tehnicheskoj-podderzhki\/"},"modified":"2019-10-31T22:28:31","modified_gmt":"2019-10-31T19:28:31","slug":"strah-bol-i-nenavist-tehnicheskoj-podderzhki","status":"publish","type":"post","link":"https:\/\/prohoster.info\/ro\/blog\/administrirovanie\/strah-bol-i-nenavist-tehnicheskoj-podderzhki","title":{"rendered":"Frica, durerea \u0219i ura \u00een suportul tehnic","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

\"Frica,Habr \u2014 nu este un caiet de sugestii. Acest articol este despre instrumentele gratuite de la Nirsoft pentru administratorii de sistem Windows.<\/p>\n

Atunci c\u00e2nd se solicit\u0103 suport tehnic, de multe ori oamenii simt stres. Unii \u00ee\u0219i fac griji c\u0103 nu vor putea explica problema \u0219i vor p\u0103rea ridicoli. Al\u021bii sunt cople\u0219i\u021bi de emo\u021bii \u0219i le este greu s\u0103 \u00ee\u0219i controleze indignarea fa\u021b\u0103 de calitatea serviciului \u2014 pentru c\u0103 \u00eenainte nu a fost nicio \u00eentrerupere!
\n<\/a><\/noindex>
\n\u00cemi place, de exemplu, suportul tehnic de la Veeam. R\u0103spund nu foarte repede, dar exact \u0219i la subiect. Chiar sunt bucuros s\u0103 scriu la ei pentru lucruri m\u0103runte, pentru a \u00eenv\u0103\u021ba c\u00e2te o nou\u0103 caracteristic\u0103.<\/p>\n

Suportul tehnic de la DeviceLock este destul de bun. Experien\u021ba veteranilor lor merit\u0103 respect. Aproape dup\u0103 fiecare solicitare, adaug c\u00e2teva r\u00e2nduri de \u201eCuno\u0219tin\u021be Secrete\u201d \u00een Wiki-ul corporativ. \u00cen plus, ei adun\u0103 rapid versiuni de test ale produsului cu bug-uri corectate \u2014 suportul \u0219i produc\u021bia sunt str\u00e2ns legate.<\/p>\n

ArcServe nu este foarte bun. Reziden\u021bii de pe coastele Oceanului Indian sunt foarte, foarte politicos \u0219i aten\u021bi, dar altceva bun nu pot spune. Dac\u0103 nu exist\u0103 o KB gata, via\u021ba ta va fi trist\u0103.<\/p>\n

Un caz aparte este suportul tehnic al liderului nostru antivirus \u2014 Laboratorul Kaspersky. La fel cum o persoan\u0103 am\u00e2n\u0103 vizita la dentist, \u0219i eu \u00eencerc p\u00e2n\u0103 \u00een ultimul moment s\u0103 nu scriu acolo. Pentru c\u0103 va fi lung, dureros \u0219i cu un rezultat imprevizibil. Nu po\u021bi alege medicii, chiar dac\u0103 ai 5000 de ruble pentru licen\u021be \u2014 te trateaz\u0103 cine se nimere\u0219te. \u0218i se pare c\u0103 \u0219i eu sunt oarecum doctor (bine, nu doctor, dar ucenic), m\u0103 sup\u0103r\u0103 de dou\u0103 ori.<\/p>\n

La subiect.<\/p>\n

Actualiz\u0103m Kaspersky Security for Windows Server de la versiunea 10.1.1 la 10.1.2. Opera\u021biunea este simpl\u0103, dar noi \u0219tim. \u00cen cadrul unei noi zile de remediere de la Microsoft, am observat c\u0103 actualiz\u0103rile nu s-au instalat pe un grup mare de servere.<\/p>\n

S-a descoperit c\u0103 pe servere s-au oprit serviciile wuauserv \u0219i BITS, iar la pornire apare eroarea:<\/p>\n

\"Frica,
\n
\nDup\u0103 ce am tratat pornirea cu remedii populare<\/p>\n

sc config wuauserv type= own\nsc config bits type= own\n<\/code><\/pre>\n
\nAm realizat c\u0103 \u00eentre servere exist\u0103 ceva comun \u2014 100% din pacien\u021bi au avut recent instalat KSWS 10.1.2.<\/p>\n
A durut foarte tare, am deschis o solicitare.<\/p>\n
Bun\u0103 ziua! 
\nDup\u0103 upgrade-ul de la 10.1.1 la 10.1.2.996, pe c\u00e2teva servere s-au stricat serviciile BITS \u0219i Windows Update.
\nLa pornire apare eroarea: 1290
\nEste apari\u021bia erorii legat\u0103 de instalarea produsului? <\/p><\/blockquote>\n
 R\u0103spunsul nu a \u00eent\u00e2rziat s\u0103 apar\u0103.<\/p>\n
Bun\u0103 ziua, Mihail!
\nKaspersky Security 10 pentru Windows Server la instalarea sau actualizarea versiunii nu ia \u00een considerare serviciile existente \u0219i nici nu verific\u0103\/modific\u0103 set\u0103rile acestora. \n<\/p><\/blockquote>\n
Au spus - ca un cu\u021bit t\u0103iat.<\/p>\n
O c\u0103utare rapid\u0103 pe Google a ar\u0103tat c\u0103 problema exist\u0103, cel pu\u021bin a existat. \u00eentr-o alt\u0103 versiune.<\/a><\/noindex>.<\/p>\n
Am scris \u00eenapoi - iat\u0103 c\u0103 ni\u0219te oameni de\u0219tep\u021bi spun c\u0103 problema a fost mai devreme, poate a r\u0103mas \u0219i acum? Am furnizat informa\u021biile tehnice standard.<\/p>\n
7 zile (\u0219apte zile, Karl!) suportul tehnic a p\u0103strat t\u0103cerea. Rezultatul nu a fost \u00eencurajator. \u00cel redau \u00eentr-o form\u0103 redus\u0103:<\/p>\n
Mihail, bun\u0103 ziua!<\/p>\n
\u00cen cazul dumneavoastr\u0103, dezactivarea serviciilor dup\u0103 actualizarea produsului este legat\u0103 de set\u0103rile individuale sau de grup ale sistemului de operare (concluziile mele sunt bazate pe analiza raportului trimis de dumneavoastr\u0103). <\/p>\n
V\u0103 recomand s\u0103 investiga\u021bi \u00een profunzime func\u021bionarea serviciilor de sistem. Mi-ar pl\u0103cea s\u0103 v\u0103 ajut \u00een acest sens, totu\u0219i, acest lucru se \u00eencadreaz\u0103 \u00een competen\u021ba suportului Microsoft, c\u0103ci solu\u021bia pe care a\u021bi indicat-o este func\u021bional\u0103 \u0219i necesit\u0103 doar o introducere unic\u0103.<\/p>\n
De la mine, vreau s\u0103 adaug c\u0103 ambele servicii pe care le-a\u021bi men\u021bionat se refer\u0103 la actualizarea sistemului de operare \u0219i nu influen\u021beaz\u0103 \u00een niciun fel func\u021bionarea produsului nostru, astfel nici gradul de protec\u021bie al dumneavoastr\u0103.<\/b>. <\/p><\/blockquote>\n
 Iat\u0103 \u0219i sf\u00e2r\u0219itul. P\u0103cat.<\/p>\n
Bine, dac\u0103 Laboratorul Kaspersky nu poate g\u0103si defectul, solda\u021bii N trebuie s\u0103-l g\u0103seasc\u0103 singuri.<\/p>\n
Configurarea serviciilor Windows se p\u0103streaz\u0103 \u00een ramura de registru:<\/p>\n
HKLM\ntSystem\nCurrentControlSet\nservices<\/code><\/pre>\n
\n\u00cen sistemul de fi\u0219iere nu se p\u0103streaz\u0103 nimic util, \u00een afar\u0103 de fi\u0219iere binare.<\/p>\n
Cu ce monitoriz\u0103m registrul? Cel mai universal instrument este - Process Monitor de la Sysinternals.<\/a><\/noindex>. <\/p>\n
Ce nu este \u00een regul\u0103 cu Process Monitor? Este extrem de complicat s\u0103 g\u0103se\u0219ti ceva, dac\u0103 nu \u0219tii exact ce cau\u021bi. <\/p>\n
\u00cen acela\u0219i timp, exist\u0103 utilitare de la o companie nu at\u00e2t de cunoscut\u0103 Nirsoft.<\/a><\/noindex>. Aceasta lanseaz\u0103 zeci de programe unice - de la monitorizarea conexiunii dispozitivelor USB p\u00e2n\u0103 la citirea cheilor de produse din registru. Dac\u0103 nu a\u021bi auzit niciodat\u0103 de ea - v\u0103 recomand cu c\u0103ldur\u0103 s\u0103 vizita\u021bi site-ul \u0219i s\u0103 evalua\u021bi colec\u021bia. C\u00e2nd am aflat prima dat\u0103 despre ele - parc\u0103 am deschis o cutie cu juc\u0103rii.<\/p>\n
Pentru munca noastr\u0103 va fi util\u0103 utilitarea www.nirsoft.net\/utils\/registry_changes_view.html.<\/a><\/noindex>
\nRegistryChangesView v1.21. O desc\u0103rc\u0103m, lans\u0103m pe server.<\/p>\n
Primul lucru pe care trebuie s\u0103-l facem este un snapshot \u00eenainte de instalare.<\/p>\n
\"Frica,
\n
\nApoi, lans\u0103m Sysinternals Process Monitor, dezactiv\u0103m totul, cu excep\u021bia registrului, \u0219i configur\u0103m salvarea rezultatelor \u00eentr-un fi\u0219ier.<\/p>\n
\"Frica,
\n
\nLans\u0103m procesul de instalare, ne asigur\u0103m c\u0103 totul s-a stricat.
\nFacem a doua captur\u0103 de ecran \u00een RegistryChangesView.
\nCompar\u0103m capturile de ecran \u00eentre ele.<\/p>\n
\"Frica,
\n
\nIat\u0103 ce ne interesa.<\/p>\n
\"Frica,
\n
\n\"Frica,
\n
\nDar cine a f\u0103cut asta? Poate c\u0103 serviciul s-a stricat singur?<\/p>\n
Ne uit\u0103m la logul Process Monitor, \u00eencepem cu filtrarea proceselor:<\/p>\n
\"Frica,
\n
\n\"Frica,
\n
\nLu\u0103m un rezumat pentru registru, sort\u0103m dup\u0103 c\u00e2mpul Writes:<\/p>\n
\"Frica,
\n
\nIat\u0103 \u0219i ceea ce c\u0103utam:<\/p>\n
\"Frica,
\n
\n\"Frica,
\n
\nAsta e tot, prieteni, \u00een 5 minute am g\u0103sit cauza problemei.<\/p>\n
Este cu siguran\u021b\u0103 installerul Kaspersky, \u0219i \u0219tim exact cum stric\u0103 serviciul. Asta \u00eenseamn\u0103 c\u0103 putem s\u0103-l readucem u\u0219or la starea ini\u021bial\u0103.<\/p>\n
Ce concluzii putem trage?<\/p>\n
Sper\u0103 la suport, dar nu te l\u0103sa pe din afar\u0103. Nu trebuie s\u0103 fie lene\u0219. \u00cen\u021belege situa\u021bia.
\nFolose\u0219te uneltele potrivite. Extinde-\u021bi kitul personal de unelte tehnice. \u00cenva\u021b\u0103 instrumentele pe care le folose\u0219ti \u00een fiecare zi.
\nDar dac\u0103 lucrezi tu \u00eensu\u021bi \u00een suport, \u00eencearc\u0103 s\u0103 \u00eenve\u021bi s\u0103 sari peste prima faz\u0103 - \u201eNegarea\u201d. Aceasta, apropo, este cea mai dificil\u0103.<\/p>\n
Ar fi bine s\u0103 \u00eencep s\u0103 urmez aceste sfaturi. Salutare Laboratorului!<\/p>\n
PS: Mul\u021bumesc berez<\/a><\/noindex> pentru ajutor cu punctua\u021bia.
\n
Sursa: habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"
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