{"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\/sv\/blog\/administrirovanie\/cjm-dlya-lozhnogo-srabatyvaniya-antivirusa-drweb","title":{"rendered":"CJM f\u00f6r falskt larm i antiviruset DrWeb.","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"

Kapitlet d\u00e4r Doctor Web tar bort DLL-filen fr\u00e5n Samsung Magician-tj\u00e4nsten, och s\u00e4ger att den \u00e4r ett trojan. F\u00f6r att kunna l\u00e4mna en f\u00f6rfr\u00e5gan till supporten m\u00e5ste man inte bara registrera sig p\u00e5 portalen, utan ocks\u00e5 ange serienumret. Som ni f\u00f6rst\u00e5r finns det inte, eftersom DrWeb skickar en nyckel vid registreringen, och serienumret genereras under registreringsprocessen med nyckeln \u2013 och sparas INTE N\u00c5GONSTANS. Under processen m\u00e5ste man \u00e4ven ange TV\u00c5 handskrivna CAPTCHAs: vid inloggning och vid skickande av f\u00f6rfr\u00e5gan till supporten.
\nSituationen \u00e4r sagolik: p\u00e5 havet, i havet finns en \u00f6, p\u00e5 den \u00f6n st\u00e5r en ek, under eken \u00e4r en kista begravd, i kistan \u2013 en hare, i haren \u2013 en anka, i ankan \u2013 ett \u00e4gg, i \u00e4gget \u2013 en n\u00e5l, och i n\u00e5len \u2013 Ko\u0161ejas d\u00f6d. Jag vet att en s\u00e5dan g\u00f6md m\u00f6jlighet att kontakta supporten \u00e4r en trend. Men inte i s\u00e5dan utstr\u00e4ckning. <\/p>\n

Jag kommer att ber\u00e4tta hur man \u00e5tg\u00e4rdar detta.<\/p>\n

\"CJM
\n
\n<\/a><\/noindex>
\nJag \u00e4r forskare, och i mitt arbete med UX-uppgifter brukar jag ge anv\u00e4ndarna uppgifter att utf\u00f6ra scenarier i appar. Men livet \u00e4r mycket rikare och ger ov\u00e4ntade scenarier \u00e4ven f\u00f6r forskarna.<\/p>\n

Jag har anv\u00e4nt antivirusprogrammet DrWeb ganska l\u00e4nge, \u00e4nda sedan 2000-talet, och har flera g\u00e5nger st\u00f6tt p\u00e5 falsklarm. DrWeb har redan tagit bort FastStone image viewer fr\u00e5n min dator eftersom det trott att en batchbehandling av bilder var en \"kryptol\u00e5sare\". Och tidigare hade DrWeb tagit bort Steam.exe fr\u00e5n min dator. I allm\u00e4nhet har jag aldrig upplevt detta tidigare, och h\u00e4r \u00e4r vi igen. <\/p>\n

Antivirusprogrammet bad om en omstart. Ingenting f\u00f6rutsp\u00e5dde det. Jag startade om datorn och s\u00e5g ett meddelande om att DrWeb hade uppt\u00e4ckt och tagit bort f\u00f6ljande skadliga objekt: bcom.dll fr\u00e5n katalogen Samsung Magician i Program Files. Anledningen var en hot Trojan.MonsterInstall.8. <\/p>\n

\"CJM
\n
\nVad jag gjorde h\u00e4rn\u00e4st framg\u00e5r av denna anv\u00e4ndarupplevelsekarta:
\n\"CJM
\nStora kartan<\/a><\/noindex><\/p>\n

Flera sk\u00e4rmdumpar f\u00f6r att ni ska f\u00f6rst\u00e5 problemets omfattning:
\n\"CJM
\n
\nF\u00f6r att anv\u00e4nda \"Supporten\" beh\u00f6ver man veta att den tillhandah\u00e5lls via DrWEB:s webbplats. Jag minns att det kostade mig mycket arbete att hitta detta f\u00f6rra g\u00e5ngen. Vad ska en anv\u00e4ndare som inte har s\u00e5dan erfarenhet g\u00f6ra?
\n\"CJM
\n
\nI grund och botten \u00e4r alla dessa begr\u00e4nsningar f\u00f6r att kontakta supporten avsedda att minimera antalet f\u00f6rfr\u00e5gningar. Ser ni hur m\u00e5nga \u00e5tg\u00e4rder ni som anv\u00e4ndare m\u00e5ste vidta f\u00f6r att l\u00f6sa problemet?<\/p>\n

\"CJM
\n
\nMobiloperat\u00f6rer g\u00f6r p\u00e5 samma s\u00e4tt och anv\u00e4nder ett r\u00f6stmeny (IVR) n\u00e4r de kontaktar supporten. Det minskar belastningen p\u00e5 kontaktcentret, eftersom m\u00e5nga abonnenter inte v\u00e4ntar p\u00e5 svar eller har sv\u00e5rt att navigera i r\u00f6stmenyn och v\u00e4ljer att l\u00f6sa sina problem p\u00e5 annat s\u00e4tt, till exempel via webbplatsen.<\/p>\n

Men hos DrWEB \u00e4r detta den ENDA supportkanalen. Jag kan inte l\u00f6sa mitt problem med falskt larm via andra kanaler.<\/p>\n

Vad kan f\u00f6rb\u00e4ttras?<\/b><\/p>\n

\"CJM
\nStora kartan<\/a><\/noindex><\/p>\n

Jag f\u00f6rst\u00e5r att f\u00f6rb\u00e4ttringen av anv\u00e4ndarupplevelsen n\u00e4r man kontaktar teknisk support kan vara kostsam. Men \u00e5tminstone kan man ta bort captcha, automatisera inskickandet av rapporter och filer f\u00f6r analys samt g\u00f6ra autentiseringen p\u00e5 portalen s\u00f6ml\u00f6s fr\u00e5n appen. Att hj\u00e4lpa anv\u00e4ndare i sv\u00e5ra situationer p\u00e5verkar lojaliteten.<\/p>\n

K\u00e4lla: habr.com<\/a><\/p>","protected":false,"gt_translate_keys":[{"key":"rendered","format":"html"}]},"excerpt":{"rendered":"

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