7 ответов в этой теме

[NoirBoy]

Hi Dr.Web I have bought Security Space for 2 pcs at last year.

Because they providing encoder.service but i think they got impurity.

 

 

They wrote down this,

 

to decrypt files compromised by a Trojan.Encoder (Cryptolocker, Cryptowall, Reveton) program that has demanded a ransom from you to decrypt them.

 

at https://support.drweb.com/new/free_unlocker/?keyno=&for_decode=1

 

but this is lying they only can trying to decrypting encoder.760(old torrentlocker)

they can't derypting every other ransomware even encoder.761(current torrentlocker)

ofcourse they can't trying to decrypt cryptowall 3.0, 4.0, tesla familly, just one kind of old torrentlocker(AES).

 

but it's ok i understand this.

 

 

i have asked about decryption cryptowall at 7WFG-Q38D and they saying

 

Unfortunately,decryption is not feasible.

We are unable to help you to unlock enciphered files. sorry. 

Best regards, Aslan Kunashev 
technical support department, Doctor Web, Ltd.

 

 

i have asked about decryption current torrentlocker at 9976-Q87V and they saying

 

We are unable to decrypt your files. 
So sad, but this is a final resolution. 

Best regards, Mike Kolyadko, 
technical support department, Doctor Web, Ltd.

 

also they can't trying to decrypt any teslacrypt family,

 

 

but it's ok i understand it,

 

 

i have asked about decryption old torrentlocker(what only they can decrypt) at CAH2-K2P3 and they saying

 

Dear customer, 

Free decryption is possible only if our 
antivirus was installed at your PC at the moment of infection. 
Please read more here - https://news.drweb.com/show/?c=5&i=9713&lng=en 

Your report says that you didn`t use our antivurus when encryption occured 
For clients who didn`t have our license installed at the moment of infection, we 
have developed special product - Rescue Pack. 
The packet includes decryption service and a two-year Dr.Web Security Space 
license for 1 PC 

Price for Rescue Pack: 150 EUR + VAT 
You may buy Rescue Pack here: https://drw.sh/kildpv 


Kind regards, 
Kakusha Marina 
Specialist of International Sales Department 
Doctor Web, Ltd. 
125124, Russia, Moscow, 3d street Yamskogo polya 2-12A 
Tel.: +7 (495) 789 45 87

 

they demanding 150 eur +VAT from me but i already have bought

security space for 2 pcs i don't understand this, and i am very unpleasant

i have formatted c: drive after infected torrentlocker and i have reinstalled windows 10.

so ofcourse there's no trace of dr,web when i have infected torrentlocker.

 

i guess those bandits seeking my pocket by making decent reasons.

i got sick of dr.web How Can I get Refund for Security Space already i have bought?

i don't need any decryption from dr,web anymore just need to refund

Сообщение было изменено NoirBoy: 13 Январь 2016 - 04:49

[Diana Lebedeva]

https://support.drweb.com/new/free_unlocker/for_decode/?lng=en :

 

 

 

Important information

• On this page you will learn what to do if your system is infected with a Trojan.Encoder.
• In most cases, decryption is IMPOSSIBLE. Find out more here.

At the same page the possible option of sending a request for decryption data if you're the owner of the commercial license mentions that your system has to be under modern Dr.Web protection at the moment of infection. The company will investigate if the data is possible to be decrypted only if the modern anti-encryption protection failed to prevent the infection.

 

Also here https://support.drweb.com/show_faq/?question=11654&lng=en it is said that you must not only be the owner of a commercial license, but also that the modern Dr.Web protection software must be installed:

 

 

Who can file a request for free decryption?

If at the moment of infection you had a valid commercial Dr.Web license and installed Dr.Web Security Space or Dr.Web Anti-virus for Windows (version 9+), or Dr.Web Enterprise Security Suite (version 6+), you are entitled to free decryption, if it is possible. 

 

At the main page (http://drweb.com) there is also the warning that decryption is not guaranteed. 

 

Free decryption is only available to users who have valid commercial licenses for Dr.Web Security Space and Dr.Web Enterprise Security Suite. In most cases, decryption is IMPOSSIBLE. Find out more here.

 

The owner of a commercial license is guaranteed only that the virus analyst will investigate if the decryption available for the specific case. 

 

 

 

i have formatted c: drive after infected torrentlocker and i have reinstalled windows 10.
so ofcourse there's no trace of dr,web when i have infected torrentlocker.

 

http://legal.drweb.com/encoder/?lng=en :

 

 

Сaution!

• Do not use the infected computer until you receive instructions from Doctor Web's technicians, even if you need it for your business.
• Do not attempt to reinstall the operating system!
• Do not attempt to remove any files or programs from the disk!

Сообщение было изменено Diana Lebedeva: 13 Январь 2016 - 09:31

[NoirBoy]

• In most cases, decryption is IMPOSSIBLE. Find out more here.

 

-> This explanation is imprecise. they has failed to decryption for whole kinds of ransomwares except encoder.760 only.

 

you making rules at one's direction. specially for Aslan.

 

Free decryption is only available to users who have valid commercial licenses for Dr.Web Security Space and Dr.Web Enterprise Security Suite. In most cases, decryption is IMPOSSIBLE. Find out more here.

 

-> why is it free? i already had bought security spaces.. what your free means?

 

http://legal.drweb.com/encoder/?lng=en :

 

-> you just changing the rule for whenever, i did'nt knew about there's rule such like that,

   at first, you should providing encoder.760 service for other people before so.. was it favor?

   now you don't providing encoder.760 service for changing rule? then why i had bought security spaces?

Сообщение было изменено NoirBoy: 15 Январь 2016 - 07:35

[Diana Lebedeva]

 

• In most cases, decryption is IMPOSSIBLE. Find out more here.

 

-> This explanation is imprecise. they has failed to decryption for whole kinds of ransomwares except encoder.760 only.

 

you making rules at one's direction. specially for Aslan.

 

Free decryption is only available to users who have valid commercial licenses for Dr.Web Security Space and Dr.Web Enterprise Security Suite. In most cases, decryption is IMPOSSIBLE. Find out more here.

 

-> why is it free? i already had bought security spaces.. what your free means?

 

http://legal.drweb.com/encoder/?lng=en :

 

-> you just changing the rule for whenever, i did'nt knew about there's rule such like that,

   at first, you should providing encoder.760 service for other people before so.. was it favor?

   now you don't providing encoder.760 service for changing rule? then why i had bought security spaces?

 

 

You've bought the protection for your PC (the software that should cure the infectioned PC and prevent the new infection), not the decryption service. The decryption service is provided for the owners of the commercial license for free, if the software protection failed to prevent the encoder from executing and damaging your data. 

 

What is for "changing the rules". The news about the rules were provided here. Also, as I've already written, you even didn't followed the instruction (you'd formatted your C drive, and re-installed your operating system, as you've told above). 

Сообщение было изменено Diana Lebedeva: 15 Январь 2016 - 08:25

[NoirBoy]

I am owner of the commercial license, BTW you just rejecting encoder.760 service. that's all

you still did'nt answered me about why you demanding 150 Eur + VAT from me.

Why you skipped that reason?

[Diana Lebedeva]

I am owner of the commercial license, BTW you just rejecting encoder.760 service. that's all

You don't have the proovement that actual Dr.WEb product was installed at the moment of the infection. That's all. 

 

 

 

you still did'nt answered me about why you demanding 150 Eur + VAT from me.

Personally I'm not demanding 150 Eur + VAT from you. BTW the link that was given leads to the site "secure.avangate.com",  and there is no Resque Pack product on the official Dr.Web site, so  I really has nothing to do with it.) 

 

As the owner of the commercial license you should ask technical support about that, I'm not the support team member. Or you can write the official letter to the company. 

Сообщение было изменено Diana Lebedeva: 15 Январь 2016 - 08:33

[NoirBoy]

Do you means it's my business and not of your business?

 

is Encoder service not of service of Dr,Web?

Сообщение было изменено NoirBoy: 15 Январь 2016 - 08:43

[Diana Lebedeva]

Do you means it's my business and not of your business?

 

is Encoder service not of service of Dr,Web?

What I mean is that you can't solve your problem here, it's a forum. 

the decryption service Is a Dr.Web Service, provided under certain conditions, which were not fullfilled by you as a customer. 

Сообщение было изменено Diana Lebedeva: 15 Январь 2016 - 09:03