Lists of frequently asked questions
Decryption of data encoded by ransomware Trojans
My files have been encrypted by malware. If I buy a Dr.Web license, will I be able to have them decrypted free of charge?
Unfortunately, the probability of successfully decrypting your files is only 10%. Find out more at http://antifraud.drweb.com/encryption_trojs. We can only tell you for sure after you provide our technical support engineers with several samples of the encrypted files.
I do not use Dr.Web. Can you still decrypt files for me?
We can only tell you for sure after you provide our technical support engineers with several samples of the encrypted files. Unfortunately, the probability of successfully decrypting your files is only 10%. Find out more at http://antifraud.drweb.com/encryption_trojs/.
Where can I file a request to have my files, which have been compromised by encryption ransomware, decrypted?
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. You are welcome to file a request at https://support.drweb.com/new/free_unlocker/?keyno=&for_decode=1.
Why do I have to buy Dr.Web Security Space in order to file a decryption request? It costs a bit more than Dr.Web Anti-virus.
If your files are among those lucky 10% that can be decrypted, we'd like your data to stay secure from encryption ransomware in the future.
The proactive protection technologies for detecting and neutralising the latest and yet unknown threats, including encryption ransomware, are available in both products. However, the Data Loss Prevention module, which creates backups of files that are important to you and protects them, is only available in Dr.Web Security Space. That's why we recommend that you purchase a Dr.Web Security Space license. It costs just 10% more.
My customer's data has been corrupted by encryption ransomware. How can I submit a decryption request on their behalf?
If your customer has a valid commercial Dr.Web license and at the moment of infection the system was protected with Dr.Web Security Space or Dr.Web Anti-virus (version 9+), or Dr.Web Enterprise Security Suite (version 6+), file a request for decryption at https://support.drweb.com/new/free_unlocker/?keyno=&for_decode=1.
Attach to your request the power of attorney that entitles you to represent the interests of the customer, as well as documents confirming that your customer is the legal owner of this license (a photo or a scanned copy of the license certificate, the payment receipt, an email from the online store or other confirming documents).