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Lists of frequently asked questions

  • Malware analysis — malware research by Doctor Web security researchers.
  • Anti-virus laboratory — the Doctor Web division whose specialists (virus analysts) analyse malware and potentially dangerous software, decrypt files, analyse VCIs and other computer incidents, and release Dr.Web updates, hotfixes, workarounds and virus database updates.
  • Beta version — a preliminary Dr.Web version that is offered to an indefinite range of stakeholders for testing purposes (to test its features or compatibility). It can contain errors and is not recommended to be used in a production environment. Technical support is not available to users of beta versions.
  • A virus-related computer incident (VCI) — a computer incident that occurred as a result of a malicious program(s) or of using a malicious program(s). A VCI can, for example, result in theft, data leaks, information resource hacking, information system surveillance, information system disruptions or data modification using malicious software and potentially dangerous software.
  • Malicious software — a malicious program(s), i.e., a program(s) or other computer information intentionally designed to carry out the unauthorised deletion, blocking, modification, and copying of computer data or the neutralisation of its means of protection.
  • Ticket response time — the time between a request’s creation and the initial response from a technical support specialist in the corresponding ticket. A ticket’s response time depends on the support level to which a Dr.Web user is entitled.
  • Request creation time — the time that a Dr.Web user submits a request.
  • Trial license (trial) — a time-limited, free full version license/sublicense (from 14 days to 3 months) intended for customer use to test the Dr.Web software.
  • Detect — a specific anti-virus software reaction indicating that signs of malware, potentially dangerous software or other software containing unsafe features may have been detected on a scanned object.
  • Dr.Web software defect (bug) — a Dr.Web software error that has been recognised by the developer and considered to be corrected with the help of an update or a hotfix release.
  • Request — a Dr.Web user request that has been submitted to the technical support service via the request interface at support.drweb.com (hereinafter–Request form) or via the user’s Dr.Web personal account area.
  • Request initiator (Ticket initiator) — a Dr.Web user who submits request to the technical support service.
  • Computer incident — the fact of a violation and (or) termination of the functioning of an object within the information infrastructure, the telecommunication network used for the interaction of such objects, and (or) the violation of the security of the information processed by such an object, including those that have occurred as the consequence of a computer attack.
  • Conflict (incompatibility) — a violation or the absence of Dr.Web’s normal interaction with third-party software installed on a protected device, as well as the situation occurring when the simultaneous installation of Dr.Web and another software program can cause Dr.Web, the third-party software, or the protected device to operate incorrectly.
  • False positive — failure in Detecting malware or Detecting software that is not malware, potentially dangerous software, or suspicious software.
  • Dr.Web version numbering — a numerical designation of Dr.Web generations, consisting of 3 parts: major (current) version (before the first dot), minor version (before the second dot), and version update (after the second dot). For example: 11.0.2.
  • Update (of versions, program modules, virus databases) — all changes made to the Dr.Web software and databases that are, for example, associated with adding new functionality. Version upgrading is accompanied by a change in version number.
  • Workaround — a temporary solution to eliminate an identified problem or defect in the Dr.Web software, which implies that a full correction will be made in the future.
  • Ticket operator — a technical support service employee who is responsible for processing requests in the tracker.
  • Software — computer software.
  • Dr.Web software — any software developed by Doctor Web — the owner of the exclusive rights to the Dr.Web family of anti-virus software.
  • Potentially dangerous software — software that may be used for malicious purposes: for the unauthorised deletion, blocking, modification, and copying of computer data or the neutralisation of its protection.
  • Decryption — the recovery of a user's decrypted files.
  • AVS — Doctor Web Ltd.'s anti-virus solution.
  • Incident severity — characteristics of a computer incident involving Dr.Web or VCIs in a system protected by Dr.Web. The technical support specialist and the Dr.Web user (the request initiator) may interpret the severity of an incident differly.
  • Sales support service — several Doctor Web divisions tasked with providing consulting services to Dr.Web users regarding the purchase of non-exclusive licenses/sublicenses to use Dr.Web software.
  • Technical support service — the Doctor Web division tasked with providing operational assistance to Dr.Web users on issues related to Dr.Web’s installation, configuration, operation and removal, and other assistance related to information security, including technical investigations of computer incidents and virus-related computer incidents that have occurred in Dr.Web users' systems, within the scope of their rights.
  • Ticket lifecycle — the time from when a request is created to the moment the ticket is closed by its initiator or operator.
  • Ticket status — the status that is assigned to a ticket depending on its lifecycle stage. All statuses.
  • Ticket — a formalised record in the tracker containing the communications between its initiator (the Dr.Web user) and its operator (the technical support specialist) on the topic of the corresponding request.
  • Tracker — the technical support service used to receive and process requests from Dr.Web users.
  • Hotfix — the prompt correction of a detected critical defect (bug) in the Dr.Web software.

Unfortunately, the probability of successfully decrypting your files is only 10%. Find out more at https://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

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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 https://antifraud.drweb.com/encryption_trojs/.

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.

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.

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).

  • New — the ticket has been created by the user, but it has not yet been processed by Doctor Web’s support engineers.
  • Acknowledged — the ticket is assigned to a Doctor Web support engineer for processing.
  • User response needed — the Doctor Web support engineer has replied to the user's question and now waits for the user to react to this answer or close the ticket to indicate that their question has been resolved.
  • Pending support response — the user has made an entry in the ticket and now awaits the support engineer's response.
  • Closed — the ticket is closed by the customer, the support engineer, or automatically. This means that the work it complete. The user can still open the ticket and read its notes.
  • Waiting for (development response / virus monitoring service response / partners department response) — the question cannot be resolved either partially or completely by the technical support engineers since it is not within their scope of competence. The question is forwarded to profile specialists, and the answer is awaited from them.
  • Waiting for updated component release — the technical support engineers cannot solve the issue, and a product update is required. The ticket is put into release standby mode, and the date of release depends on Doctor Web development department procedures.
  • Closed (decryption failed) — files corrupted by encryption ransomware cannot be recovered.
  • Closed (decryption success) — files corrupted by encryption ransomware were recovered.

Using the Contact us widget, access the support request form by clicking on the Query form button.

#drweb

  1. Sign in to your Doctor Web account via the sign-in widget in the Profile tab.

    #drweb

  2. Using the Contact us widget, access the support request form by clicking on the New ticket button.

    #drweb

Why is it better to contact the support service via My Dr.Web Portal?

  • No need to enter your license information
  • Your entire support request history is here

Why is it better to write than call?

  • We respond quickly
  • We’ll need logs and others additional files for our investigation
  • The correspondence history will be stored
  1. Sign in to My Dr.Web Portal via the sign-in widget in the Profile tab.

    #drweb

  2. In My Dr.Web Portal, click on the Contact us widget and then on the New ticket button.

    #drweb

  3. Ask your question in the support request form.

Why is it better to contact the support service via My Dr.Web Portal?

  • No need to enter your license information
  • Your entire support request history for all your accounts is here
  • Your employees’ work with Doctor Web's support service can be monitored

Why is it better to write than call?

  • We respond quickly
  • We’ll need logs and others additional files for our investigation
  • The correspondence history will be stored

These are non-commercial licenses (they are not for sale) and, therefore, cannot be restored.

To continue using Dr.Web, purchase a commercial license in the Dr.Web eStore or from an authorized Doctor Web partner

  1. Log into My Dr.Web Portal—select the appropriate option from the menu of your Dr.Web application.

    Screen «My Dr.Web»

  2. Go to the ‘Licenses’ section, and in the ‘Blocked’ tab, select ‘Replace serial number’.

What happens next

A new serial number will be sent to the email address you specified when you registered the serial number.

IMPORTANT! If you no longer use this email address, contact Doctor Web's Technical Support Service to replace your license.

If your license has been blocked because of piracy, it means that you violated the terms of the license that enabled you to use the Dr.Web key you received when you registred your serial number. You have violated terms in clauses 5.1. and/or 5.3 of the Doctor Web software usage agreement you accepted when registering your Dr.Web serial number.

clause 5.1… The software can only be used within a specified period of time, under a defined operating system and with the number of protected objects specified in the license key file, and in accordance with other parameters specified in the file.

«п. 5.3... You can store no more than two backup copies of a license key file. You may not give these copies to a third party or place them on tangible media that is accessible to a third party or make the files accessible to the public over the Internet or by any other means. If a valid key file is found to be in the public domain, the Rights Holder is entitled to render a software copy non-operational and disable its features.

If you have already used the one-time option to restore a Dr.Web key file and wish to continue using Dr.Web, you need to renew or expand (if necessary) your blocked license — via the Dr.Web eStore or an authorized partner of Doctor Web.

In either case, you will get a renewal discount — starting at 40% for a one-year license.

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The Russian developer of Dr.Web anti-viruses
Doctor Web has been developing anti-virus software since 1992
Dr.Web is trusted by users around the world in 200+ countries
The company has delivered an anti-virus as a service since 2007
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Dr.Web © Doctor Web
2003 — 2020

Doctor Web is the Russian developer of Dr.Web anti-virus software. Dr.Web anti-virus software has been developed since 1992.

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