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View Full Version : Update 3918 False Positive Win32/Kriptik.JX trojan


rdfye
March 9th, 2009, 01:27 AM
We're getting msdtc.exe and winlogon.exe being deleted and quarantined on ALL of our systems after the 3918 update. This is a HUGE problem and obviously a false positive. WTF!! ESET.... come on.. We're going to walk into a debacle on Monday morning with all these files being deleted and/or quarantined.

cboehnke
March 9th, 2009, 01:30 AM
Roger. Also in dllhost.exe.

I take the sudden increase people viewing this forum as a sign that we're not alone.

BigIron
March 9th, 2009, 01:58 AM
Hello,

Yes! We are seeing the same issue... We are seeing this as a major outbreak(false alert?).. Likely due to updates as you have outlined..

:blink:

S.

remza_23
March 9th, 2009, 02:05 AM
any updates on this issue? What will be the cause if this issue is not resolved?

Rua
March 9th, 2009, 02:12 AM
I noticed the same items being detected on my machine, so I ran a scan and it came up with a bunch of other items which I don't feel are actually malicious... See pic below.

http://img258.imageshack.us/my.php?image=esetresults.jpg

Marcos
March 9th, 2009, 02:26 AM
Hello,
a problem was found in the recent update of the advanced heuristics module which, in combination with the generic signature for Win32/Kryptik.JX caused certain system files to be flagged as infected. The problematic update was withdrawn from the update servers in 10 minutes after the release. Those who have come across this false positive can restore the original files from quarantine. A fix has already been issued - you can verify this by right-clicking the program tray icon and selecting About. The version of the Advanced heuristics module containing the fix is 1092 for v3/v4 users and 1091 for v2 users.

Update: a newer update is being released which will restore false positives from quarantine to their original locations without user intervention. V2 users will either need to restore the affected files from quarantine manually or wait for a tool that can be used in a network environment.

remza_23
March 9th, 2009, 02:30 AM
hi,

what do we need to do now, is there a new update that will be release? when will this be release?
In a corporate environment 100+pcs will be affected by this so we need to go to each pc to click the quarantine and restore it or is there any simple way?

CEllsworth
March 9th, 2009, 02:30 AM
-{ Quote: "Hello,
... Those who have come across this false positive can restore the original files from quarantine...." }-

Marcos. Is it possible to push this kind of fix out across the network? We are on a domain, and also use the NOD32 Administrator Console.

Marcos
March 9th, 2009, 02:35 AM
-{ Quote: "Marcos. Is it possible to push this kind of fix out across the network? We are on a domain, and also use the NOD32 Administrator Console." }-

The updated advanced heuristics module is distributed the way virus signature databases are so all clients should receive it automatically.

rdfye
March 9th, 2009, 02:37 AM
Marcos,

Going to every PC in the Enterprise and restoring the affected files is less than an optimal solution. Is there any way to affect the changes via the Remote Admin Console?? or is there another solution?

Any help on this would be greatly appreciated. It's going to be a very tense Monday morning.

Roger

CEllsworth
March 9th, 2009, 02:41 AM
-{ Quote: "Hello,
Those who have come across this false positive can restore the original files from quarantine" }-


Is it possible to RESTORE THE ORIGINAL FILES FROM QUARANTINE in a batch method?

We have 250 workstation across more than a dozen sites who have picked up the False Positive. Walking around to 'fix' this is not an option.

The ESET NOD32 AV (ecls) command line parameters to not appear to have a function to restore from quarantine. Is there another option?

Again. We're in a domain environment, and utilize the NOD 32 Administration Console. Is there any possible way to restore these files from Quarantine across the environment?

artsky
March 9th, 2009, 02:52 AM
shall the updated modules also automatically restore those deleted files as well? what happens if those computers reboot afterwards while those system files are still quarantined?

Banger696
March 9th, 2009, 04:05 AM
I got caught by this, dllhost.exe and mstdc.exe were quarantined, then Dllhost.exe and mstdc.exe.new so it behaved like a virus but it could have been windows file protection kicking in.?

storm0
March 9th, 2009, 04:24 AM
Eset you must do something about it! Please release a update to restore the files. I have many clients in different locations and this is a real problem for me! I have restored the files manually in one location but this a real mess.

artsky
March 9th, 2009, 04:24 AM
our support staff is reporting that those quarantined system files can no longer be found in both the system32 and the quarantine folder.

where could they be? how do we restore those files?

duijv023
March 9th, 2009, 04:25 AM
-{ Quote: "The updated advanced heuristics module is distributed the way virus signature databases are so all clients should receive it automatically." }-

unfortunately, it does not work yet?

I saw the alert on a customer's server this morning, I did not trust the alert and checked it out here.
Happy to see this being communicated so quickly.
You wrote that adv. heuristics need to update to 1092 (20090309) by regular update.
I did a manual update, but after updating (9.15 UTC+1) The server modules are still at:

NOD32 antivirus system information
Virus signature database version: 3918 (20090309)
Dated: maandag 9 maart 2009
Virus signature database build: 15296

Information on other scanner support parts
Advanced heuristics module version: 1091 (20090309)
Advanced heuristics module build: 1200
Internet filter version: 1.002 (20040708)
Internet filter build: 1013
Archive support module version: 1082 (20090213)
Archive support module build version: 1224

Information about installed components
NOD32 For Windows NT/2000/XP/2003/Vista/x64 - Administrative tools
Version: 2.71.9
NOD32 For Windows NT/2000/XP/2003/Vista/x64 - Base
Version: 2.71.9
NOD32 for Windows NT/2000/XP/2003/Vista/x64 - Standard component
Version: 2.71.9
NOD32 for Windows NT/2000/XP/2003/Vista/x64 - XMON
Version: 2.71.9

Operating system information
Platform: Microsoft Windows Server 2003
Version: 5.2.3790 Service Pack 2
Version of common control components: 5.82.3790
RAM: 2047 MB
Processor: Intel(R) Pentium(R) 4 CPU 2.60GHz (2593 MHz)

What can i do else to handle this issue best?

Greetings from Holland

UPDATE 9.35 UTC+1:

Did a new update:
defs now on 3919, but adv. heurisics still on 1091:

NOD32 antivirus system information
Virus signature database version: 3919 (20090309)
Dated: maandag 9 maart 2009
Virus signature database build: 15299

Information on other scanner support parts
Advanced heuristics module version: 1091 (20090309)
Advanced heuristics module build: 1200
Internet filter version: 1.002 (20040708)
Internet filter build: 1013
Archive support module version: 1082 (20090213)
Archive support module build version: 1224

Information about installed components
NOD32 For Windows NT/2000/XP/2003/Vista/x64 - Administrative tools
Version: 2.71.9
NOD32 For Windows NT/2000/XP/2003/Vista/x64 - Base
Version: 2.71.9
NOD32 for Windows NT/2000/XP/2003/Vista/x64 - Standard component
Version: 2.71.9
NOD32 for Windows NT/2000/XP/2003/Vista/x64 - XMON
Version: 2.71.9

Operating system information
Platform: Microsoft Windows Server 2003
Version: 5.2.3790 Service Pack 2
Version of common control components: 5.82.3790
RAM: 2047 MB
Processor: Intel(R) Pentium(R) 4 CPU 2.60GHz (2593 MHz)

CEllsworth
March 9th, 2009, 04:33 AM
Is there any better way besides going computer to computer to reverse this catastrophe?

Banger696
March 9th, 2009, 04:33 AM
My modules updated to 1092 and just now sig has been updated to 3919. All fixed and files restored. There are also dllhost.exe and msdtc.exe in dllcache on XP so Windows should automatically restore these files.

BRACdude
March 9th, 2009, 04:39 AM
Ok i've seen this asked alot but all the ESET team seem to be avoiding the question..... How do you fix this across 100+ clients without restoring the quarantined files manually on each machine???

Your 'fix' may be all well and good for the home user but how about providing details on what the corporate customers should do to our larger computer estates as no disrespect towards home users but ESET are actually costing our companies money sorting this mess out!

It's one thing to make an almighty screw up like this but it's how you deal with the aftermath & your users that shows how good a company you are.

marcomas
March 9th, 2009, 04:46 AM
This affected about 7 servers on clients networks.
There is an option, pressing F5 in EAV Business v3, advanced configuration > tools > quarantene to recheck quarantined files after update but this seems dont work.
At this time the only possible solution seems to manually restore single files from quarantine.
Really BAD. :-\

Marcos
March 9th, 2009, 04:53 AM
-{ Quote: "Ok i've seen this asked alot but all the ESET team seem to be avoiding the question..... How do you fix this across 100+ clients without restoring the quarantined files manually on each machine???
" }-

When a solution is ready (within a couple of hours from now), V3 and V4 clients will restore these files from quarantine automatically.

We're also working on a stand-alone tool that will accomplish that in a network environment or which can be used by v2 users as well.

storm0
March 9th, 2009, 05:00 AM
I hope that Eset will give us something for it, like additional month of subscription. Because i don't like to run and repair computers on monday morning and we actually pay for many licenses.

duijv023
March 9th, 2009, 05:01 AM
Marcos,

on earlier occasions (small local FP's) I saw that after applying the right updates, quarantined files were restored automatically.
Will this also happen with this FP? If so, this will definately be good news to admins with a FP-headache...

Greetings from Holland

FTR: at this time, I only saw kernel detections without auto-delete/quarantain, so I cannot reproduce it at this time

update:
Ok marcos, I did not see your latest comment until now...

whitewlf
March 9th, 2009, 05:13 AM
While I think many will be flying off the handles and screaming about this being a huge screw up, I also think they should just switch to decaf.

That said, I must ask, after helping a friend "fix" his system after NOD32 just quarantined his systemfiles... How do we "update" to the newest Advanced Heuristics module.

Both our systems are saying Virus Signature 3918 and Advanced Heuristics module 1091, module build 1200. Manually updating says no updates are available.

His machine was "infected" but, mine, WinXp SP2, was not. Not even when I started copying the missing files to a rar to send him in case the quarantine restore didn't work, did it complain about my files. His machine is SP3. Both of us run the advanced heuristics. His is still saying it is infected after disabling the Advanced Heuristics option for now.

Edit: As I was about to hit post... I was just auto updated to 3919. But my module version is still 1091. I'm still not getting alerts, even with Adv. Heur turned back on. It has been fixed on my friend's machine as well.

NOD32 antivirus system information
Virus signature database version: 3918 (20090309)
Dated: Monday, March 09, 2009
Virus signature database build: 15296

Information on other scanner support parts
Advanced heuristics module version: 1091 (20090309)
Advanced heuristics module build: 1200
Internet filter version: 1.002 (20040708)
Internet filter build: 1013
Archive support module version: 1082 (20090213)
Archive support module build version: 1224

Information about installed components
NOD32 For Windows NT/2000/XP/2003/Vista/x64 - Base
Version: 2.70.39
NOD32 For Windows NT/2000/XP/2003/Vista/x64 - Internet support
Version: 2.70.39
NOD32 for Windows NT/2000/XP/2003/Vista/x64 - Standard component
Version: 2.70.39

Operating system information
Platform: Microsoft Windows XP
Version: 5.1.2600 Service Pack 2
Version of common control components: 5.82.2900
RAM: 2047 MB
Processor: AMD Athlon(tm) 64 X2 Dual Core Processor 5200+ (2611 MHz)

CEllsworth
March 9th, 2009, 05:17 AM
-{ Quote: "When a solution is ready (within a couple of hours from now), V3 and V4 clients will restore these files from quarantine automatically.

We're also working on a stand-alone tool that will accomplish that in a network environment or which can be used by v2 users as well." }-


So I can goto sleep? There will be a fix within the next 4 hours (8am CST) that restores the system files?

BRACdude
March 9th, 2009, 05:46 AM
-{ Quote: "While I think many will be flying off the handles and screaming about this being a huge screw up, I also think they should just switch to decaf." }-

Yes your right switching to decaf will clearly ease the pain of having 100+ clients affected by this mess 1st thing on a Monday morning and ease away all our woes.. how far removed from the bigger picture can you get making a statement like that.

My problem here is as follows:

1) How did this problem get thru testing.
2) The response time of a fix (still waiting)
3) The seemingly useless function of Eset Remote Console to manage your environment to sort a mess of this magnitude out.
4) Confidence in this product that something like this won't happen again.

All these points refer to a business corporate environment with lots of clients where time is money and server functions that rely on some of the services affected being up the creek.

Put yourself in the shoes of someone who has this installed in a Business with multiple clients (not just you and your buddy) and then rethink how you wouldn't be 'flying off the handle' & 'screaming about this being a huge screw up'

ll_kerio
March 9th, 2009, 06:31 AM
-{ Quote: "A fix has already been issued - you can verify this by right-clicking the program tray icon and selecting About. The version of the Advanced heuristics module containing the fix is 1092." }-

Please advise us? We have a smallish network and several machines (and servers) were affected by this. I currently have the following information about the system and am told that no further updates are available. Where and how can I get this heuristics update? The heuristics build I have is built today, but is still the old version. It is critical that I get this problem fixed, as not only are we affected, but several of our customers are reporting problems, too.


NOD32 antivirus system information
Virus signature database version: 3919 (20090309)
Dated: 09 March 2009
Virus signature database build: 15299

Information on other scanner support parts
Advanced heuristics module version: 1091 (20090309)
Advanced heuristics module build: 1200
Internet filter version: 1.002 (20040708)
Internet filter build: 1013
Archive support module version: 1082 (20090213)
Archive support module build version: 1224

Information about installed components
NOD32 For Windows NT/2000/XP/2003/Vista/x64 - Administrative tools
Version: 2.70.32
NOD32 For Windows NT/2000/XP/2003/Vista/x64 - Base
Version: 2.70.32
NOD32 For Windows NT/2000/XP/2003/Vista/x64 - Internet support
Version: 2.70.32
NOD32 for Windows NT/2000/XP/2003/Vista/x64 - Standard component
Version: 2.70.32

Operating system information
Platform: Microsoft Windows Server 2003 R2
Version: 5.2.3790 Service Pack 1
Version of common control components: 5.82.3790
RAM: 512 MB
Processor: Intel(R) Xeon(TM) CPU 2.80GHz (2800 MHz)

wrathchild
March 9th, 2009, 07:07 AM
-{ Quote: "
4) Confidence in this product that something like this won't happen again." }-
Something like this was happen with v3 too, along with AH module update (just like now)...and messed up my Adobe CS3 applications.:doubt:

Adramalech
March 9th, 2009, 08:02 AM
On one of our servers it has been restored automatically already but the service needed to be started manually.

Note: on workstations this service (msdtc: Distributed Transaction coordinator) is most probably not used, so don't panic!:-\ ::)

AJStevens
March 9th, 2009, 08:34 AM
Just for those using Eset 2.7 (or XMon/Eset for Exchange which is currently 2.7), don't worry about the Heuristic module version.

-{ Quote: "The most current version of the Advanced heuristics module for v2 is actually 1091 which already contains the fix." }-

whitewlf
March 9th, 2009, 08:57 AM
My 'decaf' statement was not meant to trivialize your problems, and I am not "removed from the bigger picture" as I manage a few client banks totaling 700 machines, just not with NOD. Most could be baremetal restored for this without trouble or much time, as we do such regularly, but I do understand if your clients cannot. It was directed at the people whining about subscriptions and finger pointing more than those seeking legitimate assistance.

Something similar to this has happened not long ago with NOD, and I had suggested then that they implement a clientside dialog notification for important info, such as this... to inform admins and users in a timely fashion that there could be a problem, and, that it is being worked on. We should not be forced to double check things on their forums before implementing infrastructure wide fixes, such as a baremetal or rollback.

This type of info should, at the very least, be on the main, or off the main page of the site. At least for a few days to inform customers and admins of the issues, and that a fix is implemented or forthcoming.

In fact, I expected to see quite a larger flurry of postings here regarding this issue in the forums by now.

I like NOD32... I use it on my home machines vs. our enterprise based solution, which has a less friendly licensing for home use, and because NOD plays better with CPU hungry environments... such as personal use machines, gaming, and less pointed/structured computing. I also like that it is snappier at finding zeroday and oddball stuff... usually faster than most competitors. Not to mention rarely targeted by malware.

However, this lack of interaction for important information to the users is upsetting. You need to hunt for the forum link on the site, and the "false positive" link is only now showing on the "Recent Articles" of the knowledgebase... one small link. I understand trying to not point out mistakes in neon, but it is just as important to alert users quickly before they do things like shut down an entire department that will take several hours to clear, when the problem was known to be a simple false positive in such a short amount of time.

On the flip side, this was from having a rather touchy, additional feature of advanced heuristics enabled which may or may not be something you want hair triggering on huge banks of client machines. Though I am surprised if the enterprise console doesn't also have a mass quarantine/replace control. That should certainly be implemented.

I've said it before, the bulk of users will understand and appreciate being informed blatantly, rather than thinking this could be swept under the rug.

AJStevens
March 9th, 2009, 09:06 AM
Virus Defs 3920 are out, which it appears auto-unquarantine the false positives. Hopefully for most, the time beween update 3918 and 3920 is short enough not to have even noticed.

Be sure you've checked your quarantine and updated to 3920 before rebooting anyting though ;-)

RhondaLea
March 9th, 2009, 09:21 AM
-{ Quote: "Roger. I take the sudden increase people viewing this forum as a sign that we're not alone." }-

You are not alone.

Luckily enough, some of us don't allow NOD32 to quarantine willy-nilly, so all I had to do was tell it "not for me, thanks."

Even so, someone must've been asleep at the switch to add these two files to the database.

edwin3333
March 9th, 2009, 09:45 AM
Four times bitten, forever shy. We only block access. No delete, no fix, no clean, no quarantine. If you were bitten by this one, you might want to change your settings as this will happen from time to time no matter your AV vendor.

chadness
March 9th, 2009, 11:21 AM
-{ Quote: "
Even so, someone must've been asleep at the switch to add these two files to the database." }-

The files weren't added to any database. They were accidentally getting flagged by the heuristics scan.

Here's what killed me with the whole thing. Our systems kept restoring these files, and NOD32 kept quarantining them (and emailing us each time it did it). pretty much made all of my system admin's email unusable. Luckily I saw it happening right away when my blackberry started filling up, and I was able to redownload the fixed 3918 virus defs and push those out. However, having my AV solution kill my email isn't very fun. Guess it's time to restrict it.

pbw3
March 9th, 2009, 12:14 PM
-{ Quote: "Four times bitten, forever shy. We only block access. No delete, no fix, no clean, no quarantine. If you were bitten by this one, you might want to change your settings as this will happen from time to time no matter your AV vendor." }-
What settings are you changing? Is it simply the "cleaning" item on each of the set up menus; ie from "strict" back to "no cleaning" for each menu, and hence always alert with available actions?

BRACdude
March 9th, 2009, 12:38 PM
@Whitewlf, Fair enough this morning was a tad stressful for us here and I was how can i say... a bit wound up! this problem took down our credit card processing which takes place (MSQVC.exe being quarantined) using the Microsoft Message Queuing service. We lost 20 walk up customers that i know about to other competitors by simply not being able to provide an automated service, not great in the current climate when you have a piece of software designed to protect your business which actually loses you money when the vendor screws up..

Believe it or not the Remote console has no such feature to handle these types of situations it's a real shame as the product is excellent but the 'Centralised Management' aspect has a real lack of Active Directory integration and feels totally underdeveloped compared with ESET's competitors... that said i think recent events has made me realise i need to tweak my settings down but that just goes against the grain of having Optimal protection and something i'll have to accept.

I wholely agree with your points regarding notification as i believe the way ESET communicated this problem out was appalling. Not even worthy of a Sticky on the forum, nothing on the main ESET Site and no desktop notification service for Admins, I accept they don't necessarily want potential new customers being put off seeing Issues on their websites highlighted in such a way but what's worse losing a new customer (even tho it could be percieved as a positive in that ESET openly communicate to it's users) or making the countless existing userbase feel it may be time to look at another vendor as they are effectively resarching ESET problem themselves..

Perhaps the internal fallout within ESET will never be known but it appears from remarks on this forum the confidence level in the ESET from customers has taken a bit of a hit and it would be nice to see at the very least a RCA report to restore a bit of faith.

funkydude
March 9th, 2009, 01:15 PM
Oh I sympathize with your view but it could quite easily be worse. I respect the fact they had a representative come here and admit the problem, give us status updates, when it will be fixed, that the files will be restored.

Seagate anyone? Deleting/locking all threads mentioning a problem.

If you look to the top, there is stickies for past problems being announced (3901)

I'm sad this passed the testing stage, but happy with how quickly it has been addressed, at least it's not an adobe or a microsoft.

BRACdude
March 9th, 2009, 03:03 PM
Funky, i think we'll have to agree to disagree on that one.
I believe alot more could and should have been done and in a quicker timeframe especially in the communications department. It's great there was a sticky for 3901 but why wasn't there one in this instance? that's just plain inconsistent.
Mistakes will always be made from time to time, I appreciate that and i'm not naive to think we live in a perfect world but what i saw from ESET today in how they deal with a problem like this did not impress me and fill me with confidence should anything like this happen again, i'm just being honest speaking as a corporate customer/user.
I do as i have said believe ESET to be a great bit of software it has just made me totally rethink how I use this program and blindly rely on it, one thing i'm definately going to do is have the updates go to a small group of test machines 1st for a few hours before the updates replicate across the rest of the mirrors i have setup to the majority of the clients, at least that way i can catch any problematic updates before it spreads onto Servers and other important machines within my environment.
Appreciate the staff allow people to vent on here and i've tried to keep it constructive without the fear of deleting post's etc it's just been one of those days and reiterates why like Bob Geldof 'I don't like Mondays!' ;)

Rmuffler
March 9th, 2009, 06:50 PM
We have added more information about this to our news page here: http://kb.eset.com/esetkb/index?page=content&id=NEWS9

A Knowledgebase article describing the issue is here: http://kb.eset.com/esetkb/index?page=content&id=SOLN2181

We apologize for problems caused by this issue. If further help from our Customer Care Engineers is needed, please call Toll Free. +1 (866) 343-ESET [3738] or Tel. +1 (619) 876-5400, or through the support request page here: http://www.eset.com/support/contact.php


Thank you,
Richard

pbw3
March 10th, 2009, 12:46 PM
-{ Quote: " -{ Quote: "
Four times bitten, forever shy. We only block access. No delete, no fix, no clean, no quarantine. If you were bitten by this one, you might want to change your settings as this will happen from time to time no matter your AV vendor." }-
What settings are you changing? Is it simply the "cleaning" item on each of the set up menus; ie from "strict" back to "no cleaning" for each menu, and hence always alert with available actions?" }-
Or is it another setting or combo of settings? Anyone at all..??

Adramalech
March 11th, 2009, 06:34 AM
-{ Quote: "Funky, i think we'll have to agree to disagree on that one.
I believe alot more could and should have been done and in a quicker timeframe especially in the communications department. It's great there was a sticky for 3901 but why wasn't there one in this instance? that's just plain inconsistent.
Mistakes will always be made from time to time, I appreciate that and i'm not naive to think we live in a perfect world but what i saw from ESET today in how they deal with a problem like this did not impress me and fill me with confidence should anything like this happen again, i'm just being honest speaking as a corporate customer/user.
I do as i have said believe ESET to be a great bit of software it has just made me totally rethink how I use this program and blindly rely on it, one thing i'm definately going to do is have the updates go to a small group of test machines 1st for a few hours before the updates replicate across the rest of the mirrors i have setup to the majority of the clients, at least that way i can catch any problematic updates before it spreads onto Servers and other important machines within my environment.
Appreciate the staff allow people to vent on here and i've tried to keep it constructive without the fear of deleting post's etc it's just been one of those days and reiterates why like Bob Geldof 'I don't like Mondays!' ;)" }-

1st of all you are being naive because everybody with at least a little knowledge about the OS underneath would have known that it was not a crucial (msdtc) executable, certainly not on Desktop computers.

You could argue that it could have been svchost.exe or winlogon.exe or any other crucial one but this wasn't the case.
So don't get all angry about something that actually didn't happen (some major incident).

BRACdude
March 11th, 2009, 07:56 AM
@Adramalech, perhaps it would be better if you had read the whole thread as 'everybody with at least a little knowledge' of the incident would have known it did not just affect the MS Distributed transaction coordinator service. In my case the biggest problem was the MSQVC (MS Message queue service) it also quarantined other files but since it seems you haven't read throughly i don't see the point listing them.
I also beg to differ on it's impact as it had a negative effect in our business environment and i stated my honest assesment on how i believe it was handled and the lack of centralised management the remote console offers when dealing with such problems, this was purely my own opinion and something i believe we are all entitled to. ESET may even call it 'Feedback' which is something all vendors welcome.

If it didn't affect you on a similar scale fair enough but that's not to say that was the case with all users especially in a business environment, people also use this product on Servers too so you pointing out the obvious in relation to what service is not critical on Desktops doesn't really hold much substance to the problems that were caused.

Adramalech
March 11th, 2009, 09:15 AM
I'm running it on servers too, even with Message queuing installed and I wasn't effected.
And yes, I read through the whole topic but my opinion still stands that this was afar from being a major incident.

Let's not forget about it that it took 10 minutes(!) to remove the signature and the fix was full-automatic, apart from starting the related services which is a joke for a skilled admin.

But thanks for the feedback.
My 2 cents

BRACdude
March 11th, 2009, 10:01 AM
Adramalech i appreciate what you are saying but it caused our credit card proccessing payment service to fail as this utilises Message Queueing thus losing customers from not being able to provide an automated service, i wholely accept this wasnt a 'biggy' for all but it was a problem for some who have services based on the files that were quarantined. I don't believe i've ever said 'Major' incident (i know the difference) but i cannot get away from the fact that ESET's error negatively impacted our business so i can understand why our opinions on the whole differ there.
It may have taken 10 minutes for them to stop the update (which is a good thing) but it took hours for the fix to be implemented to automatically remove the infected files from quarantine by which time i had already taken manual steps to resolve on the server estate. I thought the communication of the update & what they were doing was sparce and they could have updated people more than what they did but that as i say is purely my opinion and i guess people have different levels of expectation when it comes to incident handling.
Yes manually it could be sorted but when you have to do this across 20+ servers it's far from ideal when something hasn't gone thru quality control correctly I'd imagine we can agree on that?

I also think you can probably see my point that with what's happened it's food for thought had this been a major problem across the board how little you can do from the ERAC centrally to rollback updates/mass un-quarratine falsely infected files?

The dust is settled now and it was good to see the ESET Mod's add a sticky on the forum and link a knowlege base article but feedback wise I'd like to see more features in the next release of the ERAC to deal with these scenarios.