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http://news.zdnet.com/2100-1009_22-5...=zdfd.newsfeed
It will be interesting to see what the compensation process includes?Quote:
The Japan-based antivirus company has promised to compensate customers whose computers running Windows XP Service Pack 2 were disabled by the update. The company said the update was only available for 90 minutes, but IT workers are angry.
http://www.trendmicro.com/en/support...4/overview.htm
And then people wonder why they should ghost their computers...
Buy identical hardware, make an image every week, and when something like this happens, it's a simple matter of ghosting a set of machines over a network. It may take time and effort to implement such a setup, but when something like this happens, suddenly it's worth it.
Updating software also becomes a simple matter of updating one machine, imaging it, and then deploying that image network-wide.
But what do I know?
Indeed it will be interesting..................that would have hit me if I had been running my XP box :eek:
I can see Trend grovelling to larger corporate customers, but what about SOHO and private individuals?
Just a thought?
nihil,
it is about the company's reputation. If alot of home users were hit by this and they do nothing to help those users, I doubt the big companies that use their AV product would continue to renew their subscription.
I imagine that alot of those companies end users use the same AV at their home that they use at the office (I know that at the company that I used to work for, I was ask about what we used and why).
I'll have to watch to see what they offer the home users that got hit by this.
~Halv
Hi halv,
Yes, there is that consideration but I also see a practical one.
Corporates who had IT staff working on the problem or who had to pay staff to do nothing can quite easily make a claim based on their payroll.
Little guys and private individuals generally have to sort it in their own time...............how do you compensate for that.
Hmmmmmmmmm, I think that there might be one or two QA and developers jobs going at Trend right now ;)
<- got hit by it. Here's how I fixed:
Booted from my ghost cd, replaced current image with the ghost, didn't update Trend when it offered to do so - all is well. Time lost - negligable. Do I complain about or to Trend? No - everyone makes mistakes. So long as they don't happen very often, I'm happy.
Will QA's lose their jobs? Most likely - they 'green stamped' the definitions when they came through instead of testing them thoroughly. Odds are they were busy watching something on TV or gaming instead of doing their jobs - common in any computer firm on the weekend when the boss isn't around.
It will no doubt be hard for the little guys. A lot of times the steps small users have to go through to get things straightened out take more time than it takes to fix them.
Hmmm,
I just noticed something mildly interesting, the desktop stuff seems to have hit WinME and XP SP2, I am wondering what they have in common. Restore points perhaps?
Another thing, I don't have that much sympathy for the big corporates who are whining...........they must have let it through without testing on a single "reference machine" :eek: At least the small guy has the valid excuse that he doesn't have a reference machine? he just has his production box.
:)
This has been all over ISC for 3 or 4 days now... The corporate solution sounds fun... especially the "albeit slowly" part....
As for ghosting and restoring the image... It works great on the home network but I wouldn't the overhead on my 650 machines on a weekly basis... Nor would I want to have to reimage them all.. There has to be a creative way to disable the Trend AV and live without it for a while.... How hard can the mitigation be for not having client AV's running?
I can ghost a lab of over 100 computers in under 4 hours. Multicast is my friend. Don't know if it would be realistic outside of a lab setting, though.
Granted, if every workstation used a seperate image the process would be rather arduous.
The key is the *identical hardware* part. Most machines can then be restored from a single image. User specific settings can be kept on a fileserver. I guess licensing may become a problem in some places, though.
From Pattern File 2.594.00 may cause high CPU utilizationAnyone know what certain circumstances? I first saw this on Incidents.org and checked my pattern file, I was running the affected pattern file with no problems. The real problem I had was updating to the new file ( would not connect to the server for a while .) ( XP2pro, SP2 )Quote:
Due to an isolated anomaly in the engineering, development and pattern release process, the UltraProtect decompression may, in certain circumstances, cause some systems to experience high CPU power consumption. This can lead to system instability when this specific file type is scanned using Pattern File 2.594.00.
An ex- MS employee on payroll at Trend Micro? ? ?
One task I did not do before taking leave ... uninstall VET (computer Associates AV), and install (you guessed it) Trend Micro AV...
But the It should not have worried our system.. (Pubic Holiday on Friday - complete shutdown for 4 days) no servers or clients running untill this morning.. (And My mobile is turned OFF)
Hardly! The Xp machine ( my newest one ) was taken over by my wife. I just keep it updated and running or I'll have hell to pay!Quote:
An ex- MS employee on payroll at Trend Micro? ? ?
Down here in my dungeon I am surrounded by older, some throw-aways, running everything from RH 7.x to FreeBSD 5.3.
Back to my question:Doesn't UltraProtect use Java to decompress? Doesn't the Trend Antivirus also use Java?Quote:
the UltraProtect decompression may ...
Could that be where the problem was? I believe that machine ( the one that did not seem affected ) uses as the Sun Java Default Virtual Machine Version 1.4.2_08-b03.
Any chance the machines that were infected are using the M$ version ?
Just wondering.
Yesterday
http://news.zdnet.com/2100-1009_22-5...=zdfd.newsfeedQuote:
"We apologize to the people, and we are willing to compensate them for the extra work they had to do (on) their machines," said Raimund Genes, president of Trend Micro for Europe. "It's a pattern file that we made a mistake on. I would say this is an isolated incident, but we have to figure out why it wasn't caught by the quality assurance."
Today
http://www.techworld.com/security/ne...fm?NewsID=3559Quote:
"I am really, really sorry for releasing this product ... [which caused] a lot of trouble for our customers and stopped your businesses working for more than two days," said Eva Chen, chief executive officer at Trend Micro. But the company will not pay compensation to individuals or companies, said Mahendra Negi, the company's chief financial officer. "We have been focusing on supporting our customers, we are not looking at compensation," he stated.
Apparently Genes didn't talk to the CFO first or was 'misquoted'??
Granted everyone makes mistakes but which is a bigger black eye for the company, the bad defs or renegging on the compensation issue (I never saw anything on Trend's site yesterday regarding compensation just what was in the article)
Either way I still love their on-line scan for on-site work and one bad incident won't change that.
Hi, whatthe
I have just had a quick look at Trend's financials. They look to be making around $160M for this fiscal. (I guess that is net profit before taxation and extraordinary items)
Now I would guess compensation could run between $20M and $25M which would be 12-15% straight off the bottom line :eek:
Not a difficult decision on the face of it?
It will be interesting to see how their customer base and the financial markets react?
:)