La Piazza Blog - PANDA SECURITY SUPPORT

Posted by David Verstraeten, November, 13th, 2009

Let me begin by introducing myself, my name is David Verstraeten, I am a support technician at the Panda Security Benelux offices and I have been giving support for both the Retail as well as the Corporate products.
One thing every technician enjoys is solving technical problems, no matter how hard finding the solution was!
To help us find a solution for your problem, you can also help us, and thus help yourself.

Here are a few tips:

If you are ever in need of help, access the TechSupport website, if you still need further help, let our TechSupport Forum expert technicians guide you.
In any case, have at hand the following preliminary information as it will speed up the resolution of your issue:

• Your client details, whether it is your client number, user name or activation code.
  With this information technicians can effectively track your problem and make sure your request for help is logged into our system. If your contact details are different from those you registered with us, that will save you some minutes to look these up while you are on the phone with us.
• Operating System, product and product version for issues regarding the updates and activation of the program. Very often we see that people are using older versions of the product, and certain issues are already solved in later versions, so it is important to make sure you have the latest version of the software involved.
  In the case of incompatibilities with third-party software, please indicate the name of the product and its version.
• And most importantly, a clear description of the problem.
  If you find it hard to describe what is going wrong, take a screenshot of what is occurring and send it to us. The more detailed information you can give us, the better we can analyze your problem and supply you with a solution or workaround.

Of course not all these things will be applicable to all situations, or it might not be clear to you what is.
If that’s the case, just provide whatever information you think is necessary and we’ll do our very best to help.

NOTE: Please use the forum, not the blog to address your technical queries

Thanks!

Tech Support Managers from Spain, USA, UK, Germany, Sweden, Benelux and France, together with the Support Managers in HQ and myself. They are the ones that make it happen everyday!! I’m so proud! Thank you guys, you are great!!!

Posted by Leyre Velasco, November 3rd, 2009

Do I have a virus? Am I protected with my current antivirus? Can I post in the Panda Forum? How can I activate my product?
All the answers to these questions and many more can be found in Panda antivirus Technical Support website. Resolve yourself your query any time of the day and from anywhere in the world.
Do you still not know it? Access now the Technical Support page and see it for yourself!! At the product level, Panda offers an extensive Knowledge Base which includes the most searched solutions tailored for you.

From the free antivirus option, you will be able to scan your computer completely free through an online scanner, detecting malware infections, such as threats, rootkits, trojans, identity theft, etc. Besides, from the Panda Support page, you will be able to access the Customer Service section, containing the most frequently asked questions about modifying your customer details, a password reminder wizard and so on.

Last but not least, we would like to highlight the Support Forum, a community meeting point where you can discuss technical and off-topic issues, make suggestions, share your experiences about the Panda products and of course, find solutions to your questions. Why don’t you join in? Simply register and take an active part in the forum!!

How else can we improve Support? Share your suggestions with us! We would be delighted to hear from you!

Posted by Cristina Bermudez,  October 16, 2009

This is a relatively common question and the answer is:

Spam is the massive sending of UNSOLICITED email. 

Spam is not mail received due to a voluntary subscription to a distribution list (usually in exchange for relevant information), even if you consider it to be annoying, as long as you can easily unsubscribe with just a few clicks.

 Tips to avoid being saturated by large amounts of unwanted mail:

1. Be wary of messages received from unknown addresses. In general, any message from an unknown address could be spam. If it is unsolicited mail and you don’t know the sender, we advise you to delete it immediately.
2. Never open or respond to the spam message. If you open and respond to an unsolicited mail, you will be confirming the spammer your address is correct and in use, and you will probably receive more spam.
3. Only publish your address on trusted websites that guarantee the address will not be published and you will not receive unsolicited information. 
4. Install an antivirus - anti-spam filter on your PC, NOW! 
5. Do not take part in email forwards, as they are an important source of email addresses for spammers.
6. Incredible but true, you still draw your attention to messages like “The true origin of swine flu”, “Poor deformed child could be cured by forwarding this message”; there are numerous messages of this type and they are all false.

If, after following these tips, you still have a spam problem, we remind you we are in the  Tech Support Forum and on http://twitter.com/PandaTechSup

Critina Bermudez -  eKnowledge Department

Posted by Blanca Carton October 13, 2009

Twitter, Facebook and MySpace are highly popular social networks. Unfortunately, there are always hackers who try to exploit the success of these networks for financial gain. Such is the case of Twitter, which has become an easy target for hackers to distribute spam.

How can you protect against spam in Twitter?

• Disable the “followback auto” option. This way, you will be able to choose the people you want to follow.
• Do not access all the links you receive. Make sure you know who you are following. 
• Follow the spam profile in Twitter: http://twitter.com/spam. You can find good tips here. For example, according to a recent post,  “If you gave your login and password info to TwitViewer, we strongly suggest you change your password now. Thank you!”
• Install a complete security solution on the computer, preferably with an antivirus, firewall and phishing filter module.

If you follow these tips you will be protected against spam.

What type of spam could I have received?

The most common types are:

• Trending Subjects Spam: This spam searches for popular subjects (e.g. Michael Jackson’s new movie, store discounts, etc.) to publish similar tweets with malicious URLs.
• Tweet spam: This type of message comes from one user following another. Consequently, all the attached followers can see the tweet.
• Direct Message: This direct message comes from a follower. Therefore only the recipient can see it.

Don’t forget to follow us in Twitter @PandaTechSup and visit us at our New Tech Support Forum !!

Blanca Carton -  eknowledge Department