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Date: September 16, 2008

Subject: AntiSpyware Master

Purpose

This alert has been generated due to an issue that may affect my clients’ computer security. A malware program masquerading as a legitimate antivirus software exists. Of particular note are the following:

1. The program looks legitimate.
2. There are several methods that this malware can be introduced into your computer:
   1. Installing a malicious codec through a multimedia file.
   2. Infection from a Trojan virus.
   3. Social networking spam from fake social networking profiles.
   4. Peer-to-Peer (file sharing) networks.
3. The software, and others like it, requires payment before the software is “installed” and activated to “protect” you. This is a typical ploy for malware.

Background

A client noticed a red circle with a white ‘X’ in the lower right-hand task bar and a pop up notification that the computer had been “infected” with a virus.

This threat is persists with initial reports of this malware starting in April 2008.

What AntiSpyware Master Looks Like

On the next page you will note a screen shot of the main program screen. It is in process of “scanning” the subject computer and relies on false positives to encourage users to take the next step in the process: to pay money for nothing.

The program looks like this:

AntiSpyware Master

 

Resolution

In this case Malwarebytes’ Anti-Malware was downloaded and installed. A quick scan was initiated and in 10 minutes the program found 8 suspicious items. The items were removed and the pop ups ceased. Once the scan is complete and the malicious items removed then:

1.  
   1. Remove the icon titled “AntiSpyware Master” was removed.
   2. Remove the program group titled “AntiSpyware Master” was removed.

Precautions

1. Keep your anti virus software up to date.
2. Be aware of this program in general and do not initiate any web activity that directs you to a site that promotes this software.
3. Ignore any alert that AntiSpwyare Master has “detected” any virus on your computer.
4. Do not attempt to click on the program to close it. This WILL generate more activity and insure infection.
5. Simply shut down all other programs and then shut down your computer completely.
6. If you are infected contact me ASAP and I will assist you on the removal of this software.

References

http://www.malwarebytes.org/mbam.php

Conclusion

This Service Alert addresses a potential threat. There is a good chance you may not be affected by this particular threat but an awareness of it existence will make it less likely to affect you.

If you have any questions or concerns please contact me.

Clients and perspective clients from Waterloo Region: If you want a demonstration please email me at ericedwards@rogers.com .

In this case the ISP was Bell Sympatico. The test netted a download speed of 577 KB/s and upon inquiring with the customer they confirmed they were paying for 7 MB/s. Wow. Not bad. They were only getting 8% of their rated maximum throughput!

What was interesting about this visit was several fold:

• Bell has an Executive Solution Center at 1-866-317-3382. This support center is based in Ottawa and this number was obtained by a client because they complained that the support given at 310-SURF (7873) was so heavily accented they had problems understanding them. This has been an issue for my clients more than once.
• The call was initiated and the wait was not too long. About 5 minutes compared to a previous call to 310-SURF (7873) that was on hold for at least 15 minutes and was ended out of frustration.
• The client went to the accounts group to inquire about the differential in service from what he was paying for and what he was getting. This was interesting…

The rep indicated immediately that they would downgrade them to 2 MB/s and not charge the client the “normal” $25.00 downgrade fee. In addition, they would “give” the client the first 2 months free. Wow. Well done. The issue was clearly that regardless of what program they put the client in they still would have a deficit in speed. Regardless of the pricing and service package they would STILL only get 577 KB/s!

You have to wonder about the customer service rational of an organization that:

• First, allows a customer to upgrade to 7 MB/s when, upon further investigation it was found out by me that Sympatico’s database clearly puts this clients phone number exhchange in the 3 MB/s category. Even by Bell’s own records the value of upgrading to 7 MB/s is technically IMPOSSIBLE. Yet they did and were quite happy in taking a customer’s money as long as they were ignorant to the outcome.
• Second, suggests that downgrading to 2 MB/s when the client would still have a performance deficit of 72%. Even with the downgrade the client would only get 28% of rated speed.
• Third, downgrading and waiving a fee for insufficient service is ridiculous. Simply “giving” the client $25.00 and discounting the subscription fee for ISP service is not an adequate response to this issue. In fact, chances are a Bell Sympatico client in this situation has had a speed problem since they became a subscriber.

The representative was professional and understandable verbally. They projected empathy but that was not going to solve the problem. But the said something really intersting.  To paraphrase:

Internet speed tests are NOT RELIABLE and many sites serve off viruses!

Pretty cool. Injecting fear into a client at this point in an attempt to do what? Create doubt in their mind that the speed test is inaccurate and  discourage them from going out and doing tests. A sign of corporate desparation I think.

The two speed test I use are legitmate sites and their accuracy is adequate for the task. I know that an ISP checking speed on a line is going to be more accurate but all the same it is an effective tool to assess Internet connectivity speed.

Compounding the client’s frustation was the almost rabid insistance of the rep to downgrade them. It was clearly obvious if I did not intervene the rep would downgrade the client and this would not solve the problem. At this time I took the phone and insisted on speaking to tech support.

This part of the call had its interesting points. The rep confirmed we would not be going to “another” unamed country but had the option of talking to someone in Moncton, Montreal, or Ottawa. I believe Calgary was mentioned as well. The call was directed to tech support at this time.

There the rep indicated that the speed being obtained by their test as 672 KB/s and the area was rated on the Bell Sympatico database at 3 MB/s. They did a query on users in the same area (which was interesting and kind of cool) and indicated those users were getting up to 3 MB/s. From the call the rep indicated the problem was a line problem which was interesting as my client had just recently put in a new phone drop specifically for this internet connection.

We did some troubleshooting. Bell likes a dedicated line and jack used with no other devices but in my experience this has little impact if you use a 2 into 1 line adapter. We tested that and got no improvement in speed so the next step was to be transfered to the telephone line group in Hamilton.

At this juncture of the call I had to leave and do not yet know the outcome of the call. Since the other Bell users were (apparently) getting 3 MB/s the rep felt it was a line problem in the home which really opens up a can of worms since the client just had a line put in for the expressed purpose of supporting a ADSL modem. You would think that a line check would have been done to test the throughput of the line and find the problem on installation.

I was frustrated. And so was my customer. I wonder why?

Layton targets Google search results to divert online traffic to the NDP

1. Called on behalf of customer re. speed issue (160 KB/s). Tech support insisted on upgrading client to 8 MB/s. Client wanted 500 KB/s. Tech support ignored client’s wishes and upgraded to 8 MB/s without client consent. Coincidentally Bell called client to bundle services and verified upgraded ISP service. Downgraded on client request.
2. Speed tested one client. Paying for 5 MB/s and getting 2 MB/s.
3. 3 clients complain of not being able to understand the accents of Bell Sympactico tech support representative. Several clients have had so much trouble understanding the representatives they have requested I call on their behalf.
4. Tech support continually wants to upsell or change services instead of solving problem. They will NOT admit a problem and simply state that changing the service solves the problem.

Relating to item 1 and 4: this is a particularly disturbing call because the technical support representative was so aggressively maintaining the need to upgrade to 8 MB/s it bares the question:  Are tech support representaives on commission? I was in sales and the only thing I can think of to explain that tech support rep’s aggression (and I do mean aggression) to have my client buy that level of service is that they are being payed or spiffed for changing client accounts to a higher level of service.

But know where near as funny or damning as this Apple ad!

If you own a computer with any Microsoft product pre-installed on it usually you are recommended to go to the OEM for support on the Microsoft product. It even says so here:

If your Microsoft product was installed on your computer when you purchased it, the computer manufacturer is your primary source of technical support.

In the case of Vista this is patently NOT the case. The moment you mention Vista to a Dell tech support technician they won’t support you unless you are willing to pay an incident fee. If not they direct you to call Microsoft. Support for Vista Service Pack 1 is currently free (and was very good and thorough) but there is a disconnect between what Microsoft says and Dell:

Dell’s limited hardware warranty does not cover:

Software, including the operating system and software added to the Dell-branded hardware products through our factory-integration system, third-party software, or the reloading of software

This issue hi-lights one of my pet peeves with the PC industry. Just who is responsible for software support? As far as I am concerned if a PC manufacturer REQUIRES an OEM licensed copy of the operating system to be installed in the computer you own then they have a responsibility to support it. The brand recognition is a Dell computer with Vista…not it is Vista on a Dell computer.

The end-user’s perception does not seperate the two entities and nor should it. But, if you call Dell and do not purchase additional support services they will only address what THEY determine to be hardware issues. If it is a Vista issue you get directed to their software support group and that support is fee based.

Luckily Vista Service Pack 1 issues are currently covered at no cost by Microsoft.

Remember though, there is an interaction between the hardware a computer manufacturer provides and operating system. If a manufacturer delineates a clear separation of these two areas of support there may be a tendancy for the manufacturer to “blame” the operating system and direct issues that clearly are related to the interaction of the two systems that make your computer work. Most end-users cannot delineate what and where the problem lies. They count of the manufacturer’s tech support to tell them and this knowledge could be leveraged by support to direct the client to other support options that may not be appropriate.

I have seen this before. In the days of DOS WordPerfect there were several technical problems related to printing and WordPerfect tech support would ALWAYS blame hardware when, in fact, it was the interaction of their program with video and printer drivers.

A good hardware and software vendor knows this and works with ALL parties involved to solve the end-user’s problem. The bad ones generally pass you off to another resource. After those resources are exhausted then they may help.

See this issue in context of Vista and Nvidia…

This is what the BBC email looks like.