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Reasons why Doctor Web may decline requests for free data recovery from users who purchased commercial Dr.Web licenses

Effective March 28, 2017.

Today an anti-virus alone cannot provide reliable protection against encryption ransomware.

Doctor Web is entitled to decline a user's request for free data recovery if at the time of the incident:

  • The target PC ran the anti-virus rather than the comprehensive protection solution*.
  • Dr.Web had not been updated for more than 24 hours, and the system had not been rebooted after the anti-virus's modules were updated.
  • Dr.Web was disabled.
  • An out-of-date version of Dr.Web for Windows was in use when the incident occurred (the current version is 11).
  • A Dr.Web component, such as SpIDer Guard, Anti-spam, SpIDer Gate or Preventive Protection, was disabled.
  • The value "Allow" was assigned to the Preventive Protection parameters “Integrity of running applications” and “Integrity of user files”.
  • The Data Loss Prevention component was neither enabled nor configured.
  • The user configured Dr.Web to exclude from scanning malware or application files containing vulnerabilities that enabled a malware program to start or perform its tasks.
  • The user re-installed Dr.Web or the operating system after the incident. Actions of this kind make it impossible to analyse the incident.
  • The user refused to provide Dr.Web logs to Doctor Web's support engineers or the log provided contains no information about the incident.
  • The user did not have a valid Dr.Web license.
  • The petitioner is not a rightful license owner. Doctor Web support engineers can request documented evidence confirming that the user is the rightful owner of the serial number found in the user's request.

* Products that provide comprehensive protection: Dr.Web Security Space, the Dr.Web Premium subscription package, and Dr.Web Desktop Security Suite under the comprehensive protection license.

If you mistakenly purchased the Anti-virus rather than a Comprehensive Protection license, you can upgrade your home or business license. Compare Comprehensive Protection with the Anti-virus..

Configure Dr.Web to protect your computer from encryption ransomware!

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Doctor Web has been developing anti-virus software since 1992

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2003 — 2017

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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