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

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  • An outdated Dr.Web version was being used.
  • 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.

The Russian developer of Dr.Web anti-viruses

Doctor Web has been developing anti-virus software since 1992

Dr.Web is trusted by users around the world in 200+ countries

The company has delivered an anti-virus as a service since 2007

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2003 — 2018

Doctor Web to rosyjski producent oprogramowania antywirusowego Dr.Web. Rozwijamy nasze produkty od 1992 roku.

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