Just for fun!! Tech Support for Dad by Tom Smith

It had been a long ass work week, it had been a long ass day, I was hoping I could just go home and sleep the night away, But the message waiting for me was the worst a man could know: “Hi there, son, could you call me back? My computer’s running slow.” There are bamboo shoots and water torture, German blondes named Gert, Films with Adam Sandler and lots of other things that hurt, But it’s not my job or girlfriend that finally drove me mad, I’ve been on the phone long-distance doing tech support for Dad.

It took seven tries to get him to the Start menu and Run, He had Bonzi Buddy, Comet Cursor, and Quicktime 3.1. I said I’d try to find out if his firewall had been breached, Turned out he’d bought this Compaq before Clinton was impeached.

Service packs and driver updates, he needs every single thing, And he gets online by dial-up, so he might be done by spring, But he trusts that I can fix it, his beloved college grad, Never mind it was in Russian, now I’m tech support for Dad.

After thirty seven reboots and a dozen clean installs My room is trashed, my plants are dead, and there’s green slime on the walls But his ‘puter’s running smoothly, I can finally get away, When he says, “Oh, son, one more thing — how do you sell stuff on eBay?”

Here’s a pox on all programmers puttin’ crapware on your shelves, May you have to teach your programs to your dads by phone yourselves, There’s the Normandy Invasion, and the Siege of Leningrad, And the special hell filling in for Dell as tech support for Dad.

Now I’ve built him a computer, nothing can get in or out, The firewall’s adamantium, and the drives are sealed with grout, And if this one starts to run slow, well, that’s just too damn bad, ‘Cause I’d rather shave my eyeballs than do tech support for Dad. Tech support for Dad. Tech support for Dad. 

Hang on, son — your mom wants to know how to set up a web page.”

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!!!

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!

Computer fraud is an everyday issue. We are becoming accustomed to hearing on the news about criminal groups that clone credit cards, hack mail accounts, bank accounts, etc.                                                                                                                                                                               

Most of these scams are carried out withour the user’s knowledge. The process is transparent until the scam is complete. However, in the case of phishing, users knowingly send their bank details to an email address (or website), and therefore have an active role in the scam.
 
Despite the best efforts of banks to warn users about these risks, victims still fall into the same traps. Today however, I would like to talk about another scam we have encountered on the Internet. It’s a traditional scam adapted to use a combination of new technologies to defraud users.
 
Ever heard of the pigeon drop scam before? Basically, it involves convincing a victim or ‘pigeon’ to give up a sum of money in order to obtain a larger sum of money. The result however is that the scammers end up with all the money.

There are many variations, but typically, the victim is presented with the chance by one of the scammers -who will often appear to be extremely naïve or stupid- to get a large sum of money (or valuable object) in exchange for a much smaller amount. A stranger (in reality, one of the scammers) will invariably appear, encouraging the victim to seize this ‘opportunity’. The victim hands over his money in exchange for the bag or envelope containing his sudden windfall, which, as the bag has been switched, turns out to be strips of newspaper or other worthless material. By this time the scammers have made off with the victim’s money, and the ‘pigeon’ will rarely report the crime through guilt or shame.
 
As innovation is all the rage among the criminal fraternity, we now have a technological version of this traditional scam. A user receives an email explaining how easy it is to become a hacker and get hold of a list of credit card numbers which can then be used to buy things online, transfer money out of people’s accounts, etc.

To access the list, the user simply has to forward his own credit card details to the sender of the email, who is –needless to say- the real hacker. The hacker will then be able to use the credit card for whatever he wants. The scammed user will not know how to explain it to the authorities, as on the one hand, he has given out his details voluntarily, and on the other, he did so to steal from other users.
 
What do you think about this scam? Do you think those who attempt to scam others deserve what they get?

We remind you we are in the  Tech Support Forum and on http://twitter.com/PandaTechSup

The term Web 2.0 is associated with web applications which facilitate interactive exchange of information, data sharing, and collaboration on the world wide web. It is thought to have been coined after a conference held by O´Reilly media in 2004. The web 2.0 philosophy promotes web-based communities, hosted services, web applications, social-networking sites, video-sharing sites, wikis, blogs, not to mention social networks aimed at various sociological profiles.

Companies are more and more implementing community knowledge bases enabling users to solve product and customer service issues on their own. In Panda Security, we are particularly sensitive to this issue and have deviced additional means of Support such as forums, multimedia tutorials, blogs, etc.
The Panda Security International Technical Support Forum for example, enables not only moderators, but users to directly help one another. These new sources improve the quality of support as massive feedback is obtained directly from the users themselves. Community knowledge bases create smarter, more informed customers and users. Content can be authored by both internal and external resources providing a rich source of information relating to the company’s products and services. What´s more, collaboration is a key issue: It improves decision-making, and enables knowledge workers to meet mission objectives with the best information available. However, for an average user, technology in this regard may have already gone too far, and the user finds himself not really prepared to face the trend in technology, some users even questioning the validity of all these tools.

So, before web 3.0*, the natural evolution of web 2.0, spreads, let´s test how web 2.0 you are!! Simply fill in this quiz on social media and web 2.0 by Quizible and check how many of the 32 icons you recognize!!

Web 3.0*: a concept which aims to transform the network in a data base, in search of making content accessible by non-browser applications and towards artificial intelligence and the semantic web.

 If you think you need to improve your web 2.0 skills, check this video to grasp the basic concept of web 2.0!

Why don´t you share your experiences with us and tell us which of the various collaborative tools you find most useful generally speaking? Thanks a lot! Your feedback is really useful to us, as we constantly work to provide you with the most user-friendly tools!!

Financial motivations lead malware developers to craft the stealthiest banking Trojans to steal personal and financial data for further exploitation on the black market.  Day after day innocent victims are hacked with the end result being an emptied out bank account.

This video demonstrates how dangerous and stealthy banking Trojans can be and why we must continue to raise awareness on the issue.

Make sure your Panda Security–antivirus  solution is up-to-date, we’ll take care of protecting you while you use your bank online.
As you can see, the criminal mind is quite creative, but you can avoid falling victim by paying attention and implementing the necessary security measures.

Would you like us to mention any other information that can help people avoid these crimes? Why not tell us about it?

If you still have a banking trojan problem, we remind you we are in the  Tech Support Forum and on http://twitter.com/PandaTechSup

e-Knowledge Department

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

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

Some parents believe that if their children do not have access to new technologies, they may not be preparing them for the future. Consequently, they purchase a PC and pay for an Internet connection for their children to benefit from it.

• Do children really need a computer at home?
• How much time should they spend on the computer?
• What should and shouldn’t they do?

These answers can be provided by your children’s teachers, who will inform you: 

1. Whether they learn about new technologies at school and whether they need a PC at home. 
2. Whether the school has computers children can use out of school hours to do their homework.
3. Whether libraries and youth centers nearby offer basic courses, activities or free Internet use. 

Above all, teachers will know your children and can provide guidance regarding activities and the time they should dedicate every day, depending on their age and educational progress.

You will see children’s enthusiasm as they turn the computer on (without fear or prejudice), and the speed with which they assimilate concepts that adults have taken a long time to assimilate.

• Through educational games (music, letters, numbers, pictures, etc.) they expand their vocabulary, and improve their writing, reading, memory and motivation.
• When they search for information (mostly when working with other students or parents) children learn to overcome obstacles through team work, and are encouraged to share.
• On using social networks (Facebook, Twitter,…), they evolve as individuals feeling part of a group that has their same interests, etc. Remember that this point is not without risks.
• Later on, as children advance, let them explore in a controlled way, monitoring them at a distance. You will be increasing their security and autonomy.

We have found common guidelines among parents and children between four and eight years:

• Parents install games they have previously checked.
• Internet access is limited to specific pages through a control (Antivirus - Parental Control).
• During the week, limit computer use to an hour a day maximum.
• When children have the chance to play with friends, go for walks, on excursions, etc. turn the computer off. 
• If children behave badly, don’t let them use the computer. 
• In the case of adolescents, these guidelines are also valid, but slowly increasing their autonomy according to their level of responsibility.

All this, bearing in mind the danger and tips previously explained in this blog and in your children’s educational environment.

Tell us your experience and whether you want us to focus further on a specific area.

Nerea Bezares -  eknowledge Department