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Eset Internet Security Failed to detect and deal with Ransomware

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we are business customers for ESET for a while already.

We recently found that some computers where infected with some crypt files and probably some ransomeware.

We suspect this coming maybe from user opening malicious link.

My question to you please: why ESET has not been able to detect ransomware and further malicious commands.

Is there anything we can do to recover the damage?

Thank you

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Before making any conclusions, please provide logs for further investigation. To start off, please provide me with:
- logs collected with ESET Log Collector from an affected machine
- a couple of encrypted files (ideally smaller MS Office files)
- the ransomware note with payment instructions.

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