Bill001 0 Posted July 20 Posted July 20 Technical support is not available for users in China When submitting a technical support request on this page, users in China will not be able to pass the recaptcha authentication due to network problems. The message will say “please check the recaptcha button to continue.” By the way: the support service in China sucks, even after submitting a work order to them, there is no response, and 9 times out of 10, an email to support[at]version-2.com.cn will not be answered!
Administrators Marcos 5,441 Posted July 21 Administrators Posted July 21 Thank you for the heads-up and we apologize for the inconvenience. I've asked a person from ESET HQ to reach out to the Chinese distributor and check the situation with them.
Bill001 0 Posted July 22 Author Posted July 22 23 hours ago, Marcos said: Thank you for the heads-up and we apologize for the inconvenience. I've asked a person from ESET HQ to reach out to the Chinese distributor and check the situation with them. See picture for problem How to report false positives has also become a problem, I can only do it now by posting messages on the forums
Administrators Marcos 5,441 Posted July 22 Administrators Posted July 22 4 minutes ago, Bill001 said: See picture for problem How to report false positives has also become a problem, I can only do it now by posting messages on the forums Where did you take the above screenshot from? The internal submission form looks very differently: Also you can submit suspicious files or report FPs by email as per https://support.eset.com/en/kb141.
Bill001 0 Posted July 22 Author Posted July 22 11分钟前，马科斯说： 上面的截图是从哪里来的？ 内部提交表单看起来非常不同： 此外，您可以根据 https://support.eset.com/en/kb141 通过电子邮件提交可疑文件或报告 FP。 从此页面 https://www.eset.com/int/support/contact/ 使用 eset 软件的内置报告渠道几乎没有效果
Administrators Marcos 5,441 Posted July 22 Administrators Posted July 22 As I wrote, for submissions use either the internal submission form or follow the instructions at https://support.eset.com/en/kb141.
Bill001 0 Posted July 22 Author Posted July 22 3 minutes ago, Marcos said: As I wrote, for submissions use either the internal submission form or follow the instructions at https://support.eset.com/en/kb141. As for the effect of reporting false positives/missed positives from samples@eset.com, the success rate of reporting is random, I have reported the virus file once in the past and succeeded, but this time the report of false positives has not been resolved, and only received a reply from the machine saying that he had received the file and then nothing else, and in the end, it was only when I came to this forum that I was able to solve the problem.
itman 1,799 Posted July 22 Posted July 22 FYI. To submit samples from the Eset GUI, refer to the below screen shot;
Bill001 0 Posted July 22 Author Posted July 22 1 hour ago, itman said: FYI. To submit samples from the Eset GUI, refer to the below screen shot; I try it.But the likelihood of the misinformation being resolved from here on out is slim to none.
Bill001 0 Posted July 24 Author Posted July 24 On 7/22/2024 at 4:22 PM, Marcos said: As I wrote, for submissions use either the internal submission form or follow the instructions at https://support.eset.com/en/kb141. The problem of submitting a technical support work order showing “Please check the reCAPTCHA button to continue.” still exists The local reseller sent me a strange email, it looks like there is something wrong with their email configuration that is preventing them from receiving tech support related messages. A screenshot of the email will be sent to you via private message.
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