Tech Support Help:Virus

Posted by: Woods Scot on 19 September 2012

I am hoping someone here can give me some technical advice on how to deal with a potential virus on my NAS drive (Lacie 2big NAS).

Here is the story. My nServe (SSD) recently started to act up. If the power would go out, it would get stuck in the "boot up cycle". I did send it back to the distributor here in Canada. At first they were not sure what they were looking for, and then determined that I had the win32/conflicker worm on my nServe. it was subsequently wiped clean

I found this curious as I rarely if ever use a USB device/memory drive, and never directly to my serve. Neither here nor there I guess.

Once diagnosed, I scanned my drives, and ran the stinger app on my Macbook pro. I ran several other antivirus programs (Sophos and Kaspersky). On each scan of my macbook, usb's, external hard drive and my NAS public folder, there was no sign of the suspected virus. The nServe was returned, was connectde for about 6 days and not, after a power outage, it is once again stuck in the "boot up mode"

I am wondering if there is something I am missing. My nServe is once again stuck in the boot mode, indicating that the virus is still present; and has once again taken hold of the nServe.

Any suggestions?Is there a way to scan my NAS with the stinger app (McAfee), and how would I go about doing this.?How do I access my Lacie Root directory to scan it? I am a little frustrated at present and any help would be appreciated.

Step by step instructions would be great if anyone wants to take the time.

I am running OSX 10.8.1 on my MacBook pro, I have a Lacie 2big Network NAS that I am using to stream media (it is actually connected to my nServe via ethernet cable.)

Thank you in advance.

Scot Woods

Posted on: 27 September 2012 by Woods Scot

Progress, kind of ...... After an exhaustive search of my network, no virus has been detected; after an outlay of 210$ for tech support and software. My NAS is up to date with all protection software and firmware. Always has... So my frustration remains. And I would never knowingly or intentionally send something as potentially destructive as a virus to Naim or my Naim dealer

Also brought to my attention was the fact that there was an apparent virus on trip #2 for service (not sure why this wasn't relayed to me or my dealer at that point either), so after 3 returns and considerable downtime I will receive a replacement. And to be honest I am not all that interested in it any more. After 4 times my patience is worn and my pocket book is a bit "tired" as well Maim HQ wants to look at my unit and I guess we will see what they say . But this has been a very unpleasant experience. On the positive side my LP12 has been spinning quite a bit

Posted on: 27 September 2012 by The Hawk

Sorry to hear of your ordeal. As you say though, there is the positive side! It's nice to know you can still rely on your vinyl.

I understand your frustration, but Naim is giving you a replacement and it should all work out in the end! Best of luck!

Dave

Posted on: 27 September 2012 by spartacus

Scot I completely agree with The Hawk. Hopefully the pain and frustration will fade when you get a replacement and start using it again. It's good to know that you still have a good source playing music in the meantime. This is why I've never got rid of my turn table, vinyl, CD player or CD's.

I agree that no one would want to infect a dealer or Naim with a virus. Hopefully Naim can get to the root of this problem.

Posted on: 28 September 2012 by Woods Scot

So my frustration is hardly waining. Hate to go on with this , but I will share what has been happening...further.

I had a good chat with a tech rep from Lacie, regarding my NAS. I was told that it is not possible for a Windows virus to inhabit the "inner workings" of the NAS as it is Linux coded. They only place that it could hide is in my shared files; which have been scanned 3x by 3 seperate programs + 1 service technician.

So the nServe issue, lies not with a "virus" or maybe rather not solely with a virus. There is apparently something deeper.

It is no longer a matter of simply replacing the unit. I would really like to know, what has now affected my serve to have had it returned for 4 separate services? And has cost me over 300$+ once we factor in return shipping, additional anti virus software, service techs , and the amount of my time spent running around for all of this. I have to make clear, that throughout this my Naim Dealer has been great; supportive and has gone the extra mile, despite some roadblocks that have been put in front of him. I think we both deserve better at this point.

Sorry to rant, but I am not happy Many posters want me to be happy with the " great service " that I am being provided. I don't think great service is defined by simply giving me something that works, or replacing something that does not work, to the tune of 3700$ CDN + the aditionals. Service is providing solutions on offering assistance (obviously not the exact definition). And after paying this amount of $ one would expect to have a product that works. Not one that is inherently flawed. I have continually had to find and propose solutions/answers, and do a great deal of foot work on my own. Very little has been offered in the part of Naim Canada. And if it has, only after some serious badgering on my end.

Rant done. Thanks for listening. Hopefully, we can ALL learn something from this experience.

Scot

Posted on: 28 September 2012 by Robko

I have to agree with Scot about the service standards in Canada are very poor.

Posted on: 28 September 2012 by Steve J

Scott,

You have more patience than me. Your rant is totally justified. Your experience is one of the reasons I haven't ventured into the world of streaming. The inherent instability of any computer based system and the likelihood that the products will be superseded by newer versions in a short period of time, like computers, phones and digital cameras, has put me off. In your position I would get rid of it and use the money to upgrade the rest of your system. Thank god for vinyl!

I'm not knocking those who enjoy streaming, just giving my POV based on your experience.

Steve

Posted on: 30 September 2012 by Woods Scot

I want to thank Manu for his time this weekend. While at TAVES this weekend, we managed to find some time to discuss my recent problems, and work out a solution. I wish it hand't taken this long, but am very thankful for the talk, and for the "gift" to help smooth things over.

Still firm in my decision to forgo the nServe, and keep a credit to use towards any "interesting" kit that my be headed our way in the New year

Thanks all for the support. And as for great service....well, we are getting there.

Scot

Posted on: 02 October 2012 by Manu

Scott,

Your last post looks like the sign of a good service... We have done all we could to solve your problem and it has cost us a lot in time, shipping costs,... but this is our job to do that...

The source of the problem is still unknown, your unit will go back to Naim, they will investigate...

Glad you apreciate the ''gift''.

Posted on: 02 October 2012 by Manu

Robko,

Your judgement is completely unjustified and inappropriate on a public forum.

We are known and respected for the quality of service we offer. We would not have grown to be one of the major distributors in North America if we have not always offered a world class service.

I do not know about your personal experience, but even if you had a difficult situation with us, you are not allowed to generalize.

If you have a specific problem, email me : naim at plurison dot com

Posted on: 22 October 2012 by Robko

Hi Manu,

I would suggest that you think a little more before posting your rants. My statement is based on my personal experience with Naim. The negative tone of your response is extremely disappointing from a Plursion (Naim distributor) employee.While I admire your passion for your employer , I would suggest that you take a more "customer centric" position when you decide to reply back to consumers.