Steve Bostedor

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  sbostedor 11:53 am on November 21, 2008 Permalink | Reply
  Tags: news (3)   

  The worst support ever goes to …. Symantec 

  Mr. Steve Bostedor has entered room.

  Thara has entered room.

  Thara(Fri Nov 21 2008 10:16:49 GMT-0500 (EST))>

  You are being transferred to Thara.

  Thara(Fri Nov 21 2008 10:16:53 GMT-0500 (EST))>

  Welcome to Norton Spyware & Virus Removal Service.
  Is this the first time you are contacting us or do you have a Priority ID?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:17:07 GMT-0500 (EST))>

  first time

  Thara(Fri Nov 21 2008 10:17:39 GMT-0500 (EST))>

  May I confirm your email address as  steve@bostedor.com   and direct phone number as     , am I right?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:17:54 GMT-0500 (EST))>

  yes

  Thara(Fri Nov 21 2008 10:18:00 GMT-0500 (EST))>

  May I know which country you are connected from?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:18:10 GMT-0500 (EST))>

  USA

  Thara(Fri Nov 21 2008 10:18:23 GMT-0500 (EST))>

  Please provide me your alternate phone number or mobile number.

  Mr. Steve Bostedor(Fri Nov 21 2008 13:18:47 GMT-0500 (EST))>

  Mr. Steve Bostedor(Fri Nov 21 2008 13:18:51 GMT-0500 (EST))>

  that is my phone number

  Thara(Fri Nov 21 2008 10:19:01 GMT-0500 (EST))>

  Are you connected from the computer, which is facing this particular issue?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:19:11 GMT-0500 (EST))>

  no

  Mr. Steve Bostedor(Fri Nov 21 2008 13:19:25 GMT-0500 (EST))>

  Bozteck VNCScan (www.vncscan.com) is a commercial remote management application for IT departments.  It has a file in it called remote.vncscan.dll and it is being detected as a virus in your latest DAT files.  This is a false positive

  Thara(Fri Nov 21 2008 10:19:47 GMT-0500 (EST))>

  Is the infected pc is near to you?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:20:06 GMT-0500 (EST))>

  the computer is not infected

  Mr. Steve Bostedor(Fri Nov 21 2008 13:20:15 GMT-0500 (EST))>

  It’s a false positive

  Mr. Steve Bostedor(Fri Nov 21 2008 13:21:34 GMT-0500 (EST))>

  hello?

  Thara(Fri Nov 21 2008 10:22:02 GMT-0500 (EST))>

  Yes, I am with you

  Thara(Fri Nov 21 2008 10:22:12 GMT-0500 (EST))>

  May I know if your computer is on network or it is a stand alone PC?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:22:32 GMT-0500 (EST))>

  Why would you need to know this for the problem that I am reporting?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:22:54 GMT-0500 (EST))>

  Is this an automated system or a human being?

  Thara(Fri Nov 21 2008 10:23:24 GMT-0500 (EST))>

  Yes, this is a human being

  Mr. Steve Bostedor(Fri Nov 21 2008 13:23:45 GMT-0500 (EST))>

  ahh – is there a better way to report false positives to Symantec than this?

  Thara(Fri Nov 21 2008 10:24:19 GMT-0500 (EST))>

  Thank You for all the information. I would now create a Priority ID for you.

  Thara(Fri Nov 21 2008 10:26:26 GMT-0500 (EST))>

  Thank You for your patience.

  Your Priority ID is 490478263    . Please make a note of it for future reference.

  Mr. Steve Bostedor(Fri Nov 21 2008 13:27:11 GMT-0500 (EST))>

  ok

  Thara(Fri Nov 21 2008 10:28:22 GMT-0500 (EST))>

  As I understand from your issue description, you are getting False Positive for remote.vncscan.dll. Am I correct?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:29:44 GMT-0500 (EST))>

  yes

  Thara(Fri Nov 21 2008 10:30:46 GMT-0500 (EST))>

  Steve, since you have mac operating system, I will transfer you to the concerned department. Please do not disconnect the chat.

  Thara(Fri Nov 21 2008 10:30:59 GMT-0500 (EST))>

  Shall I proceed?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:31:21 GMT-0500 (EST))>

  umm – this isn’t a problem on the MAC

  Mr. Steve Bostedor(Fri Nov 21 2008 13:31:30 GMT-0500 (EST))>

  It’s PC software – thus the .DLL extension

  Mr. Steve Bostedor(Fri Nov 21 2008 13:32:10 GMT-0500 (EST))>

  When you asked if I was chatting from the affected computer, I said no

  Mr. Steve Bostedor(Fri Nov 21 2008 13:34:46 GMT-0500 (EST))>

  Do you guys have a mechanism for customers to report false positives and submit a sample executable?  That’s really all that I need to know

  Thara(Fri Nov 21 2008 10:37:23 GMT-0500 (EST))>

  Steve, we will not support mac os. I will transfer you to the concerned department who will help you regarding this. Shall I proceed?

  Mr. Steve Bostedor(Fri Nov 21 2008 13:37:40 GMT-0500 (EST))>

  OMG!  I’m not using a MAC OS

  Mr. Steve Bostedor(Fri Nov 21 2008 13:37:55 GMT-0500 (EST))>

  please transfer me to someone who can read English

  Thara(Fri Nov 21 2008 10:41:00 GMT-0500 (EST))>

  Steve, I am sorry. Will you please confirm your OS.

  Thara(Fri Nov 21 2008 10:42:02 GMT-0500 (EST))>

  Actually we are not supporting Mac OS. We are supporting only windows.

  Mr. Steve Bostedor(Fri Nov 21 2008 13:45:12 GMT-0500 (EST))>

  This is for a Windows computer, not the computer that I’m on

  Mr. Steve Bostedor(Fri Nov 21 2008 13:47:20 GMT-0500 (EST))>

  We pay thousands of dollars to Symantec each year for licensing and this is the kind of support that we get?

  Thara(Fri Nov 21 2008 10:48:56 GMT-0500 (EST))>

  Steve, you have to contact us from the infected pc.

  Mr. Steve Bostedor(Fri Nov 21 2008 13:49:27 GMT-0500 (EST))>

  this is ridiculous – there is no infected computer why can’t you understand that?

  Thara(Fri Nov 21 2008 10:49:52 GMT-0500 (EST))>

  You can use your priority id for contacting  us later.

  Thara(Fri Nov 21 2008 10:50:03 GMT-0500 (EST))>

  Okay

  Thara(Fri Nov 21 2008 10:50:26 GMT-0500 (EST))>

  At that time we will surely help you.

  Mr. Steve Bostedor(Fri Nov 21 2008 13:51:06 GMT-0500 (EST))>

  I’m going to save this chat and send it to people in Symantec who can make a difference.  This holds the record for the worst support that I’ve ever received from an organization ever.

  Mr. Steve Bostedor(Fri Nov 21 2008 13:51:37 GMT-0500 (EST))>

  You will find it posted at http://www.boztedor.com in about an hour

  Thara(Fri Nov 21 2008 10:52:11 GMT-0500 (EST))>

  Is there anything else I can help you with?

   

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  sbostedor 2:34 pm on November 10, 2008 Permalink | Reply
  Tags: microsoft (3), Terminal Server   

  Windows Terminal Server Woes 

  We’re upgrading a Windows Terminal Server from 2000 to 2003 this weekend.  We’re stopping there before upgrading to Windows 2008 Terminal Server due to application compatibility issues.

  Last month, I ordered the last of the Client Access Licenses through our CDW Open License Rep.  Today, I attempted to install them.  The license server is running on one of our Windows 2003 domain controllers.  If you are operating in an Active Directory environment, the Terminal Server License Server must be on one of your domain controllers.

  Microsoft has a horrid method for installing and applying purchased licenses to their Windows Terminal Servers.  Here’s a quick rundown of the required step with EACH license purchase:

  • Launch the Terminal Services License Manager
  • Choose to install a new license from the menu
  • Open Internet Explorer and browse to https://activate.microsoft.com
  • Copy/Paste the Terminal Server Licensing Server unique ID into the text boxes on the website This consists of 7 sets of 5 character blocks.  They can not be all copied and pasted at once.
  • On the web form, you’re asked to fill out identity information
  • Next, on the web form, you need to TELL IT what kind of licenses these are and what version of server these licenses are.
  • You, then tell it the quantity of licenses.  Odd that it can’t find this out by the license number!
  • After a couple more screens, you are presented with another 35 character number separated into 7 sets that you have to paste one-by-one back into the wizard at the Terminal Server License Server.
  • Finally, you hit Next and either get a “Success” or a “Failed” message.

  I got a “Failed” message with an error message 0×13A7.  After looking it up, I ran into a knowledge base article that states that Windows 2008 Terminal Server CAL’s can not be installed into a Windows 2003 License Server.  But I only wanted to use Windows 2003 Terminal Servers, not 2008!  What a mess!

  CDW was not much help.  Their “licensing expert” swore to me that this will work despite my insisting that it’s not working.  After waiting too long for a solution from CDW, I decided to play around on my own.

  I went back through the process bulleted above for the 5th time today and, this time, told it that the licenses were for a Windows 2003 Terminal Server instead of a Windows 2008 Terminal Server.  This shouldn’t be allowed because the EULA specifically states Windows 2008 server for the activation code.  It was a long shot but I decided to give it a try.

  It worked!  I finished the process and the License Server accepted the resulting 35 character code.  I repeated the process for the other 20 CAL’s that were purchased with the same success.

  It’s sad to see Microsoft use such a difficult to manage licensing process for their Terminal Server licenses.  It’s so … 1990’s!

  Secure Citrix Systems » Blog Archive » Windows Terminal Server Woes | Steve Bostedor is discussing. Toggle Comments

   
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  sbostedor 5:25 pm on December 14, 2007 Permalink | Reply  

  Photos: The transistor turns 60 

  Happy Birthday 111100′th Birthday!

  
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