CONTACTS 
0201 - Trend Micro, Inc.
020101 - Ms. Elena (Len) Quitoriano; Customer Support Representative
020103 - Consumer Support Team

SUBJECTS
Google Search Redirection Virus Problem Lost Virus Scan Log Trend Mi

3603 -
3603 -    ..
3604 - Summary/Objective
3605 -
360501 - Follow up ref SDS 7 0000. ref SDS 6 0000.
360502 -
360503 -
360504 -
360506 -  ..
3606 -
3607 -
3608 - Progress
3609 -
360901 - Virus Google Search Redirection Trend Micro Support
360902 -
360903 - Follow up ref SDS 7 716S, ref SDS 6 716S.
360904 -
360905 - On 101127, delayed downloading scan software and submitting log to
360906 - Trend Micro, ref SDS 6 ST4L, because Trend Micro scan with pccillin
360907 - showed the the computer was free of virus problems, and updated for
360908 - Microsoft Windows XP included protection against search redirection
360909 - problems, also, reported on 101122 1116, ref SDS 5 F45I
360911 -  ..
360912 - Since intervening experience shows Google searches on c16 continue to
360913 - be redirected, applied instructions in Trend Micro letter received on
360914 - 101122 1116. ref SDS 5 N46F
360916 -  ..
360917 - Today, called Trend Micro on results of scan review to resolve Google
360918 - Search redirection virus problem...
360920 -  ..
360921 - Talked to Allan...
360923 -  ..
360924 - Allan said that Trend Micro has no record receiving the letter
360925 - submitted on 101217 1210, ref SDS 7 LD35, and transmitting the log
360926 - requested by Trend Micro on 101122 1116. ref SDS 5 HH4L
360928 -  ..
360929 - Allan created a new case number.  He sent another letter with the new
360930 - case number.
360931 -
360932 -                            1-1-395893663
360934 -  ..
360935 - Rather than find the letter sent on 101217, Allan proposes that
360936 - customer do the scan again and submit another log file.
360937 -
360938 -
360940 -  ..
3610 -
3611 -
3612 - 1327
3613 -
361301 - Received Allan's letter from Trend Micro saying...
361302 -
361303 -    1.  Subject: [SR1-1-395893663] s
361304 -        Date: 24 Dec 2010 05:27:39 +0800
361311 -         ..
361312 -    3.  Greetings! Thank you for contacting Trend Micro Consumer
361313 -        Support.
361315 -         ..
361316 -    4.  Please note that this is a system generated email.
361318 -         ..
361319 -    5.  A Service Request has been created to serve you better.  Here
361320 -        are the details:
361322 -         ..
361323 -    6.  Service Request Number: 1-1-395893663
361325 -         ..
361326 -    7.  In addition, you may visit the following resources on our
361327 -        support portal for additional assistance:
361329 -         ..
361330 -    8.  Search for solutions in the Knowledge Base
361331 -
361332 -                http://esupport.trendmicro.com/support/consumer/search.do
361334 -         ..
361335 -    9.  Get more detailed virus information in the Virus Encyclopedia
361336 -        page
361338 -                 ..
361339 -                http://www.trendmicro.com/vinfo/virusencyclo/default.asp
361341 -         ..
361342 -   10.  View step-by-step procedures and walkthroughs in the Video
361343 -        Guide page
361344 -
361345 -                http://esupport.trendmicro.com/support/consumer/kbtree.do?exp=FN3
361347 -         ..
361348 -   11.  Download the latest installers, pattern files and scan engines
361349 -        from the Update Center
361350 -
361351 -                http://www.trendmicro.com/download/
361353 -         ..
361354 -   12.  Please note: Do not delete or change the subject heading of
361355 -        this e-mail notification so Technical Support can monitor your
361356 -        case effectively. The email subject serves as the ID for us to
361357 -        monitor your case effectively.
361359 -         ..
361360 -   13.  *To ensure timely response on your cases, please check your
361361 -        "spam" folders too. If this email is tagged as spam, please
361362 -        mark this message as "not spam" e-mail.
361364 -         ..
361365 -   14.  Thank you and have a great day!
361367 -         ..
361368 -   15.  Regards,
361369 -        Trend Micro Consumer Support Team
361370 -
361372 -  ..
3614 -
3615 -
3616 - 1328
3617 -
361701 - Allan asked to resubmit the scan log by responding to Allen's letter
361702 - received just now, per above. ref SDS 0 0147
361703 -
361705 -  ..
3618 -
3619 -
3620 - 1333
3621 -
362101 - Submitted a letter to Allan at Trend Micro, saying...
362102 -
362103 -    1.  Subject: Re: [SR1-1-395893663] s
362104 -        Date: Thu, 23 Dec 2010 13:33:56 -0800
362108 -         ..
362109 -    2.  Dear Allan,
362111 -         ..
362112 -    3.  Per your instruction in our telecon, attached is the log file
362113 -
362114 -             g: 00 trendmicro\redirection_fix\hijackthis.log
362115 -
362116 -        ...which you requested, and further which was submitted to
362117 -        Trend Micro previously on 101217. ref SDS 7 LC67
362118 -
362119 -            [On 101226 2122 letter from Trend Micro claims that Trend
362120 -            Micro has not received scan log submitted today.
362121 -            ref SDS 8 QR5K
362123 -             ..
362124 -            [On 101227 0948 letter from Trend Micro reports examination
362125 -            of log file created on 101217, with hijackthis.exe program
362126 -            received from Trend Micro and according to Trend Micro
362127 -            instructions, did not resolve Google search redirection
362128 -            virus problem, ref SDS 9 3G5F; Trend Micro submits 28
362129 -            additional detailed technical steps for customer to help
362130 -            Trend Micro recover from failure of Trend Micro virus
362131 -            protection with Pccillin. ref SDS 9 9H3P
362133 -             ..
362134 -            [On 101227 1134 letter notifies Trend Micro that Google
362135 -            Search redirection problem does not occur on Internet
362136 -            Explorer (IE), only Netscape (Firefox), ref SDS 9 NU5P;
362137 -            Window XP system on c16 reported memory could not be read
362138 -            error on shut down, ref SDS 9 NU7Q; and that implementing
362139 -            28 detailed technical instructions received from Trend
362140 -            Micro, did not correct failure of Pccillin to prevent
362141 -            Google Search redirection virus using Firefox browser.
362142 -            ref SDS 9 NU8S
362143 -
362149 -
362151 -  ..
3622 -
3623 -
3624 - 1338
3625 -
362501 - Allan reported that he received the letter just submitted, per above,
362502 - ref SDS 0 4Q4T, and which resubmitted the scan log was sent previously
362503 - on 101217, per above, ref SDS 0 GM5J, and which Trend Micro claims
362504 - today not to have received at the same address, per above. ref SDS 0
362505 - GM5J
362507 -             ..
362508 -            [On 101226 2122 letter from Trend Micro claims that Trend
362509 -            Micro has not received scan log submitted today.
362510 -            ref SDS 8 QR5K
362512 -  ..
362513 - Allan advised that Trend Micro will review the scan log, and submit
362514 - findings and remedies within 48 hours.  Since today is Thursday, he
362515 - expecst a reply on Monday, 101227.
362516 -
362517 -            [On 101226 2122 letter notifies Trend Micro claim that log
362518 -            file was not received conflicts iwth the record showing
362519 -            Allan acknowledge receipt of the record on 101223, and that
362520 -            Trend Micro would respond on 101227. ref SDS 8 YP9U
362522 -             ..
362523 -            [On 101227 0948 letter from Trend Micro reports examination
362524 -            of log file created on 101217, with hijackthis.exe program
362525 -            received from Trend Micro and according to Trend Micro
362526 -            instructions, did not resolve Google search redirection
362527 -            virus problem, ref SDS 9 3G5F; Trend Micro submits 28
362528 -            additional detailed technical steps for customer to help
362529 -            Trend Micro recover from failure of Trend Micro virus
362530 -            protection with Pccillin. ref SDS 9 9H3P
362531 -
362532 -
362534 -  ..
3626 -
3627 -
3628 - 1350
3629 -
362901 - Trend Micro virus scan completed.
362902 -
362903 - Found 3 threats....
362905 -  ..
362906 - Selected threats to be "Fixed".
362908 -  ..
362909 - Trend Micro processing reported...
362910 -
362911 -                  Threats successfully removed:  3
362912 -
362913 -
362914 -
362915 -
362916 -
362917 -
362918 -
3630 -