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List:       blackicedefender-technical
Subject:    [bidworks] Problems receiving technical support?
From:       rgautier () bigfoot ! com
Date:       2001-01-06 0:47:04
[Download RAW message or body]

Has anyone else had problems receiving technical support?
I submitted a question to their technical support team.  They 
responded to my question with a reply that was completely unrelated 
to my problem.  I replied to them and waited many days before 
receiving yet another response that was also completely unhelpful and 
off the mark.
Email texts below - read in reverse order.
----------------------------------------------------------------------

Date: Fri, 5 Jan 2001 16:24:01 -0800
From: support-l1@networkice.com
Subject: RE: OPERATION: 3BF9B0-RS-18CD2 [T200012270020]
To: RGautier@cox.rr.com
Dear Customer:

BlackICE Defender does not have the ability to do reverse NetBIOS 
lookups.
What you can do is have your friend do a few trace routes on your 
computer
and find out if your BlackICE Defender will pick up this attack.

Best Regards,

Mike M.
Technical Support
Network ICE, Corp.
Support-L1@networkice.com
Knowledge Base : 
http://advice.networkice.com/Advice/Support/KB/default.htm
Message Board: http://bidhq.homestead.com/
FAQ: http://www.networkice.com/html/faqs.html

-----Original Message-----
Sender          : RGautier@cox.rr.com
Tracking Number : T200012270020Z180903
Pool            : Level1
Sent to         : <support-l1@networkice.com>
Date            : 12/28/00 4:19 PM
---

This failed to answer my question/problem.  I am already able to 
realize
that BlackIce is operational.  I am questioning the ability of 
BlackIce to
do reverse NETBIOS lookups on the attacking machine, since I have 
NEVER had
a successful traceback complete.  Sites such as GNC and Hacker-
Whacker are
sure to protect their machines from being reverse-mapped.  However, my
friend and I have extremely different results.  Where he has had 
several
successful reverse lookups [Direct Traces], I have had none.  I was 
hoping
you could help me debug THIS problem by probing my system with a 
system that
would be open to Direct Trace, providing me evidence that this 
feature is
operational on my system.

Sheeesh,
Rich Gautier
----- Original Message -----
From: <support-l1@networkice.com>
To: <RGautier@cox.rr.com>
Sent: Thursday, December 28, 2000 1:22 PM
Subject: RE: OPERATION: 3BF9B0-RS-18CD2 [T200012270020]


> Dear Customer,
>
> I am attaching some websites for you to check if your BlackICE 
Defender is
> working on your system :
>
> www.hackerwhacker.com
> www.grc.com
>
> If you have any more questions or problems, please let us know.
>
> Best Regards,
>
> Mike M.
> Technical Support
> Network ICE, Corp.
> Support-L1@networkice.com
> Knowledge Base :
http://advice.networkice.com/Advice/Support/KB/default.htm
> Message Board: http://bidhq.homestead.com/
> FAQ: http://www.networkice.com/html/faqs.html
>
> -----Original Message-----
>
>
> My friend reports that his BlackIce Defender occasionally DOES do
successful
> NETBIOS traces back to his attackers.  In all the attacks I have 
had, not
> one has had a successful back-trace beyond DNS reverse-lookup.  I 
even set
> my trigger level to 10 to see if it would help.  How can I test this
feature
> to see if it even works on my machine?  Can you attack me with a 
machine
> with open NETBIOS to help me test it?
>
> Attached are the 6 files you requested.
>
>



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