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Silence instead of support (6 posts)

  1. donmcleman
    Member
    Posted 1 year ago #

    My disqus comments has been hit by a virus posting comments that reappear after being deleted. I've re-installed from back-ups but the same problem still exists.

    My site was up-to-date and security measures in place so I don't know how this malware could have been introduced or how to clear it. My support requests have been ignored, maybe they monitor reviews?

  2. Andrew
    Forum moderator
    Posted 1 year ago #

    Although you have a serious issue that doesn't change the nature of these forums; these forums are volunteer-based and they cannot guarantee you with an answer or an answer that resolves your issue in any time period. Your support requests haven't been ignored.

    To your hacked issue, it's really difficult to pin down where hacks come from. Having a plugin victim of a hack does not conclude that the plugin has security weaknesses, but if you have identified the weakness in this plugin's latest version of its code please contact one of the plugin authors directly about it to avoid publicising it.
    If you have a hacked site you unfortunately have a lot of work ahead of you to delouse it, and you need to start working your way through these resources:

    http://codex.wordpress.org/FAQ_My_site_was_hacked
    http://wordpress.org/support/topic/268083#post-1065779
    http://smackdown.blogsblogsblogs.com/2008/06/24/how-to-completely-clean-your-hacked-wordpress-installation/
    http://ottopress.com/2009/hacked-wordpress-backdoors/

    Additional Resources:

    http://sitecheck.sucuri.net/scanner/
    http://www.unmaskparasites.com/
    http://blog.sucuri.net/2012/03/wordpress-understanding-its-true-vulnerability.html

    Also note that it's really discouraging from a plugin author's perspective to give support on your issue on the weighting of a negative review.

    My support requests have been ignored, maybe they monitor reviews?

    That's close on abusing the review system and isn't taken lightly.

  3. donmcleman
    Member
    Posted 1 year ago #

    How can you say that my support requests haven't been ignored? Would you prefer me to re-phrase it as 'gone unanswered'?

    A support page from many people filled with 'unanswered' support requests is being ignored by the developer.

    The status of 'volunteer' does not change these facts. Are you suggesting that people develop plugins out of altruism? Furthermore one of the 'volunteers' is listed as Disqus itself.

    You suggest I take action to 'avoid publicising it' – why on earth should it not be made public?

    It may well be discouraging to receive a negative review but I wholeheartedly stand by it. If the plugin authors wish to challenge any point I've made then they're free to do so – I believe my review is a fair response to the level of support I've received.

    'Maybe they monitor reviews?' wasn't meant to suggest that I was trying to contact the developers through a review – frankly, I've given up on them. It was a comment on their priorities.

    Thank you for the list of resources. I'll do some reading to see how to proceed.

  4. Andrew
    Forum moderator
    Posted 1 year ago #

    How can you say that my support requests haven't been ignored? Would you prefer me to re-phrase it as 'gone unanswered'?

    Yes I would prefer you make that phrase instead, as it doesn't make an accusation against people.

    A support page from many people filled with 'unanswered' support requests is being ignored by the developer.

    That can be your opinion but unless the developers say this you will never know the reason why your support requests have been unanswered, and unanswered by the community.

    You suggest I take action to 'avoid publicising it' – why on earth should it not be made public?

    First discuss it with the plugin author, then once its fixed you can write a blog post about it if you want.

    The status of 'volunteer' does not change these facts. Are you suggesting that people develop plugins out of altruism? Furthermore one of the 'volunteers' is listed as Disqus itself.

    Yes people develop plugins out of the goodness of their heart all the time. Everything on WordPress.org is free, it's free to access and download, and to retrieve support from. To have a disagreement on that would suggest that you have paid for something from Disqus and are expecting some level of support from it. If so, please note that these forums are not the right place to hold commercial support. Commercial support should be discussed with the plugin authors/ developers on their own private support channel, as WordPress.org forums are volunteer-based. It is just unrealistic to hold those commercial expectations to a non-paid support forum.

    It may well be discouraging to receive a negative review but I wholeheartedly stand by it. If the plugin authors wish to challenge any point I've made then they're free to do so – I believe my review is a fair response to the level of support I've received.

    In that case we should let other people who are going to look at this know that you only waited 23 hours for support. Again, that might not be the right level of support if you are paying for something, but for something you've received for free expecting that level of support is unrealistic.

  5. Ryan Bayne
    Member
    Posted 11 months ago #

    I'm interested in using Discuss on WebTechGlobal very soon and this review stands out but I doubt there is anything to worry about.

    This hack issue sounds more like the Disquss website not being updated with the deletion then re-upading the blog with said comment as if that comment had never existed. That is just a guess but it is where I would investigate before any kind of hack.

    If you have further information gained during troubleshooting and investigation I would like to hear about it.

  6. donmcleman
    Member
    Posted 11 months ago #

    Hi, Ryan, it actually wasn't hacked by an external person at all. Four or five days after I made a request direct to the Disqus website they contacted me to say that this was an experiment they themselves had released without telling anyone.

    As for the idea of the WordPress plugin being a 'voluntary' operation, offering a free plugin is the business model used by Disqus. There isn't a paid alternative. And the last time I looked it appeared that the devlopper that Disqus chose to work alongside had produced another 40 plugins on a voluntary basis, so one would expect some response from someone offering such a commitment.

    I wouldn't worry about the integrity of their product but their attitude to their consumers is surprising.

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