We made quite a bit of progress yesterday, by restoring iNSYNQ access to a significant number of customers. We continued to work overnight and will work over the coming days to get the rest of customers online safely and securely. The rate at which we are able to bring customers back online will accelerate today as we leverage automation we have developed to expedite the process. As we restore access to servers we are reaching out directly to you, our customers, with instructions and next steps.
We recognize that this process is slower than many of you would like, but ensuring the security of your data has to remain the top priority through this process. As soon as we have safely restored access to your system, we will notify you promptly. It’s important that you do not try to access the system until you’ve received this notification as the influx of users could cause issues.
We’re extremely grateful to our team and the Cyber Security firm we’re working with for the hard work and progress that’s being made. Words can also not express our appreciation for the patience and feedback we’ve received from clients through this process.
As a reminder, here’s what you can expect when you are able to login:
- Files and data may take time to populate to your account. For those files that do not immediately populate, please check your backups for previous versions of those files, or contact us for help.
- While we caught the attack early, the malware was able to encrypt some files – in other words, disabling your ability to open them. With that said, almost no QuickBooks or Sage files have been corrupted. The vast majority of those impacted are small Microsoft Word, Excel, or PowerPoint files. We are currently working to determine if those are recoverable. You might see encrypted files on your desktop with “.megacortex” as an extension- they aren’t available to access. If you need access to those files immediately please check your local backups or contact support.
- For the next 30 days, you should backup all of your data directly to your local hard drive.
- Last, but not least, we're here to help you through this. At any time you can call our support line at 1-253-857-9410 to help.
Please continue to be on the lookout for your all clear, we’ll continue to communicate.