I’m reaching out with what is at minimum a silver lining in this malware storm we’ve been facing--we are starting to turn on iNSYNQ desktops.
After several long days of working non-stop to assess systems and neutralize the malware, we continue to work with our Cyber Security firm to analyze and confirm that no traces of known malware remain. We are beginning the process of restoring to customers data and backups confirmed to be safe.
To ensure that we are making consistent traction as the week continues while also maximizing security, we have chosen a very manual process. We are projecting that it will take several days using this process to get all impacted users back up and running. We'll do our best to reach out to you individually as your system is turned on.
Based upon the investigation conducted by our Cyber Security Experts to date, there is no evidence that your data has been accessed.
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 local 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. 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. Luckily, the vast majority of the files that were impacted (i.e., are encrypted) are smaller files and do not include QuickBooks or Sage files.
- 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.
This continues to be difficult to navigate to say the least- malware attacks are an industry-wide phenomenon, that no one is 100% impervious to. Businesses large and small, individuals and even are own government have been blindsided by malicious actors in the recent months. We've received confirmation from security experts that we were hit with a sophisticated malware, relatively unknown to even experts in cyber security.
We’re so grateful that we have a team willing to work 24/7 in a moment of crisis and that we’re beginning to get desktops back up and running.
While we wish we were able to turn all customers’ desktops on at once, it's not possible. We will be turning customer desktops on as quickly as we can throughout the week. We also acknowledge there are next steps we need to take on our end as part of this and we will continue ongoing communication with updates.