WHY DOES MY SPEED MONITORING GRAPH SHOW -1 IN THE TOOLTIP? 2 HOW CAN I CHANGE MY PREFERENCES FOR UPTIME AND SPEED MONITORING 2

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1 FAQ WHY DOES MY SPEED MONITORING GRAPH SHOW -1 IN THE TOOLTIP? 2 HOW CAN I CHANGE MY PREFERENCES FOR UPTIME AND SPEED MONITORING 2 WHAT IS UPTIME AND SPEED MONITORING 2 WHEN I TRY TO SELECT A SERVICE FROM STOPTHEHACKER, I SEE A MESSAGE THAT SAYS: YOUR SITE HAS 403 PAGES. MY SITE ONLY HAS 20 PAGES, WHY DO I SEE THIS MESSAGE? 2 SOME MALWARE IS SPECIFIC TO INTERNET EXPLORER, CAN YOU DETECT IT? 3 MY SITE HAS A TRUSTMARK, AM I SAFE? 3 MY SITE HAS A SSL CERTIFICATE, I CAN SEE A PADLOCK SIGN, AM I IMMUNE? 3 MY SITE IS PCI CERTIFIED, AM I IMMUNE? 3 CAN ADVERTISEMENTS ON MY WEBSITE CAUSE ME TO GET BLACKLISTED? 3 WHY IS MY HOSTING COMPANY CLUELESS? 4 HOW CAN I PREVENT BEING HACKED AGAIN? 4 WHY DID A HACKER DO THIS TO ME? 4 HOW IS YOUR TECHNOLOGY BETTER THAN ANTI-VIRUS? 4 I HAVE ANTI-VIRUS SOFTWARE ON MY COMPUTER, HOW COULD THIS HAPPEN TO ME? 4 I DID NOT UPLOAD ANY VIRUSES, WHERE DID THE MALWARE COME FROM? 5 NO ONE CAN ACCESS MY WEBSITE, MY BUSINESS IS BEING DESTROYED! 5 HOW CAN GOOGLE DO THIS TO ME? 5 HOW LONG WILL IT TAKE TO GET OFF THE BLACKLIST? 5 HOW DO I REMOVE MALWARE INFECTIONS AND GET OFF GOOGLE S BLACKLIST? 6 WHY HAS MY SITE BEEN BLACKLISTED BY GOOGLE? 6 WHAT ARE BLACKLISTS? 6

2 Why does my Speed Monitoring graph show -1 in the tooltip? If StopTheHacker s scanner probes your website and your website does not respond back to the request made for a page within 10 seconds, then the value in the speed monitoring/load time graph shows up as -1. This does not mean your website was not available or was down, it simply means it took more than 10 seconds for your website to respond back. How can I change my preferences for Uptime and Speed Monitoring Log into your StopTheHacker account, and then click Edit Service on the right of the website you have registered for StopTheHacker s scanning service. Then you can check/uncheck the speed and uptime monitoring boxes to enable/disable the features. If you uncheck the box for uptime monitoring you will not receive any alerts if your site becomes unavailable. Speed monitoring does not generate any alerts. What is Uptime and Speed Monitoring Uptime Monitoring is a feature of StopTheHacker s security service that alerts you if your website becomes unavailable to your visitors. You can also see the detailed status of your website s uptime by loggin into your StopTheHacker account at Speed Monitoring lets you see how fast your webpages are loading, and the experience your visitors get when they view the webpage for your site in a browser. Both these features are available, free of cost to StopTheHacker s customers who are subscribed to Website security services, professional-edition and above. When I try to select a service from StopTheHacker, I see a message that says: Your site has 403 pages. My site only has 20 pages, Why do I see this message? Your site may have many more publicly accessible web pages or web objects than you think. For example Default pages hosted by your web server. PDF files, advertisement files (SWFs) accessible via your site. Dynamically generated pages (the URLs that end with something like?p=120) by your content management system (WordPress) or framework (Django).

3 Some malware is specific to Internet Explorer, can you detect it? Yes, we can detect malware that only triggers when a user browses a site using Internet Explorer. We also use various IP addresses to probe a single website. Additionally, we check for malware that triggers when a user visits from search engine web pages like Google, Bing, Yahoo, etc. My site has a trustmark, am I safe? No. Several companies sell trustmarks. Some trustmarks simply prove that you are a legitimate business, or that you will respect some privacy criteria. Most trustmarks are not related to the security of the website. My site has a SSL certificate, I can see a padlock sign, am I immune? No. SSL certificates have nothing to do with protection from malware attacks. SSL certificates simply prove that your site is the website it claims to be. It is a sign of a responsible business who wants to confirm their identity to the visitor. My site is PCI certified, am I immune? PCI certification is a good first step towards securing your website. Unfortunately, being PCI certified does not ensure immunity to these attacks. PCI certification simply means that the website does follow some best practice guidelines. This does not ensure that a website is immune to code injection attacks, either. Can advertisements on my website cause me to get blacklisted? Yes, they can. Hackers can even distribute malicious advertisements to advertisement distribution companies. These ads can find themselves circulated through the digital ecosystem to various benign websites which can cause good websites to get marked as malware distribution points.

4 Why is my hosting company clueless? Web hosting companies face a full gamut of issues they need to handle everyday. From customer complaints, billing issues, inquiries and much more. They are not always able to focus on security problems because they don t have the time or lack the insight of focused security organizations. If you are facing issues and not getting help from your website hosting company, please send us a message, we may be able to get the priority of your case elevated. How can I prevent being hacked again? You should subscribe to a website monitoring service in order to be notified in the case of a malware injection. You need to assess the security status of your website applications and web server. You need to improve the security of your website applications, such as your blogging software, online shopping cart (update applications). You need to improve the security of your web server (update server software or operating system). Why did a hacker do this to me? The chances are that your site was compromised using automated programs which are developed by hackers and sold on the underground black market. It is very rare that a hacker will take a personal interest in infecting a website. Automated hacking tools do not discriminate between small or large websites. It does not matter if you own a small business or a very large one, or even if you just host a blog or a personal website. All websites are fair game for these bad guys. How is your technology better than Anti-Virus? Most Anti-Virus systems use signature based mechanisms. Once a piece of malware has been reported as bad, they will be able to detect it on your computer. We take a different approach. We understand the behavior of a piece of malware and then create a profile for malicious computer code. This allows us to hunt down previously unseen pieces of malware. I have Anti-Virus Software on my computer, how could this happen to me? Your Anti-Virus software protects your personal computer from threats. It cannot protect your website from attacks by a hacker.

5 I did not upload any viruses, where did the malware come from? Your website has a vulnerability. Think of it as a open door in your house. The hacker has used this door to enter your website and deposit malicious computer code. Your web server has a vulnerability. If you do not host your website yourself, you need to make sure that the web server (computer) which is used to host your website is secure. Even large professional hosting companies have problems. Alternatively, If you host your own website, you can take action now by ordering a Vulnerability to Penetration Assessment. Your login credentials have been compromised. Hackers often install programs called keyloggers on computers. these programs analyze the keystrokes you are using to type in you password and username. Once the hacker gathers this information they can login to your website silently and wreak havoc. A Web Application Firewall (WAF) will not protect you from this kind of compromise. A website monitoring system will alert you of such a scenario, however. Third party software installations may have vulnerabilities. If your website uses an online shopping cart, blogging or forum sofware, from a third party, they may have introduced vulnerabilities into your website, which caused your site to get compromised. No one can access my website, my business is being destroyed! Modern browsers like Internet Explorer, Firefox, Opera, Safari all consult some form of blacklist before visiting a website. If your website is listed on a blacklist, chances are that your visitors are not able to get to your website. This may incur significant lost revenue for you and may degrade your reputation. How can Google do this to me? Google is not out to hurt websites and businesses. It is simply providing an public service to Internet users. It simply offers a warning about its opinion regarding the security of your website. A cleaner and safer Internet benefits all web surfers. How long will it take to get off the blacklist? It can take from a few hours to as many as 10 days to get off a blacklist. Some individuals have also reported longer time periods. If your website is on a blacklist, it is imperative that you identify the exact cause of the problem and remedy the situation correctly. A lot of webmasters cannot hunt down all traces of malware and hence stay on the blacklist for quite long.

6 How do I remove malware infections and get off Google s Blacklist? 1. Clean your website and remove any traces of malware. 2. Understand how malware was deposited on your benign website. 3. Sign up for website security to prevent it from reoccurring. 4. Request a site review from Google. Why has my site been blacklisted by Google? As a public service, Google analyzes websites and determines if the website is distributing malware or has been reported as taking part in a phishing attempt. If your site is listed on Google s Safe Browsing List, it might have been involved in the distribution of malware (harmful computer programs like viruses). What are blacklists? Blacklists contain names of websites which have engaged in malicious or annoying activities, such as distribution of malware, being an accomplice in a Phishing attempt, hosting annoying or dangerous advertisements or other reasons. A blacklist is usually lists the names or modified version of the name (such as a hash) of a website.