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Topic # 115315 21-Mar-2013 14:01
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I have a client who runs a support site based on what we think is Kayako (A proprietary helpdesk software encrypted with Zend which makes searching for the exploit even harder because everything is encrypted.).

It appears through some method not clear to us at this stage, a malware kit has been inserted, something like Sweet Orange. It's possible it's because the code base underneath has been 

It manifests itself in appending a <script> section to the webpage (after the closing </html> tag). But it doesn't always do it, it's either random or some more sophisticated algorithm.I can't find it anywhere in .php files so I suspect it's either encrypted or stored in the database as part of template. I think it's out of our level of expertise, wondering if anyone here has some advise or could offer some assistance? 

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  Reply # 784988 21-Mar-2013 14:14
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Is it using the latest version? If not you need to run the latest version, as the old one possibly has a security hole? Kayako would be the company you need to contact for support on their software.

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  Reply # 786358 24-Mar-2013 19:24
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Can you do the folllowing?

1 - Remove your code base and reinstall it - gets rid of the chance of it being in your code.
2 - Run an sql search across your content db. Specifically search for the <script>..... string that appears.
3 - Check your htaccess files and rewrite rules.

4 - does it happen on all browsers and on multiple clients? Is it possible it is being brought in via thrid party include / from adverts or similar?

Shane




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  Reply # 803046 21-Apr-2013 13:30
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Not sure if they support your platform. but Sucuri does a malware scan and removal service. They support many different platforms. Check out http://sucuri.net/






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  Reply # 803049 21-Apr-2013 13:33
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Hi, in the end, the vendor wasn't much use and the customer decided to cut their losses and restore to a month earlier version of the site, and then update the platform. Sorry I didn't update sooner.

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  Reply # 803050 21-Apr-2013 13:38
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If they care about uptime and catching things quickly then it might be worth spending 90 USD a year to have their site constantly checked and have someone on call if something goes wrong. In the 90 USD there is cleanup included.

I have only used the service a short while, but they seem updated on the threats that are out there, and for WordPress (Which is what I mostly work with) they have good plugins and setup to monitor the health of the site.




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