NEW YORK- February 21, 2024 – ACEMAGIC, a leading provider of innovative mini PC solutions, has proactively addressed an isolated virus incident affecting a specific batch of mini PCs. The incident was identified through Windows Defender, detecting the presence of the Bladabindi and Redline malware families in the ENDEV folder. As a result, several consumers across the United States and Europe reported similar concerns, prompting a thorough investigation into the root causes and swift implementation of corrective measures.
Upon meticulous examination, it was revealed that our software developers, in an effort to enhance user experience by reducing initial boot time, made adjustments to the Microsoft source code, including network settings, without obtaining software digital signatures (A digital signature is an electronic, encrypted, stamp of authentication on digital information such as email messages, macros, or electronic documents. A signature confirms that the information originated from the signer and has not been altered), and the RGB lighting control software was also without one. This oversight led to isolated reports of virus-infected mini PCs manufactured before November 18, 2023.
UPDATE March 29, 2024:Reinforcing Product Security and Trust at ACEMAGIC
In response to the recent virus incident announced on February 21, 2024, ACEMAGIC has taken proactive measures to enhance product security and rebuild consumer trust. We are pleased to confirm that our latest products have undergone comprehensive scans using Microsoft Security Intelligent, affirming their integrity and ensuring they remain free of any viruses.
It's important to note that while our previous assertion regarding the use of Microsoft Defender was accurate, this time, we employed Microsoft Security Intelligent for an additional layer of scrutiny. This underscores our commitment to leveraging the latest and most robust security tools available to safeguard our customers' privacy and ensure product security.
Furthermore, we want to emphasize our dedication to meticulous scrutiny and testing throughout the product development process. Every step and every line of code is subject to rigorous review and testing to ensure that user privacy receives 100% protection. This commitment extends beyond mere compliance; it's ingrained in our culture and reflected in our practices.
At ACEMAGIC, we understand the paramount importance of user privacy and product security. We pledge to continue our unwavering efforts to uphold these principles, ensuring that our customers can trust in the reliability and security of our products.
We deeply appreciate the trust and support of our customers, and we remain steadfast in our commitment to providing them with superior products and services while safeguarding their privacy with the highest standards of security.
Comprehensive Solutions Implemented:
In response to this incident, ACEMAGIC has established a three-pronged approach to address consumer concerns and mitigate the impact of the virus incident:
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Return Policy:
Customers who have been affected by this incident are encouraged to verify the production date of their mini PCs, retrieved from the bottom sticker of the device. ACEMAGIC will cover return shipping costs and issue full refunds to customers choosing to return affected products.
Full refunds and return shipping costs will be provided for products produced between September and November 18.
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Product Retention Policy:
As the detected files do not pose inherent risks, customers retain the choice of deleting the files or opting for a clean installation of the operating system. ACEMAGIC will provide the necessary operating system and detailed instructions. Additionally, affected customers opting to retain their products will receive compensation of up to 25% of the original order price.
To qualify for the 25% refund, customers must provide the Shopify order number, a screenshot of the pre-installed browser (upsearch), and a screenshot of the detected virus.
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Exchange Service:
While replacement products manufactured before November 2023 cannot be guaranteed due to stock limitations, ACEMAGIC is committed to assisting customers to the best of our ability with the exchange process, ensuring their rights are safeguarded.
Additional Compensation:
As a token of gratitude for understanding and support, affected customers will receive a minimum 10% brand discount after verification, applicable for the purchase of our entire new product range.
Proactive Safety Measures for the Future:
ACEMAGIC recognizes the necessity of enhancing security practices to prevent a future recurrence of similar incidents. ACEMAGIC is implementing the following measures:
- Strengthening digital signature authentication for all released software and systems to ensure their source and integrity, thus preventing unauthorized modifications or tampering.
- Instituting comprehensive security reviews and audits for all product source code and modifications to ensure that similar performance optimization adjustments do not pose potential security risks to systems and end-users.
- Establishing a robust product lifecycle management system that includes pre-market, post-market, and end-user security monitoring and management, as well as timely security vulnerability fixes and updates.
- Providing prompt security updates and patches to respond to security incidents, promptly addressing identified security risks and vulnerabilities to ensure that users' products remain in a secure state.
In addition, ACEMAGIC is strengthening its internal computer virus protection management regulations to minimize future risks, ensuring strict control over the use of removable storage devices, prohibiting the use of unauthorized software, and implementing regular virus checks in susceptible information systems.
Noting Our Commitment:
ACEMAGIC deeply regrets the disruption caused by this incident and remains dedicated to offering the highest standard of customer service to uphold trust and satisfaction. Our customer service team is available to assist with any inquiries and provide further support.
ACEMAGIC has made the exclusive clean system installation download easily accessible through its official website, offering clear instructions for ACEMAGIC mini PC owners to download and install the update. Furthermore, dedicated customer support is on hand to provide assistance and guidance for any inquiries regarding the installation of a fresh, clean system.
For further inquiries or feedback, please contact the ACEMAGIC customer support team at service@acemagic.com.
ACEMAGIC Social Media:
For more information, please refer to the Windows Defender scan results and screenshots of Chinese and English digital certificates provided:
Globalsign: GlobalSign is the leading provider of trusted identity and security solutions enabling businesses, large enterprises, cloud service providers and IoT innovators around the world to secure online communications, manage millions of verified digital identities and automate authentication and encryption.
Globalsign: GlobalSign is the leading provider of trusted identity and security solutions enabling businesses, large enterprises, cloud service providers and IoT innovators around the world to secure online communications, manage millions of verified digital identities and automate authentication and encryption.
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2 comments
What about the mini PCs that were sold on Amazon? I found out too late the PC was infected and the Amazon return window had closed. Is Amazon being notified of the issue and are those pcs being refunded as well?
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