Opened 5 months ago

Closed 5 months ago

Last modified 5 months ago

#17845 closed defect (not a bug)

Re: INC-171399 Possible bug on installation

Reported by: helpdesk@… Owned by: pett
Priority: normal Milestone:
Component: Platform Version:
Keywords: Cc:
Blocked By: Blocking:
Notify when closed: Platform: all
Project: ChimeraX

Description 

Portal Link: https://helpdesk.neb.com/helpdesk/tickets/171399     Hi Timothy,        Could you download the most recent exe that was created 05/29 and give it a try?  I got mixed results where when I tried to install it to Program Files, it errored out.  I changed the directory to install to C:\ChimeraX 1.10rc202505290006 and it installed.     BTW, I did see the alert that the malware Cinjo was detected and blocked on your PC.  I'll keep an eye on that when you do the install.  My install went without any alerts, so I'm unsure why this is happening.     Standing by,     George         
         On Thu, 29 May  9:14 AM
          ,  NEB Help Desk <helpdesk@neb.com>  wrote:
           
 
 
 
 
 
 
 
 
 
Thank you,
 
 
 

 
 
Matt Demas 
Helpdesk Technician, Team Lead 
(978) 380-7411
 
 
 

 
 
New England Biolabs, Inc. 
 
 
240 County Road • Ipswich, MA 01938-2723
 
 
www.neb.com
 
 
 
 
 

 
          
 From: NEB Help Desk <helpdesk@neb.com> 
Sent: Thursday, May 29, 2025 9:06 AM 
To: Demas, Matt <mdemas@neb.com> 
Subject: Ticket Updated: INC-171399 - Possible bug on installation
 
   

 
 
 A user or agent has responded to the ticket. Please review and take appropriate action in the ticket system. 
   
 
Ticket: https://helpdesk.neb.com/helpdesk/tickets/171399
 
 
Urgency: Medium
 
 
Requester: Timothy Blower
 
 
Agent: Matt Demas
 
 
 Last Comment: 
 
 
 
 Timothy Blower :  
 
Hi Matt, 
 
 
 
 
I am attaching Leo's download instructions with license key. Could you please try installing on a PC and see whether it behaves for you? 
 
 
 
 
Thanks! 
 
tim 
 
 
  
Attachments : 1. 
ChimeraX download instructions.pdf

Attachments (2)

image.png​ (124.2 KB ) - added by tblower@… 5 months ago.
Added by email2trac
image-1.png​ (132.0 KB ) - added by tblower@… 5 months ago.
Added by email2trac

Download all attachments as: .zip

Change History (6)

comment:1 by pett, 5 months ago

Component: Unassigned → Platform
Owner: set to pett
Platform: → all
Project: → ChimeraX
Status: new → accepted

comment:2 by pett, 5 months ago

Resolution: → not a bug
Status: accepted → closed

Actually a follow up to #17755; will add the info to that ticket

comment:3 by tblower@…, 5 months ago 

Hi George, Hi Chimera Team,

I have downloaded and installed the build for 05/29, installing into C:\

The software has been open and behaving for the last 50 min, so it seems that somehow it worked this time.

Thanks for your help and suggestions!

Best wishes,
Tim
________________________________
From: George Dailey <helpdesk@neb.com>
Sent: Thursday, May 29, 2025 10:15 AM
To: Blower, Tim <tblower@neb.com>
Cc: Betancurt, Leonardo <lbetancurt@neb.com>; chimerax-bugs@cgl.ucsf.edu <chimerax-bugs@cgl.ucsf.edu>; helpdesk@neb.com <helpdesk@neb.com>
Subject: Re: INC-171399 Possible bug on installation

Portal Link: https://helpdesk.neb.com/helpdesk/tickets/171399

Hi Timothy,


Could you download the most recent exe that was created 05/29 and give it a try?
I got mixed results where when I tried to install it to Program Files, it errored out.
I changed the directory to install to C:\ChimeraX 1.10rc202505290006 and it installed.

BTW, I did see the alert that the malware Cinjo was detected and blocked on your PC.
I'll keep an eye on that when you do the install.
My install went without any alerts, so I'm unsure why this is happening.

Standing by,

George


On Thu, 29 May 9:14 AM , NEB Help Desk wrote:


Thank you,

Matt Demas
Helpdesk Technician, Team Lead
(978) 380-7411

New England Biolabs, Inc.
240 County Road • Ipswich, MA 01938-2723
www.neb.com<https://www.neb.com/>
________________________________
From: NEB Help Desk
Sent: Thursday, May 29, 2025 9:06 AM
To: Demas, Matt
Subject: Ticket Updated: INC-171399 - Possible bug on installation

A user or agent has responded to the ticket. Please review and take appropriate action in the ticket system.

Ticket: https://helpdesk.neb.com/helpdesk/tickets/171399
Urgency: Medium
Requester: Timothy Blower
Agent: Matt Demas
________________________________
Last Comment:

Timothy Blower :
Hi Matt,

I am attaching Leo's download instructions with license key. Could you please try installing on a PC and see whether it behaves for you?

Thanks!
tim
________________________________
Attachments : 1. ChimeraX download instructions.pdf<https://helpdesk.neb.com/helpdesk/attachments/31006998403>



[#INC-171399]:668901:fs

comment:4 by tblower@…, 5 months ago 

Actually no - scratch that sorry

I closed the software, left it about 10 min, then re-opened.

Microsoft Defender popped up and I got a screen grab in time:

[cid:84ab22a9-0e63-42da-be1e-95d38ee3acac]


It then quickly deleted the problem:

[cid:0d009683-64d9-4cb9-ba4b-2dfc95c287e7]
Add Chimera won't open any longer.

It seems it is being detected as something insidious

Any suggestions?


Best wishes,
Tim

















________________________________
From: Blower, Tim <tblower@neb.com>
Sent: Thursday, May 29, 2025 2:04 PM
To: George Dailey <helpdesk@neb.com>
Cc: Betancurt, Leonardo <lbetancurt@neb.com>; chimerax-bugs@cgl.ucsf.edu <chimerax-bugs@cgl.ucsf.edu>
Subject: Re: INC-171399 Possible bug on installation

Hi George, Hi Chimera Team,

I have downloaded and installed the build for 05/29, installing into C:\

The software has been open and behaving for the last 50 min, so it seems that somehow it worked this time.

Thanks for your help and suggestions!

Best wishes,
Tim
________________________________
From: George Dailey <helpdesk@neb.com>
Sent: Thursday, May 29, 2025 10:15 AM
To: Blower, Tim <tblower@neb.com>
Cc: Betancurt, Leonardo <lbetancurt@neb.com>; chimerax-bugs@cgl.ucsf.edu <chimerax-bugs@cgl.ucsf.edu>; helpdesk@neb.com <helpdesk@neb.com>
Subject: Re: INC-171399 Possible bug on installation

Portal Link: https://helpdesk.neb.com/helpdesk/tickets/171399

Hi Timothy,


Could you download the most recent exe that was created 05/29 and give it a try?
I got mixed results where when I tried to install it to Program Files, it errored out.
I changed the directory to install to C:\ChimeraX 1.10rc202505290006 and it installed.

BTW, I did see the alert that the malware Cinjo was detected and blocked on your PC.
I'll keep an eye on that when you do the install.
My install went without any alerts, so I'm unsure why this is happening.

Standing by,

George


On Thu, 29 May 9:14 AM , NEB Help Desk wrote:


Thank you,

Matt Demas
Helpdesk Technician, Team Lead
(978) 380-7411

New England Biolabs, Inc.
240 County Road • Ipswich, MA 01938-2723
www.neb.com<https://www.neb.com/>
________________________________
From: NEB Help Desk
Sent: Thursday, May 29, 2025 9:06 AM
To: Demas, Matt
Subject: Ticket Updated: INC-171399 - Possible bug on installation

A user or agent has responded to the ticket. Please review and take appropriate action in the ticket system.

Ticket: https://helpdesk.neb.com/helpdesk/tickets/171399
Urgency: Medium
Requester: Timothy Blower
Agent: Matt Demas
________________________________
Last Comment:

Timothy Blower :
Hi Matt,

I am attaching Leo's download instructions with license key. Could you please try installing on a PC and see whether it behaves for you?

Thanks!
tim
________________________________
Attachments : 1. ChimeraX download instructions.pdf<https://helpdesk.neb.com/helpdesk/attachments/31006998403>



[#INC-171399]:668901:fs

Added by email2trac

Added by email2trac

by tblower@…, 5 months ago

Attachment: image.png​ added

Added by email2trac

by tblower@…, 5 months ago

Attachment: image-1.png​ added

Added by email2trac

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