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Other => Viruses and worms => Topic started by: pPerez on November 05, 2013, 08:21:15 PM

Title: False positive and strange behaviour of AVAST agent
Post by: pPerez on November 05, 2013, 08:21:15 PM: Hello,

I am the designer and project leader of a chess software.

AVAST detected a false positive on 8 of my files, but it is strange, a simple scan does not detect anything.
The VIRUS TOTAL version does not detect anything also.

The detection arrives for example when those files are copied from one folder to another.
I reported the false positive several times by using the usual contact form but did not receive any answer.

I have not found other means to contact them (an email adress, or whatever)

Have anybody experienced that kind or problem?
Can anyone help me ?

Thank you in advance

Pedro Pérez
Title: Re: False positive and strange behaviour of AVAST agent
Post by: Pondus on November 05, 2013, 08:38:11 PM: I guess avast say Win32:Evo-gen [Susp] = suspicious

You can upload files and report issues to avast here : http://www.avast.com/contact-form.php (select subject according to Your case)

You can use mail
send to virus@avast.com in a password protected zip file
mail subject: False Positive / undetected sample (select subject according to your case)
zip password: infected

or you can send files from avast chest
how to use the chest. http://www.avast.com/faq.php?article=AVKB21
Title: Re: False positive and strange behaviour of AVAST agent
Post by: Eddy on November 05, 2013, 08:40:14 PM: In addition to what Pondus said, avast will not contact you unless they need more information.
They will however look at the file and if/when needed they will fix the problem a.s.a.p.
Title: Re: False positive and strange behaviour of AVAST agent
Post by: pPerez on November 05, 2013, 09:25:58 PM: Yes, the detection was Win32:Evo-gen [Susp]

I reported it for the first time one week ago by using the form http://www.avast.com/contact-form.php
Maybe it is just a matter of time.I'll be patient and wait some time before checking again.

Thank you very much

Pedro Pérez
Title: Re: False positive and strange behaviour of AVAST agent
Post by: IDCKim on November 06, 2013, 01:21:41 AM: Hi,

Sorry to hijack your thread, but our company's having the same problem (being blocked as suspicious) with our in-house software. on Monday, I've submitted a support ticket(#STK-168-33464) and was asked to upload the file.

Did so, and sent a reply email saying so. The next day I receive an email from Avast stating that they have not received any response and will be closing the ticket in 72hours.

I send an email back, also copying my previous email, for the reply. This morning I receive an email saying the ticket has been closed due to not receiving a response. No idea if they are receiving my emails or not.

Now, I get an influx of emails from Avast, with new tickets being opened:
OHA-675-67033
MJS-119-40300
VRZ-358-56896
EUK-141-51216
PPS-426-87482
MMV-884-19942

What just happened? I only want to know why our company software has been marked as suspicious and blocked :(
If an Avast rep could contact me that would be great.

Kim
Title: Re: False positive and strange behaviour of AVAST agent
Post by: Pondus on November 06, 2013, 01:27:30 AM: @IDCKim

have you tried reporting it using one of the options in my post above?
Title: Re: False positive and strange behaviour of AVAST agent
Post by: IDCKim on November 06, 2013, 03:30:42 AM: Hi Pondus,

I thought i had already gotten in contact with Avast with the ticket, just wanted to know if they got the file and it was being looked into.

Would it be best for me to try your contact options and duplicate the submission?
Title: Re: False positive and strange behaviour of AVAST agent
Post by: pPerez on November 07, 2013, 09:16:39 AM: Hello,

In my case, the problem was resolved quickly after posting my message here.
Thanks a lot to AVAST staff, they are doing a great work.

Pedro Pérez Romero
FinalGen endgame tablebase generator
Title: Re: False positive and strange behaviour of AVAST agent
Post by: Michael (alan1998) on November 07, 2013, 12:08:24 PM: Generally, Avast! receives 10's of thousands of samples every day if not Hundreds of Thousands. so it might take them a while to get to yours...