Avast WEBforum

Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: cbovino on June 12, 2021, 11:21:56 AM

Title: Whitelist software
Post by: cbovino on June 12, 2021, 11:21:56 AM

Dear Avast forum,

We recently developed software and sign in with the SSL.com EV certificate and avast blocks us for any reason.
How can we whitelist from Avast or how can we contact Avast to check why they block us?
It's very complicated for our company to distribute our product to users.

If you want to check our software https://pepper.zone

Title: Re: Whitelist software
Post by: Pondus on June 12, 2021, 12:02:56 PM

Quote

How can we whitelist from Avast or how can we contact Avast to check why they block us?

https://forum.avast.com/index.php?topic=14433.msg1289438#msg1289438

Title: Re: Whitelist software
Post by: cbovino on June 12, 2021, 04:13:09 PM

Thanks! I check this forum but I forgot to write that my executable is more than 50MB so that I can't upload that

Title: Re: Whitelist software
Post by: Pondus on June 12, 2021, 06:09:58 PM

Quote from: cbovino on June 12, 2021, 04:13:09 PM

Thanks! I check this forum but I forgot to write that my executable is more than 50MB so that I can't upload that

upload it to www.virustotal.com then post link to scan result here

avast team can then see the file HASH and download it from VT

Title: Re: Whitelist software
Post by: cbovino on June 15, 2021, 06:26:37 PM

This is the result:

https://www.virustotal.com/gui/file/52323977dc2c57bec0793dd406a7282a6a96ea2bedd0adba47f72fd65f53e028/detection

This is the SHA-256: 52323977dc2c57bec0793dd406a7282a6a96ea2bedd0adba47f72fd65f53e028

Title: Re: Whitelist software
Post by: cbovino on July 17, 2021, 05:15:36 PM

Any news?

Title: Re: Whitelist software
Post by: JakubV on July 19, 2021, 01:53:58 PM

Hi cbovino,

Thank you for posting and apologies for the delay in our response.

I've consulted with our team regarding your program.

The GUI of your program should have the following for us to consider it clean:
 - Installation logic
 - Indication of when mining is active

The .exe miner will remain detected, but you can suggest to your users to create an exclusion in their AV to prevent pop ups.

For reference, more info here: https://support.avast.com/en-eu/article/Threat-Lab-cryptomining-behavior-guideline/

If you'd like to discuss this further, I would suggest using our FP form as it is a more formal way of resolving FP issues - https://www.avast.com/false-positive-file-form.php

Kind regards,

Jakub

Title: Re: Whitelist software
Post by: Pondus on July 19, 2021, 02:24:14 PM

Quote

If you'd like to discuss this further, I would suggest using our FP form as it is a more formal way of resolving FP issues - https://www.avast.com/false-positive-file-form.php

He tried that, see reply #2.   file is over 50mb

Title: Re: Whitelist software
Post by: JakubV on July 20, 2021, 06:09:26 PM

Yeah, that's a fair point. You can try submit an FP form with the VT link or the SHA in the description and it should go through. Our support team will then forward it to out Threat ops team.

Its just a more formal avenue for resolving the issue, also easier to keep track of for both parties.

Jakub