Author Topic: "Restore and add to exclusions" is BROKE!  (Read 10262 times)

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Offline machinegunkenny

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"Restore and add to exclusions" is BROKE!
« on: September 23, 2014, 05:10:03 AM »
I need a response to the "Restore and add to exclusions" function in the virus chest.
It is NOT working.

If this is intended then I will uninstall your product from every device I own and will no longer recommend you to my customers.
In it's current state your AV is causing me more issues than the viruses I am trying to protect devices from.

I know this file is safe and I WILL NOT submit it to your lab to be removed from list...I am fully capable of managing my exception list.

Offline Pondus

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Re: "Restore and add to exclusions" is BROKE!
« Reply #1 on: September 23, 2014, 07:48:15 AM »
Quote
I know this file is safe and I WILL NOT submit it to your lab to be removed from list...I am fully capable of managing my exception list.
why not?
 if you send it to avast lab others that have the same file will also benefit from it


Offline JWJr

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Re: "Restore and add to exclusions" is BROKE!
« Reply #2 on: September 23, 2014, 08:41:28 PM »
Quote
I know this file is safe and I WILL NOT submit it to your lab to be removed from list...I am fully capable of managing my exception list.
why not?
 if you send it to avast lab others that have the same file will also benefit from it
My experience: I've had avast kick back a number of files on my systems, but they're programs I wrote myself for our own personal use here (sometimes years before), so submitting them to avast lab will not help others, and no one else will have copies of them.

The larger point: "Restore and add to exclusions" needs to work more reliably (even for those who do choose to submit false positives).  -JW

Offline Eddy

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Re: "Restore and add to exclusions" is BROKE!
« Reply #3 on: September 23, 2014, 08:54:27 PM »
Yes it will help others.
The same part of code from your application that triggers avast can also be used by others.
avast can't fix things if they can't check where it goes wrong.
Keep in mind that it is not a entire application that triggers avast, but just some small part of it.

machinegunkenny,
Quote
I am fully capable of managing my exception list.
No, you are not. If you where, you wouldn't be here complaining but already have added everything you want to the exclusion list. If it really is a false positive avast can only fix it in the detection if they can checkout the file to see where it goes wrong. That is why submitting is important.

A car mechanic can't repair a car if he is not allowed to touch it.

Offline jasoncollege24

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Re: "Restore and add to exclusions" is BROKE!
« Reply #4 on: September 26, 2014, 08:02:56 AM »
Reading through this thread, I have to correct you Eddy. It appears that you are blaming the poster for not submitting files, and/or for not adding those same files to the exclusions list.

They are trying to add them to the exclusions list using the option to "Restore and add to exclusions" from within the virus chest. The complaint this poster has is that this feature is not adding the files to the exclusions list, (or more accurately that files added are still being flagged), and therefore is not a working function. I too am having this same problem. No file I add to exclusions are being ignored by Avast, no matter how i try to add them.

Telling them that they are wrong for not submitting the files, or adding the files to exclusions defeats the whole idea of this post. the exclusions feature is not working, so blaming the poster doesn't work here.

Kenny,

After adding files to the exclusions list, try restarting the computer, or shutting down the shields, and restarting them. It's a long shot, but might work. I know this hasn't worked for me.

If the exclusions feature (which doesn't appear to be working at all) doesn't get fixed, I will switch to another AV solution on all my devices, as well as recommending others to use another AV product. If items in the exclusions list are scanned, and removed anyway, then it completely defeats the purpose of that feature.

Offline bob3160

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Re: "Restore and add to exclusions" is BROKE!
« Reply #5 on: September 28, 2014, 02:52:38 PM »
"Restore and add to exclusions" as far as I know can't work since as long as the file is considered to be dangerous,
it can't be ignored. Otherwise any file in the virus chest could simply be ignored and restored which would resulting in an infected system.
It needs to be submitted to the lab and then excluded from detection if it's deemed not dangerous. 
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Offline NoelC

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Re: "Restore and add to exclusions" is BROKE!
« Reply #6 on: September 28, 2014, 05:15:03 PM »
None of the "experts" here have yet mentioned that there are a number of different kinds of exclusion lists available in the product.  Either they're ignorant of how the product really works or they're trying to sanitize their responses so as to talk anyone and everyone out of trying to exclude anything.  That would be rather arrogant and frankly disrespectful.

"Restore and add to exclusions list" simply might not have added it to the exclusion list that you really need it to be in

It depends on how the false positive was detected.  For example, there are Exclusions listed under the File System Shield "gear" icon in the Active Protection section of Settings.  Exclusions there really do keep the File System Shield from re-detecting false positives.  And yes, you should be very sure before excluding anything.

I've experienced false positives as well, and while I have always submitted the info to Avast for future product improvement there was a time period where the system has to be made to work through exclusion list management.  When needed to do so, I have been able to exclude everything that needed excluding with a bit of elbow grease and manual additions to exclusion lists other than taking the most obvious choice.

The takeaway here is this:  That a user expected "Restore and add to exclusions list" to work and it didn't because the exclusion just needed to go in a different list implies that the product isn't doing what it's expected to do and needs a redesign.

-Noel

Offline Eddy

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Re: "Restore and add to exclusions" is BROKE!
« Reply #7 on: September 28, 2014, 05:34:53 PM »
Quote
Reading through this thread, I have to correct you Eddy. It appears that you are blaming the poster for not submitting files
Indeed I do and I told why the file(s) should be submitted.
Quote
and/or for not adding those same files to the exclusions list.
Users can add files/folders and such manually.

Offline jasoncollege24

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Re: "Restore and add to exclusions" is BROKE!
« Reply #8 on: September 29, 2014, 03:11:49 AM »
I know how to use the exclusions lists, and normally i have no issues with added files, but recently files added to exclusions are not being treated as having been added to exclusions.

@Eddy Don't blame people for not doing what you would do. Instead, help them troubleshoot the problem they are having. I don't generally submit files that I add, just because it's easier for me to add them to exclusions, and be done with them. Now the exclusions feature seems to be broken.

@Noel It doesn't matter where I exclude files (aka which exclusions list i use). Avast seems to be ignoring the fact those lists even exist, and therefore is not excluding them. Items added to the file system shield exclusions are still being moved to the virus chest by the file system shield. For me, that is the exclusions list that is not working.

Offline NoelC

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Re: "Restore and add to exclusions" is BROKE!
« Reply #9 on: September 29, 2014, 06:57:24 AM »
A removal via the Avast cleaner tool followed by a reinstall might help.  It seems people have to do that from time to time.

-Noel

Offline dlp69

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Re: "Restore and add to exclusions" is BROKE!
« Reply #10 on: September 29, 2014, 01:10:19 PM »
+1 Doesn't work... Google Picasa's uninstaller (false positive) has been added to the exclusion list and is being ignored and still keeps flagging.

Also broken since the beginning of 9 is adding exclusions to hardened mode... tons of threads out there on this.  Whoever is coding this program for the exclusions portion needs to be fired... doesn't take a heckuva lot to check a list and make sure the program that you are trying to flag as infected is not on that list.

Offline Asyn

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Re: "Restore and add to exclusions" is BROKE!
« Reply #11 on: September 29, 2014, 01:12:11 PM »
You can report a possible FP here: http://www.avast.com/contact-form.php
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Offline dlp69

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Re: "Restore and add to exclusions" is BROKE!
« Reply #12 on: September 29, 2014, 01:16:46 PM »
"Restore and add to exclusions" as far as I know can't work since as long as the file is considered to be dangerous,
it can't be ignored. Otherwise any file in the virus chest could simply be ignored and restored which would resulting in an infected system.
It needs to be submitted to the lab and then excluded from detection if it's deemed not dangerous.

Completely incorrect:
1) It's your system, if you tell it to exclude something then exclude it
2) It says right above exclusions type paths and urls to exclude from scanning and shield protection... any mistake you make may put your pc at risk

Offline bob3160

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Re: "Restore and add to exclusions" is BROKE!
« Reply #13 on: September 29, 2014, 01:43:21 PM »
"Restore and add to exclusions" as far as I know can't work since as long as the file is considered to be dangerous,
it can't be ignored. Otherwise any file in the virus chest could simply be ignored and restored which would resulting in an infected system.
It needs to be submitted to the lab and then excluded from detection if it's deemed not dangerous.

Completely incorrect:
1) It's your system, if you tell it to exclude something then exclude it
2) It says right above exclusions type paths and urls to exclude from scanning and shield protection... any mistake you make may put your pc at risk
If it's so totally incorrect, then please let me know when you are able to exclude a file that's currently detected as a virus.
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Offline NoelC

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Re: "Restore and add to exclusions" is BROKE!
« Reply #14 on: September 29, 2014, 04:15:34 PM »
No, Bob, what he's saying is that if it's in the exclusion list it should be excluded by Avast from further detections until some unspecified further action (such as an update that stops the FP detection and subsequent removal of the entry from the list by the user).  That's what the exclusion list is for.

You seem to want to apply an "Avast knows better" philosophical slant and try to justify what are really just obvious failures.  Why?

Problem number 1:  It's a false positive, not a virus.  It's not some kind of unspeakable insult to Avast that a FP has been detected.  It's reality.

Problem number 2:  The product provides a documented way to restore and exclude from further detection that doesn't actually work.  No matter what the product DOES, it's written on the screen what it's supposed to do.

Problem number 3:  People come to this forum to report the bug and are told that they're wrong for reporting it.  Instead, you should be helping the person having the failure to restore proper functionality of the product.

By coincidence, I've just had a new "Win32:Malware-gen" FP detected myself by my nightly scan last night for the first time for this file.  The file is an old DLL that's been a part of a software development tool called Axialis Icon Workshop that's been installed since 2008, and the detection rate is pretty low at VirusTotal:

https://www.virustotal.com/en/file/c7bdc6704f5d607f4ac880db7611a1787562419c08f9b78424f9f3c8de25e906/analysis/1412000059/

After reporting the FP as a test from the Chest I did a "Restore and Add to Exclusions", so now it's in the master exclusions list.  A manually initiated Scan of the folder does not find the file to be a virus.  So the master exclusions list CAN work, at least sometimes.

-Noel