Author Topic: AVAST keeps blocking a trusted program  (Read 12553 times)

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AVAST keeps blocking a trusted program
« on: January 17, 2016, 06:03:24 PM »
I am running Windows 7 and have AVAST version 10.3.2508.  For the past 6 years I have been using a Brother Label Maker on my computer with no problems.  I switched from AVG to AVAST with no problems.  Two months ago AVAST starting blocking the program that runs my Brother Label Maker (ptlite10.exe).  My label maker is on my G: drive and every time I turn it on, a warning pops up and it puts the program in the virus chest.  I have reported it as a false positive several times but have not heard anything from AVAST.  I even tried adding it to the exclusions sections but that does not work.  The only way I can print any labels is by turning off my AVAST before turning on the label maker and that is a huge pain in the butt.  I researched a solution online but found none.  I am hoping someone here in the forum can help me resolve this so I can go back to printing labels without turning off AVAST.

Offline Eddy

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Re: AVAST keeps blocking a trusted program
« Reply #1 on: January 17, 2016, 06:06:42 PM »
First thing you need to do is installing the latest version of avast.
Best is a clean installation.

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Re: AVAST keeps blocking a trusted program
« Reply #2 on: January 17, 2016, 08:06:44 PM »
Thanks .... I will do that now ......will let you know what happens

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Re: AVAST keeps blocking a trusted program
« Reply #3 on: January 17, 2016, 08:26:32 PM »
I installed the latest version of AVAST and I still get the same error message and it blocks it from opening.  Any other suggestions short of going to another anti-virus program other than AVAST?  I love avast but this process of having to disable avast every time I want to print a label is ridiculous.

Offline Eddy

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Re: AVAST keeps blocking a trusted program
« Reply #4 on: January 17, 2016, 08:30:49 PM »
Is the label printer connected wired or is it wireless ?

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Re: AVAST keeps blocking a trusted program
« Reply #5 on: January 17, 2016, 08:35:38 PM »
It is wired and comes up on the G: drive.  Have had it installed for over six years and never ever had any problem until the pass two months.  When you turn the label maker on, you get the pop up that says ptlite10.exe .... win32:Malware-gen

Offline Eddy

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Re: AVAST keeps blocking a trusted program
« Reply #6 on: January 17, 2016, 08:37:55 PM »
Putting that file (or perhaps better the entire folder) in the global exclusion list should work.

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Re: AVAST keeps blocking a trusted program
« Reply #7 on: January 17, 2016, 08:41:32 PM »
The label maker has no file.  It is self contained.  When you turn the label maker on, it brings up a little window to type in and you print.  Very simple.  I put the G: drive in the global exclusion file along with the ptlite10.exe and it still gives the warning every time you turn the label maker on.

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Re: AVAST keeps blocking a trusted program
« Reply #8 on: January 17, 2016, 08:46:10 PM »
Ofcourse it is using files.
Look in the avast log files to see what exactly is detected/blocked and what the location is.
Add it to the global exclusion list.

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Re: AVAST keeps blocking a trusted program
« Reply #9 on: January 17, 2016, 08:50:58 PM »
I am running version 11.1.2245 ..... where do I find the log files at?  I cannot seem to locate them on this new version??? The old version did not give a location to add to the exclusion file

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Re: AVAST keeps blocking a trusted program
« Reply #10 on: January 17, 2016, 09:00:48 PM »
It is using the file I told you G:\ptlite10.exe ... that is the only file in G: drive .... I put that exact path in the exclusion and it still detects it as malware .......

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Re: AVAST keeps blocking a trusted program
« Reply #11 on: January 17, 2016, 09:24:40 PM »
XP :
C:\Documents and Settings\All Users\Application Data\AVAST Software\Avast\report\
C:\Documents and Settings\All Users\Application Data\AVAST Software\Avast\log\

Vista and later :
C:\ProgramData\AVAST Software\Avast\report\
C:\ProgramData\AVAST Software\Avast\log\

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Re: AVAST keeps blocking a trusted program
« Reply #12 on: January 17, 2016, 09:32:54 PM »
There are 17 logs in that file?

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Re: AVAST keeps blocking a trusted program
« Reply #13 on: January 17, 2016, 09:36:43 PM »
When I turn on the label maker ... it shows the process as c:\programfiles\avast sofware\avast\avastsvc.exe in the warning....

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Re: AVAST keeps blocking a trusted program
« Reply #14 on: January 17, 2016, 09:40:17 PM »
I checked each log in the file folder and none of them have any that show anything in the G: drive