Author Topic: Urgent - False Positive + Software Whitelist  (Read 469 times)

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Offline paulm2

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Urgent - False Positive + Software Whitelist
« on: October 26, 2021, 02:00:08 AM »
This is regarding this file and the previous version of this file: https://www.virustotal.com/gui/file/c9c8faf4eaa8f6037ff9c04018d23d1b236161ecd73c0de55c4fd46d2999eedc/detection

It's been over 5 days. We've submitted the samples to Avast/AVG as False Positive. We've sent in a request for their software whitelisting program. Still NO REPLY and our software is still false-positive detected.

I would be more patient but I'm getting emails non-stop from customers about Avast/AVG blocking the install/execution of our software. The product URL is: https://pegasun.com/system-utilities and the download link is on the "Download" button.

I need help EXPEDITING this issue. Avast/AVG's slow to responsiveness and false positive detection is causing a head for both us and our customers.

Our software is CODE-SIGNED and we have been around for almost a decade.

Thank you
« Last Edit: October 26, 2021, 02:03:26 AM by paulm2 »

Offline polonus

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Re: Urgent - False Positive + Software Whitelist
« Reply #1 on: October 26, 2021, 10:45:31 AM »
Hi paulm2,

It is still 'signed' as PUP-ware or riskware and flagged as such.
And not only by avast and avg for that matter.

That means that end-users may ignore this detection, as it is being detected in PUP-mode only.
So everyone that wants to use it can make their own decided decision to ignore a PUP-detection or not.

Users that do not want riskware and/or ad-driven programs on their device should have a choice.

But wait for a final decision from avast team, as they are the only ones to decide,
whether this isa PUP-detection or not.

polonus (volunteer 3rd party cold recon website security analyst and website error-hunter)
Cybersecurity is more of an attitude than anything else. Avast Evangelists.

Use NoScript, a limited user account and a virtual machine and be safe(r)!

Offline paulm2

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Re: Urgent - False Positive + Software Whitelist
« Reply #2 on: October 26, 2021, 05:57:36 PM »
Thank you for the reply polonus.

I believe Avast/AVG uses the same definition so it makes sense if one detects it, the other will as well.

Our customers reported AVG/Avast actually BLOCKS this file from even being installed. Maybe that has changed since.

However, I don't know WHY it is even being marked as PUP. We have been running this software for almost a decade. It is a "System Utilities/PC Optimization" types of software, however, every single thing we do is transparent and USER CHOICE.

AVG even has their OWN PC Optimization software: https://www.avg.com/en-us/avg-pctuneup

If they are marking their own as CLEAN, but ours as PUP... this seems a bit shady business practice.

I'd like to know what EXACTLY is being triggered as a PUP for our software, so that we may address is.