Author Topic: Request for Support Regarding File Whitelisting & Backup  (Read 456 times)

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Offline Nayan

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Request for Support Regarding File Whitelisting & Backup
« on: September 14, 2023, 11:02:18 PM »

Hello Everyone,

I'm reaching out on behalf of my organisation and wanted to inquire about the whitelisting of certain files with respect to Avast's antivirus offerings.

As a standard practice, we have been whitelisting ".exe" files (executables) for Avast antivirus with every new release of our business software.

However, over the last few months we have been observing a pattern of issues hampering the smooth startup and functioning of our software and believe that the errors or issues are a result of the non-availability of certain files to our software either due to the antivirus considering certain file(s) as malicious and therefore blocking/quarantining it or due to the file(s) being backed up by the antivirus software. We believe these errors occur specifically for certain file types such as "dll" and "binary" files. Hence, we wanted to understand the following:

1. The process of whitelisting such files in bulk.
2. Will whitelisting prevent such files from being quarantined/blocked as well as from being backed up on a user's system?

For better clarity, I would like to share some details about the blocked files.

1. "DLL Files" are the files that remain static across all the systems where our software gets installed.
2. "TSF and 1800 Files" are the files that are binary in nature and vary basis each user's data.

Also, I would like to share some samples for these files so please let me know a possible medium for the same.
 
Our prime concern revolves around the blocking of the aforementioned files and the resulting errors interrupting the functioning of our software being used by over 2 million customers on a daily basis. Therefore, we would like to resolve these issues as soon as possible.

Please let us know if you have any questions regarding these files or our software product in general. I look forward to hearing from you soon.

Thanks

Offline DavidR

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Re: Request for Support Regarding File Whitelisting & Backup
« Reply #1 on: September 15, 2023, 12:33:17 AM »
See  -  Developers - Avast Threat Labs - File whitelisting:  See https://support.avast.com/en-ww/article/229/ and https://support.avast.com/en-ww/article/228/
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