Author Topic: Avast blocking certified install files  (Read 929 times)

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Offline MarinLely

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Avast blocking certified install files
« on: June 11, 2024, 05:44:53 PM »
Hello,

Our clients using Avast sent us messages about Avast antivirus blocking the upgrader of our software and deleting the .exe-files. Our software is certified and this hasn't happened before, and it only happens with customers using Avast, not with other AV clients.

I wanted to send the file for whitelisting, but our whitelisting-account (that we used before our software was signed) has expired.

Could you please help me out? This is really important to us, since this issue is also delaying our next release.
« Last Edit: June 11, 2024, 05:50:11 PM by MarinLely »

Offline DavidR

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Re: Avast blocking certified install files
« Reply #1 on: June 11, 2024, 07:09:18 PM »
As an interim measure, you could use this for Possible False Positive - New location to report both a False Positive and or a False Negative - https://www.avast.com/submit-a-sample#pc
That said you won't get a direct response about the submission of a possible false positive.

I would recommend you enquire about renewing the whitelisting account, though as an Avast user I don't have a link for that.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 24.6.6121 (build 24.6.9241.848) UI 1.0.809/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline MarinLely

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Re: Avast blocking certified install files
« Reply #2 on: June 11, 2024, 07:20:12 PM »
Thank you, DavidR.

I'm sure this is something Avast should solve, preferable without me having to report a false positive. Especially since our software is certified, and Avast is the only AV client blocking this install at our (25k+) customers.

Offline DavidR

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Re: Avast blocking certified install files
« Reply #3 on: June 11, 2024, 10:47:50 PM »
I don't work for Avast, so I can't speak on their behalf.

The suggestions given:
1. reporting a possible FP is the quickest route, short term route.
2. enabling you expired whitelisting account.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 24.6.6121 (build 24.6.9241.848) UI 1.0.809/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security

Offline MarinLely

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Re: Avast blocking certified install files
« Reply #4 on: June 12, 2024, 08:32:01 AM »
I got that, so that wasn't aimed at you.

I've done both, thank you.

Offline MarinLely

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Re: Avast blocking certified install files
« Reply #5 on: June 12, 2024, 10:37:56 AM »
Update:

My whitelisting account had been restored, and I've uploaded the files for whitelisting.

Still, this is some sort of workaround and more actions from Avast are required.

Offline DavidR

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Re: Avast blocking certified install files
« Reply #6 on: June 12, 2024, 11:48:47 AM »
Which is hopefully where the reporting of a possible false positive comes in.  The virus labs should check it out, though they don't reply to the submission.
Windows 10 Home 64bit/ Acer Aspire F15/ Intel Core i5 7200U 2.5GHz, 8GB DDR4 memory, 256GB SSD, 1TB HDD/ avast! free 24.6.6121 (build 24.6.9241.848) UI 1.0.809/ Firefox, uBlock Origin, uMatrix/ MailWasher Pro/ Avast! Mobile Security