False Positive On Our Website - URGENT, Impacting Our Business

Viruses and worms
1

Hi There,

I really need help.

Our domain, simplelighting.co.uk was incorrectly flagged by Avast as “phishing”.

I reported this about two weeks ago using this form, https://www.avast.com/report-false-positive#pc

However, it states 48 hours, we didn’t have any reply from Avast team & customers are still complaining.

This is really hurting our business financially, since naturally these customers now don’t trust the website.

Is anyone here from the Avast team whom can help?

Our dev team have spent over 20 hours on this, investigating the issue - 100% they have assured me there is no virus, malware, phishing happening.

So avast please help me!

Thanks
Chris

2

Not seeing any alert when visiting the site, see attached screenshot.

3

Yes - it seems not all customers see it.
I am not sure if that’s Avast version, browser type etc.

But, we have had several customers a day report it to us.

All customers use avast and we have been provided with screen shots of the issue.

Screen shot showing this here: https://imgur.com/TU375aV

4

First let me say I don’t work for Avast.

The crux of the avast protection are in its virus/malware signatures and sites considered malicious/suspect, etc.

For the most part these are contained within the virus definitions, which are updated several times a day. There are also, streaming updates (very small update files) over and above this to keep the virus definitions very up to date. If the user is on-line all the time these update every few minutes (if they haven’t disabled that setting). If not, when they go on-line a check would be made.

So it is important that users:
A keep the virus definitions up to date, for protection and correction if in the case of an FP.
B keep the program up to date to give the best protection.
C The Avast Web Shield isn’t browse specific as such, but should integrate with the browser.

It is preferable if screenshot are attached to posts rather than unknown 3rd party link, as I did with my screenshot.
When you Click the Reply button it opens a text window for you to post your comment (reply or post).
Click the Preview button, that shows what you have input and expands it to include ‘Attachments and other options’. Click that it further expands, here you can attach images, etc. at the bottom of your post.
See my attached image, click to expand.

5

Thanks for your reply. And yes, I have an idea how the definitions work.

So you think maybe the users who are impacted could be working on older versions of definitions?

The above is very hard to explain to a customer EG: My customer service team try there best, but the reality is the customer is being told our website isn’t to be trusted, the likelihood is that the customer will always believe AVAST over ourselves.

It would be good if a member of the AVAST team could take a look there side and ensure the FP has been removed.

Is there any way I can reach out to them?

Regarding attachments - got it! I couldn’t figure it out to begin with.

This is the attached screen shot

6

I can only report my findings, based on having the latest Avast Program version an the Virus definitions on my system are set to Auto Update (plus the Streaming virus definition updates).

If they are fully up to date then the user should find the same results that I did.

You have submitted it to the correct location https://www.avast.com/report-false-positive#pc ordinarily/previously Avast used to reply in a day or two. That doesn’t appear to be the case now, which is disappointing.

How recent is that screenshot (plus the See Details option may have helped also) ?
I suspect it predates my visit to the site earlier today ?

What is the image behind the screenshot ?

7

Thanks David for your reply.

I also downloaded the software on my windows machine and couldn’t replicate the issue - although my system is controlled by my I.T guys (3rd party) so it could be that other software blocked avast etc.

The screen shot was received about 1 weeks ago from our customer - behind the window, it’s just stating the website cannot load and was blocked. But I cannot locate the screen shot for this.

We had 3 reports today from customers of the same issue, and god knows how many customers arnt telling us and just bouncing our site.

I’m a bit stuck really because just a reply from avast telling me the FP has been removed would be ideal. So we can tell customers to update there anti virus reliably.

But you no - if you put yourself in the customers shoes, mostly they are not technical, they won’t believe our side of things.

8

All I can suggest if you are contacted by visitors to the site, is:

Tell them that you have reported it to Avast and the Forums here, that you suggest that they ensure that their virus definitions are up to date.

I will however try to attract some attention to this post.

9

Thanks! That’s exactly what we will tell customers.

Do avast staff normally man the forums?

10

You’re welcome.

Not as frequently as I would like, but I’m hopefully that my attempt to attract some attention to this post will get some response.