False positive URL:Blacklist on legitimate small business website — 5 whitelist requests with no response

Avast Free Antivirus / Premium Security
1

Hello,

I’m the manager of Casting Iron Axes, a family-owned axe throwing venue and restaurant in Enumclaw, Washington, USA, operating since February 2022. Avast Web Shield is blocking our entire website, and I’d be grateful for help from the Avast team.

Detection details:

Our site is a standard WordPress business website used for reservations, event bookings, and our food menu. It hosts no downloads or executable files. Customers using Avast or AVG cannot reach us, which is directly hurting our small business.

I have submitted the official false-positive report form five times and have not received any response or seen the block lifted. I’m posting here in the hope that someone from the Avast threat lab can review the detection and remove our domain from the blacklist, or tell me what specifically is triggering the flag so we can fix it on our end.

Happy to provide any additional information needed. Thank you for your time.

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First, I’m an Avast user and not an Avast Team member.

Ordinarily you won’t get a reply but the detection will be checked within 48 hours, ‘IF’ found to be clear, it would be removed within 48 Hours. So it looks like the automated check is still finding something.

Possible False Positive

  • New location to report both a False Positive and or a False Negative (for File or URL) - Choose Your Sample Submission Type | Avast
  • You won’t get a direct response but it should be analysed within 48 hours, if found to be false it will be removed.

There are sites that can also check a site link and or file upload.

I did a check at Virus total, see the link below for results, only three detections 53 clean and 33 unrated, note the Avast Web Shield scan is a Live on-access scan only and not on-demand with these results.

This is what I get on the check at Virus total

I will try to attract some Avast Team attention to your topic/plight.

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Hello @ak_gorsi,

Thank you for raising this!

The reported domain was checked, and based on the findings, the detection was removed. The website is now marked as clean in the Avast database. This change may take up to 1 hour to take full effect. Please accept my apology for the inconvenience caused.

If the situation persists after 1 hour, please update the Avast virus database and try again.

Thank you, @DavidR, for highlighting this topic.

1 Like
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Thanks for the prompt action.

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