False positive when trying to download a file

Avast Free Antivirus / Premium Security
1

Hi everyone!

I hope somebody could suggest how to resolve this.

A lot of our clients receive a false positive when trying to download any application from our website www.cloudberrylab.com
Download failed and in the “Downloads” section of the web browser we can see the “Virus scan failed” message.
All our builds are signed with version 3 digital certificate and if we run a quick scan - no alerts received.

The issue happens on multiple computers located in different parts of the world.

We tried to “Report false” positive using the Avast user interface and to contact avast at virus@avast.com but didn’t receive any feedback.

The questions we want to know:

  1. Why don’t we see any information about the false positive faced in the avast logs located C:\ProgramData\AVAST Software\Avast\log ?
    Are we missing something?
  2. Is there any additional way to whitest an application for software vendors? (For example any FTP where we could automatically upload a file every time we release new version)

Thanks in advance,
Vlad,
CloudBerry Lab Team

2

I can confirm the alert I have sent to Avast as an FP as it stands we will need someone from Avast to reply to this. I have alerted the mods to this thread

3

Hello,
thanks for notice. FP will be fixed in next stream update.

Milos