How do we stop Avast from considering our software to be a virus?

Avast Free Antivirus / Premium Security
1

I work for a software company that sells software to companies, government agencies, and organizations throughout the US, Canada, and Mexico.

Avast has suddenly decided that our software is a virus - causing our support dept. to have to handle a large # of calls because our clients software has suddenly stopped working.

What options do we have?

  1. Contact all our customers and tell them to uninstall Avast and purchase working anti virus software?
  2. Get in touch with someone at Avast who can resolve this issue (yes, we did try to report it, but no idea if it works since as soon as we click OK, the page goes blank and we have no idea what happened.
  3. Hire a lawyer?

Any and all suggestions are highly appreciated.

Thank you

2

Did you fill up this form https://www.avast.com/contact-form.php?subject=VIRUS-FILE and https://www.avast.com/contact-form.php

You can also send them an email to avast. Use this email virus at avast dot com. Put subject heading as “false positive” without quotes. You can also send them the file in question and zip it using password.

3

Thanks,

I know we tried some. But when we filled out the forms, the screen went blank and we received no notification that our attempt was successful. And we will certainly look into the other options.

4

um… you should get a confirmation/received a notification after filling up the form. Anyways, the email address that I have provided above use that and provide much information as possible. More the info the better for Avast team to analyse it such as what operating system are you using and being used such as Windows XP, Vista, 7, 8, 8.1, Avast VPS version and program version that detects your file in question, the name of the malware of this detected file, program name and developer, and etc.

After you email them you may have to wait for at least 24-48 hours or more to get a reply from them. You may expect a reply from them only if they require more information about your program and such from you. They will correct this issue in their next VPS update/streaming update.

Your welcome and good luck!

5

They will correct this issue in their next VPS update/streaming update.<<

Any idea how often they do this?

Thanks,

6

Streaming updates hundreds in a 24hr period - routine VPS update average 2, sometimes more per day. These also contain all streaming updates since the last VPS update.

That said this is only after the file is analysed and confirmed as an FP.

7

Hi,

I have the same problem, did you sovle yours?

Avast is also blocking our game since monday which is very annoying because our users start thinking we are a virus…

I used the contact form and the false-positive form, but no confirmation received andno answer.

8
I used the contact form and the false-positive form, but no confirmation received andno answer.
Try this https://support.avast.com > [b]avast virus lab[/b]
9

Did you send avast a copy of the file in a zip file?

10

Hello,
which page did you use for submitting False positive? I tried both (https://www.avast.com/contact-us.php?subject=VIRUS-FILE, https://support.avast.com/) and did not get blank page.

Milos