Our software is blocked by Avast Free edition!

Avast Free Antivirus / Premium Security
1

Hi,
We are developing a tele-health software and we encounter serious problems with our clients equipped with Avast anti-virus.

  1. Our installation program (built with Inno setup) cannot be launched: the hourglass appears but the first screen never appears. No message of any kind, but when Avast is deactivated everything goes fine.

  2. Once installed, our software itself is blocked. Once again, no message of any kind. Please note that our software requires to be run in elevated mode, and when Avast is activated we even don’t reach the UCA warning. Weird…

The problem occurred with Windows 10.0.10586. I cannot say it’s not the same with other versions of Windows we’re gonna investigate that.

Many thanks in advance for your quick reply if possible because it’s a really annoying issue for our clients. They are not experts at tweaking their antivirus so we have to connect to their computer remotely to sort this out for them :blush:
Regards,
Gilles

2

How to report > https://forum.avast.com/index.php?topic=14433.msg1289438#msg1289438

3

Thanks for the reply.
However, in case of a false positive shouldn’t Avast show a warning message?
I find it strange that even the setup program doesn’t show the first window when Avast is activated.
BTW the setup program is much bigger than 10MB so I can’t upload it with the form you mentioned.

4

How would it (avast) know it was a false positive in order to display a message ?

All Pondus is saying how to report what ‘you’ consider a false positive, not that it is an FP.
Both he and I are avast users trying to offer advice/suggestion.

There is a possibility that your setup file is being analysed by the avast DeepScreen and this could take time in a controlled environment, but it should take a little time not indefinitely.

You can try reporting a false positive giving a link to be able to download the setup file rather than uploading the file.

Is your setup file digitally signed ?
This could help.

5

It would be strange if it is only the free edition of avast that is blocking it.

6

Thanks Eddy and David for your help.

I’m not saying only the free edition raises the problem. We just had the problem with the free edition. I thought it was worth mentioning it, it might help.

@David: I’m not saying it’s a FP. I’m just describing the problem: Avast deactivated => everything goes fine ; activated => installation is blocked, no alert message. We thought it could delay the process, half an hour later it was the same…

I could mention that other anti-virus programs (e.g. AVG) does not cause the same problem.
And no, the setup program is not digitally signed.
I do understand it can be an issue, but I believe a normal protection software should display some warning in that case.

Thanks again for trying to help us :slight_smile:
Gilles

7

You could ask the people who have the problem to look in the log files to see if there is anything mentioned in them about it.

8

Hello,
upload the installation program to our ftp://ftp.avast.com/incoming/ and post here the uploaded filename, please. We will try to reproduce the issue and fix it.

Thanks,
Milos