Report a false positive

Viruses and worms
1

Hi,

Our customers are having problems with Avast and AVG while installing our software as one of the installation files is been identified as Malware.

The affected file has a size of 1GB and is signed with a legitimate certificate. The file is 1GB so we cannot report it on https://www.avast.com/false-positive-file-form.php because of the 50 MB restriction.

This only happens with Avast and AVG.

Please, provide us with guidance on how to proceed to upload this file so you can analyze and whitelist it as soon as possible.

Best regards,
Alex.

2

→ https://support.avast.com/article/229/
→ https://support.avast.com/article/228/

3

Cannot register on the whitelist program to upload files to the FTP because the registration form requires to include the file and theres a 60 MB restrictions.

Also our files are all digitally signed and no other anti-malware is giving us problems. Our files are fine and totally legal and legitimate

4

→ https://support.avast.com/en-ww/article/160/

5

Just uploaded the file to the Avast FTP as requested.

The file name is “fasdraevasdfvadfbdf@gmail.com.zip” and the password is “virus”.

6

Publishing what is in effect your email address in public forum isn’t a good idea unless you particularly like spam.

7

Hello,
thank you for uploading the file. I scanned the file and no detection was found. Can you ask the customer to provide a screenshot of the detection with expanded details in the dialogue, please?

Milos

8

Hi,

We dont have that evidence right now, but we will try to contact the customers and gather it.

Thanks for your support.

Best regards,

Alex

9

Hi,

A support agent contacted us and have solved our problem.

You can close this post.

Thanks you again.

Best regards,
Alex

10

You’re welcome.