Finally, truly, finally, I received an email from your company Customer Care. Below is the full text of that email.
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Hello,
Thank you for contacting AVG.
Please accept our apologies for the inconvenience caused. We understand that AVG has detected the reported file as a malicious one. We are unable to reproduce this detection right now.
We will be glad to analyze the issue, but before we can, we need to analyze the threat detection by AVG. Could you please:
1. Attach the screenshot including the detection dialog, with See details in the bottom-right corner displayed. To create a screenshot, please refer to the following link.
• Creating a screenshot
2. Attach a screenshot of your virus database version in AVG.
• Open AVG ▸ Menu ▸ About
We will analyze the received files and provide you with further information as soon as possible.
Thank you in advance for your reply.
Best regards,
AVG Customer Care
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Why am I receiving an email with this content? I sent everything, including the AVG detection dialog, screenshots with the virus database version, and even screenshots of the EXE test results from VirusTotal, along with the sample files (EXE), twice last month, on September 29/30. You're kidding me if you're asking me to send those screenshots again now.
If you can't reproduce the behavior monitoring shield's false positives, then play RadioTunes in my software. When you hover your mouse cursor over the radio panel, the program reads the HTML source of the RadioTunes site and attempts to get the media information (artist and song name) from it. My observation is that when my software references the HTML source, AVG considers that action to be suspicious. This is a total misunderstanding, and I hope this false positive is corrected sooner rather than later.
Best regard.
We understand your frustration, Takashi.
Please accept our apologies for the delay.
We could see that you are facing this issue after each upgrade. We will look into this and make sure you aren't facing this issue in the future.
Your specimen has reached our concerned team team and they are investigation your issue with high priority.
As mentioned before, this analysis process will take some time. They will get back to you through email.
Your patience is appreciated.
I would like to send you a sample of my homemade Internet radio software because it was falsely detected by AVG's Behavior Shield.
When I tried to send you a previous version in July of this year, a transmission error occurred on your site, and then I transferred the file via FTP based on your subsequent email instructions.
This time no error occurred and a message "Sample received" was displayed on the screen, but I still have not received any mail from you 72 hours after the first sample was sent.
I sent the first specimen from the Japanese site, but as it's been 24 hours and I still haven't received an email from you, I sent the same specimen from the English site again. Again, the screen said "Sample received", but I never received an email from you, and my home-built software continues to get false positives. That means I have sent the same specimen twice and have not received an email from you guys both times.
Did the specimens I sent reach you? Or does it show on the screen that the specimen has been received, but exclude the transmission itself? You're not going to blacklist the E-mail address of little free software that keeps sending out samples noisily every time you upgrade your software, are you?
If the specimen I sent you has reached you, please correct the false positive immediately. If not, how can I send the specimen to you? Please tell me.
I don't think it's acceptable for you guys to continue to mis-detect the work of free software writers without permission and ignore them when they send you their samples.
Best regards
Hello,
Today, the AVG program and the virus database have been updated, and I have confirmed that my homemade Internet radio software is working properly in the latest environment.
In the environment of the virus database 201007-16 and software version 20.8.3147 (build 20.8.5684.561), the Behavior Shield does not cause false positives when playing RadioTunes and getting the artist and song names from the HTML source.
Thank you very much.
Takashi Toda
Finally, truly, finally, I received an email from your company Customer Care. Below is the full text of that email.
-----------------------
Hello,
Thank you for contacting AVG.
Please accept our apologies for the inconvenience caused. We understand that AVG has detected the reported file as a malicious one. We are unable to reproduce this detection right now.
We will be glad to analyze the issue, but before we can, we need to analyze the threat detection by AVG. Could you please:
1. Attach the screenshot including the detection dialog, with See details in the bottom-right corner displayed. To create a screenshot, please refer to the following link.
• Creating a screenshot
2. Attach a screenshot of your virus database version in AVG.
• Open AVG ▸ Menu ▸ About
We will analyze the received files and provide you with further information as soon as possible.
Thank you in advance for your reply.
Best regards,
AVG Customer Care
-------------------------
Why am I receiving an email with this content? I sent everything, including the AVG detection dialog, screenshots with the virus database version, and even screenshots of the EXE test results from VirusTotal, along with the sample files (EXE), twice last month, on September 29/30. You're kidding me if you're asking me to send those screenshots again now.
If you can't reproduce the behavior monitoring shield's false positives, then play RadioTunes in my software. When you hover your mouse cursor over the radio panel, the program reads the HTML source of the RadioTunes site and attempts to get the media information (artist and song name) from it. My observation is that when my software references the HTML source, AVG considers that action to be suspicious. This is a total misunderstanding, and I hope this false positive is corrected sooner rather than later.
Best regard.
Hi Takashi,
This isn't the experience we want you to have. We'd like to clarify this for you.
Upon checking our records, we see that your requests has landed in the correct channel.
Once you submit a request, a group of analysts will review the site/file & whitelist it, if it is found safe or goes through the clean notes of AVG.
This process requires some time. Hence, we request you to allow some more time for the concerned team to investigate on this.
Please wait for an email from them. Thank you for your understanding in advance!
Reply:
Hi Takashi,
This isn't the experience we want you to have. We'd like to clarify this for you.
Upon checking our records, we see that your requests has landed in the correct channel.
Once you submit a request, a group of analysts will review the site/file & whitelist it, if it is found safe or goes through the clean notes of AVG.
This process requires some time. Hence, we request you to allow some more time for the concerned team to investigate on this.
Please wait for an email from them. Thank you for your understanding in advance!
To see the entire conversation, click: Did you receive the specimen you sent? | AVG
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Hi,
So, in essence, you're saying, "Shut up and wait"?
I posted this because I waited 72 hours and didn't even receive a reply.
In the meantime, have you finally gotten confirmation that the specimen has reached you guys? So we'll have to wait and see.
Best regards.
Hello,
Today, the AVG program and the virus database have been updated, and I have confirmed that my homemade Internet radio software is working properly in the latest environment.
In the environment of the virus database 201007-16 and software version 20.8.3147 (build 20.8.5684.561), the Behavior Shield does not cause false positives when playing RadioTunes and getting the artist and song names from the HTML source.
Thank you very much.
Takashi Toda
This isn't the first time I've sent you homebrew software as a specimen. Every time I upgrade my homebrew software, it is falsely detected by AVG's Behavior Shield, and I send a specimen each time.
In the past, within 24 hours of sending the specimen, I received an email from you guys saying that the software was fine, and that I had to wait at least 24 hours for the database to be updated, and the false positive was corrected within about 48 hours after sending the specimen.
Why is it taking so long this time? Anyway, I would like to see the homebrew software false positives corrected as soon as possible.
In fact, I wanted this false positive to be corrected before the release of the new version of my homebrew software. However, the release date has arrived and I have already published a new version of my homebrew software on my site.
Sorry for the Japanese site, but I'd like to point you to my site. There is a zip file containing all the execution environments, not just the EXE that was detected incorrectly.
弊社インターネットサービス等の提供終了について | お知らせ | 株式会社 QTmedia | COARAの発展形デジタルエージェンシー
I should add that the last time I had the false positive detection corrected, the download link of the ZIP file itself was blocked by AVG for some unknown reason after the false positive detection was corrected, and I had great difficulty in correcting the problem. So I can't deny that I'm very unhappy with what you've done to the weak free software authors.
I hope that the false positives will be corrected as soon as possible. My best wishes to you.
We understand your concern.
Please be patient until you get an email from our team. They will explain the reason for requesting the screenshot.
Thank you.
Glad to know that, Takashi. Thank you for updating the status. Have a great day. Stay safe!
We're afraid as this analysis process takes some time, Takashi. Hence, we've requested for your patience. Thank you for your understanding in advance!
We are sorry to hear this.
We could see that our concerned team has requested the screenshot of the detection. This might be for analyzing the sample in detail.
They would have asked you for screenshot again since you have created multiple case for the same threat detection. They will provide you an clear explanation to your email as soon as possible.
Your patience is appreciated.