Exceptions not working

AVG Protection
10

Thanks for the article Midhun.  I will review it.  

As you might note on my initial post I believe that I have included the whole detected file path as you suggested.  

Hopefully, the troubleshooting steps will prove to be effective.

Thanks,
Mike

9

Thanks for responding.  I must not have been clear.  While getting your team to Whitelist these files may be a solution, it is not what I was hoping to learn. 

There is an "Exceptions" page in the Settings tab of the General tab of the Menu.  Clearly, I should be able to manually select or enter any file that I choose for the engine to ignor during any type of scan.  This is what I want to learn to do correctly.  Again, I am not requesting that AVG bother to whitelist anything.  Isn't this what the Exceptions area is all about?

Thanks,
Mike

2

Please accept our apologies, Mike.

You can refer to this article to add the detected files to the AVG exception list.
Note: Please be informed that the whole detected file path has to be added to the exceptions & not just the detected file.
If you've already tried the troubleshooting steps provided in the above article & the issue still persists, we request you to submit the detected files for false-positive analysis.
Thank you for understanding in advance!

11

Dinesh,
Thanks for your comment.  Since I am only running the free version I can't complain.  However, your reply suggests that I should be able to exclude any file if I so choose.  As you  can see by my initial message it doesn't work.  I have included the file path exactly as AVG describes it as well as an attempt to use a wildcard for the entire folder.  No Joy.

Customer suggestion would be to include a button on the detection list by each suspected file to add that file to the exception list.  I understand why you don't but at least then I would know that I had it typed correctly.

I scoured the article that Midhun had suggested but it was suggesting what I had already done and I didn't find any troubleshooting steps.

Thanks all for your sincere support!
Mike

1

I have set up my AVG Exceptions to include:
          C:\Program Files\Sandboxie\SbieDrv.sys
          SVC: SbieDrv>C:\Program Files\Sandboxie\SbieDrv.sys
          C:\Program Files\Sandboxie\*
I have also set my Allowed Apps to include:
                C:\Program Files\Sandboxie\SbieCtrl.exe (allowed for ransomware)

However, when I run a scan I get the following Scan Results:
2 malware threats found
          Rootkit     C:\programfiles\Sandboxie\SbieDrv.sys
          Rootkit     SVC:SbieDrv>C:\ProgramFiles\Sandboxie\SbieDrv.sys

What am I doing wrong?  How can I get AVG to understand that any Sandboxie item should not be reported or, at least, reported as a found exception and not to be quarantined?

Thanks,
Mike

3

Dinesh,
Thanks for your comment.  Since I am only running the free version I can't complain.  However, your reply suggests that I should be able to exclude any file if I so choose.  As you  can see by my initial message it doesn't work.  I have included the file path exactly as AVG describes it as well as an attempt to use a wildcard for the entire folder.  No Joy.

Customer suggestion would be to include a button on the detection list by each suspected file to add that file to the exception list.  I understand why you don't but at least then I would know that I had it typed correctly.

I scoured the article that Midhun had suggested but it was suggesting what I had already done and I didn't find any troubleshooting steps.

Thanks all for your sincere support!
Mike

12

Hello Shawn,

The CyberCapture function was the culprit!  Thank you for your answer. When I unselected CyberCapture as you described it no longer "found" those files.  Not sure why it can't read my exceptions but…Oh, well…

Thank you so much, Mike

4

Greetings,

We're sorry for the inconvenience caused.
If you think that the detected files are safe to access, we request you to to submit them for false-positive analysis using this link.
Once you've submitted the false-positive report, our concerned team will examine the files and if found harmless, they'll white list it right away & send an email confirmation.
Thank you for understanding in advance!

5

Thanks for responding.  I must not have been clear.  While getting your team to Whitelist these files may be a solution, it is not what I was hoping to learn. 

There is an "Exceptions" page in the Settings tab of the General tab of the Menu.  Clearly, I should be able to manually select or enter any file that I choose for the engine to ignor during any type of scan.  This is what I want to learn to do correctly.  Again, I am not requesting that AVG bother to whitelist anything.  Isn't this what the Exceptions area is all about?

Thanks,
Mike

7

Please accept our sincere apologies, Mike.

We've escalated your concern to our higher level of support. They'll check & write back to you as soon as possible.
Meanwhile, your continued patience is very much appreciated. Thanks!

8

Thanks for the article Midhun.  I will review it.  

As you might note on my initial post I believe that I have included the whole detected file path as you suggested.  

Hopefully, the troubleshooting steps will prove to be effective.

Thanks,
Mike

6

Hello Mike. Thank you for taking the time to communicate with AVG. My name is Shawn and I am writing to you on behalf of the Senior Support team.

Your concern was escalated, which is why I am writing, and I will help troubleshoot the disruption you are experiencing.

I understand you have file(s) that you intend to exclude from your malware scan(s), however they are still being detected. I have a suspicion the detection(s) are associated to the CyberCapture component.

As a process of elimination, from within AVG settings: Select Detections > Unselect CyberCapture. If this proves to be the culprit, it is regrettably not possible to exclude file(s) from the CyberCapture, contingent that the feature is enabled.

Good luck. Let me know how this works for you. Regards, Shawn