Getting assistance in resolving a AVG False Positives

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10

@ Jim Sharp
Jim, Please comply with the very 1st posting.
AVG Guru

11

Hi Wes,

We have AVG Whitelisting Service (http://www.avg.com/ww-en/whitelist) for software manufacurers.

Thanks

14

I am using AVG as my primary live scan, but I also use Lavasoft's Ad-aware as a non-live backup/double check.  For the last three days, AVG has been reporting a Zperm virus infection once a day.  It also has flagged Zperm twice when I have started an Ad-Aware scan.  It is pointing at Lavasoft's AdawareService.exe as the source of the virus.  I assume this is a false positive. I delete it when it is flagged, but it keeps coming back.

9

Hi Wes,

I am afraight it is only way.

Thanks

13

Hi Alan

Thanks for your continued assistance. I avoided posting on that particular forum because of the read only message. I also didn't want to cross-post. If you feel this would not be the case I'll proceed.

Otherwise it sounds like there is no way to get an update regardless to how long the request has been sitting. I realize they have quite a lot to process and timezone restrictions. I neglected the key peice of info that the requests were submitted more than a month ago. There should have been some sort of update made at this point. With a lack of any additional response it results in the end user submiting the request again doubling the existing workload.

1

Hello All,

I've submitted multiple false positive requests but have not heard a response to date. All the required steps were followed. This false positive is directly impacting a variety of applications we offer resulting in serious harm to our business.  I don't have a case ID or other details since nothing is provided outside of the canned reply that it's being researched.

In short our applications are incorrectly flagged as malicious malware named Downloader.AUX This product is downloaded and installed with a users full consent. At time of install it is clearly disclosed, to the user, that the application is ad-supported. It does not share or obtain any personal data beyond cookies required to deliver ads. It provides a standard method to easily uninstall through the Windows Add/Remove programs option.

Can someone from AVG please assist?


Thank you,

Wes

3

Wes, Basically the extract info in this link (http://forums.avg.com/ww-en/avg-forums?sec=thread&act=show&id=371" target="_blank) from the soon to be 'read only' forum will still apply. Extract info…
If the answer is known then someone will reply to you after reading your post. Please be patient as AVG employees are available in CET working hours and you may not get an answer immediately. If you ask a question that no-one has an answer to, then you may have to wait for a response or solution, please be patient you aren't being ignored it is simply useless to post anything if there is no answer yet.

4

Hello Alan,

I've already followed all the required steps as outlined in that document. Some of the requests I've submitted have been sitting for a month with no action. That's why I posted here to try to see if I can get some additional help outside of the automation.


Thanks
Wes

12

Hi Wes,

I transfered provided data to Virus Lab you should receive their statement soon.

Thanks

2

Wes, I was only quoting from the soon to be 'read only' forum for info… There's now no point in posting there since the AVG support experts are now concentrating on the Community. Furthermore it's now the weekend so this will apply (http://forums.avg.com/ww-en/avg-forums?sec=thread&act=show&id=190509).

6

Hi Wes,

I am afraight it is only way.

Thanks

5

I am using AVG as my primary live scan, but I also use Lavasoft's Ad-aware as a non-live backup/double check.  For the last three days, AVG has been reporting a Zperm virus infection once a day.  It also has flagged Zperm twice when I have started an Ad-Aware scan.  It is pointing at Lavasoft's AdawareService.exe as the source of the virus.  I assume this is a false positive. I delete it when it is flagged, but it keeps coming back.

8

Hi Wes,

I transfered provided data to Virus Lab you should receive their statement soon.

Thanks

7

Hi Alan

Thanks for your continued assistance. I avoided posting on that particular forum because of the read only message. I also didn't want to cross-post. If you feel this would not be the case I'll proceed.

Otherwise it sounds like there is no way to get an update regardless to how long the request has been sitting. I realize they have quite a lot to process and timezone restrictions. I neglected the key peice of info that the requests were submitted more than a month ago. There should have been some sort of update made at this point. With a lack of any additional response it results in the end user submiting the request again doubling the existing workload.