Reporting a False Positive

Viruses & Threats
6

Hello Stuart,

We're glad to help you with this.
We've sent this email with further instructions. Please check your inbox/spam folders for the email and use it to revert to us.

1

Hello

The latest build of my software is being flagged as having a Win32:MdeClass Ransomware/Trojan infected in it. Previous builds of the software have been fine.

I ran the file through a VirusTotal and AVG is the only scanner that is reporting the issue, which i believe to be a false positive.

VirusTotal

I have tried to file a false positive report with you but as the file is larger than 50mb i can't submit it. Please advise how i can get this file white listed?

Thanks
Stuart

2

We are sorry to hear this, Stuart.

Please accept our apologies for the inconvenience caused.

We request you to upload the file in the FTP server.

Refer the following article for Uploading the files https://support.avg.com/SupportArticleView?urlname=AVG-FTP-file-upload

Let us know, if you need further help.

3

Hello Stuart,

We're glad to help you with this.
We've sent this email with further instructions. Please check your inbox/spam folders for the email and use it to revert to us.

4

Hi Midhun, 

Thanks for your reply. I connected up to your support team this morning and they were not able to help me. They wanted to whitelist the file on my PC. The issue is not with my PC it is with my customers PCs.

I have around 500-600 people who use our software, and i do not want to have every one of those customers who are using AVG to have to contact you to get it white listed on their PC. 

I understand there is a global whitelist that i can submit a file to, however the upload limit is 50mb, which is not big enough for my applications installer package.

Please advise how i can upload the file to you so that it can be whitelisted globally.

Thank you
Stuart

5

Hi Santhosh, 

Thank you for your help.

I have taken a look at the guide and it states i need to register for the whitelisting program, which will provide me with an account to upload the files to your FTP server.

When i click on the registration link it asks me to enter my email and upload a file with the same file size restriction.

Can you advise how i can register so that i can get the credentials for the FTP?

Thank you