Thanks for your answer Dinesh.
In fact, AVG support team already contacted me and they have included our software inside the whitelist, so the issue looks like it is solved.
Hi Carmelo,
We're glad to help you with the info.
We appreciate your efforts in submitting a false positive request.
However, as we're uncertain about the exact message that users receive, would you be so kind to share us the screenshot of it for better clarity?
Meanwhile, we can try adding the file to exclusion, which isn't recommended.
Once you submit a false positive request, a group of analysts will review the file & whitelist it, if it is found safe or goes through clean notes of AVG.
Currently, we're uncertain about the exact time around for this process.
Hello,
We are having some difficulties with AVG after the deployment of one piece of software located in our servers.
That software is an ".exe" file generated by Inno Setup. After our customers download the executable file and they try to install it they receive form AVG the error "ShellExecuteEx error 299".
I have already uploaded the executable file here "https://www.avg.com/en-us/false-positive-file-form" but I would like to know if ther is anything else I can do in the meantime in the PC's of our customer to make it work.
Besides, do I need to provide you the executable file by other means?
How much time you think it will take to receive an answer from your side? This is quite impacting to us.
Thanks very much in advance for your answers!
Hi Carmelo,
We're glad to help you with the info.
We appreciate your efforts in submitting a false positive request.
However, as we're uncertain about the exact message that users receive, would you be so kind to share us the screenshot of it for better clarity?
Meanwhile, we can try adding the file to exclusion, which isn't recommended.
Once you submit a false positive request, a group of analysts will review the file & whitelist it, if it is found safe or goes through clean notes of AVG.
Currently, we're uncertain about the exact time around for this process.
We're glad to help you with the info.
We appreciate your efforts in submitting a false positive request.
However, as we're uncertain about the exact message that users receive, would you be so kind to share us the screenshot of it for better clarity?
Meanwhile, we can try adding the file to exclusion, which isn't recommended.
Once you submit a false positive request, a group of analysts will review the file & whitelist it, if it is found safe or goes through clean notes of AVG.
Currently, we're uncertain about the exact time around for this process.
Thanks for your answer Dinesh.
In fact, AVG support team already contacted me and they have included our software inside the whitelist, so the issue looks like it is solved.
Thank you for updating the status, Carmelo.
Feel free to contact us if you need any help.