The OS crashing when cybercapture scans our installer

AVG Protection
4

Hello Avinash,
Thanks for your reply

We have this opensorce software that people download from our site. We can't tell the users to close avg or disable Cybercapture.
For us it's ok if our software starts on Cybercapture, but the problem is that windows crash (blue screen). With other antivirus sandbox the application works well.
If you need I can give you more technical information regarding the issue.

11

Hi Danilo,

Thank you for the detailed explanation.

I understand that the application is being captured in the Cybercapture and is resulting in a Windows Crash. To check the application I suggest you Upload the Application for Whitelisting here and our Concerned Team will look into it.

12

I sent the file six days ago, usually after how long they process the request.

Please it's very important, the our is a software remote control opensource, many users have this problem.

Thanks.

13

Hi,
There is possibility to know if the support has encountered the problem and works to solve it? The application changing frequently, I can not wait every time when it will be added to the whitelist.
I would not like to write on our site "close AVG antivirus before running the application".

Thanks.

10

Hello, Danilo.

Thank you for reaching us with your query. I would request you to follow the steps below to resolve the issue.

1. Open AVG Anti Virus/Internet Security.
2. Click on Menu -> Settings.
3. Click on General.
4. Under "Enable Cybecapture", select 'allow me to decide'.

If this does not help, please add your installer file to AVG Cybercapture exceptions as suggested in this article .

1

Hi,
When cybercapture scans the our custom Installer, the windows operating system crashing (blue screen). The our installer is 7zip auto extract, when operation finish automatically, starts another python 2.7 program (Windows Api ShellExecuteEx). The SO crashing (blue screen) on ShellExecuteEx, I think than problem is when executing pyhon 2.7 becouse I tested to start notepad.exe by ShellExecuteEx and OS don't crashing.

Thanks

2

Hi Danilo,

Thank you for the detailed explanation.

I understand that the application is being captured in the Cybercapture and is resulting in a Windows Crash. To check the application I suggest you Upload the Application for Whitelisting here and our Concerned Team will look into it.

3

Danilo, I appreciate your interest to provide more details on this matter.
I request you to submit the file again and mention the source code and technical details in the description window which will help our developers for analyzing the situation.
Please use the same email address for submitting the file that you used for AVG community.

5

I sent the file six days ago, usually after how long they process the request.

Please it's very important, the our is a software remote control opensource, many users have this problem.

Thanks.

6

Thanks, I uploaded the file.

How can I provide developers with more technical details and source code? It could help them understand the problem soon.

7

Danilo,

We have escalated your concern to our level 2 technical team and they will get back to you at the earliest via email to assist you further. Please keep checking your inbox and spam box as well.

8

Danilo,

Did you use the same email address as you used to contact us here to submit the sample file?

9

Hi,
There is possibility to know if the support has encountered the problem and works to solve it? The application changing frequently, I can not wait every time when it will be added to the whitelist.
I would not like to write on our site "close AVG antivirus before running the application".

Thanks.