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AVG forum: AVG false positive

by: AditSoft April 15, 2012 11:00 AM PDT

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AVG false positive

by AditSoft - 4/15/12 11:00 AM

Hello,

We are developers of DVD Chief and we had some customers complain about AVG detecting Win32/Heur in our software which is complete nonsense.

AVG seems to be only virus scanner that is doing this at the moment. I tried contacting AVG via email also and no replies at all in more then a week.

Now for the software:
http://dvdchief.com/download/dvdchief.exe

Please check for yourself and please remove this false positive ASAP. Thank you in advance.


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Re: AVG False Positive

by Ondrej_AVG - 4/15/12 11:33 PM

In Reply to: AVG false positive by AditSoft

Hello AditSoft,

Please be informed the detected sample has been passed to our virus specialists for closer analysis.

Can you please be more specific, how did you try to contact AVG? Did you send the sample to virus@avg.com? Or did you receive some auto-response with ID? (AVG#...)

Thank you


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Re: AVG False Positive

by Ondrej_AVG - 4/15/12 11:44 PM

In Reply to: Re: AVG False Positive by Ondrej_AVG

Hello AditSoft,

According to our virus specialists the detection is incorrect and the false positive will be fixed in next virus database update.

Please accept our apologies for any inconveniences caused by this issue.

Thank you


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Re: AVG False Positive

by AditSoft - 4/16/12 10:49 AM

In Reply to: Re: AVG False Positive by Ondrej_AVG

I send a information to virus@avg.com and did not receive any response.


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Re: Re: AVG False Positive

by Ondrej_AVG - 4/16/12 11:06 PM

In Reply to: Re: AVG False Positive by AditSoft

Hello AditSoft,

Please be informed I re-checked the file you provided us before and it is already not detected by AVG with latest virus database.

I searched our mail system for any email mentioning win32/heur or dvdchief, but nothing found. To check possible issue with our infrastructure, will be possible to provide me with the message itself (saved as .msg) or at least text and used email address? Just open my CNET profile and send me the information directly.

Thank you


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Re: Re: AVG False Positive

by AditSoft - 7/29/12 10:05 AM

In Reply to: Re: Re: AVG False Positive by Ondrej_AVG

It is again, the AVG find Win32/Heur in our latest version. The software can be found here: http://dvdchief.com/download/dvdchief.exe

The virtus total report you can find here:
https://www.virustotal.com/file/072b0805cb691deaba76815178a94f5a8319addd035bf4303844fea529c7eb95/analysis/

Waiting for your response and if possible do you have some recommendations to avoid such cases in the future.


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Re: AVG False Positive

by JiriF_AVG AVG staff - 7/30/12 12:39 AM

In Reply to: Re: Re: AVG False Positive by AditSoft

Hi AditSoft,

Please send any falsely detected files to virus@avg.com as described in this post. To prevent a message to be stripped of the falsely detected attachment, make sure to put it into a password-protected archive. Our virus specialists will remove the file from detection if confirmed to be harmless. This forum is not monitored 24/7 by AVG employees but the abovementioned mailbox is.
In this case, I've induced the detection and forwarded it to our virus analysts already. We'll post more information in this thread as soon as available.

I recommend taking a look at the AVG white-listing service for software vendors to prevent similar false alarms in future. Please find more information about the service here.

We are sorry for the inconvenience.


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Re: Re: AVG False Positive

by JiriF_AVG AVG staff - 7/30/12 1:43 AM

In Reply to: Re: AVG False Positive by JiriF_AVG AVG staff

Hi AditSoft,

please be informed the detection is confirmed to be incorrect and will be removed with the upcoming AVG update.

Once again, please accept our apology for any inconvenience this may have caused to you.


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