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Teramind network monitoring blocked by Lavasoft

Customer

Hello,




Teramind is an endpoint monitoring and data theft prevention platform. We allow managers to monitor their employees as well as implement policy to block certain types of e-mails from being sent, files from being copied to removable media or cloud drives, and much more.




This is Teramind installer download link https://www.teramind.co/d/1403a1




Recently customers having Lavasoft Ad-Aware Free Antivirus+11 installed have been complaining that Lavasoft has been blocking its operation (email monitoring, web-sites monitoring). Probably, our network traffic monitoring mechanism is blocked by Lavasoft. Though, scanning with Lavasoft Ad-Aware Free Antivirus+11 has not detected our files as potentially dangerous (report is attached).




Please, fix the network monitoring blocking, described above.




All our files and drivers are signed with a DigiCert extended-validation certificates. Ideally, we'd like our certificates to be white-listed. Please let me know if there's any other information I can provide from my end.


Ad-Aware_Report_Full_Manual_2016-04-01T16-11-32.358487.rar

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Commentaires

7 commentaires

Date Votes
  • Customer

    Hello,

     

    We are sorry to hear that Ad-Aware Antivirus program caused problems for your customers.

     

    Could you please provide us with more details to better assist us in reproducing the problem? It seems that installer that you provided installs hidden agent and there is no program or any application that can be checked.

     

    How can we see that Ad-Aware blocks your program?

     

    Provide us please with more details and steps. As soon as we can reproduce it, we would be able to work on the solution to fix this.

     

    Regards,

    Anna

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  • Customer

    Hello,

     

    Please, take a look at two screenshots: with_lavasoft.png and without_lavasoft.png

     

    Lavasoft does not let our hidden agent to inject SSL certificate to decrypt SSL traffic.

     

    I suppose, if you try to install agent by link above you will see the same picture.

     

    Please let me know if there's any other information I can provide from my end.

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  • Customer

    Hello,

     

    Thank you for the information provided. Unfortunately, I couldn't reproduce the problem.

     

    I can see that you have a different link. If I go just to google.ru I cannot reproduce. Can you send me please the full link where you could reproduce a problem?

     

    Thank you,

    Anna

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  • Customer

    I can see the same information on machine without Ad-Aaware or teramind, only with teramind or with both.

     

    Here is what I can see on machine only with teramind installed: http://prntscr.com/ao3n7e

     

    Could you please give more details about expected behavior?

     

    Tell please also OS, where you have a problem. Maybe it's OS specific problem.

     

    Thank you,

    Anna

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  • Customer

    Hello Anna,

     

    Thank you for your response.

     

    Actually, I never saw online the agent, you have installed. Monitoring functions (including ssl monitoring and certificate injection) start working when agent goes online. Probably, you are using proxy for internet connection. Our product needs direct connection to internet.

     

    Could you please check on machine with direct connection to internet?

     

    As for OS versions. We have double-checked and found that problem is not reproduced on windows 8 and windows 7 x86. It is reproduced only on windows 7 x64.

     

    Looking forward for your response.

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  • Customer

    Thank you for your answer and details.

     

    There is no proxy on machines where we test, Ad-Aware doesn't work with proxy as well.

     

    I tried this problem on win 7 64, still the same. Unfortunately, I cannot reproduce.

     

    I can propose you remote connection. We will connect to the system with a problem and try to investigate it. You will be able to see everything that we are doing.

     

    Also, could you please tell what product version do you have activated (Free, Personal, Pro, Total)? And what settings do you have? Did you change default settings for Network Protection or Web Protection?

     

    Regards

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  • Customer

    I sent you a private message to arrange remote connection. Please look

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