False positives causing costly delays to business
I just installed Avid Fast track Duo on my computer bundled with a rather expensive hardware package . Now Ad Aware pro closes the program and sets it as Malware. I'm frustrated beyond belief!. What do I have to do to get a program working when my antivirus flags a paid-for program as Malware?
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After installing a very difficult to use program installer with a very tough anti-piracy locker, I now find my Ad Aware Pro security flags the program as malware and locks it out of my computer. 3 days of hard work later, I find I'm back at square one with no usable Music editing program. Is there any way of resetting Ad Aware to allow me to get on with my work?
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Hi Pedrotheswift,
While waiting for Lavasoft to change the definitions, you can add the program folder to the Exclusion list of Ad-Aware.
The online manual is here: http://userguide.lavasoft.com/ad-aware11/Public/Default.aspx
and then you select (in the left column):
Using Ad-Aware - Scanning System - Creating Exclusion List
When you have done that you can restore any objects that have been moved to the quarantine.
The manual - Using Ad-Aware - Scanning System - Quarantined Items
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Hi Pedrotheswift,
Please follow the guide http://www.lavasoftsupport.com/index.php?/topic/18033-guide-for-posting-false-positives/ to give Lavasoft the information they need to investigate and change definitions.
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Two topics have been merged and there has been a PM conversation as well.
This is the information from the PM:s:I recently installed a music editing program called Pro Tools Express. It was a very complicated install due to the use of a anti-piracy security program called Pace ilok. When I finally got the program installed so it would load, I received a popup notification at the bottom right of my screen informing me " Ad Aware has blocked a malware program located at C:\users\Pro tools express.exe. At this point the program closed and it continues to do so each time I try to open Pro Tools. I need to know how to remove Pro tools from the Ad Aware hit list so it can operate on my computer. I'm sure the program is not malware. It is a program I paid for in a bundle situation from Avid Fast Track Duo Hardware.
My reply:
All antivirus programs sometimes have false positives, that is they react on files that aren't malicious.
By adding the folder of Pro Tools (and maybe other folders and files used by the program) to the exclusion list in Ad-Aware, Ad-Aware should ignore the files. I tried to explain how to do this in one of your topics.
By giving log files of Ad-Aware and the file that Ad-Aware thinks is malicious (in this case C:\users\Pro tools express.exe) to Lavasoft, they can change the signatures/definitions of Ad-Aware and then Ad-Aware wouldn't react on the file. I gave you a link of how to do this in the other topic.
P:
I've tried all the suggestions I've had so far and I'm having no success in any of them. I looked in Ad Aware Scan Computer list and found no detections. I then looked in Real Time Protection, Clicked on View details and found several instances of " Infected Process detected" When I double click on those I get this detail, "process of C:\program files\pro tools Express.exe was detected by active virus control as infected. Kill Process action was applied." I then went to Scan Computer and clicked on "manage exclusions". I added C:\program files(x86)\Avid\Pro Tools.exe to exclusions list. and rebooted the computer. I opened Pro tools and it worked .............. once . After turning off the computer for the night and restarting it in the morning, I again tried to start the program and it failed to start. I again went through all the above processes and it still won't work .I've tried to contact the Avid technology company and I'm awaiting a reply from their tech support people.
My reply:
Please, provide the information Lavasoft need to investigate the false positive: http://www.lavasoftsupport.com/index.php?/topic/34648-false-positives-causing-costly-delays-to-business/#entry150926
Please note the difference betweenC:\program files\pro tools Express.exe
and
C:\program files(x86)\Avid\Pro Tools.exe.
You wrote that Ad-Aware mentioned the first one in the message but you added the second one to the exclusion list, but maybe that was only a spelling error.
I think it's better to add all folders of the program to the exclusion list instead of separate files.
P:
I can't actually remember whether I used the (x86) extension at each or any of my attempts to get it added to the exclusion list but I do know I tried both at least once each.
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Please, check carefully in Windows Explorer which folders that the program has created.
But it's easier if you give Lavasoft the information they need to change the definitions of Ad-Aware.
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