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Kudos0

Lost Sales due to false positives.

Hi

I have Norton anti virus 2010. Just tried to download one of my software products from my site. Not to smooth a process.

Tried to run direct after the download...that had many norton dialogboxes coming up. Then tried File Save As.

The first popup this time around and Norton mentions its safe. Then a sonar alert pops up and causes problems.

This does not work very good from a sales perspective if my potential customers can`t even download my software.

Here`s the address Norton`s programmers can review my apps and give them a Norton seal of approval.

http://www.woodsolutions.com/products.htm

Replies

Kudos0

Re: Lost Sales due to false positives.

I just downloaded and installed your software.  I get no errors or warnings from Norton at all.  I will continue to test this and report more later.  Just wanted to keep you up to date.
Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Lost Sales due to false positives.

Hi

Ok I tried it again. Now its a bit different with the error messages. Norton mentions the files safe. Then a small

sonar dialog pops up. The install looks like its running. Then a new error message " Windows Cannot Access

C:\Users\..............Interent Files| ContentIE\ E3MIUwoF\Doorcut_Installer.exe.

I`ve downloaded other applications from other sharware sites and I get messages that the files maybe unsafe.

There must be a large number of viruses on many different servers that have downoadable software.

Forgot this: After the unsucessful install of my software. Once I get back to the desktop screen. Norton has

a new dialogbox indicating that due to a security risk windows must reboot.

Kudos0

Re: Lost Sales due to false positives.

Not sure whether your latest message means there is no problem but I just followed your link and Norton OK'd the website:


norton ratingSAFESite Owner? Click here
woodsolutions.com
SummaryNorton Safe Web found no issues with this site.Computer Threats: 0Identity Threats: 0Annoyance factors: 0    Total threats on this site: 0    Community Reviews: 0

and the file itself is OK

Hugh
Kudos1 Stats

Re: Lost Sales due to false positives.

Hi beebee

Do you have different servers or mirrors from where people can download your software? Perhaps it is your computer that is having a problem without downloading your own software? Have you tried running a scan with the free version of Malwarebytes to double check to see if your computer is indeed clean? Please try a scan with the free version of Malwarebytes. Thanks.

Download the free version, install and update then run a FULL scan. After the scan completes you should post the logs back to this thread using the add attachment right below the post button.

You can find Malwarebytes here

http://www.filehippo.com/download_malwarebytes_anti_malware/

It is a safer location to get the program from than malwarebytes themselves because the malware writers some times block the security programs' websites.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos2 Stats

Re: Lost Sales due to false positives.

Hi beebee

As we can see from the Quorum / File Insight statistics, your applications do not fall in the widely used category, and as such are under stricter scrutiny by the product security components.

Since you are a commercial software developer, I would highly recommend you authenticode sign your installers (EXE, MSI) and binary files (EXE, DLL).

If you obtain an Authenticode certificate, issued by a 3rd party that Symantec trusts, and you sign your files with this certificate, the Quorum technology will treat your files with less suspicion, even if this is the first instance of this file ever seen.

Regards

Pieter 

Kudos1 Stats

Re: Lost Sales due to false positives.

Also depends on yours system what has been cracked or keygened etc. due to your complaint here

http://community.norton.com/norton/board/message?board.id=nis_feedback&message.id=93737#M93737

Quads 

Kudos0

Re: Lost Sales due to false positives.

Hi

 Your very good at searches. That keygen was not for illegal purposes. It was a password generator to

provide my customers with a unlock code.

Your description of keygens in that email of yours didn`t apply to me.
Kudos0

Re: Lost Sales due to false positives.

My reply in the other thread did apply to you in terms of KeyGens etc. and Norton's detection as you wrote 


To me it seems Norton quarantines a file in some cases only it if has a name like KeyGen.
Quads
Kudos0

Re: Lost Sales due to false positives.

Hi

I guess since beebee didn't provide a log from malwarebytes, he probably has that malware on his computer.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Lost Sales due to false positives.

I haven`t made my way back to the office. When I do I`ll email the results to the forum.

Kudos0

Re: Lost Sales due to false positives.

Hi

Ran Norton anti virus and Malwarebytes no problems were reported. Attempted to install Doorct_Install.exe.

Norton reports the exe is safe.

The install process starts. Sonar dialogbox shows itself. It doesn`t ask me what I want to do. I assume its

interrupting the install process.

Then a screen pops up indicating a reboot is necessary due to a security risk. Then a message is shown that

windows cannot access C:\Users\Beebee\Doorcut_Installer.exe.Malwarebytes

Kudos0

Re: Lost Sales due to false positives.

Hi

Just downloaded and installed my older applcation that was programmed in Visual Basic 6.0. That worked fine.
The Doorcut applcation was done in Borland Delphi. I have no idea if these differences have any relationship to the current problem.
 If I was certain I was the only person having trouble I would not care. Since I can`t be standing beside my potential customers
PC watching the install process. I just wonder how many people don`t download because of similiar problems I`m experiencing.

I was looking at the Signing Certificates available....that`s a great way to make  money off developers. And its reasonably
priced per year LOL. Of course I could add to the price of the software to cover expenses...customers love higher prices.

Message Edited by beebee on 01-01-2010 11:06 AM

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