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False positive removal request [SOLVED by db 1682]

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  • False positive removal request [SOLVED by db 1682]

    To whom this may concern,

    It's been brought to our attention that our program folder (an empty folder that was created on Roaming AppData location) was categorized by your program Advanced SystemCare as a rogue. We think it is a false positive and therefore request that you either remove our program folder from this categorization or provide us with reasons/evidences of your previous decision.

    Follow is the ASCLog content:

    Advanced SystemCare Log
    ====================================
    Application Version: 10.5.0.870
    Database Version:
    Scan Mode: Manual
    x64 Bit:Yes
    Windows 7
    2017-08-18(16-08-41)
    ====================================
    [Spyware threats]: 1 Threats Detected
    ------Details------
    Deleted C:\Users\admin\AppData\Roaming\CompuClever\Program Management Console


    Thank you!

  • #2
    Hi HCH security,

    Welcome to our forum.

    To check whether it is a false positive, please take the steps as follows:

    1) Zip the suspicious file with password "infected", upload it to www.wikisend.com and then give us the download link

    2) Please download the tool from http://testdemo.iobit.com/InfoHelper.exe.
    Double click to run this tool on the PC with problem and click 'Save report'.
    After it finishes, you will get a pop up window to tell you where the report file IObit_Debug_Info.zip is saved. Click 'OK' button to open that saved folder.
    Send the zipped file to us so that we can get the detailed information to look into.
    Looking forward to hearing from you.





    IObit Support Team --
    If you're happy with our products, please tell your friends, families and colleagues about IObit and IObit products! We'd be very grateful!

    Comment


    • #3
      Hi Cicely,

      Thank you for your reply. This is an empty folder without any files, you can read it from your ASC LOG. We zipped this empty folder and tried to upload to wikisend website, but failed. It said:

      We are sorry, but the requested file doesn't exist or has expired and is no longer available.
      You can return to the download page and try again.

      We don’t understand why your program detects an empty user folder as Spyware threats. We have thoroughly tested this folder and are assured that it does NOT contain any virus or malware. Software security and safety is paramount to us and thus we took every effort available to ensure our software is free of any virus or malware. And our company CompuClever is a member company of AppEsteem, please refer to:

      https://customer.appesteem.com/vendors/COCLE

      Should you require more information regarding the software, our websites, or anything else, please let us know. We look forward to hearing from you.

      Comment


      • #4
        What's the next?

        Comment


        • #5
          Hi HCH security,

          Sorry for my late reply.

          Yes, it is a false positive and it has been been removed in database 1682.

          Sorry I did not post here asap.
          IObit Support Team --
          If you're happy with our products, please tell your friends, families and colleagues about IObit and IObit products! We'd be very grateful!

          Comment


          • #6
            Hi Cicely, thank you for your update.

            Comment


            • #7
              ?Hi Cicely, IObit Malware Fighter 5.4 detects our file and folder as Trojan and rogue file. Please see the screenshot for detail. We believe that your current detection is a false positive. We request that you remove the file and folder from your detection list.

              Comment

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