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When some clients download and run

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Rob Barrett, User (Posts: 92)

Dec 11, 2020 3:45:25 pm EST

When trying to do either a "Remote Install" or the client downloads and runs the exe file from my website some of the anti-virus software picks it up as a possible threat and wants the customer to either quarantine it or allow it. Is there something you all can do or contact the anti-virus companies so that they can add the signature exemption into their definition file updates?

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Pauline, Support (Posts: 2825)

Dec 11, 2020 4:13:55 pm EST

Hello Rob,

Thank you for your message.

Unfortunately, our assistance with antivirus software related issues is very limited, as we do not have direct control over how Remote Utilities is treated by third-party security software. However, we submit false positive reports to antivirus software vendors on a regular basis.

In this case, we can only recommend the following solutions:
1. Add Remote Utilities installation folders to the antivirus software exception list as described here.
2. In addition, we highly recommend that you or your customer submit false positive reports as well as this usually helps to speed up the resolution process. This page provides links to submitting false-positive reports to the most common antivirus software vendors.

Hope that helps.

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