Exceptions bug

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  • Problem
  • Updated 2 weeks ago
  • (Edited)
Hello,
I wrote also to the Official support but, like all the others Brands, if you say white they answer for black

I bought the Antivirus+ version when it was the 12 one, and everytime I got access to some files in my archive HDD, the Antivirus delete them from the HDD and put them in Quarantine.

Restoring those files from Quarantine (I had them since years and I know they are 100% safe) the software make automatically an entry in the Exceptions. This is a good behaviour, what was not good at all was that if after one hour I try to got access again to one or more of those files, the Antivirus DELETE it/them and put it/them back, AGAIN, in the Quarantine
This very boring bug (because it is can not be anything else) I supposed was gone after the upgrade to the latest Antivirus+ version (now my one is the 15.0.1212), INSTEAD NO, THIS BUG IS STILL PRESENT also in this version

The trouble is not my files detected as false positives, the real trouble is that an exception MUST BE DEFINITIVE, not just for a while!!!!!!!!!

Another bug: if I manually set, in the Exceptions, a folder containing many subfolfers, the stuff inside those subfolders will be detected!!!!

Is there a way to have a working Software Exceptions without force myself to disable, EVERYTIME, the Antivirus Real Time protection????

Thanks in advance

My System:
Win 10 Pro x64 (1803)
MoBo ASUS Prime Z270-A
CPU INTEL i5-7600K
RAM 16Gb RAM GSKILL TRIDENT X DDR4 @ 3600 MHz
VGA GIGABYTE AORUS GTX1080 8Gb
Storage: SSD SAMSUNG 960 EVO M.2 256Gb + 3 HDDs x 15,2 Tb

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SuperMatico

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Posted 2 weeks ago

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TM_Mac, Official Rep

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Hello az.tunac

Sorry to hear that. Can you tell us what are the exact files that you were trying to add in the exception lists? A screenshot of the exception lists with the added files on it will be helpful to isolate the issue if you can provide one. A screenshot of the detection and the security logs showing those detections will be great too. This will help us in further checking the issue. 


Regards, 
Mac
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SuperMatico

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Hello and thanks for the answer.
For my privacy I can't say more than 'exe and dll files'
For last, if I set the app to ignore something, it does NOT MUST depend on the file type, IT MUST ignore it and end of the story (any other antivirus software, except Avira, has a working exception list)
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Tom Emmelot, Champion

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Hi TM_Mac, Official Rep

Did some testing, and came to a strange behavior, maybe someone can explain.
Look here, i must put it twice (after starting it) in the list of wanted files but after that i look in the list and see 1 time with caps letter and 1 time with normal letters!!

After that , both of them are there i can run mspass.exe without a problem,
So it is really a bug!!
Because you must do the same thing twice to get a result!

Kind regards,
Tom

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SuperMatico

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Yes, the only 'lucky' side is that you have to do it just twice, seems that you have to convince the software about your decision...
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TM_Mac, Official Rep

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Hello SuperMatico

Would it be okay if we will escalate the case to our Senior Engineer for them to remotely access your computer and check on this issue? 


Regards, 
Mac
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Tom Emmelot, Champion

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Hi TM_Mac, Official Rep

Always, no problem but you can see it in my upload and SuperMatico has the same behavior.
Here from you or from the Senior Engineer.

Kind regards,
Tom

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SuperMatico

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By my side absolutely not. For me an Exclusion list must work whatever the file is listed. It is NOT a behaviour linked with one PC, it is a NOT working program feature, that's all
I bought the Antivirus+ version per three PC and this trouble is present in all three PC!!

So, if I say that a car have a missing wheel and you must drive carefully, you can not ask me that you want to check my feet on tha accelerator!!!!!!

Normally in the dedicate forum you find people a lot more smart than the official support one, but I see that here is the only exception working
(Edited)
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TM_Pat, Official Rep

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Hi SuperMatico,

We'll endorse this case to one of our Senior Engineers. We've sent you an email for more details.

Regards,
Pat