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Why does my anti-virus program tell me there is a virus in your Windows software?

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Some anti-virus packages (like AntiVir, Avira, McAffee etc.) flag the GS-911 software as containing a virus or trojan. Contrary to what we all would like to believe, anti-virus software is never perfect and it must be understood that they all use best-effort methods to detect malicious software. A few of these anti-virus packages are designed to be over-eager and have a higher chance of false positive detections, which is very likely the case for warnings about GS-911 software that you download directly from our web site. This often happens to smaller vendors like us who produce specialist software that are not used by millions of people. The manufacturers of these anti-virus packages usually have a form on their web site where you can submit false positive detections for analysis. Unfortunately, there are so many different anti-virus vendors these days that it is impossible for us to submit our software to all of them for every new update we release. But you can help!

It is always good to be cautious when seeing such warnings from your anti-virus software, but fortunately there are some tools and techniques available to help you feel confident that our software is safe to use:

Download source

Firstly, please always ensure that you download the GS-911 software tools only from our web site. We do not support GS-911 software that are downloaded from any other source, except for certain cases where we provide temporary downloads to resolve customer helpdesk tickets.

Digital signatures

We sign all our Windows executable files so that Windows can verify that nothing has tampered with the file. To check the signature, right-click the file in Windows Explorer and select Properties. Look on the Digital Signatures panel and double-click the HEX Microsystems entry if it exists. If Windows indicates that the digital signatures on our installer and application executable are valid (ie. signed by "HEX Microsystems (Pty) Ltd") then it is safe to use.

On-line virus scanners

In the modern age where everything is available on-line, you will easily find virus scanning web sites that can scan a single file with many different anti-virus packages. You can upload our software to these scanners for analysis and confirm that the popular anti-virus packages recognise our software as virus-free. One popular scanner is VirusTotal, and you can see results of recent scans for the GS-911 software and utilities from these links:

NameResults
GS-911 Windows PC application V1612.8 VirusTotal analysis
GS-911 Downloader V1608.1 VirusTotal analysis
GS-911wifi Utility for Windows V1608.2 VirusTotal analysis

 

More details

We've been doing our best to contact the AV providers, and submitting our application for analysis - thus far the only one that we have received an official response from has been Avira:

Dear Sir or Madam,

Thank you for your email to Avira's virus lab.
Tracking number: INC00473516.

A listing of files alongside their results can be found below:
File ID      Filename     Size (Byte)     Result
25629142      GS-911.exe      3.61 MB      FALSE POSITIVE

Please find a detailed report concerning each individual sample below:
 Filename     Result
 GS-911.exe      FALSE POSITIVE

The file 'GS-911.exe' has been determined to be 'FALSE POSITIVE'. In particular this means that this file is not malicious but a false alarm. Detection will be removed from our virus definition file (VDF) with one of the next updates.

We ask that you as customer take this up with your AV provider... this is the only way they can improve their signatures and algorithms...  We would love to do this for you, but unfortunately we can't... if you read the dialog below... you'll understand...

> Thank you for contacting McAfee Consumer Support. How can I help you?

Customer: Hi - I would like to know where do I report an incorrect virus detection (false positive)

Divya: Hi Kobus, this is Divya from McAfee Technical Support and I would be assisting you today.

Divya: Kobus, to confirm, you need help to submit a sample to our research team. Is that correct?

Customer: correct

Divya: Not to worry, we will leverage all our resources to resolve this issue because your concern is our concern.

Divya: Kobus, for verification purpose, may I have your home telephone number with area code first?

Customer: +27<removed for publishing>

Divya: May I know if you are contacting from the same computer, which has an issue?

Customer: No, this is not the same computer

Divya: May I know the Operating System of the computer which has the issue?

Customer: Windows

Customer: 3/28/2010 5:30:07 AM Engine version =5400.1158

                 3/28/2010 5:30:07 AM AntiVirus   DAT version =5931.0000

                 3/28/2010 5:30:07 AM Number of detection signatures in EXTRA.DAT =None

                 3/28/2010 5:30:07 AM Names of detection signatures in EXTRA.DAT  =None

                 3/28/2010 5:30:01 AM Scan Started CNSCHAM3019355\SYSTEM (managed) VirusScan 8.5 On Demand Scan(Full) - Workstation

                 3/28/2010 6:41:56 AM Deleted  SYSTEM c:\ProgramFiles\GS-911\GS-911.exe Artemis!722AFE1A00C3(Trojan)

Customer: FYI

Divya: May I know your e-mail address which is used to register with McAfee?

Customer: I am not a McAffee client - this is on one of our customer's PC's. We are an ISV.

Divya: May I have the e-mail address of your customer which is registered with McAfee account?

Customer: <removed to protect customer>@gmail.com (I am not sure whether this was used for mcaffee registration)

Divya: I am sorry, Kobus. I found no valid McAfee record for you. In order to assist you, we need a valid proof for your McAfee account. So could you please give me your alternate e-mail address?

Customer: Please read my response - I stated clearly that I am not a McAfee client. How is this relevant to submitting a sample?

Divya: I am really sorry, Kobus. In order to submit a sample, you need a valid McAfee account.

Customer: May I please speak to your supervisor.

...

There are many other excellent, free (for personal use) and commercial Anti-Virus programs.