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Antivirus blocking installation



Antivirus blocking installation

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#1
windows version welkinsuite

snathpatil

    Posted 26 May 2017

    Hi,


    Today I was trying to install demo version on my workstation, however installation was interepated by my anti-virus software saying autoupdator.exe is a virus (Detected As:SAPE.Heur.C9E31). I cannot disable antivirus as workstation is connected to corporate network.

    I can still install my old beta version on TWS(0.30.7.4). Please let me know if there is any other way to install TWS on my machine.


    Thanks!



    6 replies to this topic

    #2

    vlgubanovich

      Posted 26 May 2017

      Hi snathpatil,

      Thank you for letting us know about the issue and please sorry for the inconvenience caused.

      We have contacted Symantec with a false-positive detection report as well as for whitelisting the application. Based on our previous communications with Symantec this might require a couple days for them to analyze the application and add updates to their database.

      Once we'll hear back from Symantec and re-check the information we will let you know.

      Thank you,

      Vladimir


      Vladimir Gubanovich
      Head of Product
       
      The Welkin Suite
      skype id: vladimir.gubanovich
      e-mail: vladimir.gubanovich@welkinsuite.com


      #3

      snathpatil

        Posted 26 May 2017

        Thanks Vladimir. I had submitted false positive report for setup file and I received response from Symantec as follows :

        Upon further analysis and investigation we have verified your submission and, as such, the detection(s) for the following file(s) will be removed from our products:
            File name: TheWelkinSuiteSetup-Bloom.exe
            MD5: 0938b170430f8158a05cd7caaef6cd69
            SHA256: 06829ae88176faae24476e22136bd8490364b8df6403750a663115ef22c93ee7


        However issue is with WelkinSuite.AutoUpdator.exe.  This file is getting identified as malware and I was not able to mention this exe in the report as it asks you for path of exe file online. 

        I hope your report resolves issue soon with updator exe as well, since my trial version countdown of TWS is already began. smile

        Thanks!




        #4

        vlgubanovich

          Posted 26 May 2017

          Hi snathpatil,


          Thank you for communicating Symantec as well :)

          They've just replied that the application is whitelisted, so we'll wait when this will be included into the definitions update and will recheck if all's correct. In case if there would be any false detections of the AutoUpdater we'll keep communicating with them.

          Regarding the trial countdown - we completely understand this situation, thus once we confirm the issue is resolved and you can install TWS we'll extend your trial approproately so you'll be able to try it out in full!


          Thank you,

          Vladimir


          Vladimir Gubanovich
          Head of Product
           
          The Welkin Suite
          skype id: vladimir.gubanovich
          e-mail: vladimir.gubanovich@welkinsuite.com


          #5

          vlgubanovich

            Posted 29 May 2017

            Hi snathpatil,

            Right now Norton has added our installer to the whitelist and installation succeeds, however we have filed another request to them to whitelist our Auto-Updater service as it is being deleted by the Antivirus.

            In your case you can install TWS now (after updating antivirus definitions), however you'll have to reinstall it in a couple days once auto-updater will be as well whitelisted.


            Thank you,

            Vladimir


            Vladimir Gubanovich
            Head of Product
             
            The Welkin Suite
            skype id: vladimir.gubanovich
            e-mail: vladimir.gubanovich@welkinsuite.com


            #6

            vlgubanovich

              Posted 30 May 2017

              Hi snathpatil,

              We've confirmed that everything is ok now and The Welkin Suite is analyzed and whitelisted by the Norton. Please ensure that your antivirus definitions are up-to-date and you can install The Welkin Suite.

              Please let us know if all is good, so we will be able to extend your trial.

              Thank you,

              Vladimir


              Vladimir Gubanovich
              Head of Product
               
              The Welkin Suite
              skype id: vladimir.gubanovich
              e-mail: vladimir.gubanovich@welkinsuite.com


              #7

              kate.dulko

                Posted 01 Jun 2017

                Hi Snathpatil,


                I'm writing to inform you that we have extended your trial for 7 days, so you can enjoy exploring useful and helpful features for your Salesforce development.

                Also, you can use TWS Documentation and the Getting Started option to get information about all the abilities of the IDE.


                If you would have any questions, please contact us. We will be happy to assist.


                Regards,

                Kate


                Kate Dulko
                Customer Relations

                The Welkin Suite

                twitter: @KateDulko
                skype id: d_katerina
                e-mail: kate.dulko@welkinsuite.com

                 

                  





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