Antivirus reports malware in a SoftPerfect product
Why it happens:
From time to time, we receive messages from our concerned users saying that their antivirus found a malware in one of our products. This is a common issue, and it is called a false positive. For various reasons, some security products may occasionally or permanently report a file as malicious, even though the file is clean and safe. For example:
- A component of NetWorx may be flagged as NetFilter. This is a third-party network driver used for filtering out local traffic, which unfortunately has also been misused in malware, thus resulting in being treated as suspicious by some virus scanners. If you are concerned about this detection, you can use the portable version of NetWorx: it doesn't have the traffic-filtering driver.
- Any new product or a new version of an existing product may be flagged as WS.Reputation.1 or Suspicious.Cloud.9. This means the file has not been installed on many computers yet, simply because it's new.
What we do:
- We do not bundle any viruses or malware with our products.
- We sign every file with our digital signature. Check the Digital Signature tab in the file properties: if you downloaded the file from our website and it carries our digital signature, it is safe to use.
- We work with antivirus vendors and they promptly white-list our products whenever we report a false positive.
Unfortunately, some virus scanners are very prone to false positives, while other have poor customer support and repeatedly ignore requests to fix their false positive detections; for example Cylance, MaxSecure, NANO-Antivirus, SecureAge, Sophos and Tencent.
What you can do:
- Contact the vendor of your antivirus software. Send them the flagged file, ask to analyse it more closely and remove the false positive alert.
- Scan the flagged file with VirusTotal — a comprehensive on-line virus scanner. VirusTotal aggregates scanners from over 50 different computer security companies, which gives you a more comprehensive report than a single scanner. Apart from a few false positive detections, the vast majority of reputable antiviruses should report any safe file as clean.
- Remember the most important safety rule: always download our products directly from our site. This is the only way to guarantee that the software has not been tampered with.
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Article ID: 13
Category: General product questions
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