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Knowledge Base support case for AllWebMenus, abstracted and stripped of all user’s private info.

Initial Email From: Stuart
Initial Email Subject: Update program
Support Case Month: September 2012

I am trying to update my AllTheWebMenus 5 PRO, but for the first time ever Trend Micro is stopping and deleting the downloaded program before it can install. Is there anyway that the update could have been hacked and corrupted? Or is it a case of Trend being to cautious? Should I just close Trend until installed. This has never been a problem before.

Thanks, Stuart

Reply From: Likno Customer Support

Dear Stuart,

If you downloaded the update from our site, then this is definitely a false-positive.

We test our installers with several antivirus applications before uploading them to our servers and we even submit them to some antivirus companies (such as Symantec) for further validation.

Although this is pretty rare, we did have cases in the past were some antivirus products mistakenly produced an alert for our products, usually due to the anti-crack protection that we use and they confuse with malicious code.

You can also see the scan of our latest update with VirusTotal which scans with the most popular antivirus engines:

https://www.virustotal.com/file/03f16982d13560cc1b2f349017998db3a5d221ff8c4ccd77807db45b56b6e560
/analysis/

The solution for this is to add AllWebMenus to the white-list of Trend Micro, or temporarily disable it during the AllWebMenus installation.

Regards,
Kostas
Likno Customer Support
www.likno.com
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Reply From: Stuart

Thanks

I disabled Trend to install it.  I think it is something in the new Trend 2013 version.
Anyway, it is now installed.

Thanks
Stuart

Reply From: Likno Customer Support

Dear Stuart,

Thank you for your feedback. We will contact “Trend Micro” to see if this can be corrected on their side by adding a rule in their database.

Let me know if you run into any more problems.

Regards,
Kostas
Likno Customer Support
www.likno.com
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Knowledge Base support case for AllWebMenus, abstracted and stripped of all user’s private info.

Initial Email From: Mike
Initial Email Subject: W32.Malware.Gen
Support Case Month: September 2012

Webroot SecureAnywhere is identifying w32.malware.gen in

c:\\users\\mike\\appdata\\local\\microsoft\\windows\\temporary internet files\\content.ie5\\11p2l6x8\\allwebmenussetup.exe

after I did an update
Suggestions?
Thanks
Mike

Reply From: Likno Customer Support

Dear Mike,

If you downloaded the update from our site, then this is definitely a false-positive.

We test our installers with several antivirus applications before uploading them to our servers and we even submit them to some antivirus companies (such as Symantec) for further validation.

Although this is pretty rare, we did have cases in the past were some antivirus products mistakenly produced an alert for our products, usually due to the anti-crack protection that we use and they confuse with malicious code.

You can also see the scan of our latest update with virustotal which scans with the most popular antivirus engines:

https://www.virustotal.com/file/03f16982d13560cc1b2f349017998db3a5d221ff8c4ccd77807db45b56b6e560
/analysis/

The solution for this is to add AllWebMenus to the white-list of SecureAnywhere, or temporarily disable it during the AllWebMenus installation.

Best Regards,
Kostas
Likno Customer Support
www.likno.com
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Reply From: Mike

That's what I suspected.

Thanks - have already followed your suggestions.

Mike

Knowledge Base support case for AllWebMenus, Likno Drop-Down Menu Trees, Likno Web Accordion Builder, Likno Web Modal Windows Builder, Likno Web Scroller Builder, Likno Web Tabs Builder, Likno Web Tooltips Builder, abstracted and stripped of all user’s private info.

Initial Email From: Brian
Initial Email Subject: This web page has been blocked by BitDefender Antivirus
Support Case Month: October 2012

Hi, I have been a user for many years (and have also had Bit Defender for many years) and have never run into this issue when trying to download the latest version.

Is there a virus issue with the latest version? If you are sure there is not how can I download it?

BitDefender 2011

This web page has been blocked by BitDefender Antivirus Real-time Protection!

The web page blocked by BitDefender included objects that were either infected or likely to be infected with a virus. Your system has NOT been infected.

Reply From: Likno Customer Support

Hello,

This is definitely a false-positive as we always double-check our products with multiple antivirus products and we also submit them online to some of the most known companies (such as Symantec), so I can assure you that our files are clean. It has happened in the past however (although rarely) that an antivirus (especially free ones) has produced an alert on their heuristics scan. Note that this is not when the antivirus claims it found a virus, but when it claims that the file is “suspicious” and *may* have a virus. This is usually due to the anti-crack software we use to stop software piracy, as it is sometimes hard even for the antivirus to scan through our code.

In any case, I again assure you that our files are 100% safe. You can also check the latest online scan in virus total here:

https://www.virustotal.com/file
/e51f833947ca6106b30466feb78f1b09eee28c81ed2abd50de72f01e1d0d3650/analysis/1349250522/

The solution in this case is to either add the installer into your antivirus “white-list”, or to temporarily disable your antivirus during the AllWebMenus installation.

Let me know if you run into any more problems.

Regards,
Kostas
Likno Customer Support
www.likno.com
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Reply From: Likno Customer Support

Dear Brian,

I just downloaded BitDefender 2013 in order to test it and see what the problem is. I found that only when clicking on the first mirror download I get this message (everything else works fine):

If this is also what you get, then you can simply go around it by selecting the “take me there anyway” link. You can also click on the “+” button (top-left) in order to do a detailed search which shows that the page is indeed trusted!  (I really do not understand why they block our page then…)

Anyway, this is mostly to let you know that we are looking into this issue with more detail and are still trying to contact BitDefender (but they do not respond) regarding their bug.

We will let you know as soon as we have a definite answer from them.

Regards,
Kostas
Likno Customer Support
www.likno.com
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Reply From: Brian

Thank you for following up on this.
I was able to download through the bottom mirror site.
Keep up the great work and support!
Brian

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Knowledge Base support case for AllWebMenus, abstracted and stripped of all user’s private info.

Initial Email From: John
Initial Email Subject: Security Breach
Support Case Month: April 2012

HI,

Downloaded and installed your upgrade to New Likno AllWebMenus #890.

The setup, allwebmenussetup.exe, created a file, regsvr32, that was identified as a high threat to my laptop.

Here is the data reported by Nortons:

Full Path: Not Available
____________________________
____________________________
On computers as of 4/25/2012 at 3:31:59 PM
Last Used 4/25/2012 at 3:31:59 PM
Startup Item Yes
Launched Yes
____________________________
____________________________
Very Few Users
Fewer than 5 users in the Norton Community have used this file.
____________________________
Very New
This file was released less than 1 week ago.
____________________________
High
This file risk is high.
____________________________
Threat Details
SONAR Protection monitors for suspicious program activity on your computer.
____________________________

Source File:
allwebmenussetup.exe

File Created:
regsvr32.exe
____________________________
File Actions
File: {PATH REMOVED}
Removed
Event: Running process: {PATH REMOVED}
Terminated
____________________________
Startup Actions
{PATH REMOVED} (Performed by {PATH REMOVED}, PID:1168)
No action taken
{PATH REMOVED} (Performed by {PATH REMOVED}, PID:4420)
No action taken
____________________________
System Settings Actions
Event: Process start (Performed by {PATH REMOVED}, PID:1976)
No action taken
____________________________
File Thumbprint - SHA:
Not Available
____________________________
File Thumbprint - MD5:
Not Available
____________________________

Please take immediate action to notify the authorities and clear the files you are requesting us to download.

 

Thanks,

John

Reply From: Likno Customer Support

Dear John,

We always scan our installers with several antivirus products before uploading them, and I can assure you that the current version is also clean.

Here is a new scan I just did in “virustotal”:

https://www.virustotal.com/file/bb72ec07b64505c741d5817bd09e64926b3090dd8b882078437d30beb24b1fee/analysis/1335436873/

Did you download this from our own download page, or from a different server/site?

Regards,
Kostas
Likno Customer Support
www.likno.com
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Reply From: Likno Customer Support

Dear John,

We can now fully confirm (after contacting Symantec) that this was indeed a false-positive and will be corrected in the next definitions update of your antivirus.

For now, you can turn Sonar off while you install AllWebMenus.

Thank you for letting us know regarding this issue, so that we could contact Symantec in turn and fix the problem for all our users.

Regards,
Kostas
Likno Customer Support
www.likno.com
Create any type of javascript menu (CSS menu, drop-down menu, sliding menu), button, html tree, modal window, tooltip, accordion, tab, scroller, jQuery slider) or design for your websites!