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geoff

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Everything posted by geoff

  1. Hi All, We're still investigating what happened in the release procedure to cause this false positive issue. The offending definitions have been removed completely from the database. My sincerest apologies for the false alarm. Thanks, Geoff
  2. Hi JohnnySokko, Thank you for bringing this to our attention. Would it be possible for you to post some screen shots so that we can take a look? Geoff
  3. Hi! We just released 5.0.1144 and we haven't updated the product history page just yet. The most important upgrade in this release is support for our vastly improved infrastructure -- which will result in dramatically faster definition and product update downloads. Also included are minor under-the-hood performance tweaks and bugfixes. Thanks, Geoff
  4. Hi Dave, Can you tell us what version of the core and trace databases you have installed as of this latest result? Also, if you can, please submit another false positive report for each detected item (after restoring and re-scanning) so we can make sure the mitigation effort is correct. Thank you!
  5. Hi jcb, If you download the latest definition updates from this evening and re-run your scan do you still receive this detection? Thanks!
  6. Thanks to everyone for reporting this false positive. It has been resolved and should not be detected as of (upcoming) SUPERAntiSpyware Core Definition Database 6898 and greater. VirusTotal should also show no detection by the SUPERAntiSpyware engine as soon as they download our newest database from us. Please PM me if you have any further issues. Geoff
  7. Thank you to everybody for reporting this false positive. It has been resolved as of our Core Definition Database version 5662. Please let us know if you continue to have issues with this detection. Geoff
  8. Paul, If you would like a refund, please fill our your request on our ticket submission page here: https://www.superantispyware.com/csrcreateticket.html Please note that the issue on August 27th was caused by a temporary issue in our update system. The event lasted less than 15 minutes and it was the first time something like this has happened in the six years that SUPERAntiSpyware has been produced. We corrected the issue as soon as we discovered it, and we have put in place checks to make sure that something like this does not happen again. Geoff
  9. geoff

    refund

    Hi Samie, We're sorry to hear about your dissatisfaction with SUPERAntiSpyware. Please follow the link below and fill out the form to start the refund request process: https://www.superantispyware.com/csrcreateticket.html
  10. Well, we certainly appreciate you reporting here about the issue, and then reporting back on the result! We absolutely try to be as careful as is possible with our malware detections and we strive for zero false positives, of course. I apologize personally to the users affected by this update. Geoff
  11. Thank you for reporting this issue, and thank you for your patience. Please update your SUPERAntiSpyware definition databases to at least Core version 5417 (or greater) and these false positive detections should be resolved. The issue is related to a transitory problem we were having with the definition database, and not the recent 4.42 product update that just came out yesterday. Geoff
  12. Are you really in witness protection?!

  13. Hi mark5scuba, Can you create a support ticket on our website requesting a SSI diagnostic in the problem description, making sure to mention that you are getting the System.BrokenFileAssociation detection? Also, please specify your OS in the problem description as well. https://www.superantispyware.com/csrcreateticket.html Thanks, Geoff
  14. Hi idnnyc, Can you create a support ticket on our website requesting a SSI diagnostic in the problem description, making sure to mention that you are getting the System.BrokenFileAssociation detection? Also, please specify your complete OS information in the problem description as well. https://www.superantispyware.com/csrcreateticket.html Thanks, Geoff
  15. Hi parkwood40, We have disabled the detection of "System.BrokenFileAssociation" as of SAS Core Database Version 4875 (released a few moments ago). The rule, as you have seen, resulted in erroneous detections on certain systems, and our lead low-level developer is investigating. If you update your definition databases within the product, these registry keys will no longer be detected. Thanks, Geoff
  16. Please refer to our brief FAQ on how to submit a false positive report to the SAS team: How to report a false positive Sending us a notification through the Report False Positive wizard is the most efficient way for us to analyze the possible false detection on your system and remedy it. Please note that you must select each individual item that is falsely detected and run then the wizard. If you have more than one item that is a suspected or know false positive, you must run the wizard multiple times to give us a complete report. Thank you!
  17. Thank you for taking the time to report this issue and the details surrounding it. We have disabled the detection of "System.BrokenFileAssociation" as of SAS Core Database Version 4875 (released a few moments ago). The rule, as you have seen, resulted in erroneous detections on certain systems, and our lead low-level developer is investigating. If you update your definition databases within the product, these registry keys will no longer be detected. Thanks, Geoff
  18. Hi Enrique, Can I have you create a support ticket on our website here?: https://www.superantispyware.com/csrcreateticket.html Please note in your problem description that you were told to request a diagnostic, and note somewhere also that Geoff sent you. Thanks, Geoff
  19. Hi Enrique, Are you able to download and run the SUPERAntiSpyware Portable Scanner? https://www.superantispyware.com/portablescanner.html Thanks, Geoff
  20. Hi ProTruckDriver, Thanks for signing back up again! Unfortunately, some of the users did not convert over correctly -- we apologize for any inconvenience! Geoff
  21. Hi Peyote Pete, Sorry for the delay. If you would, please submit a support ticket and one of our reps will be glad to help you out! Thanks, Geoff
  22. Hi, You should not experience any issues whatsoever. If you do, please open up a support ticket and we'll investigate. Thanks, Geoff
  23. Hi, Personally, I think you'd be doing yourself a disservice if you didn't use MBAM (free or paid) in the fight against malicious software. MBAM is a great tool, and when used in conjunction with a good antivirus and another antimalware product like SAS, you really can't go wrong. We've got thousands of users who have some combination of SAS FREE/Pro and MBAM FREE/Full on their systems and they work well together. Geoff
  24. geoff

    'Q3CAST.DLL'

    Hi, In addition to posting your scan logs so that advanced forum members like Seth can advise you, we welcome you to use the false positive reporting built into the product when suspect detections are made: https://www.superantispyware.com/supportfaqdisplay.html?faq=28 False positives reported through the in-product wizard are sent into the stream of our highest priority samples. Thanks, Geoff
  25. Hi, Thank you for taking the time to submit a false positive report! We have analyzed the file and we have modified our definition database so that it is not falsely-detected. Thanks, Geoff
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