False Positive

[DmitryGR]

Hello,

Please fix false positive detection: 

https://www.virustotal.com/gui/file/5259f523e41ffa42af0753df4c020f911a585b311c3267f17703c14920a352b8...

Thank you!

[bysadex]

Thanks for the answer but I get an error when opening the support page. Always that I should contact support. „An unexpected error occurred.“

[ymiyashita]

Can you ask another member in the same CSP account to open an admin case to fix your login issue?

[bysadex]

I indeed can’t create a support account because I do not own something from you. Ain’t it possible for you to fix the false positive? I even tried to email you guys but I did not receive any answer after almost 2 weeks.

[ymiyashita]

I see.

By the way, I can't even get the file from the URL (https://verify.timeless-ac[.]com/download/Timeless.exe). The site returns 403 Forbidden.
So, I can't verify if the file is actually "eb3ccf806ced05f5048be6530aa0c3276a0f217d9fd5240ac180b2c48bc9ff84".
As you can see on VirusTotal, some other security vendors also classified it as Malware (trojan).
And the file is not signed. Is there a way for you to prove that this the file that you developed?
https://www.virustotal.com/gui/file/eb3ccf806ced05f5048be6530aa0c3276a0f217d9fd5240ac180b2c48bc9ff84...

[bysadex]

Hi, probably because of cloudflare you can’t get via wget or something. I tried via browser and it indeed works for me. The other flags we are trying to clean atm too just some AVs don’t answer via email or don’t have something like simple submission for example MaxSecure has weird submission bc their file doesn’t work to submit. I attach the file here.

[ymiyashita]

Thank you! I used another network and could download the file.
I have submitted a verdict change request on behalf. Once there's progress, I will let you know.

[ymiyashita]

The verdict was updated. Thanks.
https://www.virustotal.com/gui/file/eb3ccf806ced05f5048be6530aa0c3276a0f217d9fd5240ac180b2c48bc9ff84...

[iTopVPN]

Hello Palo Alto ,

Please fix false positive detection: 

FileName: InfoHelp.dl
File Download link: https://www.sendspace.com/file/bzuvjt
Virus Total Scanning Result: https://www.virustotal.com/gui/file/78b8c7d10f3ec7140b39c5c787e2d320b10eeff6bd04f543fa4cbc9532ffd948...

Thanks for your help. 

[GGarolla]

Dear Palo Alto,

Can you please fix Adobe Installer situation in next AV release?

Currently it is treated as Virus/Win32.WGeneric.ekyqsm (Unique Threat ID: 679125912, hash: 3c98d72f1ceeae166104588a2186edab69ec4252e034b8b78d424e5a6e22004b).

There are many files from the Installer that are treated this way, such as adobe_licensing_helper.exe or Adobe Crash Processor.exe

I do not want to add an exception in my AV profile, as I feel we can trust Adobe. Files are obviously downloaded from Adobe official website.