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01-01-2025 11:17 PM - edited 01-01-2025 11:20 PM
Hi team,
Our Remote access software HelpDesk, detecting as "Generic.ml" in VT scanning portal. Kinldy whitelist the application asap.
Details below:
Link to Virustotal report for the file: <Scan Report Page>
Current VirustTotal Verdict: <Generic.ml>
Description: <This software is developed by Idrive Inc, the leading software firm.
URL: https://www.idrive.com/ (parent firm)
URL: https://www.remotedesktop.com/helpdesk/
This application is mainly used for Remote Access to solve user issues via remote session.
Link to download the application (since size exeeding upload limits):https://download.remotepc.com/downloads/hd/221124/HelpDeskViewer.exe>
01-02-2025 05:31 PM
Hi @Sebin_Idrive ,
Please open a support case and select a "Product/Problem Area" of 'Threat' and provide the below information.
TAC will investigate your claim and change verdicts based on analysis.
01-03-2025 01:55 AM
Unable to raise ticket in Support Portal, getting below error.
01-05-2025 11:38 PM
Hi @Sebin_Idrive ,
please call to support number to open a case if you are not able to. Open it via support portal.
01-14-2025 09:08 PM
@mshekh I have tried the number from Website, but the technicain is unable to solve the query since they are trained for Palo Alto related issues only. Kinldy follow the below thread to solve like earlier
https://live.paloaltonetworks.com/t5/virustotal/false-positive-detection-generic-ml/m-p/592820#M2531
01-15-2025 10:14 AM
@Sebin_Idrive are you a Palo Alto Networks' customer?
01-17-2025 04:50 AM
We are not Palo Alto Network Customer. We are the developers of software named HelpDeskViewer.exe.
I am writing this on behalf of Idrive Software Inc for our product named HelpDeskViewer. We are providing Remote Access to all platforms (windows/MAC/Linux/Mobile & Web) satisfying all the global guidelines and security measures, we have a good number of clients around the globe. Since Palo Alto also globally recognized AV product, many of our clients are also using Palo Alto for security.
For the past few days,our installer file HelpDeskViewer.exe have been detected as Generic.ml by Palo Alto AV while scanning in the VirusTotal Web portal. This wrong information making our customers confused about our product's security, we are getting tickets from them.
So we are requesting Palo Alto team to kindly whitelist our installer files for our client's flawless usage and for continuing the services.
01-17-2025 10:08 AM
Thank you for the explanation. This file is now under review.
01-21-2025 03:06 AM
@DaBone It will be really good if we can get an update on this..
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