Your customer service asking to run their curltest.exe files and disable virus scan for it

tt75
tt75 Posts: 1 New Member
in General Discussion

There has been problems to update F-secure virus database and numerous times answer has been to use for example phone shared internet access and set DNS to 8.8.8.8 and so on. But we are using 8.8.8.8 as DNS server and we get IP address for the servers etc.

Latest was to download some executable from customer service private folder and disable checks for it from F-secure and run it:

curltest.exe https: //download.f-sos.net/avira-updates/latest/blacklist/blacklist.json

(I added space there after 'https:' to able to send this post)

For me it sounds quite non professional for anti-virus company.

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Comments

  • Ukko
    Ukko Posts: 3,828 Superuser

    Hello,

    Interesting feedback. I am also only an F-Secure user.

    Sounds as they tried basic troubleshooting to rule out some 'known' or obvious reasons for reported trouble. And maybe to understand what is blocking or why access to receiving updates for the AV database is being blocked (let's say).

    And, then, depending on what you mean by ""from customer service private folder"", I think a whitelist/exclusion request or ""disable checks for it from F-secure and run it"" makes some sense. Because even well-known 'original' command-line tool (curl) can trigger a reaction from an AV solution (especially, behavioral-based and related things). And, so, the test run will not give any vision on why there is trouble with updating AV databases.

    For me it sounds quite non professional for anti-virus company.

    What you would expect as a "professional" move with described scenario?

    Thanks!

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