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I'm frustrated at the moment and can't find the correct info in the Help section so hoping someone here can help me as I'm losing money every minute this software is down.

Background: I pay for Premium service and Malwarebytes just shut down my Trivantis Lectora software. This is the software I use for work. I think the problem is that I was trying to publish a course in  Arabic and it didn't like that it was in Arabic (same course published fine in English & French). 

I can see the software in the Reports as "Ransomeware blocked", but it is not in QUARANTINE so I can't restore it. I need this Software NEVER BLOCKED!!!!

Thank you!

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***This is an automated reply***


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I moved your post to the false positive section. To get the item to show up in quarantine, you most likely need to reboot. Once you do, it should show up there and you should be able to unquarantine and exclude the item.

If you can also export the detection report and submit the file in a zip, we can look and see if we can whitelist it on our servers

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It still isn't showing up under quarantine, but I can access the software now!!! :)  What can I do to get the software on the whitelist? It isn't "popular" software as it is only used for building online (computer based) training, but it is used around the world!

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Can you run the support tool to grab logs again? Now that the reboot is happened, we should get a few different scan results. On top of that, are you able to zip up the software and send it to us? You can private message it to me if it's private software.

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Hi Devin- 

First, I just want to say THANK YOU so much for all your help so far! I was able to get up and running and the course to my client before they closed for the day!!!

I just ran the logs again and have attached it. As for the software, you can download a clean zip file at: https://www.trivantis.com/products/inspire-e-learning-software/ 


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Okay, same software....my Lectora software (that is in the Exclusion list) has just been blocked from a "Report: Ransomeware Blocked"...what do I need to do? The location matches exactly to what is in the Exclusion list...HELP!!!

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