Paul_L Posted December 10, 2020 ID:1426475 Share Posted December 10, 2020 Hi there. I put a ticket in few days ago to have our website added to the whitelist. I was approved but I have a customer that is still being blocked. Websites: pohlfood.com net3.pohlfood.com Thank you, Paul Lockhart Link to post Share on other sites More sharing options...
Staff TeMerc Posted December 10, 2020 Staff ID:1426483 Share Posted December 10, 2020 17 minutes ago, Paul_L said: Hi there. I put a ticket in few days ago to have our website added to the whitelist. I was approved but I have a customer that is still being blocked. Websites: pohlfood.com net3.pohlfood.com Thank you, Paul Lockhart Hello- The block has indeed been disabled, have that user assure they have the latest database and if they claim they do then they must send you the log for our analysis. Link to post Share on other sites More sharing options...
Paul_L Posted December 10, 2020 Author ID:1426487 Share Posted December 10, 2020 I just loaded the free Maleware and I'm getting the the same thing. See attachment. Link to post Share on other sites More sharing options...
gonzo Posted December 10, 2020 ID:1426495 Share Posted December 10, 2020 I just visited both of the web addresses you have mentioned, using Firefox and Chrome browsers with Browser Guard on each and Malwarebytes Premium on the computer as a whole. I see no issues. Your main site (still using HTTP) shows a "SELLING QUALITY FOODS" banner across a graphic of a pizza. The other website has a login for your food service. If you could send me a Browser Guard debug log, I would like to inspect it. You will need to exit your browser to close the existing log, then open your browser, and go to your web site. If the error is going to occur, this should do it. Then IMMEDIATELY, download the Browser Guard debug log and send it to me. You will find it in your \downloads folder. Instructions for how to create the log are in the two screenshots which I have attached. Link to post Share on other sites More sharing options...
Paul_L Posted December 10, 2020 Author ID:1426498 Share Posted December 10, 2020 log attached BG-Logs_v2.2.16_2020-12-10_125358274.zip Link to post Share on other sites More sharing options...
Solution gonzo Posted December 10, 2020 Solution ID:1426535 Share Posted December 10, 2020 Okay, I think we got this figured out. The trojan block was a false positive and a remnant from the past, and would have cleared itself if the database update had finished by the time you tried to access the site. That led to a reputation block which did not occur on pohlfood.com but DID occur on www.pohlfood.com. That was a coding error in the product, has been fixed and will become available to users in the next product update. In the meantime, I have added a whitelist entry for www.pohlfood.com to take care of the reputation block. Please allow 15-30 minutes for changes to take effect. Thank you for your assistance in helping us get to the bottom of this one. Link to post Share on other sites More sharing options...
Paul_L Posted December 11, 2020 Author ID:1426630 Share Posted December 11, 2020 Thank you, I will let you know If we are still running into problems. Link to post Share on other sites More sharing options...
Paul_L Posted December 11, 2020 Author ID:1426631 Share Posted December 11, 2020 I was able to test this moments ago, still getting the error on www.pohlfood.com but not on pohlfood.com. I did update malware and retested and same results. Link to post Share on other sites More sharing options...
gonzo Posted December 11, 2020 ID:1426655 Share Posted December 11, 2020 Please uninstall and reinstall your Browser Guard extension. I can access www.pohlfood.com without any issue from several different computers. You are either getting stuck with cached information or your databases are not updating. I do not know which is affecting you, but the issue no longer exists. Link to post Share on other sites More sharing options...
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