False positive

[sol_amp]

Hi,

 

Malwarebytes is blocking the auto-update functionality in our software, Ampler (an addin for Microsoft Office).

Malwarebytes doesn't complain when a user does a regular install of our software using our installer: https://my.ampler.io/download or when the user just runs e.g. PowerPoint with our addin installed and loaded.

It's only when Ampler downloads a new version of itself to apply it silently that Malwarebytes complain. Our auto-updater simply downloads our installer (.exe), which is exactly the same as the user uses to install the software. It's just a newer version of the installer.

Attached is the two report files from Malwarebytes. It produces 2 entries: a 'Blocked' entry and a 'Quarantined' entry.

 

Is there any chance that you can whitelist our software such that this issue doesn't re-appear when we issue new updates? I know that other anti-virus providers have such a whitelisting mechanism where our code signing certificate is whitelisted. This is quite handy as it prevents issues with future updates of our software. Not sure if Malwarebytes works the same way, though. Please let me know.

 

Please also let me know if you need any additional information.

 

Best regards

S

MbamReport_Quarantined.txt MbamReport_Blocked.txt

[sol_amp]

Hi again,

 

I saw from other forum posts that you often ask for this log file: C:\ProgramData\Malwarebytes\MBAMService\LOGS\mbae-default.log

So please find that file attached here.

 

Looking forward to hearing from you.

 

Best regards

S

mbae-default.log

[sol_amp]

Hi again,

 

Would appreciate if a staff member would respond 😊 Just an indication if this is something you will consider looking at would be great.

@Arthi @pbust or others? Hope it's okay that I tag you guys.

 

Best regards

S

[Arthi]

Hi sol_amp,

I apologize for the delay in our response. I am going to suggest a couple of things here. Let me send a DM to you, and we can take it from there.

Thanks.