False Positive - Our software is detected/blocked (Urgent)

[PaulM1]

Hello,

Few of our customers are complaining that our software is being blocked by Malwarebytes Premium. This is weird since when I SCAN the file, it comes out clean by Malwarebytes. Yet, customers are saying they're getting errors like "Operation did not complete successfully because the file contains a virus or potentially unwanted software".

Software download link is: https://pegasun.com/files/SystemUtilities/SystemUtilities.exe
Portable: https://pegasun.com/files/SystemUtilities/SystemUtilities.zip

Please clarify why this is being blocked/marked as a PUP/Malware. I would like you to be descriptive and LIST DOWN ALL the reasons for such. That way we can address it properly.

If there are no issues and this is a false-positive, then please WHITELIST us and prevent it from being detected again as a malware in the future.

About us: We are a legal LLC company serving from Phoenix, AZ, USA. We have been around for over 10 years and our software has been fine-tuned for over 10 years as well. You can look at our YouTube video where we describe the complete usage of our software: https://youtu.be/AAC0Jb4YRc0

 

[TwinHeadedEagle]

Hi,

I checked and MalwareBytes does not detect/block Pegasun software. You'll need to get more info from your customers.

Edited November 17, 2021 by TwinHeadedEagle

[shadowwar]

This is windows built in antivirus/windows defender. 

That is where this message comes from. Its not malwarebytes.

[PaulM1]

Gotcha... Thanks for that and sorry for the confusion. Our software comes out clean on Windows Defender as well. And problem only occurred from customer who is running Malwarebytes Premium. But okay, more to be investigated. 

Thank you for the help everyone.