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Rank: Newbie
Groups: Member
Joined: 5/24/2017
Posts: 3
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We recently added following licensed DLLs to our commercial software product:
EO.base
EO.webbrowser
EO.webengine
Since the addition of the DLLs, our clients start to report issues with at least two different malware scanning / protection products:
- Kaspersky Labs Endpoint Security
- Trend Micro Office Scan
At the moment this is only annoying since we are currently in the testing stages of our release. But very soon we will have to deliver to production, so in the end this is really a serious problem.
Do you have any suggestions on how to proceed? Solutions? Any options to whitelist your DLLs from your side?
Thank you in advance
Mario Puzzi
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Rank: Newbie
Groups: Member
Joined: 5/22/2017
Posts: 3
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we use Kaspersky and have no problems with these DLLs
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Rank: Administration
Groups: Administration
Joined: 5/27/2007
Posts: 24,071
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Mario wrote:We recently added following licensed DLLs to our commercial software product:
EO.base
EO.webbrowser
EO.webengine
Since the addition of the DLLs, our clients start to report issues with at least two different malware scanning / protection products:
- Kaspersky Labs Endpoint Security
- Trend Micro Office Scan
At the moment this is only annoying since we are currently in the testing stages of our release. But very soon we will have to deliver to production, so in the end this is really a serious problem.
Do you have any suggestions on how to proceed? Solutions? Any options to whitelist your DLLs from your side?
Thank you in advance
Mario Puzzi Can you provide the version of the AntiVirus program you use? We can try to contact them and see if they will respond. Some vendors are very responsive to this kind of requests, where as others are not so much, citing that we are not their customer. In that case you may need to have your customer to contact them directly.
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Rank: Newbie
Groups: Member
Joined: 5/24/2017
Posts: 3
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Thank you for your reply!
Following versions are in use according to our customers:
Trend Micro Office Scan 12.0.1406
Kaspersky Endpoint Security 10.2.1.23
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Rank: Newbie
Groups: Member
Joined: 5/24/2017
Posts: 3
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This problem is still relevant or rather getting more important since more customers are reporting the problem.
In order to have a version for use in productive environments we kicked your DLLs - for the moment - from our codebase. Without your DLLs included, our customers have no issues with their virus scannners.
Is there any progress from your side? This is really a huge problem for us.
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Rank: Administration
Groups: Administration
Joined: 5/27/2007
Posts: 24,071
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Hi,
Sorry about the delay. We have been able to create a support request with Kaspersky and we will follow up on that.
We have not been able to contact TrendMicro because they only accept support request from their customers (they require their product's activation code). So you may want to ask your customer to contact them directly. Please feel free to involve us at any stage and we will be happy to assist if TrnedMicro needs any additional information from us.
Thanks!
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Rank: Administration
Groups: Administration
Joined: 5/27/2007
Posts: 24,071
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Hi,
We have been bouncing between different departments from Kaspersky and confirmed that a support tickets for them must start from their customer as well (for corporate customers). However they have explained the process to us and seems to be very open to work with us. I will PM you with details shortly so that you may share with your customer on how to get this started.
Thanks!
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Rank: Newbie
Groups: Member
Joined: 1/31/2017
Posts: 3
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Hi,
We use the EO WebBrowser control for WPF. We been using this in a production capacity for at least a year now. Recently one of customers reported this (Trend) problem - they've tried to contact Trend to report this without much success.
Firstly, do you have any news yourselves on where Trend are with this?
If not, do you know how our customers can escalate this? Currently they are stuck with support technicians whose only advice is 'turn it off and back on again'!
Any news would be appreciated as this is causing a major headache for our customers at the moment.
Thanks.
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Rank: Administration
Groups: Administration
Joined: 5/27/2007
Posts: 24,071
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Hi,
We can't get any respond from Trend at all. The first thing they require is their product's activation code, obviously we do not have this since we are not their customer. Since we do not have this, they are not talking to us at all. Kaspersky is much more responsive, however in the end they still require the issue to be initiated from their customer's side.
Thanks!
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