false positive mails not answered for more that 1month [REOPEN]

[eset.user.new 0]

Hello,

 

I just re-open new topic,

just in order to get relevant reply to my issue.

Thanks for understanding.

[ i will reply to this message ]

 

I have tried to contact your support team at samples@eset.com

several times about Eset detection falsely our product as PUA (a variant of Win32/RBPlus.A).

it blocks our software and our webpage.

 

Unfortunately, I haven't got a response for the past couple of weeks.

I followed all the directions described on hxxp://kb.eset.com/e...tent&id=SOLN141,

but still haven't got any response from your side.

(also sent some emails from several different email accounts, but still nothing).

 

I would appreciate your prompt response,

as this issue hurts our product and business.

 

Thanks again,

Josh

 

 

=========

Marcos replied: (https://forum.eset.com/topic/2433-false-positive-mails-not-answered-for-more-that-1month/?p=13826)

 

This is not a false positive but a correct detection of a potentially unwanted application (PUA). Detection of PUA is optional and it's at users' discretion if they want to have this kind of applications detected or not.

Having said that and given that this is not a communication channel for disputing PUA detection, we'll draw this topic to a close.

 

Edited May 8, 2014 by eset.user.new

[eset.user.new 0]

Marcos,

you just reply with:

This is not a false positive but a correct detection of a potentially unwanted application (PUA).

 

I wanted to write back, but you closed the topic.

We are being detected as PUA

because we had advertises inside our application.

We REMOVED all ads from inside it, in order to not be classify as adware application.

 

in this case,

I would ask Eset,

to re-analyze our software in order to clean this false detection.

 

Thanks in advance!!!

Josh

 

[please leave the topic open, even after answering for couple of hours, just for allowing me to give a simple answer - thanks!!]

Edited May 8, 2014 by eset.user.new

[Arakasi 549]

Josh,

 

What is your product and where is your website.

 

DO NOT, post direct links in this thread. Use this format :

 

hxxp:\\ www thiswebsite com

 

You may send me a link in PM as well.

 

I will not be able to unblock anything, and i do not work for ESET. However, i may have some spare time to analyze and inform what i notice as unwanted based on experience.

If you decline, my feelings won't be hurt.

I'm just curious as well on the block.

[eset.user.new 0]

Hxxp:// goo.gl /Aouir

Here is the site and product link

(Shorten by google service)

Thanks for your help.

But still, why no-one from eset not answering??

Edited May 9, 2014 by eset.user.new

[Arakasi 549]

I looked at the site.

Could not find a download link anywhere on your site at all for your free software according to the page.

Without looking at the software, i can only point you towards rules to follow in your application.

If any of your software fails this guide, you would have to fix.

 

hxxp://www.antispywarecoalition.org/documents/BestPractices.htm

[eset.user.new 0]

Hi.

There are a lot of download images all around.

Just Go to download.html if u cant find it.

Edited May 9, 2014 by eset.user.new

[eset.user.new 0]

Why no-one is answering to this topic?

 

this is a big problem to our company,

and no any response from the ESET team.

 

Please help!

Thanks in advance

[Arakasi 549]

This is not a gateway or location to dispute these kinds of claims.

Resolution will not be met through this channel of communication.

 

Only by following these guidelines:
hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN141

[eset.user.new 0]

Arakasi,

Thanks for your reply.

 

If you look on my first message,

i already send a lot of emails according to the guidelines,

but NO-ONE from Eset answered for more than 1 month.

 

Please help how to proceed.

Eset suppose to be a big company that answers to customer's emails.

 

Thanks in advance!!!

Edited May 15, 2014 by eset.user.new

[eset.user.new 0]

I really need your help on this topic.

 

samples@eset.com is not answering, and also samples@eset.sk.

and now also forum.eset.com....

 

 

Is there any other way that I can communicate with ESET ?

[Marcos 4,482]

Since the only communication channel for disputing PUA detections is samples[at]eset.com, we'll draw this thread to a close. ESET distributors, resellers or unauthorized staff are not entitled to dispute detections.