Submitting a file for an Extra.dat

[pdfbt40]

How do you submit a file which although being used for several years is suddenly being removed as a Trojan, despite it never having caused any problems?

Its the Front End I, and many others, use for our Car PCs, Road Runner. Its a freeware program so has no commercial support.

It's reported as Generic.dx but no further identification. The AVERT site lists that ID as early 2007, but VS started removing Road Runner executable around mid-September (its difficult to be precise as the Car PCs are only connected for updates once a month.

I've tried working with Customer Services and submitting the file, but I just get an automated response confirming the detection. As Road Runner isn't on the PUP database I can't add it to an exception list and there is no free entry exception list in this consumer product.

Martin

[plastic_honesty]

this link might help you.

http://community.mcafee.com/showthread.php?t=224456&highlight=avert

[pdfbt40]

Thanks, I had skimmed that thread, but as I said in my post...

I've tried working with Customer Services and submitting the file, but I just get an automated response confirming the detection.

Perhaps I should have made it a bit clearer, I've submitted the file by email and web links, but as I've said I just get a confirmation of the detection.:eek:

I'd just junk McAfee (after around 7 years use) and use a competitor's product with the advanced features McAfee no longer has, but I've just renewed my licence for another year.:mad:

Martin

[vinod_r2]

reply to the automated email and request for help that is the fastest route for help:)

[pdfbt40]

Yes, I've been doing that for a week.

Strangely, or not, I've just received an EXTRA.DAT (yet to be tested) and a promise of correction in the next update.

Is that the usual turnaround, or is it the power of this forum. 😉

Martin

[exbrit]

I think it's just work load causing delays. Did they send you instructions on how to use the extra.dat?

If not they are here: http://service.mcafee.com/FAQDocument.aspx?id=307214&lc=1033&partner=McAfee&type=TS&ia=1

[pdfbt40]

Yes some instructions were included, but I knew what to do anyway, which was good as the instructions were wrong. :rolleyes:

Extra.dat is now installed and I can run my Car PC protected (?) again.

The email said (correctly) that the program had no infection, but didn't give any information on why it had triggered a detection and instant removal. Not very helpful for trying to solve the 'root cause' of the error in the program itself.

Just hope I remember this next September when renewal comes around.

Martin

[exbrit]

All A/V applications make mistakes from time to time.

I'll move this to the solved area.