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Anti-virus & Security software blocks ProSelect

UPDATED January 2017 - AVG2016  reported issue (see below)

Periodically we get reports of Anti-Virus/Security software causing issues by incorrectly thinking that ProSelect contains a virus. This can stop you from installing ProSelect, prevent ProSelect from running or, at worst, remove ProSelect from your computer!  The first one is easy to spot because you usually get a message but often the latter ones just leave you wondering what's going on with no message unless you open the anti-virus software and look at its reports.

Since most Anti-Virus/Security software automatically updates itself, you can be happily using ProSelect one day, then the next day it just stops working because your anti-virus software now suddenly thinks ProSelect is a risk.  

IMPORTANT: Provided you have downloaded and installed ProSelect from the TimeExposure website, the software is protected by a signed digital certificate and is not infected.

How can this happen?

One of the ways that Anti-virus/Security software looks for a virus is by searching for a particular "pattern" of data in a file that matches with that found in known virus software. There is always that possibility that other legitimate software (such as ProSelect) can contain the same pattern.  Once notified, the anti-virus software developer will usually add an automatic exclusion for the legitimate software.

The problem with this approach is that everybody gets inconvenienced in the meantime and some developers take a long time to react. (eg McAfee took a few months the last time they made this mistake!).

Checking if your Anti-Virus/Security Suite software is causing the problem

If ProSelect suddenly won't startup then try either

(a) Temporarily turning off or disabling your Anti-virus/Security software and see if ProSelect works again.
(b) Check your Anti-virus/Security software report logs for any messages/warning about ProSelect.


Short-term Solution

The short term solution is to change your Anti-Virus/Security software settings to add "ProSelect*.exe" and "ProSelect*.zip" to your EXCLUDE LIST, TRUSTED LIST or UNBLOCK list because our files are called ProSelect.exe, ProSelect_Setup.exe and ProSelectXXXXX.zip).

At the end of this article, you will find current and past reports and how to exclude ProSelect in some particular anti-virus applications. These latter instructions may change on newer releases of those software applications, so please consult your particular Anti-Virus Software Help section for further details.

Long-Term Solution

The longer term and best solution is for you to contact your anti-virus software provider and ask them to fix the "false positive" with ProSelect. You can tell them that they can download the free trial version from TimeExposure.com to test it with their systems.

If you also let us know (though our Support Centre), we will also try contacting the security software company. However some companies will only accept these reports from people who have purchased their software so it's always best if you contact them as well.

If ProSelect software has been removed by your Anti-virus software...

  • Some Anti-virus/Security software quarantines the reported file, others may deleted it. You can either look into what your particluar software has done and possibly restore the ProSelect.exe file, or simply download ProSelect again from the Downloads page on the web site.
  • If you still have the ProSelect installer file ("ProSelect_Setup.exe" or "ProSelect_Setup.zip") on your hard disk or a CD, you can optionally use that to re-install the software.

but some good news... Since ProSelect keeps its preferences, price lists and templates and resources in separate files, all this information should be as you left it after re-installing ProSelect. If not, you will need to recover these files from your backup copies.

Windows Security

On a separate note, if using Windows, always remember to tell Windows Security to "Allow" ProSelect when prompted when you first start the ProSelect program after installing (new install or upgrading). This is separate to any third party security suite/antivirus software you may have installed.

Anti-Virus/Security Software Report History

"AVAST" Anti-Virus

ADDED December 2015

We have received a report that a recent AVAST update is preventing the running of the ProSelect software. This was for an older version of ProSelect (2011r2), however may effect newer versions also.  It is a false positive.

We have reported this issue to Avast, however would appreciate you reporting this false positive report to them also: https://support.avast.com/support/home to ensure ProSelect gets whitelisted correctly in their system and prevent this happen to others also.

In the short term, we recommend that you follow Avast's general instructions to set ProSelect_Setup.exe and/or ProSelect.exe to be allowed/safe listed in your software, or simply disable that software temporarily to complete the install/re-install.

"SYMANTEC" (Norton Anti-Virus)

ADDED/UPDATED January 2015

We have received reports that this software is recently reporting a virus warning when downloading and/or running the ProSelect software installer file.  It is a false positive.

We and some customers have reported this to Symantec and we have been told that this has now been rectified as follows:

"Upon further analysis and investigation we have verified your submission and as such this detection will be removed from our products.

The updated detection will be distributed in the next set of virus definitions, available via LiveUpdate or from our website at  http://securityresponse.symantec.com/avcenter/defs.download.html"

If this is still not resolved for you after following Symantec's instructions above, then you can either set the ProSelect_Setup.exe and/or ProSelect.exe to be allowed/safe listed in your software, or simply disable the software temporarily to complete the install.

On one of our computers running Norton 360 Premier Edition on Windows 7, we right button clicked on the Norton icon in the taskbar (at the bottom left of screen) and chose "Disable Anti-Virus Protect". And set this to pause for the minimum time of 15 minutes.

And we would appreciate you reporting this false positive report to them also: http://securityresponse.symantec.com to ensure ProSelect gets whitelisted correctly in their system.

Please refer to "Norton Anti-Virus Software stops ProSelect" for this and more.


"CONSTANT GUARD" (Comcast and Norton Anti-Virus)

ADDED/UPDATED February 2013

It seems that "ConstantGuard" Security software (Comcast) is mistakenly identifying the ProSelect software as a malicious program. This is preventing ProSelect from running.

We have been informed of the following by a ProSelect user (and now others have also confirmed):

"The issue was the "ConstantGuard" software for Comcast, which is part of their Norton Anti-virus protection. For some reason, the ConstantGuard had it as a blocked program. Once I unblocked it, it is now able to launch."


"KASPERSKY" ANTI-VIRUS/SECURIY SOFTWARE 

ADDED/UPDATED March 2011

We have had some recent reports that ProSelect has stopped working or was unable to be installed with the following Windows error message saying

"Windows cannot access the specified device, path, or file. You may not have the appropriate permissions to access the item"  OR

"The application has failed to start because its side-by-side configuration is incorrect"

It seems that "Kaspersky" software may have just released an update and this mistakenly turns the "untrusted" setting on for ProSelect software.  The solution is to change this setting to "Trusted" then ProSelect can install/run as normal.

Additional Information

An instance using "Kaspersky Pure" has also been reported which was preventing the ProSelect installer file from successfully downloading from our TimeExposure.com web site's ProSelect Downloads page and being accessed.  We were told the following:

"The Pure version is not so easy.  It was only after I turned off Kaspersky, allowed me to open the zip and install your software and then turn on Kaspersky again did it work."

If you still require assistance with this then best contact "Kaspersky Support Centre" on how to do this.

Report this to Kaspersky

As you need to have an account with "Kaspersky" to report this issue and request it to be fixed, we would appreciate your help in contacting "Kaspersky Support Centre" so they can fix this.


"CA" ANTI-VIRUS SOFTWARE

ADDED/UPDATED March 2009

The recent CA Anti-Virus update incorrectly reports that ProSelect 4 has SillyAutorun.AOJ and removes ProSelect.exe  and ProSelect Server.exe.  (And if you still have the ProSelect Download/Install zip file on your computer, it will also report finding AMalum.KHL and quarantine it).  These instances have been reported to CA, so hopefully they will fix this in a future update.

You will need to add the following exclusions in the CA Support Centre on your computer. To do this

1.  Run CA Security Centre (Start --> Program Files --> CA)
2.  Choose "CA Anti-Virus"
3.  Select the "Open Advanced Settings" link
4.  Click on the "Options" icon

For BOTH "On-demand Scanner" and "Real-time Scanner"

5.  Select the Modify link in the Exclusions column
6.  Click on "Add" and type in ProSelect*.exe and then click the OK button.
7.  Repeat this adding ProSelect*.zip.

If you are having problems entering these exclusions, then please consult the Help section in CA Anti-Virus or call CA for further instructions (number is available on the www.CA.com web site).


"AVIRA" ANTI-VIRUS SOFTWARE

ADDED/UPDATED Jan 2009

The recent Avira Anti-Virus update incorrectly reports that ProSelect has a Worm infection.
You will need to add the following exceptions in AntiVir on your computer, by opening the AntiVir Configuration (Extras -> Configuration) and activate the Expert mode first.

The exceptions are configured for the Scanner and Guard separately, so please select the corresponding module in the left panel:

Scanner:
- Scanner -> Scan -> Exception
Guard:
- Guard -> Scan -> Exception

Then you can add files to be omitted for both Scanner and Guard in the configuration window.

These details were found in this article on the avira.com web site:
http://www.avira.com/en/support/kbdetails.php?id=130


"AVG" ANTI-VIRUS SOFTWARE

ADDED/UPDATED January 2017AVG2016 prevents ProSelect from running

"I unistalled the old proselect. Then downloaded the new Proselect pro and installed it. The problem is that when i click on the desktop Proselect icon the program does not open. Nothing happens. I tried going directly to the folder and clicking the proselect file and still nothing opens!!"

After reading our support reply and suggestions, the customer replied with the following:

"AVG2016 was blocking the proselect pro from opening. I uninstalled AVG2016 and reinstalled the proselect pro. The system is working fine now."

You may also wish to contact AVG to let them know of this and to fix the issue and prevent this from reoccurring (for you and others). They don't normally listen to software suppliers!

ADDED/UPDATED December 2008 - AVG version 8.0.200 prevents ProSelect installer from running.

From one of our users...

"I ran into a snag with installing the ProSelect 4.0.8 with AVG 8.0.200 on a XP Pro Machine. It seems the Grisoft/AVG folks still don't have their act together. It kicks out the BHO.GPH file as a trojan horse during the update install. I played with the exclusions in their Resident Shield to no avail. I did however find that if the Resident Shield "active/disable" box is unchecked (disabled) it will allow the install to run without any further problems. After the update is completed the Resident Shield can be re-activated (re-check the box) and everything runs perfectly with no further problems with AVG 8!"

Updated June 23, 2008 - AVG version 8 update incorrectly claims ProSelect 4 has a Sheur.BSCF Trojan Horse virus.

This was reported by one of our users today. Needless to say we are disappointed AVG is doing this again and, to avoid this in the future, you should consider whether you wish to continue to use this company's product.

We contacted Grisoft (the authors of AVG) and this is what we were advised to tell you do:

In order for them to update AVG to remove this problem, you need to:

  1. Open AVG User Interface.
  2. Choose the "Virus Vault" option from the "History" menu.
  3. Select the false positive file (ProSelect) with one click and click on the "Send to analysis" button.
  4. Fill in your e-mail address
  5. Confirm the dialog

This way the file will be sent to their virus specialists for analysis and they will inform you about the result (which should hopefully be that their next update fixes the problem).

In the meantime, you could also try the solution below in the section titled "Adding an Exclusion to AVG" though we have not confirmed that this will still work with AVG version 8.


Updated August 30, 2007 - problem fixed by AVG

It appear that the AVG have indeed fixed the problem so you should make sure that you have the latest AVG updates on your system.

Grisoft (the authors of AVG) have informed us that if you need to restore deleted files from AVG Virus Vault you can do it this way: open AVG Virus Vault (Start -> Programs -> AVG Antivirus -> AVG Virus Vault). Locate the file that was removed, right click on it and choose "Restore File(s)" option.

If this doesn't work, you will need to re-download and re-install ProSelect. Because ProSelect keeps its preferences, price lists and templates in separate files, all this information should still be be after re-installing ProSelect.


Updated August 18, 2007 - Original article

From reports received by a number of our users, the latest update (7.5.484 on 18 August, 2007) of the AVG anti-virus software incorrectly reports that ProSelect contains a Trojan Horse virus and then proceeds to delete ProSelect!

If you have encountered this problem then, at present, the only solution is to do one of the following:

  • Add ProSelect.exe to the AVG exclusion list - see below (this only works if you have a registered version of AVG)
  • Disable AVG
  • Uninstall AVG

Then re-boot your computer and re-install ProSelect.

If you still have the original installer file ("ProSelect_Setup.exe" or "ProSelect_Setup.zip") on your hard disk or a CD, you can use that to re-install the software. Otherwise you will need to re-download the software from the Downloads page on the web site.

Because ProSelect keeps its preferences, price lists and templates in separate files, all this information should be as you left it after re-installing ProSelect.

Contacted AVG

We have contacted the AVG representative in Australia (because the main AVG web site only allows registered users to send support issues). They have said that that they will pass this information onto Grisoft (located in Czech Republic).

Adding an exclusion to AVG

Provided that you have a registered version of the AVG software, then you can use the following instructions to exclude ProSelect from AVG virus scanning. We have received two different sets of instructions for doing this as it seems there are different versions of AVG out there and have included both sets of instructions below. If one doesn't seem correct for your computer the try the other.

Set 1

  1. Double click the AVG icon in the lower right
  2. Double click Resident Shield in the AVG 7.5 Network Edition - Control Center
  3. Click the Properties Tab
  4. Click Advanced Settings
  5. Add the following to the Exclude files... line "C:Program Files/TimeExposure/ProSelect.exe"

Set 2

  1. Double click the AVG icon in your desktop's system tray, usually lower right corner of the desktop
  2. Click on Resident Shield
  3. Click on the "Excludes" Tab
  4. Click on Edit Excludes
  5. Click on Add Path (For Windows XP users click through to c:/Program Files/TimeExposure)
  6. Click on the "Edit List" button
  7. Type in ProSelect.exe
  8. Press the "OK" button
  9. Press the "Check Names" Button
  10. Press the "OK" Button
  11. Press the "Apply Button"
  12. Press the "OK" Button
  13. Press the "OK" Button in the Resident Shield Window

You need to Restart your computer after doing this.

Note: If you need to re-install ProSelect then you may also need to have AVG exclude the installer program "ProSelect_Setup.exe".

 




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