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False positive AV detection of Dameware Remote Everywhere agent as a threat

This articles describes steps to prevent Dameware Remote Everywhere agent files from being flagged as threats by anti-virus software.

First published date

5/24/2019 3:04 PM

Last published date

5/24/2019 3:04 PM

Overview

This articles explains how to prevent Dameware Remote Everywhere agent files from being flagged as threats  by anti-virus software.

Product section

Dameware Remote Everywhere

Cause

The following Dameware Remote Everywhere agent files may be flagged as threats by anti-virus (AV) software:

C:\ProgramData\GetSupportService\
C:\Program Files\BeAnywhere Support Express\GetSupportService

Resolution

Antivirus modules, such as behavioral analysis, may sometimes incorrectly flag Take Control Agent components as threats. This is usually corrected with future database updates for the AV software. 

SolarWinds cannot prevent false positive results in third-party security software from occurring, but we recommend reaching out to the support services for the AV in question to submit a false positive report with a sample of the file being incorrectly marked as threat.

In addition, you can prevent AV software from scanning Take Control-related files and folders (and consequentially preventing false flags). SolarWinds recommends excluding the following folders and their contents:
  • C:\ProgramData\GetSupportService\
  • C:\Program Files\BeAnywhere Support Express\GetSupportService