Search found 20 matches

by joseba.panda
Thu, 16 Nov 2017, 14:01
Forum: Virus - Issues
Topic: False Positive
Replies: 2
Views: 1623

Re: False Positive

Dear customer.

First of all, let me apologyze for the delay in answering your query.

I already sent the file to our virus lab, to be marked as goodware.

As soon as the issue has been solved, we will let you know it through this thread.

Best regards.
by joseba.panda
Thu, 16 Nov 2017, 13:47
Forum: Virus - Issues
Topic: False Positive: Smart PC Mechanic
Replies: 2
Views: 1693

Re: False Positive: Smart PC Mechanic

Dear customer.

We already sent the files to virus lab, they will mark them as goodware to avoid that detection.

We will let you know when the issue has been solved.

Best regards.
by joseba.panda
Thu, 16 Nov 2017, 11:36
Forum: Adaptive Defense and Endpoint Protection - Issues
Topic: Scheduled scans error status
Replies: 3
Views: 2805

Re: Scheduled scans error status

Dear customer. The problems which you are describing are the ones which has been reported to our development deptarment. They are trying to find out why scheduled scans return errors, or why the scheduled scans are not done. A parent case about this issue was opened in our database, so as soon as th...
by joseba.panda
Thu, 16 Nov 2017, 11:02
Forum: Consumer - Issues
Topic: Folse Positive
Replies: 8
Views: 3845

Re: Folse Positive

Dear customer.

Thanks for the reply.

I already sent all the info to virus lab.

As soon as they provide me with a solution, i will let you know what to do to solve the issue.

Best regards.
by joseba.panda
Wed, 15 Nov 2017, 14:43
Forum: Adaptive Defense and Endpoint Protection - Issues
Topic: Scheduled scans error status
Replies: 3
Views: 2805

Re: Scheduled scans error status

Dear customer.

I am contacting you regarding your query.

This is a known issue, and our development department is working to find a solution for the issue.

Hope they provide the solution soon.

Best regards.
by joseba.panda
Wed, 15 Nov 2017, 14:07
Forum: Consumer - Issues
Topic: Folse Positive
Replies: 8
Views: 3845

Re: Folse Positive

Dear customer. Our workmates from virus lab, are asking us for two important things to be able to solve your issue: 1. Please, can you provide us with a copy of the antivirus report? you can import it to a txt file and send it to us. 2. Can you tell us when is done that detection? Is it done when yo...
by joseba.panda
Wed, 15 Nov 2017, 12:21
Forum: Consumer - Issues
Topic: Folse Positive
Replies: 8
Views: 3845

Re: Folse Positive

Dear customer.

I already sent the file to virus lab.

I will let you know when they fix the problem about this wrong detection.

Best regards.
by joseba.panda
Tue, 14 Nov 2017, 15:07
Forum: Panda Free Antivirus - Issues
Topic: Cannot run scan
Replies: 10
Views: 5376

Re: Cannot run scan

Dear customer. Dont't worry, let's do the following: 1. Go to winrar site: https://www.win-rar.com/start.html?&L=0 2. Click on "download winrar" or if you have a 64 bit operating system on the link "click here for 64bit version" 3. Once the file has been downloaded, run it to install winrar. (If whe...
by joseba.panda
Tue, 14 Nov 2017, 14:26
Forum: Consumer - Issues
Topic: Folse Positive
Replies: 8
Views: 3845

Re: Folse Positive

Dear customer. We recieved the file correctly but we'd like to know if the problem begins when you run the file, and if so, when running the file you get a pop up from panda telling you that any file has been blocked? Can you provide us with an screenshot of the pop up shown by panda when it blocks ...
by joseba.panda
Tue, 14 Nov 2017, 14:09
Forum: Panda Free Antivirus - Issues
Topic: Cannot run scan
Replies: 10
Views: 5376

Re: Cannot run scan

Dear customer,

The password for the rar file, is panda

The reason why we recommend to follow these steps about the root certificates it's because we had previously reported issues like yours, which have been resolved doing all this process.

Best regards.

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