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      Support for other products than adaware, ad block, web protection and Web Companion   05/05/2017

      Support for the following products is handled by the Lavasoft support team: Lavasoft Tuneup Kit Lavasoft PC Optimizer Lavasoft Driver Updater Lavasoft Registry Tuner Lavasoft Privacy Toolbox Lavasoft File Shredder Lavasoft Digital Lock

      For help with these products, contact the support team here: http://www.lavasoft.com/support/supportcenter/
       
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LS.Andy

Guide for posting false positives

1 post in this topic

When posting a false positive (FP) notification, you will help us identify the FP more quickly by following the below guidelines:

1. Upload the log file of the scan that detected the FP. Log files (XP, Vista and 7) are located in:
Ad-Aware 8.x users
XP - C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Logs\Scan_<date information>.log
Vista and 7 - C:\ProgramData\Lavasoft\Ad-Aware\Logs\Scan_<date information>.log
Ad-Aware 9.x users
XP - C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Logs\Scan_<date information>.log
Vista and 7 - C:\ProgramData\Lavasoft\Ad-Aware\Logs\Scan_<date information>.log
Ad-Aware 10.x users
XP - C:\Documents and Settings\All Users\Application Data\Lavasoft\AntiMalware\History\<date information>.xml
Vista and 7 - C:\ProgramData\Lavasoft\AntiMalware\History\<date information>.xml
Right-click the file and select "Send to" - "Compressed folder". A new file with extension .zip will be created and it is this file you should upload.

Ad-Aware 11.x users

To generate the log file, in the Ad-Aware GUI:

- Click "Scan Computer" on the left menu

- Click on "View Report List" link

- Click "Details" beside the report that contains the detected false positive

- Click "Download Report" and save the file to your desktop

--If you're not sure which report contains the FP detection info you can check individual reports by clicking "Details, then""Download Report", saving the report to the desktop and viewing it.

-- The report file is in XML format. It's easier to read it in Notepad++

 

To upload the file, click on the Browse button within your post, navigate to the log file's location, select the file then click the "Attach the file" button.

2. If the detected application is downloadable, provide a link to the download location.

3. If you have access to the detected file, upload it as described above, however, please be sure to zip your file first and use the password infected since the forum will not accept the upload of .exe files or renamed .exe files.

4. If the detected file is not available, then a copy of the file from quarantine will suffice.
Ad-Aware 8.x users
XP - C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Quarantine
Vista and 7 - C:\ProgramData\Lavasoft\Ad-Aware\Quarantine
Ad-Aware 9.x users
XP - C:\Documents and Settings\All Users\Application Data\Lavasoft\Ad-Aware\Quarantine
Vista and 7 - C:\ProgramData\Lavasoft\Ad-Aware\Quarantine
Ad-Aware 10.x users
XP - C:\Documents and Settings\All Users\Application Data\Lavasoft\AntiMalware\Quarantine
Vista and 7 - C:\ProgramData\Lavasoft\AntiMalware\Quarantine

To upload the file, click on the Browse button within your post, navigate to the quarantined file's location, select the file then click the "Attach the file" button.

Thanks!

Edit to add: Vista location. LS Calamity Jane
Edit to update: Removed SE and 2007 (unsupported) and included 8.1, also added Win 7. Casey_boy
Edit to add and update: Added comment about zip-password and formatted the text slightly LS Digger Barnes (Jona)
Edit: Added quarantine locations and removed 2008 & AE references. LS Andy
Edit: Changed button name due to forum upgrade. CeciliaB
Edit: Added Ad-Aware 10.x. CeciliaB

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