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When I try to install Nitro PDF Reader (which I downloaded from your site) I get a warning from my AV software, Kaspersky that says that it is a virus: HEUR:Trojan-Downloader.Win32.Generic
What's up with that?
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Official
Response
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Symptom
When trying to install Nitro Reader directly through our website or through our update manager you receive an error "windows cannot access the specified device, path, or file. You may not have the appropriate permissions to access the item."
Cause
This specific detection by Kaspersky encompass a wide range of malware, using techniques developed by the engineers and virus analysts at Kaspersky Lab the installation file is flagged by Kaspersky as “Heur.Trojan.Generic”. This is a file that is deemed to have the characteristics of malware after being analysed by the Heuristics engine, but one that has not yet been specifically analysed by the Kaspersky Viruslab. In this case it is falsely identifying the installation file based on parameters defined within the application.
Resolution
We are currently working with Kaspersky to get this issue resolved, for the moment however you are able to pause protection, needed only throughout the installation process, once installed this can be enabled again.
You can do this by right clicking on the application tray icon and pausing for 5 minutes during installation.
Thanks,
Alex
EMPLOYEE
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1Dear Matt,
Sorry about that.
No we are not a Virus try updating your virus definitions and see if that helps.
Or you could try a different anti-virus program.
Cheers,
-- Nitro Team-
matt January 20, 2011 23:43No offense but I'm not willing to give up Kasperskey just to download and try your app. I download a lot of software and have never had a warning about any legitimate software except yours. I have no doubt that your software is completely safe, but clearly there is something strange about your installer that is causing the problem. It's all the same to me but I would imagine you'd want to contact them to figure out why you are being flagged. You may not have a lot of people contacting you about this problem but consider the number of people who simply dismiss Nitro PDF the moment its flagged as a virus.EditDeleteRemove
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Hello,
Is anyone else seeing this problem still? We have reached out to some antivirus vendors in order to make sure we're not connected to known viruses.
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Kaspersky is doing it to me. -
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BitDefender is also doing the same...
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And I have installed NitroPDF and I'm using it for a long time, but yesterday BitDefender idenfied it as a Trojan.Generic.7048579 and deleted it.
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BitDefender has been identifying Nitro Pro for a long time as a virus and preventing it from running, I have not previously heard of this behaviour however and will be reaching out to them. Before I do this however can I confirm that your Virus Definitions within BitDefender are upto date ?
Can I get you to re-install using an installer from our Download Area on our support page, once installed can I get you to add Nitro Pro to BitDefenders white list ? This post highlights this process if you are unsure.
It would be great if I can also confirm the level of protection under AntiVirus you have set within BitDefender when this occurred ?
Many thanks,
Alex -
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Updating Def's hasn't helped. Kaspersky still calls it a trojan.
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Hi There,
I have replied to your previous post, it would be great if you could reply here.
Cheers,
Alex -
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I also have Kaspersky, and it is being detected as a virus.
4/17/2012 9:39:12 PM Detected Trojan program HEUR:Trojan-Downloader.Win32.Generic C:\USERS\MYNAME\APPDATA\LOCAL\TEMP\NITRO_PDF_READER_X64.EXE High
Can this be resolved? I'm using Kaspersky Endpoint Security 8 for Windows. -
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Symptom
When trying to install Nitro Reader directly through our website or through our update manager you receive an error "windows cannot access the specified device, path, or file. You may not have the appropriate permissions to access the item."
Cause
This specific detection by Kaspersky encompass a wide range of malware, using techniques developed by the engineers and virus analysts at Kaspersky Lab the installation file is flagged by Kaspersky as “Heur.Trojan.Generic”. This is a file that is deemed to have the characteristics of malware after being analysed by the Heuristics engine, but one that has not yet been specifically analysed by the Kaspersky Viruslab. In this case it is falsely identifying the installation file based on parameters defined within the application.
Resolution
We are currently working with Kaspersky to get this issue resolved, for the moment however you are able to pause protection, needed only throughout the installation process, once installed this can be enabled again.
You can do this by right clicking on the application tray icon and pausing for 5 minutes during installation.
Thanks,
Alex -
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Alex - Thanks, but the work around above is for installation. Unfortunately, the detection I noted above is Kaspersky labeling Nitro as a virus when Nitro is already installed. I would call this annoying rather than critical. I just means that I need to constantly check Kaspersky status, as it is always in alarm.
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The file you mention C:\USERS\MYNAME\APPDATA\LOCAL\TEMP\NITRO_PDF_READER_X64.EXE is simply the installer, once you have installed Nitro Reader you can delete this file yourself if it is causing issues, it is only required when upgrading.
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I was now able to install with the above instructions. I had tried these instructions in the past, with no luck, but I think the current download of Nitro Reader is a newer version than what I was trying before.
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I will not install nitropdf under no circumstances. fix it
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Hi Martin,
Thanks for your post, I can understand your concern and we are working with Kaspersky to identify why there Heuristic engine is identifying Nitro Reader's installation file as a virus.
As Heuristic technology goes however methods that use educated guesses and intuitive judgement will not always be 100% accurate as is in this case.
If you are aware that Kaspersky is falsely identifying a program as a virus it actively recommends reporting this through there viral lab website.
Thanks,
Alex -
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I’m
worried
Trying to print a PDF alerts Kaspersky with a warning message, see screen shot attached (in German)
This reply was created from a merged topic originally titled
Warning message. -
EMPLOYEE
