This is totally unacceptable and shows the level of respect for your customers (which is clearly very low). You perfectly understand that your advice to fix the issue by adding the software to exceptions don't work in this case. However, you are doing exactly that - you decide for your customers what legitimate software they can or cannot use. I would like to remind you - and any other antivirus software vendor for that matter - that your job is to protect your customers' machines against threats, not to dictate which software they (customers) are allowed to use on their own machines. How can the user add the software to exceptions then if it's gone and there's no access to the machine? If antivirus software, such as BitDefender - blocks or removes the remote component from the machine - the machine is no longer accessible.
Unattended remote machines may only be accessible remotely. But that doesn't work for remote access software due to its nature. Instead of just whitelisting our official builds - clean and digitally signed - they keep giving advice on how to add them to exceptions. Frankly speaking, we have no idea why BitDefender is so extremely hostile towards our software despite the fact that it's no more dangerous than any other similar software. You can consult: and for more detailed instructions on how to set exceptions. If the file is detected by Advanced Threat Defense, temporarily turn off Advanced Threat Defense, restart the computer, manually restore/reinstall the files, set an exception for the detected file(s) for the Advanced Threat Defense module, then turn the module back on. Is the file detected by Bitdefender Shield or by Advanced Threat Defense? If it's detected by Bitdefender Shield, simply set an exception for the C:\Program Files (x86)\Remote Utilities - Host folder, then manually restore/reinstall the files, if restoring from quarantine directly to that location does not work. You can submit the files for analysis here: Īs a workaround in the meantime, if you trust the application, you can set an exception.
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