CrossLoop: great product, but is it a trojan horse? - Update (1)
Just received a reply from CrossLoop with regards to a recent problem. No solution until AVG fixes it!
I am DISAPPOINTED. Read the email reply below.
While I trust that they have taken great steps in ensuring tight security, why are they offloading the problem to me? It may have been a better approach to take proactive steps to address this matter, either with AVG directly or by acknowledging it as a possible problem, on their website. I would consider AVG as a very popular free anti-virus software; this type of problem, irrespective of whether it is AVG's error, limits the CrossLoop user experience significantly.
This is what CrossLoop had to say in their email reply (pasted as-is):
Rule #1 with customer / technical support: "Never offload your problems onto your users!"
Related links:
I am DISAPPOINTED. Read the email reply below.
While I trust that they have taken great steps in ensuring tight security, why are they offloading the problem to me? It may have been a better approach to take proactive steps to address this matter, either with AVG directly or by acknowledging it as a possible problem, on their website. I would consider AVG as a very popular free anti-virus software; this type of problem, irrespective of whether it is AVG's error, limits the CrossLoop user experience significantly.
This is what CrossLoop had to say in their email reply (pasted as-is):
Greetings from Crossloop tech support,
Thank you for using Crossloop and for the report! We appreciate your support. It has been brought to our attention that AVG Software is identifying our file CrossloopConnect.exe as a Trojan Virus. This is a mistake on their part. We at Crossloop are very serious about security and have done everything in our power to make Crossloop safe to use. Please go to the following page of our Web Site if you would like to read about our Security model http://www.crossloop.com/security. Please note that no other antivirus software identifies CrossloopConnect.exe as a virus. Please report this mistake to AVG so they can correct it.
Regards,
Joseph Stark
Tech Support
Crossloop Inc.
Joes@Crossloop.com
www.Crossloop.com
Stay 'in the loop" @ the CrossLoop Blog http://crossloop.typepad.com
Rule #1 with customer / technical support: "Never offload your problems onto your users!"
Related links:
Labels: bugs, software, user experience, windows
posted by Praveen at
12:05 AM
11 Comments:
Praveen - thanks for your email and taking the time to bring this to our attention.
I wish we could delight you and things were as easy as turning on a switch! But we are a small company with a very new product in the market and not a lot is in our control :)
We are currently trying to contact the AVG folks to walk them through our technology and ensure that our product, and very importantly the team, has a strong history of building the best with a lot of credibility. In fact, our CTO - Tom Rolander, who built the product has been recognized in the book "They Made America" for his contribution to the invention of the PC software industry.
I dont believe, many makers of Trojan or malicious softwares expose themselves as we do :)
Again - please bear with this small co. as we try and work with the bigger groups and associations there.
Finally, at the end of the day, what excites us most is that users like you care and bring us excellent feedback, we listen and then we try our possible best to delight you. Thanks again for taking the time to bring it to our attention.
@mrinal: Appreciate the reply! No worries, as I remain a fan of CrossLoop, and respect your team's credibility in the space. Looking forward to getting my CrossLoop up and running again, soon.
Keep up the great work -- persistence keeps the ball rolling!
I experienced the same problem with McAfee enterprise edition. To get around the problem:
1 - I disabled McAfee On-Access scan.
2 - Installed CrossLoop.
3 - Told McAfee to trust any file in the CrossLoop installation folder. Viruscan Console->On-Access Scanner->Viruscan On-Access Scan Properties->All Processes->Detection->Exclusions->Add... (x:/Program Files/CrossLoop)
4 - Enable McAfee On-Access scan.
I have guided a couple of the people I support online through this process and they didn't have any problems. CrossLoop sessions worked perfectly. I wasn't able to help any of my clients that are running AVG though. I really like this product and I hope that they can work with AVG to solve the problem.
Best regards,
Alejandro Quesada
As I read my previous comment I realized that in step 3 it may be a bit dangerous to tell McAfee to trust ANY file in the CrossLoop folder. Instead one must be more specific and tell McAfee the exact name(s) of the files(s) to trust in the CrossLoop directory. Their names escape me right now.
Regards,
Alejandro Quesada
Also I have to clarify that my clients are running the free version of AVG. I saw a exclusion capability in the AVG professional version but it works with file extensions only which in this case is useless if one wants to exclude CrossLoop files from the scanning process.
Regards,
Alejandro Quesada
@Alejandro: thanks for sharing your experience here!
Praveen - same comment as on the other post that based on our work with Grisoft, they have informed us that the problem has been corrected in their AVG Anti-Virus software that was falsely reporting CrossloopConnect.exe as a Trojan Virus. Their update on 7/13/07 at 3:41 P.M. has fixed the problem.
We are very pleased with the speed with which Grisoft worked with us!
@Alejandro: Thanks for being such a fan and sharing your good experience with CrossLoop!
Have a good weekend
@mrinal: thanks for the update! Appreciate the quick fix, and I'm glad to have CrossLoop working again. I've posted an update here.
nod32 thinks its a virus too..
http://www.scottsnyderonline.com/crossloop.jpg
GData Total Care 2009 also thinks it's a virus/trojan. :-( I will try Teamviewer.
Windows Defender also think it's
a trojan win32/tightvnc
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