Website is being reported as unsafe
closed
Denny Dido
Our site is being reported as unsafe by browsers on iPads, iPhones, and android tablets and phones. I have had this personally for several months and ignore the warning but now I, the webmaster am getting calls concerning this issue. IOS and Android act the same but windows and macOS are OK.
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Meredith Owens
closed
We have never identified a legitimate security issue in these cases, and each time we've investigated a page, it’s been a false positive.
Antivirus programs are not perfect and are often intentionally designed to be protective, which is why false positives are normal, even if rare. This is why these companies allow users to submit false positive reports, which our customer success team is happy to help fill out on a community’s behalf!
If you're alerted to one of these messages, please contact our customer success team and share a screenshot of the detection that was received. We can review the website from there to determine if this is a false positive and then report it to the antivirus program. Generally, when reported, the antivirus program will remove the false detection within 72 hours.
Information for contacting our customer success team is provided here: https://help.hoa-express.com/en/articles/2390052-contact-our-customer-success-team.
Gary Tiffany
I've had this happen, too, on one of the HOA websites I run. It especially happens when going to pages with restricted access, like HOA documents. I use Chrome on Windows 10 and Malwarebytes. I've attached a screenshot of what I see.
Meredith Owens
Gary Tiffany: We've found no security issues on your website. Therefore, this is a false positive (false detection) from Malwarebytes. I'm afraid their software doesn't allow our team to report the false positive on your behalf.
However, as a user of Malwarebytes, can report this false positive to their team, so they can remove that message from appearing. In the past, they've been able to remove these false detections within a matter of hours. Instructions for how to report this are provided here: https://support.malwarebytes.com/hc/en-us/articles/360038524154-Report-a-false-positive-to-Malwarebytes-Support.
Meredith Owens
Denny Dido: Would you please provide us with what browsers are being used when this message appears? Also, a screenshot of the message reporting the website as unsafe will help us look into this.
Stuart Kerr
Meredith Owens: i reported this bug as well. It shows up as a trojan by bitdefender whenever i go to the admin page. I've reported several times over the past several quarters. You guys told me not to worry but clearly others are experiencing this as well. How can you verify that it is not a virus when multiple customers all experiencing the same thing???
Meredith Owens
Stuart Kerr: Please review the closed message on this post. Our customer success team is happy to look into this on a case-by-case basis to determine if this is a false positive from the antivirus program!
Stuart Kerr
ok, can you guys please get this error repaired/resolved so it stops happening and then get back to me so i can set my community at ease??
Stuart Kerr
one question i do have is if SO many of your customers are seeing this, how can you be so sure that a real virus has not gotten past your internal checks? You are only a small company and cannot have a very large security group. Can someone do a deep dive and confirm that there is no malicious code in there??
Meredith Owens
Stuart Kerr: We've reported the false positive for your website to Bitdefender's team. They've responded that this false detection should be removed within the next 72 hours.
Meredith Owens
Stuart Kerr: Security is a top priority for our company, and to that end, we've developed the strongest security practices in the industry. Most components meet or exceed the level of security you'd find with your bank's website. For a more detailed look into some of the security measures we have in place, you’ll want to review the following article: https://help.hoa-express.com/en/articles/2340910-how-we-keep-data-safe-and-secure.
We also power thousands of community websites across the globe, which are used by millions of people, and in that context, these false positives are exceedingly rare. In each instance that we've been made aware of this type of message and have investigated the website, we've never identified a legitimate security issue.
With each false positive we identify, these can be reported to the antivirus programs for them to review. This allows them to ensure it is indeed a false positive and remove it within a short window of time.
B
Bwe Siteowner
Meredith Owens: good morning. i'm seeing the error on more pages now. I know you said you reported it so i wanted to make sure you reported it domain wide.
Meredith Owens
Bwe Siteowner: Thank you for sharing this! It looks like they flagged a page that doesn't exist on your website. Even still, I went in and reported to Bitdefender that your website being flagged is a false positive. They responded that this should be removed within 72 hours.