Virus Protection software declaring links as unsafe

I have a fairly irate client who is concerned that virus detection software is showing that the web version of the email campaign as an 'unsafe' site. Also when someone goes to unsubscribe, it appears with strong warnings about the site being involved in online scams and fraud.

I have told her that there is nothing that can be done, but they are insistent that this should not be happening, and is embracing for the business to be associated with this type of site.

Is there anything that can be done to avoid this PLEASE?

I presume the software is detecting this because of the random characters in the URL, I'm not sure.

Can anyone suggest a solution or technical reference to what I can do, otherwise I may be forced to sue another platform, which I would not be happy about.

Thank you

roshodgekiss roshodgekiss, 5 years ago

Hey there HEREDOWNUNDER, I can confirm that we've had issues with sending to recipients with Kapersky / Trend Micro installed on their machines.

In response, we've made a change to our software, which will prevent campaigns from being flagged by the Trend Micro and Kaspersky security software, by replacing the affected domain names in all campaigns you send from now on.

This should solve the problem for all your subscribers, making it safe to send new campaigns.

If any users in your account are using Trend Micro or Kaspersky software themselves, they may still see warnings or problems with your account, so check out the following links for how to set up exceptions for the domain names, and on your computers:

If your users have Trend Micro software:
If your users Kaspersky software:

Normally these kinds of listings would be removed within a day or two, but in this case a few of our domains are still listed by both Trend Micro and Kaspersky 5 days after the problems started.

Unfortunately they're giving us very little information on why our domains are still listed, but we suspect that they may be re-listing us continually, even though the offending phishing links have all been disabled since we first sent Trend Micro and Kaspersky the delist request.

We know this is as frustrating for you as it is for us. We'll continue looking at ways to not only have the listings cleared, but to also better handle this type of situation again so it has less impact on our application and to all our customers. This was an early step in that direction, by limiting the impact to the app itself, so that the emails you send will be received without any scary warning messages.

Hopefully your subscribers stop seeing these messages from now on in - understandably, its been a really awkward few days. If you still receive these reports, be sure to let us know.

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HEREDOWNUNDER, 5 years ago

THANKS Rosanne. Hopefully this will resolve the issue. Cheers

drdada, 5 years ago

I just had someone complain about a virus warning when clicking on some links in a recent campaign (sent 18 Sep). However, he wasn't using Kaspersky or Trend Micro; it was Norton Antivirus that produced the warning. So, it looks like the problem hasn't been resolved after all. :-(
Regards, Jonathan (Art Gallery of NSW)

ckilgore, 5 years ago

I also just had a complaint from someone using Norton.
:: christy ::

roshodgekiss roshodgekiss, 5 years ago

Hi drdada and ckilgore, we're really sorry about the trouble here - unfortunately, one of our sending servers was listed as a threat by Norton, after a customer used our service to send a limited amount of spam. We rapidly shut down this server and closed this customer's account, but sadly, campaigns sent via this machine prior to this happening were marked by Norton, due to having the same sending domain as this errant customer.

We have brought this to the attention of Norton and should be delisted in the next day or so. In the interim, we're not sending campaigns via this server.

drdada - Norton maintains a different list from Kaspersky or Trend Micro. Unfortunately, all email services have troubles from any one of these anti virus systems, for reasons usually similar to the above. It's incredibly frustrating for everyone involved (spammer not included), but we're trying our hardest to keep the bad guys out, while not inconveniencing good guys like you. Usually, it takes a day or so for these things to sort themselves out and for the warnings to disappear.

We're really sorry for the wait here, as well as the trouble we've caused with your campaigns. Hopefully we'll be back to normal shortly.

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