Starting this weekend Chrome browser is flagging the download remote support as dangerous. I checked the SSL cert (active), I checked the app signatures, Simple Help LTD.
Anyone else seeing this?
Thanks
We’re seeing this today as well. Last week was all good.
And Chrome has a very convoluted way of getting at the download:
→ Go to the Chrome menu (three dots)
→ Choose “Downloads”
→ Find the blocked download and click on the three dots
→ Choose “Download dangerous file”
Not great for customer facing stuff, but I also get that this is a Google/Chrome thing, and not necessarily SimpleHelp’s fault.
We have seen BitDefender flagging our installed Remote Access packages as malicious, and blocking access to our server for heart-beat check-ins.
Well this is an issue for simple help, how does Team viewer, Anydesk, and a range of other products avoid this issue? I get it, many of us host our own servers and there probably are cases where this system was used as an attack vector but punish all of us? Remote support will probably go the way of EV code signing where you have to give blood samples and an insurance policy to operate.
I also happens with Sophos : we sent the exe to be trusted to Sophos - but its a nightmare
also getting blocked / removed from installs is the Launcher
currently C:\ProgramData\JWrapper-Remote Access\JWrapper-Remote Access Bundle-00121629388\JWrapper-Remote Access-00121629388-complete\Remote AccessWinLauncher.exe
we keep excluding the whole folder still it comes back after each update
Hello…Did you ever hear back from Sophos on this issue? We have over 600 Sophos Endpoints and this is proving to be quite painful. Did you try to exclude the RemoteAccessWinLauncher?
yes they said just to exclude it in the global policy - which has been working
I have 5.5.9 installed first started for me with Kaspersky with installed SH on clients machines which constantly popping up with the JWrapper. I kept adding the base folder and any other files to the exlusions to no avail, my fix has been to tell customers that Kaspersky needs replacing next subscription.
But in last 3ish months. Browsers started saying the file was dangerous which I was just able to tell customers to click on the ‘keep’ in the download window, but I have noticed in last 4 weeks that chrome just blocking the file with no options.
My current work around has been to get them to download teamviewer quicksupport connect to their machine and then transfer the SH file to their computer and open and install. What also started happening is Windows Defender is now saying the file is suspicous and have to click on Run anyway. It looks really bad for customers who are seeing all these virus warnings.
I am fairly busy with running the IT support business and all the other things needing attention so I can’t give it the time it needs.
Ahh… I assumed this was because I haven’t upgraded SH (as I’m hoping to retire!)… spotted in Edge over past week or so.
I think worked out something today. On some computers it does not allow the file to be downloaded at all not even give options to keep. In windows security on the customers computer there is an option for app and browser control. It is not turned on by default, but i am thinking if this is turned on this is what is blocking the file completely from being downloaded.
Also if you google simple help virus there is a world wide alert that one of the versions 5.5.7 or something like that has a major security hole, I am running 5.5.9 will probably have to save up and do an upgrade in the next 12 months as getting pretty annoying with customers seeing loads of virus warnings and having to comfort them that its not a virus.
