Agent or Probe is detected as malware or trojan

Last Modified

Sun Mar 22 23:59 GMT 2020

Description

  • Occasionally, various 3rd party anti-virus solutions may detect the Windows Agent and/or Probe software as being infected.

Environment

  • N-able N-central
  • Windows Agent

Solution

  • This is caused by occasional refinements on how these third party anti-virus programs analyze software, especially those that use heuristic analysis.
  • Generally, only the customer-specific versions of the software are detected.
  • The reason is that the customer specific installer is not signed.
  • We can't sign it as it is built on-demand for that N-able N-central customer.
  • To resolve, use the generic version of the agent/probe software instead of the customer specific versions.
  • These will still ask for a customer ID (the three digits starting the name of the agent/probe customer specific installers)
  • Therefore, the agents will still show up under the correct customer/site.
  • You can also temporarily turn off Windows Defender when installing Windows Agent.