debr
Jun '13

I've had two emails today about virus software interfering with downloads. One individual (using McAfee) said: "When I clicked on the link to download them [my PDFs], the message was that there was a virus with them and I couldn't view or print them...I have tried all ways of downloading, saving etc. to get my 3 new patterns [PDFs] and they all tell me they have a virus in them and they have deleted them from my system." I'm on a Mac, running Nortons and I know that I don't have a virus, nor do the PDFs I sell so I don't know what to tell this customer. The second customer flat out accused me of trying to infect her system with a virus. All other sales (at least 20 in the last 24 hours) have been fine. I don't know what to tell these customers, though, especially the one who accused me of trying to infect her with a virus. Do you have any verbage that I could use to copy and paste into emails for such occasions and any reason as to why this is happening? Any info appreciated.

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    Jun '13

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    Jun '13
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E-junkie_GuruWebmaster & Support Guru
Jun '13

Just to be sure, you may want to use "Send Free Download Link" in your Seller Admin to send yourself a link for the same product(s), so you can rescan them to confirm they are virus-free (be sure to update your virus definitions first). Feel free to forward the link to our support team as well, and we'll be glad to scan them with some Windows-based antivirus scanners for you:

https://www.e-junkie.com/ej/contact.php



Some browsers and antivirus software will display a warning about downloading filetypes that CAN contain viruses (e.g., .exe, .zip, .pdf, .doc), even if they have not detected any virus in the actual file itself. They may also scan files using a heuristic (analysis method) that looks for bits of data that COULD indicate the presence of a virus, which may display a warning even if they have not identified any actual, known virus in the file itself. Sometimes an update to AV software's virus definitions can introduce a new definition that produces a lot of false-positives where no actual virus is present; this is usually resolved within a day or two by the next virus definition update.