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AV Kaspersky affects the proper functioning of Filr Desktop client 4.3.1.3

wlucero
 

Hello Filr community!, how are you?. I come yo you requesting your help.

We have a large customer using a large installation of Filr 4.3.1.3.
Users have different issues that are being generated by their current Kaspersky antivirus solution.

Customer scenario:

  • Kaspersky endpoint security v11.11.0.452 as client installed in all their WKS.
  • Filr Desktop client v4.3.1 (1474)
  • Kaspersky Security Center 13.2.0.1511 (central admin Kaspersky server)

We already created the following 2 exceptions on their main KAS server to exclude the Filr locations from Kapersky checking:

  • C:\Users\<User>\Filter
  • C:\Users\<User>\AppData\Local\Novell\Filr

note: Also please see attached the Filr Desktop App "whiteList exception" configured.

Filr Desktop App WhiteList exception

Problem:

  1. Some users reported an error when trying use the Filr Desktop client.
  2. While the most important and recurring problem is that Filr Desktop Client did not allow saving new versions of MS Office documents. Regardless of the location of the document (personal folder, home folder or netfolder) the user opened an office document (xls, word, etc) and after working on the document, Filr would not let him save the document, even worse if the user I was trying to save it under a different name.

In resume:

  • All the issues are with Filr Desktop client.
  • Is this just when editing files in the Filr Windows Desktop client.
  • They can edit OK files directly on the server on a mapped drive.
  • Filr works well without Kaspersky.
  • KAS is making Filr 100% unstable.

Do you have reported issues with any antivirus client that can be useful as a reference to find a quick solution?.
THANKS!.

Hugs from Buenos Aires - Argentina

  • Verified Answer

    +1  

    Would advise to try the following:

    1. Make sure you are at right place:
    Disable the lists per mode  'No restrictions'.
    If the issue is still there - it is something with access rights, not the lists.

    2. Change the mode to 'Whitelist and Blacklist'
    Suspect you will get a warning about  "extra" application - approve/denied it (depends on situation).

    Still no luck? - open a case with technical support.

    Note 1: unfortunately the mode change will affect all desktop clients (after the client makes a sync), therefore it is better to do p.2 quickly and outside of working hours, so the regular users will be not involved.

    Note 2: presence of "avp.exe" (antivirus Kas) in Whitelist is wrong. The aim of Whitelist is to allow "online file" download from Filr location. If antivirus is there then any virus scan in Filr's folder will cause a download of "online files" and cause unnecessary traffic. Of cause you have excluded Filr locations at antivirus setting, but still would advise to exclude any antiviruses from Whitelist.

    Note 3: Filr 4 is out of development support, please consider Filr 5 (the latest update is 23.2)

  • 0   in reply to   

    WOW, thanks for your rapid and excellent feedback Mike!! 

    1) File Upload File Type Blocking Restrictions current settings:

    2) Application Whitelist/Blacklist  - I'll follow your TIP changing after working hours the Whitelist & Blacklist settings 

    General notes:

    NOTE1: Taking other clients as a reference, do you have a recommended white list?.

    NOTE2: Before you answer me, just in case, yesterday I opened a case so that the client can feel the support of both the manufacturer and the community.

    NOTE3: We know that Filr 4 is out of development support, but we cannot migrate to Filr 5 without having this issue resolved. The client's priority is to resolve the issue first and then focus on updating, since strategically they do not want to associate the Filr upgrade to the problem.

    I'll look forward to hear back from you. THANKS for your safeguard!.

    Best regards.,

  • 0   in reply to   
    wlucero said:
    NOTE1: Taking other clients as a reference, do you have a recommended white list?

    Unfortunately, I do not have it. It is specific per customer [policies]

    wlucero said:
    NOTE2: Before you answer me, just in case, yesterday I opened a case so that the client can feel the support of both the manufacturer and the community.

    I am sure my colleague(s) will find a solution

    wlucero said:
    NOTE3: We know that Filr 4 is out of development support, but we cannot migrate to Filr 5 without having this issue resolved. The client's priority is to resolve the issue first and then focus on updating, since strategically they do not want to associate the Filr upgrade to the problem.

    Filr 4 is out of engineering support. Any issue, which requires a fix,  could be addressed only in Filr 5 (somewhere after 23.2.1)

    P.S. Yesterday I advised a test of the 'No restriction' mode for application lists, but you brought screen capture of 'File Type Blocking'. Not sure for what reason (as you have stated: - Filr works well without Kaspersky -).

  • 0   in reply to   

    THANKS Mike for continue giving me support on this!. Questions:

    1. Would you have a document or video describing the best roadmap and suggested good practices to achieve a success migration on customers having large Filr deployments like this?.
    2. About your advise test with 'No restriction' mode for application lists, you mean temp disable the use of 'File Type Blocking' right? Or also disable some other control?.

    Best regards.,

  • 0   in reply to   

    Walter, you better ask Robin (Redgrave) for this Innocent

    Use "Verified Answers" if your problem/issue has been solved!

  • 0   in reply to   
    wlucero said:
    About your advise test with 'No restriction' mode for application lists, you mean temp disable the use of 'File Type Blocking' right? Or also disable some other control?.

    My intention at p.1 was to test this mode (see in orange):

  • 0   in reply to   

    Hey Mike!, how are you?. GOT IT. 

    After sending you the previous message, I could understand that you were referring to the same thing.
    Earlier today I proceeded to leave Filr unrestricted and ask the client to proceed with the tests and then send me a report with the results.
    I'll be keeping you posted.Thank you very much for all the support!.

    Have a great weekend!.

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