Antivirus software stopping you from installing?

Ryan Douglas

Ryan Douglas

Administrator
Staff member
I talk here about the recent spate of antivirus software false positives, and I talk here about a secondary way to fix the problem when the Launcher and/or LauncherHelper are affected.

Antivirus software is also sometimes interfering with product installation. The root problem is the same: it incorrectly believes the product installer contains malicious software.

Unlike the Launcher and LauncherHelper, if this affects you there is no need to download a file, because the one you need will always be right there on your product DVD/in the downloaded installer package.

The fix should be to:
  1. Tell your antivirus software to ignore/allow the RealFlight installer (see filename below).
  2. Attempt the installation again.
Assuming your Windows installation and temp directories are in the default locations, the file you must allow is:
C:\Users\<Your Username>\AppData\Local\Temp\KEInstaller\kesetup2.exe
 
I ran into this issue (and btw. I have till now no reply from the customer support) and I whitelisted the files now all is good. I am working in this industry so no big deal but I guess a lot of buyer which have not all the necessary knowledge to solve this issue are disappointed and maybe they post there bad exp. in the net. This can ruin your reputation. Just my two cents.
 
We believe we have a general solution for this false positive issue now, and we have a workaround in place for users with an otherwise working installation who are unable to do things like update. We don't currently have anything like that for users who purchased 9.5 brand new and can't install it, though.

We will pursue that further.

In the meantime, the best workaround remains the steps I outlined above.
 
Ryan Douglas said:
I talk here about the recent spate of antivirus software false positives, and I talk here about a secondary way to fix the problem when the Launcher and/or LauncherHelper are affected.

Antivirus software is also sometimes interfering with product installation. The root problem is the same: it incorrectly believes the product installer contains malicious software.

Unlike the Launcher and LauncherHelper, if this affects you there is no need to download a file, because the one you need will always be right there on your product DVD/in the downloaded installer package.

The fix should be to:
  1. Tell your antivirus software to ignore/allow the RealFlight installer (see filename below).
  2. Attempt the installation again.
Assuming your Windows installation and temp directories are in the default locations, the file you must allow is:
C:\Users\<Your Username>\AppData\Local\Temp\KEInstaller\kesetup2.exe
Click to expand...
I copied Launcher.exe and launcherhelper9.exe to C:program Files\Common files(86x)\KnifeEdge and then went to the firewall and suspended checking for 15 minutes.
 
Ryan Douglas said:
We believe we have a general solution for this false positive issue now, and we have a workaround in place for users with an otherwise working installation who are unable to do things like update. We don't currently have anything like that for users who purchased 9.5 brand new and can't install it, though.

We will pursue that further.

In the meantime, the best workaround remains the steps I outlined above.
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The thing is if sb bought software for such a high price (MS Office abo is cheaper) he expect that everything is working as promised but unfortunately this is not the case! The user stumbled from one issue into the other and he have to spend to much time for useless investigations and the customer support is not reacting or answering customers emails?!
Sorry this are the facts. For a proper next release I would strongly recommend to bring a perfect Test and Test Management in place.
 
12oclockhigh said:
Mr. IvanRudolfinsky,
You realize the problem was caused by others after the release of the software. RF9 came out more than a year ago. The Russian virus guys wrote something that the American virus detectors had to catch. Knife Edge responded rather quickly and resolved the issue. What more can you expect of software that costs LESS than Microsoft Office.

Herr Good'nuff
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Very useful comment ! Thank you very much ! Do you have something from interest about the topic ? Maybe the answer why Knife Edge have not organized the needed certificates (if you don't know what this is let me know I will explain it to you) for AV vendors ?
 
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Folks: I’m still new to RC flying and this RF9.5 Sim, but not to flight Sims or computers. My first machine was a Kapro-64, back when Bill Gates was in 8th grade. Too bad most of today’s users don’t have those learned skills. And yep, I had several issues with the install, but with help from several posts / threads, I got them all resolved in very short order. Norton360 was the first problem (note: I have Win-7’s built-in defender firewall disabled; never run two AV’s on any machine). I put the CD in my drive, up came an Alert about some HUER-something file being blocked. I hit the upper Rt drop-box and clicked Exclusion. When I saw this issue, I came to Knife Edge Forum, and then manually added both Launchers’ files, and setup files, et. al. to both Exclusion strings in both of Norton360’s exclusion tool boxes. Sim loaded just fine as did registration. But to update, well, Knife Edge created properly signatured launcher files to replace the original launcher files with invalid, outdated, or corrupted signatures. But a secondary issue arose. I have both MS-Edge and Google-Chrome, neither have security tool boxes you can modify, and both have a new aggressive version of Windows Defender firewalls. Solution to get this download? I reverted back to Internet Explorer. Yep, in it came to my desktop, and it installed perfectly to 9.5.024. Don’t know about McAfee AV or other internet browsers but, I got 6- hours flying time on this Sim in the past 6- days, with zero issues. Great Sim. Good luck.
 
12oclockhigh said:
You mean they did not pay the AV toll tax? Nothing like forcing a lawful business into extortion plot. Scare their customers into paying a higher price for. Nothing?
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Seriously ?

I am sorry but If you reply with something which is worth to answer this is highly welcome if not I will not waste my time forward with sb who hides his identity behind "12oclockhigh" and bring up such "poop".
To explain sb like you what I (or a lot of other customers) expect from a software vendor and his support is a waste of time.
 
12oclockhigh said:
Yes, seriously. While you are cowering in the cave. I am using my computer. I just don't do porn.
Yes the AV people are extracting a ransom for the OK to exist. You get to pay for that. Take a look at the "Russian" hack, where were the AV people preventing that. AV is somewhat a JOKE, and you know it.
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One last try. Lets think we have 2014 and you buy a VW Diesel. You pay the full (high) price and expect a "clean and modern" fancy car (no matter if you like German cars or not). Then 1 1/2 years later you found out that VW have manipulated the car in the way that you have the "damage". I assume you know the end of the story and you can see the parallels. Ahhh.... I hope it is clear now for you why I brought this topic up ?
Never the less the conversation ends for me at this point. I hope honestly that i was not (to) respectless and I wish all users a "Merry Christmas and a save happy new Year !"

(Ivan)Rudi(olfinsky)?
 
Ryan, please add HitmanPro.alert (HMP.A) to the list of AV tools that will not allow keinstaller.exe to launch.

I was able to get the digital download from Horizon and install RF9.5 after disabling many features of the AV tool. I was able to launch RF9.5 and get the .031 update (I can also launch RF and fly). At this point I fully enabled HMP.A and relaunch RF9.5. Immediately HMP.A states problems with LaunchHelper9.exe

There are many dump files generated by HMP.A that may help your SW team. I am willing to send those directly to them if it helps with the numerous AV issues being seen.
 
An update if HitmanPro.Alert (HMP.A) continues to see the RF Launcher as a Trojan.

I was able to find where HMP.A allows the user to add exclusion files. It is buried and a little difficult to find, but I will give the path to add Launcher9 to the exclusion list. Once the launcher path is given, RF9.5 opens!

Open HMP.A and select Exploit Mitigation, then select Application. Scroll to the very right and you will see an exclude column. From there, select Add Exclusion (Browse to application). When the Explorer window appears, go to your install directory and select Launcher9.

The default install directory should look similar to: C:/Program Files (x86)/RealFlight9/Launcher9
Repeat this process for the RealFight file too: C:/Program Files (x86)/RealFlight9/RealFlight
 
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I tried to install RF9.5. The WIN 10 Defender AV showed two trogans in the launcher. I disabled the AV (against my better judgement) and the program loaded. It ran ok, but started doing odd things after a bit. I have now uninstalled the whole thing and requested a refund from the supplier.
Why would a great program like RF 9.5 have this problem, with work-arounds(should not be needed) to function? All of the previous RF programs have loaded ok and worked fine, w/o 'work-arounds' (I have a few of the previous versions). I am going to stick with those until KE can get it right. Thank you.
 
I am having a similar issue. I've got Norton 360 Deluxe and it really, REALLY wants to kill RF9.5. I disabled all protection and was able to install the software. Then, suddenly a day later, it killed the .exe file again! This has happened twice now. Sigh. Any ideas?
 
JBlycker said:
I am having a similar issue. I've got Norton 360 Deluxe and it really, REALLY wants to kill RF9.5. I disabled all protection and was able to install the software. Then, suddenly a day later, it killed the .exe file again! This has happened twice now. Sigh. Any ideas?
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Did you update to the latest version? (9.50.031) It has signed exe files that are suppose to fix these problems. And don't worry there isn't a virus in RealFlight it's just some code they used to stop hackers which sometimes appears to AV software as a virus.
 
I can't speak for every AV tool out there, but I know that v9.50.031 digital signature(s) did not fix the launch executable in HitmanPro.

The initial install creates a temp directory in which the keinstaller is decompressed into. It is near impossible to predict this path, so the AV tools need to be completely disabled for the initial install. While the AV software is still disabled, launch RF9.5 and get the .031 update. Once that is done, activate all features of your AV tool. If a "trojan" is detected upon launching RF9.5, then the digital signatures didn't work. You will have to set exclusions in your AV software for the two launch executables I mentioned above .

I hope that helps you out.
 
dke56 said:
I can't speak for every AV tool out there, but I know that v9.50.031 digital signature(s) did not fix the launch executable in HitmanPro.

The initial install creates a temp directory in which the keinstaller is decompressed into. It is near impossible to predict this path, so the AV tools need to be completely disabled for the initial install. While the AV software is still disabled, launch RF9.5 and get the .031 update. Once that is done, activate all features of your AV tool. If a "trojan" is detected upon launching RF9.5, then the digital signatures didn't work. You will have to set exclusions in your AV software for the two launch executables I mentioned above .

I hope that helps you out.
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Thanks for the info I haven't totally kept up with this issue I just knew the exe's were digitally signed and they worked for me and lots of others. Too bad their latest code has caused so many problems.
 
I've been using G4 for 10+ years without issue and figured it was time to ask Santa for the latest. I was just surprised to see that KE released this. I imagine Horizon Support has/is being flooded with calls and not too thrilled about it. Hopefully KE comes out with another update soon...
 
JBlycker said:
I am having a similar issue. I've got Norton 360 Deluxe and it really, REALLY wants to kill RF9.5. I disabled all protection and was able to install the software. Then, suddenly a day later, it killed the .exe file again! This has happened twice now. Sigh. Any ideas?
Click to expand...
Suggest you ask for refund (received my refund last week). I'll come back when Knife Edge figures out how to properly sign their software installer.
 
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