⚠ Issue:
When accessing Microix remote connection via https://simplehelp.microix.com , your antivirus software may flag the installer as a malware threat. To prevent this, please review the explanation provided by Simple-Help (the developer) regarding the cause and resolution.
✔ Resolution:
The best thing to do here to address this quickly is if you upload the files being flagged directly to the security vendors' false positive report mechanisms (usually on their site and/or within their application). That will prompt them to properly investigate the files and correct their software to exclude them from future detections.
For Defender, this is at https://www.microsoft.com/en-us/wdsi/filesubmission/
For context: Pretty much every provider of remote access, control and monitoring software is impacted by false positives from security providers now and again. The current trend among them is to use heuristic/vague-pattern-matching detectors that can't always separate legitimate remote control software from malware. Some providers will therefore automatically block customer SimpleHelp instances despite our reputational standing, our digital signing and our pre-emptively sending files to major AV providers on release versions. This helps, but each SimpleHelp instance is unique and any differences can be enough for security products to trigger erroneously.
We've also observed that security products are more and more factoring in "trust scores" for origin URLs and what URLs a program tries to connect to. We've seen users being blocked purely because the AV doesn't recognise the server's URL, or has assigned it a low trust score at some unclear threshold.
No amount of us sending them our own instance's files for verification will change the above: This issue is inherent to their product offering and their choice to use AI/heuristics, which while it's industry standard for good reasons, will always negatively impact software developers especially for remote access software. Until their automatic definitions systems improve, this is simply a reality we have to live with!
If you upload the files they're flagging to their false positive report services, they should at least investigate and exonerate your files or indeed your own server URL and remove them from their malware definitions list.
Kind Regards,
SimpleHelp Ltd (the Developer)