My customers who purchase digital files from me get an error when attempting to download the file from the download page, stating that it may contain a virus or malware. This has customers concerned.
Topic summary
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Issue: Customers see a virus/malware warning when attempting to download purchased digital files from the store’s download page.
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Setup: Downloads are delivered via the Filemonk app (filemonk.io).
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Initial checks: A community member tested Filemonk; downloads use HTTPS and Chrome didn’t flag any warnings. Safari hasn’t been tested yet.
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Likely cause: User-side antivirus software may be generating the warning rather than the browser or Filemonk. Filemonk launched in 2022, so some antivirus vendors may not have it whitelisted yet.
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Recommendations:
• Ask affected customers which antivirus/security suite they use.
• Share that information with Filemonk so they can contact those vendors for whitelisting.
• Inform customers they can add Filemonk as a trusted source if comfortable.
• Ensure the Filemonk app is up to date; if newly installed, an update is less likely to help. -
Status: Unresolved. Next steps include testing on Safari and coordinating with Filemonk/antivirus vendors to address potential false positives.
Hello,
Are you using a third party app for this feature?
I’m using Filemonk for the digital files.
I setup up an account with them to test everything out. Everything looks fine on the filemonk.io end. HTTPS is being used and Chrome isn’t flagging it. I have not tested it out on Safari yet but I imagine it has more to do with the customers personal virus protection on their computer. If it is the virus software, then that would mean filemonk.io needs to get in contact with the virus protection company to add them. The user of course can add this company to their list of trusted sources but I totally understand why they would be concerned. I personally would ask the customer if they have a virus protection on and if so which provider they use. Then you can report this information to filemonk.io. They launched back in 2022 so it very well could just be a case of them getting added.
Otherwise, if you have had filemonk.io for a while now you could also try updating the app. If you started using it recently, it probably isn’t that.