A Statement on Norton(by Symantec) False Positive on Driver Easy

Dear Valued Customers,

We would like to make a statement regarding the recent false positive report of Driver Easy by Norton (by Symantec).

We have been receiving complaints from our users around mid April saying that Norton products were stopping the use of Driver Easy.

We ran some tests and found that Norton defined Driver Easy as a WS. Reputation product. By this, users could still use Driver Easy. Then, the type of threat was escalated to PUA(Potential Unwanted Application).

This was a false positive because Driver Easy fits nothing in the PUA category. So we set out to make different efforts to help to eliminate the impact on our users while at the same time contact Symantec to consult their help with this issue.

At first we thought this might be due to the three-colored indicator that is used to help our users to identify the problem of the drivers faster. We released a new version days later and filed another ticket to Symantec hoping to fix the problem, however, the false positive still persisted.

Then we received an email from Symantec indicating that we needed to look for the possible reason that “displays misleading information about how the issues affect the computer’s performance”.  We ran a lot of tests and figured that the false positive might be triggered by the recoded date. We filed another report to Symantec about this finding and released another new version of Driver Easy hoping to get this problem fixed, yet the false positive still persisted.

The process is much harder and longer that we thought. When pending for the final result from Norton company, the false positive report has been changed from WS. Reputation to PUA, then to PUA. Gen 4 and then to WS. Reputation again.

Luckily, we are not alone. We have a lot of warm-hearted and skilled users who have been helping us with the false positive issue. Your help is greatly appreciated by us all in Easeware.  Also, we would like to apologize again for the inconvenience that we have brought.

We’re doing whatever we can to get this problem fixed: we’ve been filling tickets to Symantec over and over again with the only hope that they could inform us about the exact problem instead of send us yet another template email with nothing but confusing and ambiguous wording; we fix whatever bug that we could find and release new versions based on little information from Symantec; we find temporary solutions for our users to be able to use Driver Easy with Norton security on, yet the false positive still persists and Driver Easy will still be whipped out from the computer.

 As a software company themselves, Symantec should be fully aware of the importance of fast reaction to bugs and the damage it would do another software company like us if the false positive not removed in an acceptable time range. Yet they neglect our demand after we have requested so many times and provided enough information for them to judge. We are somewhat discouraged now.

 Easeware alone might not be easy to notice by company like Symantec. We think if there are enough users filing against the false positive, it will be difficult for Symantec to neglect. So, if you are willing to help us with removing the false positive and want to use Driver Easy without having trouble, please go to the website here  https://submit.symantec.com/false_positive/  and submit a report to Symantec.

Any kind of your help will be greatly appreciated. You are in the way of saving a small and young company by some clicks. Thank you very much.

  • Peter Hillier

    Hi Guys,
    I would just like to say that I think Driver Easy Pro is a great piece of software. I’m glad that Symantec finally stopped dragging their ass and fixed the false positive. I think your offer of an extra 3 months use for free is commendable but I for one would not expect that. Why should you lose money because of them. Keep up the good work guys. Peter

  • Sophie Luo

    Dear valued customers,
    The false positive has already been removed by Norton. We should attribute this to you, our valued and warm-hearted customers, who have put a lot of efforts in helping us with this problem. Some of you helped us filing the reporting tickets to Norton company stating that Driver Easy is a clean and green software and the false positive should be removed. Some of you send us back the temporary solution to tackle the false positive problem before Norton could give us a solution. Some of you help track the progress of this matter and stand with us to deal while we are waiting for the answer. More importantly, you chose to support us and stand by our side. Your endorsement has given us more strength than anything else. We could never say enough thank yous for your help. All of your efforts are highly appreciated by us all in Easeware. Please contact us if you have also provided help in any form, we are ready to fulfill our promise by extending your license permit. We are looking forward to hearing from you. Love you all. Have a great day~

  • Thomas Jespersen

    I am using AVG Antivirus the paid version and I never had a (false) positive on Drivereasy.

    I also briefly had installed IOBit Malware remover and it did not find anything either.

  • Kevin Zheng

    Hi, everybody. My name’s Kevin and I’m the CEO of Easeware, the company that created Driver Easy. Before the release of this statement, I have personally sent over 10 tickets/emails to Symantec seeking a solution to resolve this false positive issue. But all I got from Symantec was the same template reply. It was as if I was talking to a robot instead of the support team of Symantec.

    It’s hard to believe that Symantec should be this careless of their company image, even harder to believe that they would totally ignore a customer’s request like this.

    As a widely used software, Driver Easy has met the false positive before with companies like McAfee. it took McAfee only 1 day to remove the false positive after we submitted enough proves. Support team in companies like ZHPCleaner and AdwCleaner followed and took care of the false positive quite quickly and professionally, too.

    If you are a paid customer, and you have been affected by the false positive of Symantec, please contact our support team, we will be more than happy to help you with this. Also, in return to your support and understanding, we will extend your license permit for 3 more months.

    Please contact us via this contact form ( https://www.drivereasy.com/contact-us/ ) and we will send you the temporary solution to this false positive and have your license key extended. Thank you for your reading.