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HP Sure Sense fails to recognize .exe signature

HP Recommended
HP ProBook 650 G5
Microsoft Windows 10 (64-bit)

Hi!

The HP Sure Sense software started to flag (and quarantine) an executable of our software as "malicious". Here's a view of the last protocoll entries (sorry about the German!):

hp-sure-sense-history.PNG

The executable is reviewed, signed and checked by lots of other tools without a problem. So chances are high this is a false positive. One possible explanation: although the file is signed with a commercial software certificate the HP Sure Sense Detail view shows "N/A" when it comes to the certificate's owner and the fingerprint:

 

hp-sure-sense.png

 

Windows Explorer is able to extract that information and WIndows Defender also has no issue with that file.

What kind we do? Is there a way to get that issue fixed? We can provide the .exe file for inspection? Local whitelisting is not going to help as this issue affects all our customers using HP machines.  Maybe there's a way to get individual files whitelisted globally after an inspection? That's what other anti-virus vendors do it.

 

Thanks.

 

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