MCAFEE FALSE TROJAN WARNING UPDATE

Big Fish Games is aware that McAfee is incorrectly detecting a trojan virus in our games. Please note that our products are guaranteed virus free – we rigorously test each of our games and applications for weeks before our products are released to the public. There isn’t a single virus or Trojan to be found in our games or game manager applications.

We have contacted McAfee and are working with them to get this problem resolved as quickly as we can. If you would like to help, you can contact McAfee yourself and let them know that you are experiencing this problem. I can only assume that the more customers who contact them, the quicker they will act to resolve the matter. Here's a link to where you can contact McAfee:

McAfee Services and Support

I've locked this thread so folks can easily find information from Big Fish Games. You can read/post your comments in the original thread about this issue here:

McAfee finding all Big Fish games as having generic.dx trojan. Anyone else?

bfgErie

from Paul Thelen..

"McAfee released and update today that is incorrectly flagging and uninstalling all games from BFG as having a generic "Trojan".

Let me assure you this "trojan warning" for BFG games is false.

They are working on an update. The only way to avoid this for now is to turn off McAfee or if you have not yet updated it, turn off updates until they resolve this issue. We are in contact with them but they are not known for their responsiveness.

This also affected several other game sites.

We will update you when we know more.

Also, at BFG we now allow unlimited installations of games you have purchased through the My Account section, so while this is an incredibly big hassle for those of you affected, you have not lost anything other than your time (and confidence in McAfee).


Thanks,

The Team at BFG

The most recent update to McAfee appears to resolve the issue for some people. To see if you have the most recent update, open your security center and check the "About" info. It's on the home page at the bottom right hand corner. In that info, there will be someong called DAT. Check the number. It needs to be 5473.000. And the DAT update date will be 12/23. Once you have the update installed, you should be able to restore all previously quarantined files.

Thanks to everyone who has posted on the forums and contacted McAfee. Your help has made this issue much easier to get resolved. If you are still having problems, we recommend contacting McAffee. Here's a link to where you can contact McAfee:

McAfee Services and Support

I'm going to keep this thread so our customers can easily find info directly from Big Fish Games. You can read/post your comments in the original thread about this issue here:

McAfee finding all Big Fish games as having generic.dx trojan. Anyone else?

bfgErie

Hi Everyone,

Here is a somewhat edited copy of an email that is being sent out to anyone we thought was writing into our Customer Support team in regards to the false McAfee virus warnings:

We’ve worked diligently with the folks over at McAfee this afternoon and they’ve just released an update to their software which should fix any false positive warning you’ve been receiving. (Note: This release was late in the day on December 23rd) If you update your McAfee Virus software you should be able to download and play your Big Fish games.

If you use McAfee software please download the latest virus definition update (DAT version 5473) from this link:

http://www.mcafee.com/apps/downloads/security_updates/dat.asp?region=us&segment=enterprise

(Please contact McAfee directly if you are unable to install or run this update correctly)
---
Some customers have been able to restore their games from the McAfee Quarantine files. Our testing has been unable to reproduce a consistent response, it will sometimes help to restart your computer after the update. We suggest you try this first, but want to assure you that if this is not successful, we have your Purchase History here, and have recently updated the number of downloads and activations per game to be unlimited to the original purchaser. You should be able to download any games you have purchased from us. If you have any problems restoring your game functionality after the update, please contact us again!

Here is a link from our help pages to walk you through reinstalling any of your games from your purchase history.

Reinstall a Purchased Game
http://bigfishgames.custhelp.com/cgi-bin/bigfishgames.cfg/php/enduser/std_adp.php?p_faqid=459

Thanks again for your patronage. We are committed to getting you back to having fun with our games as soon as possible, and we’ll do everything in our power to ensure your experience with our company is the best in the game industry.

Have a safe and happy holiday,

Your friends at Big Fish Games Support