Norton Antivirus detects installer as threat

[tromtez]

I downloaded the installer this morning.  When it had finished downloading, my antivirus software immediately flagged it as dangerous and removed it.  Is there truly a threat?  If so, please resend a new link when it has been removed.  If not, how can I download and install it?

[wilco64256]

Disable any antivirus software while running the installer. If you got it from Gamestop, Gamersgate, or Rain Digital Games, it's most definitely safe and the antivirus is just unfamiliar with the software because it's so new.

[tromtez]

Just FYI, I'm a Kickstarter backer, so I got it from a direct download link in a backer email from the cognition team.

[wilco64256]

Ah yes the direct download for backers I'm even *more* sure is safe as I know nobody else has touched that file.

[snabbott]

I've had this problem before. Norton is rather paranoid. If it doesn't know the file, it thinks it must be a virus. Internet Explorer will sometimes do this, too. In fact, I've had files that I compiled on my own machine get flagged as suspicious.

[inm8#2]

I had a similar problem. Downloaded the game file from the FTP site for backers. When the download finished, my system pretty much froze. Task Manager showed that MS Security Essentials was scanning something, presumably the file. I waited and waited but the system was frozen, so I had to reboot.

Then, I couldn't do anything with the installer file. Right click on it and windows explorer froze. Try to delete it and nothing happened. Try to execute it and nothing happened. Yet, during all of this my hard drive space was shrinking in real time as I refreshed "My Computer". However, based on later scans and searches the installer didn't actually run.

After multiple reboots, disk defrags, and two check disk runs (chkdsk), the file was removed but my HD space is missing 6.8 GB. As in, My Computer thinks 6.8 GB extra space are taken up, but WinDirStat shows the correct volume occupied. So, that HD space was somehow corrupted or otherwise lost, and I can't seem to get it back after staying up all night last night doing various diagnostics and prior-mentioned tasks.

I'm going to hold off on downloading the backer installer and see if others have issues. Since one person's AV software detected a threat, and I had all these problems, there could be problems with the installer.

[Cez]

Hi Inm8#2,

The build that is up has been tested by our guys many times. We know backers are already playing the game as they are giving us feedback, so we know the file works and is not unsafe. I'll let Weldon try to help you through your issues. I know you've been waiting very eagerly to play the game. Sorry for the inconveniences.

Cez

[wilco64256]

I had a similar problem. Downloaded the game file from the FTP site for backers. When the download finished, my system pretty much froze. Task Manager showed that MS Security Essentials was scanning something, presumably the file. I waited and waited but the system was frozen, so I had to reboot.

Then, I couldn't do anything with the installer file. Right click on it and windows explorer froze. Try to delete it and nothing happened. Try to execute it and nothing happened. Yet, during all of this my hard drive space was shrinking in real time as I refreshed "My Computer". However, based on later scans and searches the installer didn't actually run.

After multiple reboots, disk defrags, and two check disk runs (chkdsk), the file was removed but my HD space is missing 6.8 GB. As in, My Computer thinks 6.8 GB extra space are taken up, but WinDirStat shows the correct volume occupied. So, that HD space was somehow corrupted or otherwise lost, and I can't seem to get it back after staying up all night last night doing various diagnostics and prior-mentioned tasks.

I'm going to hold off on downloading the backer installer and see if others have issues. Since one person's AV software detected a threat, and I had all these problems, there could be problems with the installer.

Yeah there's definitely nothing wrong with the installer itself, and it doesn't take up anywhere near that much space, so I'm not entirely sure what could be going on there. Do you have stuff in your Recycle Bin waiting to be deleted?

[inm8#2]

No recycle bin content, LOL. Again, I've run diagnostics and disk checks. The summary of the problem can be seen here: http://i.imgur.com/5Fbyp.png

Basically, after the download finished my system was scanning it, problems arose, and 9 GB of space were lost on my HD (I was literally refreshing My Computer and seeing my free space drop every few seconds). This isn't hidden files, restore points, or anything like that. There's actually 218 GB of files, but my computer thinks it's 225 GB.

Most likely segments of my HD have been corrupted and lost. Chkdsk found corrupt file sectors, for example. After one defrag I recovered about 2 GB of space, but I'm still "missing" almost 7 GB. If the installer is ok and other people have downloaded and played the game successfully, then I'm not sure what happened on my end.

But at this point it's a separate problem from the game, and I'll have to figure it out elsewhere. I was all set to play last night, too. :/

I hope I can fix this soon, then I'll try again to play later on this week.

[greenisles]

I am having the same problem, this is very serious!

I am also a KS backer.  For reference, I am using Windows 7 and Internet Explorer 9 with the latest patches.  My anti-virus is Microsoft Security Essentials.

When I downloaded the file, it downloaded up to 99% and then seemed to have stalled (I waited over half an hour and it still read 99%).  So I hit cancel, but instead of the temporary file disappearing from my download directory (my desktop), CognitionBacker.exe magically appeared.  

I never tried running it.  Instead I thought I would delete the file and download it again. But to my surprise, I cannot delete the file!  To make things worse, my hard drive seems to be running continously, but when I hit control-alt-delete, no unknown program seems to be running!  The worst of all, my hard drive space is shrinking by the second (it's down to 5 gigs now).... what the hell is going on!?

I tried running Windows in safe mode, but the entire screen was blank.  I can restart/shutdown my computer like normal, but as soon as I log-in, the computer seems to get back into the process of doing something which I cannot stop.

Never had this problem before.  Something is definitely very wrong here!


(Posted on: October 30, 2012, 02:33:58 PM)

inm8#2, I don't think it's just you, because I am having very similiar problems.

I still cannot delete the file from my desktop.  I cannot even right click on it to look at its properties.  My computer is continously doing something, as evident from the flashing harddrive light.  My hard disc space is dropping.  I hope this is not permanent damage!  Please help!

(Posted on: October 30, 2012, 02:36:03 PM)

I am sorry, but with the information I have, I am convinced CognitionBackerSetup.exe is corrupted.  This has never happened to me before.  I run my anti-virus every morning and have never had any viruses on this computer.  I ONLY use this machine for schoolwork.

I am backing up this computer as we speak.  Hopefully I can reinstall Windows and get everything the way it was.  POS needs to address this situation.  I don't think this happening to two people (on the very first day of release!) is a mere coincidence.

[wilco64256]

I am having the same problem, this is very serious!

I am also a KS backer.  For reference, I am using Windows 7 and Internet Explorer 9 with the latest patches.  My anti-virus is Microsoft Security Essentials.

When I downloaded the file, it downloaded up to 99% and then seemed to have stalled (I waited over half an hour and it still read 99%).  So I hit cancel, but instead of the temporary file disappearing from my download directory (my desktop), CognitionBacker.exe magically appeared.  

I never tried running it.  Instead I thought I would delete the file and download it again. But to my surprise, I cannot delete the file!  To make things worse, my hard drive seems to be running continously, but when I hit control-alt-delete, no unknown program seems to be running on my desktop!  The worst of all, my hard drive space is shrinking by the second (it's down to 5 gigs now).

I tried running Windows in safe mode, but the entire screen was blank.  I can restart/shutdown my computer like normal, but as soon as I log-in, the computer seems to get back into the process of doing something which I cannot stop.

Never had this problem before.  Something is definitely very wrong here!


(Posted on: October 30, 2012, 02:33:58 PM)

inm8#2, I don't think it's just you, because I am having very similiar problems.

I still cannot delete the file from my desktop.  I cannot even right click on it to look at its properties.  My computer is continously doing something, as evident from the flashing harddrive light.  My hard disc space is dropping.  I hope this is not permanent damage!  Please help!

(Posted on: October 30, 2012, 02:36:03 PM)

I am sorry, but with the information I have, I am convinced CognitionBackerSetup.exe is corrupted.  This has never happened to me before.  I run my anti-virus every morning and have never had any viruses on this computer.  I ONLY use this machine for schoolwork.

I am backing up this computer as we speak.  Hopefully I can reinstall Windows as get everything the way it was.  POS needs to address this situation.  I don't think this happening to two people is a coincidence.

Very disappointed.

The file itself is definitely fine - we have a number of backers who have downloaded and run it without any problems at all. I would recommend just disabled Security Essentials temporarily as it seems to be having trouble processing the entire file.

[greenisles]

Some more information: I have currently disabled my Microsoft Security Essentials.  Doesn't seem to make a difference.

Also, when I did a quick scan on my computer (after all these problems started), the program seemed to get hung up on CognitionBackerSetup.exe.

(Posted on: October 30, 2012, 02:44:42 PM)

Wilco, please help me.  My Microsoft Security Essentials has been disabled.  Still having the same problems.  I am scared of losing all the info on my computer.  What happens when my hard drive space drops to 0?  System crash?  Right now it's at 4.64 gigs, and dropping (I should have 15+).

As I said, doing a restart does nothing.  And Safe Mode doesn't show properly.

[wilco64256]

Try running task manager and looking for any active processes that are eating up resources and end those processes.

[greenisles]

Did that already.  It was the first thing I did.  Nothing unusual.  The biggest process is Explorer.exe at 33,100 k.  Every time I start any program (including IE), my computer seems to freeze and I have to close everything, including the backup process.  I am going to close IE for now and finish backing up my computer in case I have to reinstall.

[wilco64256]

I'm pretty certain the space being taken up is just the installer being processed, Windows pulls all the data from it into a temporary location while the installer runs. After saving the file and then running it, it's typically going to take a bit of time for Windows to process the size of the file before the installer actually starts running so if you double-clicked the file multiple times during that process it may be trying to run more than once simultaneously.

[greenisles]

No, I never double clicked on the file.  As I said before, my original intention was to delete the file and try downloading again.  But it doesn't let me delete.  I don't understand why my hard drive space is falling.  What new info. is being loaded onto my comp? 

Anyway, I got to log off for now and let my computer backup.

[wilco64256]

No, I never double clicked on the file.  As I said before, my original intention was to delete the file and try downloading again.  But it doesn't let me delete.  I don't understand why my hard drive space is falling.  What new info. is being loaded onto my comp? 

Anyway, I got to log off for now and let my computer backup.

Did you just save the file or try to run it directly from the download link? Even without running it, it's possible that Security Essentials is just using up a lot of extra space while it processes the file. I did some searching about it on Google and found a number of people complaining about Security Essentials basically taking over their computer for a long while after downloading large files.

[wilco64256]

I'd also recommend looking in Security Essentials and look in the History section under Quarantined Items to see if it decided to quarantine the installer. That would take up space and may not show up as normal "used" space.

[inm8#2]

greenisles, what you're describing is EXACTLY what happened to me!

My MSE runs every day as well. I've downloaded 3+ GB files from GOG.com or elsewhere, and when the download completes the browser scan finishes in a few seconds with no problem.

Yup, I didn't execute the installer file. I just tried to right click on it and explorer would freeze. And before that, after logging into Windows from restarting, I checked my computer and the space was shrinking. Didn't see anything out of the ordinary in Task Manager. Couldn't delete the file.

A process in Task Manager isn't just going to eat almost 10 GB in a matter of a minute. This is a deeper issue. An extra 9 GB temporary space for a downloaded file isn't normal, and it's not normal for MSE to need that much space (if any space at all). MSE would use RAM, not HDD space, to run a virus check. And since I am no longer running the scan, there would be no reason for that space to still be occupied.

I know wilco is trying to help, and I hope this doesn't come out wrong, but I'm finding some of the suggestions glossing over what seems to be a deeper issue, even if it's out of POStudios' hands. When two of us have detailed the issue, shown technical knowledge, skill with diagnostics, etc., it seems like all this information we've provided is being trivialized in favor of things like checking the recycle bin or Task Manager. I know it's not easy to problem solve remotely, but I feel our responses are detailed and thoughtful enough to rule out things like forgetting to empty the recycle bin. Again, the issue is that after the download, the file was corrupted, and it instantaneously ate nearly 10 GB of space. That is not normal, and it's not the fault of us trying to run the installer, or other programs all of a sudden consuming 10 GB. We understand others have not had issues, but that doesn't mean there isn't a chance of there being an issue with the file. It's frustrating to simply be told, "The installer is fine," multiple times in a sort of defensive manner. We are not trying to make accusations. We are reporting issues with the file.

Both of our hard disks have more or less been corrupted, and storage capacity has been lost.

greenisles, after doing a couple restarts due to my explorer freezing when I tried to delete the installer file (literally nothing would happen then it'd just hang up), my system automatically did a chkdsk at boot. I then decided to do a system restore to a point that was thankfully saved earlier in the day. After the restore, I defragged my HDD and got about 2 GB of space back (still missing 7 GB). Then restarted to do another chkdsk, and no extra space was recovered but my chkdsk log file shows numerous bad file sectors having been detected.

I realize this isn't what you guys want to read, but two of us have had the exact same problem. Whether it's a direct problem with the installer file, we don't know, but needless to say it's not something like a random task, recycle bin, etc. Most of us are smart enough to diagnose and interpret problems on our computers, and to isolate what the issue is while verifying what aren't issues. But now we have two reported cases of the download apparently being corrupted somehow, and this causing considerable hard disk space loss.

I'll post this image again since it wasn't addressed before - WinDirStat is a program that scans your system and gives you a visual map of your hard drive occupancy by file type, size, etc. The total space used reported by WinDirStat should match the total space used from clicking Properties on the C:\ drive.

http://i.imgur.com/5Fbyp.png


WinDirStat tells me there is a total of 218.2 GB of space used by all files, including hidden ones, on my hard drive. My Computer says that 225 GB are being used. Therefore, as of this moment I am missing 6.8 GB due to HD corruption. This matches my own calculations based on how much space I had before downloading the Cognition installer, how much was lost, the 2 GB that was recovered by defragging, etc. 100% verified.

Not sure where to go from here. Like I said I'm going to look around for potential fixes and tools I can use, or get help in a dedicated tech forum. I'm curious if anyone else is having the issue, and if so please post and let us know.

[KatieHal]

Hey guys,

I'm not a techie and would be as lost as hell if this were me, but I do want to make sure you both know we are absolutely going to figure out the problem and get you working downloads/copies of the game. And though it's bad news to hear, thank you for reporting it quickly because it is a serious issue and one we want to figure out the solution to (and cause of!). Though we've had others able to download and install without this problem, if the two of you have it, it's probable someone else has or will, and we want to make sure this kind of thing gets fixed ASAP.

So, our apologies for these problems, and we appreciate your feedback and patience while we do our best to find a solution for you both.