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Harriet Bograd Can't log in to etapestry
I use etapestry.com by Blackbaud very often as our nonprofit organization's donor database.
Suddenly today, when I tried to log in, I get a message from AVG that they have identified a threat.
I tried to log in to etapestry many times, and each time I get this message: "This site can’t be reached The connection was reset.
Try:
Checking the connection
Checking the proxy and the firewall
Running Windows Network Diagnostics
ERR_CONNECTION_RESET" and then a message from AVG comes up that says:
"Threat secured. We've safely aborted connection on sna.etapestry.com because it was infected with HTML:Iframe-inf [Susp}.Blackbaud Support Case 017503218 - ref:_00Dd0gupQ._5000V1LCNWU:ref: unable to log in due to AVG antivirus update
Blackbaud Email - October 05, 2019 - 10:15:40 PM
I wrote to Blackbaud/etapestry tech support, and this is what they replied:
While I understand this is a major issue, this is not truly a down issue since it appears your staff last logged in on Thursday. Please know that the antivirus software Avast (AVG is also owned by the same parent company) sent out an update on Thursday which disallowed the use of eTapestry. We have been informed that Avast (or AVG in your instance) can assist with changing the settings for your antivirus software so that you can once again access eTapestry.
Can someone advise me what to do to be able to use etapestry again? The URL that I'm trying to reach is sna.etapestry.com
Suddenly today, when I tried to log in, I get a message from AVG that they have identified a threat.
I tried to log in to etapestry many times, and each time I get this message: "This site can’t be reached The connection was reset.
Try:
Checking the connection
Checking the proxy and the firewall
Running Windows Network Diagnostics
ERR_CONNECTION_RESET" and then a message from AVG comes up that says:
"Threat secured. We've safely aborted connection on sna.etapestry.com because it was infected with HTML:Iframe-inf [Susp}.Blackbaud Support Case 017503218 - ref:_00Dd0gupQ._5000V1LCNWU:ref: unable to log in due to AVG antivirus update
Blackbaud Email - October 05, 2019 - 10:15:40 PM
I wrote to Blackbaud/etapestry tech support, and this is what they replied:
While I understand this is a major issue, this is not truly a down issue since it appears your staff last logged in on Thursday. Please know that the antivirus software Avast (AVG is also owned by the same parent company) sent out an update on Thursday which disallowed the use of eTapestry. We have been informed that Avast (or AVG in your instance) can assist with changing the settings for your antivirus software so that you can once again access eTapestry.
Can someone advise me what to do to be able to use etapestry again? The URL that I'm trying to reach is sna.etapestry.com
We are sorry to hear this.
Can you share us the screenshot of the error message?
We are able to see it from our end.
On the screenshot, please click on 'see details' and share a screenshot to check for more information.
From them, we see that Web Shield is blocking the website. In this regard, please update the virus definitions once & restart your computer to check.
To run virus definitions update, click on refresh icon beside Virus definitions that is available in the homepage of AVG program.
In this regard, we'd suggest you to submit a false positive request by visiting this link to check if AVG has detected it incorrectly.
Once you submit a request, a group of analysts will check the url & will whitelist it, if it is found to be safe.
Thank you for your understanding in advance!
How long will I have to wait for this to be resolved? And how often do the update the virus definitions so that I would benefit from a correction?
Is it also possible for me to enter an exception in my AVG settings to allow access to the etapestry login? I need to work with this program many times a day.
We don't have a exact time frame for the false positive report. However, our developers team will contact you as soon as possible.
Your AVG program will update automatically. So you don't need to manually update the Virus definition each time.
Yes, you can add the website in the exception list.
Open AVG -> Menu -> Settings -> General -> Exception
Let us know, if you need further help.
https://sna.etapestry.com/prod/Main2.jsp
and now I can access etapestry again.
I would suggest that in the future if people ask about accessing a program that is important to them, you offer the option of creating an exception sooner. I was unable to access this program for several days from my main computer.
We will take this as a feedback and help our customers in the future.
Thank you.