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Liz OverstallLiz Overstall 

Problem with MacOS:PuAgent-AZ[PUP]

AVG has found MacOS:PuAgent-AZ[PUP] lurking in CleanMyMac X and has put this programme in Quarantine.  Now what am I supposed to do?
Midhun AloorMidhun Aloor (AVG)
Hello Elizabeth,

We apologize for the inconvenience. We'll look into this and help you.
Please share us the screenshot of the 'Threat Secured' message you received from AVG, so that we can check and help you.
Refer to this article to take a screenshot.
You can post the screenshot here in your topic. Click on Answer & then click on the Image [mountain symbol] & follow the instructions.
Note: Please click on "See details" on the threat message andd the share us the screenshot.
Thanks in advance.
Timothy DrakeTimothy Drake
Timothy DrakeTimothy Drake
I am having the same issue. Here is a screenshot.  Screenshot
 
Timothy DrakeTimothy Drake
I am having the same issue. Here is a screenshot. User-added image
Timothy DrakeTimothy Drake
I am having the same issue. Here is a screenshot. User-added image
Midhun AloorMidhun Aloor (AVG)
Hello Timothy,

Thank you for sharing the screenshot.
We request you to restore the detected file from the AVG Quarantine folder and add it to the Exception list.
Kindly check if the issue still persists after restoring and adding the file to the exception list.
Refer to this article to manage the Quarantined files.
Thanks in advance. Keep us updated.
Fernando McMahonFernando McMahon
I have got the same problem. Attaching a screenshot

Screenshot
Midhun AloorMidhun Aloor (AVG)
Hello Fernando,

We've checked the screenshot you've shared and we can see that the detection was made by the Avast Security software.
Hence, we request you contact the concerned Avast support directly for further assistance in this regard.
You can use this link to reach the support page of Avast. Thank you for understanding.
Genii JGenii J
Hi there, I have the same issues and honestly got a problem to believe that after years of using CleanMyMac now all of a sudden it shows to be malware. Not to mention that I've ran scan with AVG a million of times while CleanMyMac was on and there was never a report that something was wrong. I believe your latest update acts weird. Now my issue is, that I don't have any menu where I can select files that have been quarantined. In my case the status is:  threat blocked. I don't see any way how to restore this. And FYI: CleanMyMac is not for free. So either you please find a way to fix this or I must ask you to payback the fee as due to you I cannot use this product anymore. Thank you for your asap support. BR, Genii
Rakshith RajkumarRakshith Rajkumar (AVG)
Hi Genii,

Let me clarify this for you.
Please be informed that we are detecting the app as PUP/PUA potentially unwanted program/application because the app is marked as Decptor https://customer.appesteem.com/Home/DeceptorFix
And does not match with our Guidelines https://support.avg.com/SupportArticleView?l=en&urlname=AVG-clean-guidelines

If you wish to use the app then you may have to disable scanning for PUAs - Preferences - Scanning

Let us know if you need any help.
Steve AndrewsSteve Andrews
I keep getting this found on my Mac every time I run CleanMyMac like the others here. My question is this: is macOS.PuAgent-AZ (Pup) really a threat? I have run CleanMyMac hundreds of times and never had any problems and it scans for Malware, so why doesn't it find this? What is going on here? 
Midhun AloorMidhun Aloor (AVG)
Hello Steve,

We've forwarded this issue to our higher level support. We'll write back to you once we've received an update from them.
Meanwhile, we request your patience and to keep checking the posts regularly.
Thanks.
bruce kocherbruce kocher
Hi 
I am having the same problem and had to turn off the shield to run cleanmymac. I need a better solution
Thanks,
Bruce
Ivan HernandezIvan Hernandez
I have got the same problem. Attaching a screenshot please help!!!User-added image
ShawnShawn (Avast) 
Hello to everyone who communicated on this forum thread. My name is Shawn and I am writing on behalf of the AVG Senior Support team. I will help you.

First, to confirm, AVG is aware of this disruption. However, it is not a false detection, and in fact is a legitimate detection.

The reason for this detection is that the program was determined by AppEsteem, which is a third party reputable CyberSecurity authority, to be a deceptor. The following AppEsteem FAQ, https://is.gd/8oc4JM, clarifies the deceptor classification.

You are encouraged to communicate your concern with CleanMyMac, so that they may comply with necessary guidelines not to be determined PUP.
ShawnShawn (Avast) 
This disruption is obviously an inconvenience for a lot of our users. For those users who still want to use the application, beyond disabling scanning of PUPs for File Shield, the only other potential work-around solution, is to set an exception for the file shield (screenshot attached). After setting the exception, it may be necessary to reinstall the CleanMyMac application.

I trust this explanation and information help clarify your concern. Regards, Shawn
CleanMyMac_Exception
Michael DarlingtonMichael Darlington
I have this issue as well. Are we closer to a solution?
Midhun AloorMidhun Aloor (AVG)
Hello Michael,

We apologize for the inconvenience. As our senior team have informed in the previous post, AVG is aware of this detection. However, it is not a false detection, and in fact is a legitimate detection.
The reason for this detection is that the program was determined by AppEsteem, which is a third party reputable CyberSecurity authority, to be a deceptor. The following AppEsteem FAQ, (https://is.gd/8oc4JM), clarifies the deceptor classification.
You are encouraged to communicate your concern with CleanMyMac, so that they may comply with necessary guidelines not to be determined PUP.
1/1
Midhun AloorMidhun Aloor (AVG)
If you still wish to use the 'CleanMyMac X' application, please disable scanning for PUPs from Preferences > Scanning.
Beyond disabling scanning of PUPs for File Shield, the only other potential work-around solution, is to set an exception for the file shield. After setting the exception, it may be necessary to reinstall the CleanMyMac application.
We hope this explanation and information helps clarify your concern.
2/2
Nasir MahmudNasir Mahmud
It's a familiar story ....

I have been using both AVG and CleanMyMac, and later CleanMyMac X; together for quite some time and have never had any cause for concern and / or complaint.

Recent updates have resulted in CleanMyMac X to be blocked by AVG. I did a fresh install of CleanMyMac but AVG now blocks the installation itself ..... several of the posts above have posted screenshots of the exact problem I have been having.

I have had the same frustrating problem ..... the workaround being suggested here is absurd .... it is impossible to create an exception for the said file since AVG Internet Security does not allow CleanMy Mac X to be installed .... so where does one find said file to create an exception ? AVG does not allow manual entry of the file path. 

Disabling PUP scanning is not the solution to the problem and should not have been suggested by AVG in the first place ..... it defeats the purpose of having AVG in the first place. 

Relying upon third party descriptions and / or definations of what constitutes a Deceptor is quite alarming and challenges the trust and faith of the end-users that they have placed in the AVG application set. 

Quoting said third party Deceptor defination to loyal customers as a defence rather than actually finding a solution for customers is even more alarming. There are countless posts on the same problem under several threads but each seems to be getting the same vague run around.

Despite the fact that I have been a loyal and paying AVG customer on multiple apps .... Internet Security, VPN etc I am sorry to state that I am greatly dissapointed with AVG's stance and attitude towards scores of customers compaining about the same problem. Frankly, if it boils down to making the difficult choice between choosing between AVG and CleanMyMac / MacPaw I would gladly choose the latter purely upon customer support and transparency.

 
Midhun AloorMidhun Aloor (AVG)
Hello Nasir,

Please accept our sincere apologies. This isn't the experience we wanted you to have with AVG. We'll help you sort this.
We request you to write back to us in your own/post, so that we can get access your email address & send you an email with the means to reach our remote support team.
Our remote support team will take access of your computer and resolve the issue to your satisfaction. You needn't worry, as the remote session is completely secure.
Thank you for understanding.
Michael DarlingtonMichael Darlington
Guys, this has been going on since August. I think its appropriate we start talking refund if this continues much longer. 
Dinesh KrishnanDinesh Krishnan (AVG)
This isn't the experience we want you to have, Michael. 
Would you be so kind to clarify whether you've tried adding the file to exception in File Shield as mentioned by our senior team?
If issue persists, you can try these workaround which was suggested by our senior team & let us know the outcome : 
1. Disable the File shield.
2. Mount Clean My Mac dmg file (download the dmg file, if you've removed it)
3. Set up the exception (both paths)
4. Unmount the Clean My Mac dmg file
5. Drag and drop Clean My Mac app from the Application folder to the Trash and empty it.
6. Enable the File shield
7. Restart the machine
8. Download the new Clean My Mac dmg file and mount it.
9. Install the Clean My Mac app - drag and drop to the Application folder.
 
Cees van der LeeuwCees van der Leeuw
This is all very nice but what if done does not have the skills or required knowledge to follow these instructions?
For me it already starts with the first line "disable the file shield". no clue how to do that.
Having said that I'm still running into tha same problem as all the others and no idea how to resolve it.
Quit frustrating.
So far I've used Cleammy mac for many years but know it s*cks....
Makes me doubt myself and I'm not happy with this at al.
When will there be a good solution to this?
AvinashAvinash (Avast) 
Cees, our technical support team would be glad to help you apply the recommended settings.
Please click the following link https://support.avg.com/support_contact_form?l=en&retUrl=support_Internet_Security to start a chat with them.
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