Open Mind (hyperMILL) Support

[gcode]

Got an email yesterday afternoon announcing the release of hyperMill 2025.
I downloaded it last night. It's a 5 gig download because it includes about 20 language packs.
I tried to install it this morning and it blew up about 3/4 of the way through.
Cleaned up the wreckage and tried again... same results only this time I took screen shots.
Checked the log files... no clues
Checked the A/V logs .... there's the problem, files blocked/ files quarantined blah blah blah
No sweat, probably a false positive.
We are forbidden by contract from turning of our antiviurs... so I'm done.
I packaged up my screenshots, provided a blow by blow account of the install failure and
emailed it to OM support.

This was the reply.

Your antivirus software is flagging some of the installation files. We can do nothing about the behavior of your antivirus software. Our recommendation is to disable the antivirus software temporarily or whitelist the files within the antivirus software. Sorry, but there is nothing we can do in this case. It is the responsibility of the antivirus software user.

 
Best Regards,

Your OPEN MIND Support Team

this was my reply .... I thought I was very restrained

That is the most remarkable statement I have ever received in 35 years of working in this industry.

Eventually someone called us with abject apologies and the help we needed.
We got the files submitted to BitDefender, the offending files will be declared malignant or whitelisted.
I suspect we'll be downloading a new install package before long.

I've got to admit the initial reply from support blew my mind.
Had to take a walk around the shop before I replied... I was smokin' mad.

[Jeff]

I've got to admit the initial reply from support blew my mind.

Yeah but that's your typical reply from a vendor when AV is flagging files.
I'd be more pissed at your company's IT for not wanting to do anything about it.

[gcode]

I'd be more pissed at your company's IT for not wanting to do anything about it.

IT was on it from the beginning, we couldn't do anything with the file.
The correct thing to do is password zip it and submit it to BitDefender.. but we couldn't
No matter what we did to the file it was "access denied" and exile in quarantine.
Eventually OM sent us a password zipped copy of the file which we submitted to BitDefender.
OM also ran the file through TotalVirus.. which tested it with 32 different AV vendors
8 of 32 labled the file malignant

[ghuns]

When we ran HyperMill several years ago, we often had this issue.

We just had the nerds kill the AV for an hour and installed. They whined and bitched the whole time. But they were a contract IT company and we are the customer, so we're always right.

[Jeff]

IT was on it from the beginning, we couldn't do anything with the file.
The correct thing to do is password zip it and submit it to BitDefender.. but we couldn't
No matter what we did to the file it was "access denied" and exile in quarantine.
Eventually OM sent us a password zipped copy of the file which we submitted to BitDefender.
OM also ran the file through TotalVirus.. which tested it with 32 different AV vendors
8 of 32 labled the file malignant

OH!
I misunderstood.

[gcode]

We just had the nerds kill the AV for an hour and installed.

We are not allowed to do that.
We'd have Feds at the door by the end of the shift....
at least that's what IT says.
In my experience, the Feds can't  (or won't ) find water while sitting in a bath tub.

[Newbeeee™]

We are not allowed to do that.
We'd have Feds at the door by the end of the shift....
at least that's what IT says.
In my experience, the Feds can't  (or won't ) find water while sitting in a bath tub.

So....your anti-virus is keeping the Feds from knowing what you're doing there....