Antivirus detects Magnus Box as a virus or malware

What it means

The Magnus Box Application is safe, so a detection is a false positive. Backup software installs a service, reads lots of files and sends data over the network. Antivirus tools that use behavior or reputation scoring can mistake that for malware, especially with a white-label installer that few other people have run yet.

Fix it

Update the antivirus to the latest engine and definitions, then scan again. Many false positives clear up on their own.
Add antivirus exclusions for the Magnus Box Application's install folder and programs. The paths are listed under Bitdefender below and work in most antivirus products. If your antivirus supports it, an exclusion based on the publisher certificate or file hash holds up better than a path exclusion. Push it from your antivirus or RMM console so it covers all of your clients.
Report the false positive to the antivirus vendor. Choosing "allow" in most products also sends a reputation signal back to the vendor (for example ESET LiveGrid, Microsoft Defender automatic sample submission, Kaspersky KSN).
Tell us. Email support@magnusbox.com with a screenshot of the detection, the antivirus product and version, and the file it flagged. Sometimes we can fix it on our side.

Error "backup-tool.exe couldn't be launched. CreateProcess() failed: Access is denied"

Something on the device is stopping the app's main program, backup-tool.exe, from running. That's almost always antivirus or application control. Follow the steps above, and check any application allowlisting (for example ThreatLocker or AppLocker) too.

Avast or AVG "FileRepMalware"

Avast flags any file that was downloaded from the internet, isn't code-signed, and hasn't been seen by many Avast users yet. Add the exclusions listed under Bitdefender and report the file to Avast as a false positive.

Bitdefender

Bitdefender may flag the installer or the installed app. Create an exclusion policy in GravityZone.

While installing

Put the installer in a dedicated folder on each machine (the example uses C:\example\) and exclude:

Folder (On-Demand, On-Access, ATC/IDS): C:\example\*
File (On-Demand, On-Access): C:\example\*, C:\Windows\Temp\*\*\install.exe, C:\Users\*\AppData\Local\Temp\install.exe
Process (On-Demand, ATC/IDS): C:\example\install.dat, C:\example\install.exe, C:\Windows\Temp\*\*\install.exe, C:\Users\*\AppData\Local\Temp\install.exe

After installing

Replace PRODUCTNAME with the product name in your white-label branding settings (by default, Magnus Box).

Folder (On-Demand, On-Access, ATC/IDS): C:\Program Files\PRODUCTNAME\*
File (On-Demand, On-Access): C:\Program Files\PRODUCTNAME\*, C:\Users\*\Desktop\PRODUCTNAME.lnk, C:\ProgramData\Microsoft\Windows\Start Menu\Programs\PRODUCTNAME.lnk, C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup\PRODUCTNAME (Background Tasks).lnk
Process (On-Demand, ATC/IDS): backup-interface.exe, backup-mssql.exe, backup-service.exe, backup-tool.exe, dispatchmgr.exe, unelevate.exe, Uninstall.exe, launch.exe and mysqldump.exe, all in C:\Program Files\PRODUCTNAME\

Magnus Box Exclusion List (files to leave out of backups, not antivirus exclusions)
Error "Access is denied" when backing up files and folders on Windows
Windows Installation