To submit samples to Trend Micro, follow the steps below:

1. Log in to your Trend Micro Support Portal account, and then click New Case on the left pane.

   

    

   For Business Support Portal users, you may follow this guide.

    
2. Fill up the form:
   1. Choose a Product
      • Choose From: select Purchased Product or All product list
      • Product: select the affected product

        

   2. Issue Type
      • Issue Type: select Threat Issue
      • Issue Category field: select Spam or Spam False Positive

        

   3. Request Details
      • Subject field: provide the subject of email case
      • Description field: provide a short description of the issue
      • My Case Severity Level: choose from Low, Medium, High or Critical
      • Attachment: click Add or drag files to upload the sample
        • The sample should be in ".MSG" or ".EML" format.
        • The sample should be the original mail and not forwarded.
        • The sample should be submitted in compressed file (zip) format and password protected.
        • The standard password for the zipped file sample is 'infected', 'novirus', or 'virus' otherwise it will not be processed accordingly.
        • Maximum size of submitted samples is 250 MB.
      • Optionally, you may enter email address in the CC Email
      • Contact Method: select Phone or Email.

        

3. Click Submit Case.
4. You will receive an email confirmation with a case number for reference. Please expect an initial update within 24-48 hours.
5. Trend Micro Technical Support may contact you if additional information is required to complete the analysis. Once the analysis is complete, the case will be updated with the final results.

If you encounter a virus or malware or if you suspect that there is a threat affecting one of your machines or your entire network, you can minimize the waiting time and fast-track the resolution of your case using Trend Micro's Threat Query Assessment.

To submit suspicious or undetected virus for file analysis, do the following:

1. Log in to your Trend Micro Support Portal account, and then click New Case on the left pane.

   

    

   For Business Support Portal users, you may follow this guide.

    
2. Fill up the form:
   1. Choose a Product
      • Choose From: select Purchased Product or All product list
      • Product: select the affected product

        

   2. Issue Type
      • Issue type: select Threat Issue
      • Issue Category field: select Threat Sample Analysis

        

   3. Request Details
      • Subject field: provide the subject of email case
      • Virus Pattern Type: select Smart Scan Pattern or Conventional Pattern
      • My Case Severity Level: choose from Low, Medium, High or Critical
      • Attachment: click Add or drag files to upload the sample

        • For Virus File samples

          • The sample should be submitted in compressed file (zip) format and password protected.
          • The standard password for the zipped file sample is 'infected', 'novirus', or 'virus' otherwise it will not be processed accordingly.
          • Maximum size of submitted samples is 250 MB.

        • For URL

          • The sample should be in a plain text file with list of URLs. One on each line.
          • Maximum number of URLs is 300
      • Optionally, you may enter email address in the CC Email

        

3. Click Submit Case.
4. You will receive an email confirmation with a case number for reference. Please expect an initial update within 24-48 hours.
5. Trend Micro Technical Support may contact you if additional information is required to complete the analysis. Once the analysis is complete, the case will be updated with the final results.