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To resolve this issue:

  1. Collect a sample of the falsely detected file(s).
  2. The files should in be in ZIP format. To submit a ZIP or RAR file, file compression software (e.g., Winzip) must be used. Please use "novirus" as password for the archive.
  3. Gather the necessary product logs that shows the false detection (virus/malware logs, behavior monitoring logs, etc.).
  4. Get a screen capture of the product alert, detection, or notification.
  5. Get some information on the product being used and the related component versions (e.g., virus pattern, smart scan agent pattern, behavior monitoring pattern, etc.).
  6. Submit a case to Trend Micro Technical Support for analysis.
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