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Submit the following information to Trend Micro Technical Support for analysis.

Product Logs

  • For Apex One, Worry-Free Business Security and Worry-Free Business Security Services:
    • Virus/Malware Logs
    • Behavior Monitoring Logs

    Refer to KB article on generating and exporting logs in Apex One.

    Refer to KB article on generating and exporting logs in Worry-Free Business Security.

  • For Deep Security
    • Anti-malware Events
    • Intrusion Prevention Events

    To export logs:

    1. Log on to the Deep Security Manager web console.
    2. Go to Events & Reports.
    3. Click Anti-Malware Events/Intrusion Prevention Events and specify the criteria.
    4. Click Export.

Ransomware Collector Logs

Refer to the KB article on Using the Trend Micro Anti-Threat Toolkit to analyze malware issues and clean infections, and read the section on collecting ransomware samples and system information on infected machine.

Other supporting files

  • Ransomnote – Decryption instructions (in a form of txt, jpg, png, html, hta, etc.) usually dropped on the desktop or folders where encrypted files are located.
  • Encrypted file
  • Screenshots