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