This article serves as a guide when submitting an email support case for product or virus/malware issues to Technical Support. Included in the article are brief definitions of the available product and virus/malware issue categories.
Before communicating with a Trend Micro technical support representative, refer to this KB article for some important reminders: Tips before contacting Trend Micro Technical Support.
To submit a support case:
- Go to Business Support > Contact Support .
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Under the Support Request Form section, click Open a Technical Support Case.
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In the Support Request Form, go to the Issue Information tab. Using the Issue Category dropdown menu, select the category that applies to you. Refer to the following desciption of each of the category:
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Product Issues:
- Appliance Hardware - For hardware-related issues affecting a Trend Micro appliance product (ie. Network Viruswall, Insterscan Gateway Security Appliance, Interscan Messaging Appliance, etc.)
- Configuration - Issues relating to setting up and enabling a functionality of a product like Realtime scanning, notification, Firewalls, and etc.
- Installation - Problems installing the entire product or a component of a product.
- Online Account Administration - Issues on enabling or disabling access to an online account.
- Performance (i.e. System Slow-Down or High CPU) - Degradation or poor system performance after enabling a function or installing the product.
- System Crash - Crash, hang, Blue-screen-of-Death (BSOD), ABEND, Core Dump, etc. after installing a component, enabling a feature, or installing the product.
- Uninstall - Problems removing a component or the entire product from the system.
- Update or Rollback - Issues related to component updates and rollback such as pattern and scan engine update failures.
- User Interface Defects or Documentation Questions - Management Console or Client-side console problems and product documentation (Installation Guide, Administrator Guide, or Online Help concerns.
- Other Product Related Questions - Other technical concerns that do not fall within the above categories.
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Virus and Malware Issues:
- Files to submit for analysis - Submit a file to see whether it is malicious or not.
- Possible system infection - Seek assistance in checking if the system is infected by a malware or threat.
- Malware detected but clean failed - The file was detected but was not cleaned or quarantined.
- URL Reclassification - Request re-validation of a blocked website or URL.
- Virus False Alarm - Report that a clean file was detected as malicious.
- SPAM - Request to analyze a valid email that was tagged as SPAM or request to tag an email as SPAM.
- Other Threat Related Questions - General malware or threat related inquiries that do not fall within the other categories.
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In the Desciption section, briefly describe the issue or the type of inquiry that you would like assistance on. Limit the description to 1500 characters.
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For Product Issues, you can upload supporting files such as log files or sample installers. If you do not have any supporting files or logs, run the CASE DIAGNOSTIC TOOL (CDT). The tool will collect the necessary log files and other details that will help Tech Support resolve the issue. Refer to the CDT Readme for instructions and additional information.
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- Once done, click Next.
- In the Customer Information tab, fill out the needed fields. Make sure to specify your Company name and a valid email address. Click Submit.
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You will receive a confirmation once you have successfully submitted the request. Click Close.
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- An email notification will be sent to you containing the details of the case (Case ID, etc).
