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Resolving false detections caused by the Worry-Free Business Security (WFBS) / Worry-Free Business Security Services (WFBS-SVC) agents

    • Updated:
    • 6 Oct 2020
    • Product/Version:
    • Worry-Free Business Security Services 6.7
    • Worry-Free Business Security Standard 10.0
    • Platform:
    • N/A
Summary

This article will serves as a guide for when an in-house application or files without digital signatures are being blocked by the security agent.

Details
Public

For WFBS On-Premise

  • Real-time Scan Exclusion: Configuring Real-time Scan Exclusions
  • Behavior Monitoring Exclusion:

    1. Log in to the WFBS web console.
    2. Go to Devices, then choose the group that will be configured.
    3. Click Configure Policy > Behavior Monitoring.
    4. Under Exceptions, enter the full program path, then click Add to Approved List.
    5. Click Save.

For WFBS Services

Supported System Variables

Wildcard Exceptions

Wildcard exclusions are available for the following versions:

  • Worry-Free Business Security Standard and Advanced 10 and later builds
  • Worry-Free Business Security Standard and Advanced 10 SP1 and later builds
  • Worry-Free Business Security Services

For more information about the use of wildcards in the exception lists, you may refer to Wildcard Exceptions.

  1. Download the process explorer.
  2. Extract the file and run it as an Administrator.
  3. Unload the WFBS agent to prevent the application from being deleted, rename, or quarantine.

    1. Right-click the Trend Micro system tray icon and select Exit Security Agent.
    2. Check if the Trend Micro Services has already been stopped via Services.msc.
    3. Run the affected application.
    4. On the process explorer, look for the running affected application and double-click it.
    5. Copy the path of the application and exclude it on Real-Time Scan and Behavior Monitoring feature.

You may refer to User Guide: New Request on how to submit a threat-related support case to Trend Micro Technical Support.

Once the file has been verified to be normal and non-malicious, it will be whitelisted to prevent false detection.

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Rating:
Category:
Troubleshoot
Solution Id:
000276414
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