If you encounter a virus or malware or if you suspect that there is a threat affecting one of your machines or your entire network, you can minimize the waiting time and fast-track the resolution of your case using Trend Micro's Threat Query Assessment.

To submit suspicious or undetected virus for file analysis do the following:

1. Access the Submit a Support Case page.
2. Under Issue Information, choose the following options:
   • Issue Type: Threat Issue
   • Issue Category: Threat Sample Analysis

   

3. On the Description section, provide a brief description of the file you are sending.
4. Click Browse & Upload to locate and upload the sample file you want to submit.

   

    

   Things to keep in mind before uploading files to avoid delay in processing the files:

   • Use single layer of compression
   • Only ZIP or RAR extensions are accepted
   • Encrypt the sample file with the password “virus”
   • Files should only be up to 50 MB in size

    
5. Wait for the upload to complete, and then click Next.
6. Provide all the required product and system information (*) and click Next.

   

7. Fill out the all the required customer information (*) and click Submit Request.

   

8. A confirmation will appear stating that you will receive an email with your service request number.
9. Once case ticket has been created, you will receive an email from a Technical Support to process your submission.