Sign In with your
Trend Micro Account
Need Help?
Need More Help?

Create a technical support case if you need further support.

Submitting suspicious or undetected virus for file analysis to Technical Support using Threat Query Assessment

    • Updated:
    • 6 Oct 2020
    • Product/Version:
    • Deep Security
    • OfficeScan
    • Worry-Free Business Security Advanced
    • Worry-Free Business Security Standard
    • Platform:
    • Others N/A
Summary

This is article provides a guide on how to submit files to Trend Micro for analysis using the online Threat Query Assessment.

Details
Public

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 website. https://success.trendmicro.com/smb-new-request#
  2. Under Issue Information, choose the following options:
    • Issue Type: Threat Issue
    • Issue Category: Threat Sample Analysis

    Issue Information

  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.

    Browse Sample File

     

    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.

    Provide Information

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

    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.
Premium
Internal
Partner
Rating:
Category:
Remove a Malware / Virus
Solution Id:
1031392
Feedback
Did this article help you?

Thank you for your feedback!

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.

If you need additional help, you may try to contact the support team. Contact Support

To help us improve the quality of this article, please leave your email here so we can clarify further your feedback, if neccessary:
We will not send you spam or share your email address.

*This form is automated system. General questions, technical, sales, and product-related issues submitted through this form will not be answered.