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An application is falsely detected by the product

    • Updated:
    • 2 Feb 2017
    • Product/Version:
    • Deep Security 8.0
    • Deep Security 9.0
    • Deep Security 9.5
    • Deep Security 9.6
    • OfficeScan 10.6
    • OfficeScan 11.0
    • ServerProtect for Microsoft Windows/Novell Netware 5.58
    • ServerProtect for Microsoft Windows/Novell Netware 5.7
    • ServerProtect for Microsoft Windows/Novell Netware 5.8
    • ServerProtect for Storage 6.0
    • Worry-Free Business Security Standard/Advanced 7.0
    • Worry-Free Business Security Standard/Advanced 8.0
    • Worry-Free Business Security Standard/Advanced 9.0
    • Platform:
    • VMware ESX - 5.0
    • VMware ESX 3.0
    • VMware ESX 3.5
    • VMware ESX 4.0
    • VMware ESX 4.1
    • VMware ESX 5.0
    • VMware ESXi 3.5
    • VMware ESXi 4.0
    • VMware ESXi 4.1
    • VMware ESXi 5.0
    • VMware ESXi 5.1
    • VMware Server 2.0
    • VMware vCenter 5.0
    • VMware vSphere 4.x
    • VMware vSphere 5.1
    • VMware vSphere 5.x
    • Windows 2000 Advanced Server
    • Windows 2000 Professional
    • Windows 2000 Server
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Small Business Server
    • Windows 2003 Small Business Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Essential Business Server
    • Windows 2008 Server Core
    • Windows 2008 Server R2
    • Windows 2008 Server R2 Datacenter
    • Windows 2008 Server R2 with Hyper-V(TM)
    • Windows 2008 Small Business Server
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2011 Small Business Server Essentials
    • Windows 2011 Small Business Server Standard
    • Windows 2012 Enterprise
    • Windows 2012 Server Essentials
    • Windows 2012 Web Server Edition
    • Windows 7 32-bit
    • Windows 7 64-bit
    • Windows 8 32-bit
    • Windows 8 64-bit
    • Windows 8.1 32-bit
    • Windows 8.1 64-bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Home
    • Windows XP Professional
    • Windows XP Professional 64-bit
    • Windows XP SP2 32-bit
    • Windows XP SP3 32-bit
Summary

An application is falsely detected through any of the following situations:

  • A valid application suddenly stopped working.
  • The product displays an alert about detected files in a known path.
  • A product pop-up appears, indicating that a known file is detected.
  • A product detects a program or file being used.
Details
Public

To resolve this issue:

  1. Collect a sample of the falsely detected file(s).
  2. The files should in be in ZIP format. To submit a ZIP or RAR file, file compression software (e.g., Winzip) must be used. Please use "novirus" as password for the archive.
  3. Gather the necessary product logs that shows the false detection (virus/malware logs, behavior monitoring logs, etc.).
  4. Get a screen capture of the product alert, detection, or notification.
  5. Get some information on the product being used and the related component versions (e.g., virus pattern, smart scan agent pattern, behavior monitoring pattern, etc.).
  6. Submit a case to Trend Micro Technical Support for analysis.
Premium
Internal
Rating:
Category:
Troubleshoot; Remove a Malware / Virus; Update
Solution Id:
1101966
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