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Submitting samples of a legitimate email being tagged as spam and undetected spam

    • Updated:
    • 17 Dec 2015
    • Product/Version:
    • Worry-Free Business Security Standard/Advanced 9.0
    • Platform:
    • Windows 2012 Enterprise
Summary

This solution shows how you can send samples to Trend Micro of legitimate email that is detected as spam (false positives) or undetected spam (false negatives).

To submit samples, please follow these guidelines:

  • The sample should be an MSG or EML file.
  • The sample should be the original mail and not forwarded.
  • The sample should be submitted in compressed file (zip) format and password protected.
  • The standard password for the zipped file sample is ‘virus’ otherwise it will not be processed accordingly.
  • Maximum size of submitted samples is 50 MB.
Details
Public

To submit samples to Trend Micro, follow the steps below:

  1. Go to the Support Request Form and submit a support case.
  2. Select SPAM under the Issue Category section.
  3. Enter the description of the issues you are having under the Description section.

    Select SPAM

                                             Click image to enlarge.

  4. Under Upload File section, click Browse to upload the sample.
  5. Once the upload is complete, click Next.

    Click 'Next'

                                            Click image to enlarge.

  6. Go to the Product & System Information and fill out all the necessary information then click Next.

    Product & System Information tab

                                                  Click image to enlarge.

  7. Go to the Customer Information tab and provide all the necessary information.

    Customer Information tab

                                                Click image to enlarge.

  8. Trend Micro Support will contact you via Email or Phone about the findings.
Premium
Internal
Rating:
Category:
Update
Solution Id:
1112106
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