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Reporting a false positive issue in Deep Security

    • Updated:
    • 15 May 2018
    • Product/Version:
    • Deep Security 10.0
    • Deep Security 10.1
    • Deep Security 10.2
    • Deep Security 10.3
    • Deep Security 11.0
    • Platform:
    • N/A N/A
Summary

Know how to retrieve samples from Deep Security and submit a false positive case when such occurs.

Details
Public

To submit a false positive case:

  1. Sign in to the Trend Micro Support Portal. If you are logged in but on eSupport, click My Support found in the header navigation.
  2. On the side navigation, click New Request.
  3. Fill in the Product Profile and Affected Operating System fields. The Request Type field's default is the Submit a Case option. There is no need to change it.
  4. Select Virus False Alarm.
  5. Enter the Scan Engine Version and Virus Pattern Type that Deep Security is using.
  6. Enter a subject and description to include detection name for your case. It is necessary to include falsely detected files as attachments.
  7. Fill out the Case Urgency, CC Emails, and Contact Method fields.
  8. Click Submit.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1119869
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