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cdrinf
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Message 1 of 2

False positive SR closed with no real answer

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We have submitted a service request for a false positive. It has been has been analyzed ("Analysis has been completed on all samples") and then we have 2 messages "A reply will be sent to customer regarding detection in supported DATs" and "All samples have been responded to and the SR has been closed". In fact we never receive any other response concerning the sample that we submitted. How should we consider theses answers ? Is the sample truly a false positive ?

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hnegishi
McAfee Employee
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Re: False positive SR closed with no real answer

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Hello @cdrinf

We apologize for any inconvenience caused.

To track the cause of closing the case, could you please raise a service request that includes closed SR information?

 

Was my reply helpful?

If this information was helpful in any way or answered your question, will you please select Accept as Solution in my reply and together we can help other members?

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hnegishi
McAfee Employee
McAfee Employee
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Message 2 of 2

Re: False positive SR closed with no real answer

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Hello @cdrinf

We apologize for any inconvenience caused.

To track the cause of closing the case, could you please raise a service request that includes closed SR information?

 

Was my reply helpful?

If this information was helpful in any way or answered your question, will you please select Accept as Solution in my reply and together we can help other members?

View solution in original post

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