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False positive - CSM software

Dear McAfee,

Please help to resolve this issue:

My company is using McAfee and McAfee detected our company's software as trojan !?

Company name: VinaGame JSC Vietnam

Website: www.vinagame.com.vn

removed

Software information:

Name: CSM(Cyber Station Manager)

URL: http://csm.zing.vn

Installer download link: http://csm.vinagame.com.vn/downloadapp/client.zip

I have submitted files to Virus_Research@avertlabs.com(Analysis ID: 5659906  ) but I only received an automatic response.

Thanks and best regards,

Minh Ngo.

PS: I had posted this topic in business but there's not any reply.

moved by moderator...

Message was edited by: Ex_Brit on 11/29/09 9:08 AM
28 Replies
SamSwift
Level 12
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Message 2 of 29

Re: False positive - CSM software

Hi,

When you submitted the file via e-mail did you put FALSE in the subject line? If no please resubmit following the additional step. I would also recommend you contact technical support to have an escalation raised.

Thanks,

Sam

SamSwift
Level 12
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Message 3 of 29

Re: False positive - CSM software

Additionally please have a look at our knowledgebase article KB66642 which will definitely be of use.

Kind regards,


Sam

Re: False positive - CSM software

Dear SamPrice,

I've submited with FALSE in subject but till now there's no response from technical team

I can not find "knowledgebase article KB66642" , could you give me the URL?

Many thanks,

Minh Ngo

Re: False positive - CSM software

Dear SamPrice,

I've found "knowledgebase article KB66642"

https://kc.mcafee.com/corporate/index?page=content&id=KB66642&actp=search&searchid=1259639432874

And I have also submitted files to datasubmission@mcafee.com

Thanks for your help,

Minh Ngo.

SamSwift
Level 12
Report Inappropriate Content
Message 6 of 29

Re: False positive - CSM software

Hi,

Excellent. It would also be advisable to log a case with technical support either via the service portal http://mysupport.mcafee.com or by telephone. Details of how to contact Gold support by telephone are in the Gold handbook.

Just to clarify, with regards to KB66642 this is to route to have software permanently included on our test rig. There is no SLA for response to submission but you should hear back from them in a few days. For false positives in the current DAT files the correct route is to send to virus_research@avertlabs.com with FALSE in the title.

Kind regards,

Sam

Re: False positive - CSM software

Dear SamPrice.

Until now, this issue hasn't been resolved. Please show me what I should do next.

Thanks and best regards,

MinhNT

SamSwift
Level 12
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Message 8 of 29

Re: False positive - CSM software

Hi,

The file has been received by the datasubmission team and is being reviewed. However I still strongly recommend you also contact support please to a log a service request if you have not already done so.

Thanks,

Sam

Re: False positive - CSM software

Dear SamPrice

Certainlly I have also submitted files to  virus_research@avertlabs.com , and I've received Analysis ID: 5659906.

Do you know another way to contact Technical support? Please tell me how.

Thanks,

Minh Ngo

SamSwift
Level 12
Report Inappropriate Content
Message 10 of 29

Re: False positive - CSM software

Hi,

You can log a case either via the service portal http://mysupport.mcafee.com or by telephone. Details of how to contact Gold support by telephone are in the Gold handbook.

Kind regards,

Sam