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orochi2k
Level 7
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Message 1 of 3

False Positive! And your virus research has no response.

Hello, 

According to a report from Virustotal:

https://www.virustotal.com/gui/file-analysis/ZTc1OTZiMWUyZjkzYTY1MWEwYjYyZDBjNjc3NmVmZDg6MTYxMjg4MDM...

2 of your products are mistaken the file in the attachment as malware.

I have tried to contact your **personal information omitted** and **personal information omitted**

But received no response from them.

 

Thus, I'd like to ask if any support personals here can help forward this issue to your teams who are responsible for this and whitelist this file.

 

Otherwise, I think you may become the only anti-virus company on earth that falsely report this file as malware soon. 

 

2 Replies

Re: False Positive! And your virus research has no response.

Hi @orochi2k,

We are truly sorry for the inconvenience caused.

Please let us know if you have tried to add NOAUTO to the subject line in your email. Emails with NOAUTO in the subject, bypass our automated systems and get delivered directly to one of our virus researchers. Our researcher analyzes your sample manually and gets back to you with the results. Because your sample is analyzed manually, there might be a further delay in getting back to you. If you have not heard from us for more than five business days, please do let me know and we will help you take it forward.

Also, in the meantime you can exclude this file from being scanned by McAfee if you trust the program and where it is downloaded from. Please follow the below article for steps.

How to exclude files from virus scans on Windows or macOS

Thanks,
Karthikeyan J

orochi2k
Level 7
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Message 3 of 3

Re: False Positive! And your virus research has no response.

Hi Karthikeyan,

 

Last week, I sent an email with the subject line "NOAUTO FALSE! file detected by McAfee." to the  virus_research mailbox. 

It has been a week. But, I have not heard anything from them so far.

Thus, the issue may request you to take it forward.

 

Thanks,

-orochi2k

 

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