Hi I sent a sample a week ago and didn't get any response.
The Status is OPEN and the substatus is Support Investigating, but on the history, the last message is 2819214: Closed due to no further activity.
It is a lit bit confusing.
Anyway, no response in a week. Can you please support?
Solved! Go to Solution.
We are sorry for the delayed response.
I did check with the concern team and they have requested you to contact Enterprise Support. Please access the link below to access the Enterprise Support. Please provide all the relevant information and they will help you further.
Hi @muthu_ganesh and Madhan, thanks for rapid response.
now you closed the case and I got an email with the message “To download any Extra.DAT files associated with this Service Request go to” and when I click on the link it directs me to the SR page and I can’t find any DAT or information about the DAT version that would cover this threat.
can you please support again?
Thank you @DanielDias for providing the information.
You need to send an e-mail again to the Labs Team, but now please add NOAUTO in the subject line along with the subject and also mentioning everything in the e-mail body. This will bypass the automated systems and get delivered directly to one of our virus researchers. You will receive a response from them.
Detailed information is available in this McAfee Article
Let me know if the issue gets sorted out after following the information provided.
If this information was helpful in any way or answered your question, please mark it as the Accepted Solution and give Kudos if appropriate
Please let me know the exact issue that you are facing and also to which e-mail did you send the sample, since the service request that you've provided is not valid..
Please don't provide any service request numbers in the main post. Send it to me in private message.
I've sent the email as instructed but I got the automatic message saying the SR is closed and no further action will happen.
Can you please advise?
I just need to know the DAT version that contain the protection to the sample I've sent.
Please don't mention the word NOAUTO this time and initiate another new ticket with the labs team and mentioning everything. Also, mention all the information along with the previous ticket number.