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I sent a sample and got no response

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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?

SR: 4-20831375921

 

Daniel

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Message 12 of 19

Re: I sent a sample and got no response

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Hello @DanielDias 

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.

https://support.mcafee.com/webcenter/portal/supportportal/pages_home?pageTemplate=null

Regards,
Madhan M

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18 Replies
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Re: I sent a sample and got no response

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Hi @DanielDias ,

@Madhan Can you take a look on it?

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Re: I sent a sample and got no response

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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?

 

thanks

Daniel

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Message 4 of 19

Re: I sent a sample and got no response

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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.

Regards,
Madhan M

If this information was helpful in any way or answered your question, please mark it as the Accepted Solution and give Kudos if appropriate

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Message 5 of 19

Re: I sent a sample and got no response

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Hi @DanielDias 

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.

Regards,
Madhan M

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Re: I sent a sample and got no response

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Hi @Madhan 

 

Reply sent as PV as requested.

 

Thanks

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Re: I sent a sample and got no response

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Hi @Madhan,

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.

 

Thanks.

Daniel

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Message 8 of 19

Re: I sent a sample and got no response

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Hi @DanielDias 

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.

Regards,
Madhan M

Re: I sent a sample and got no response

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Hi @Madhan , @muthu_ganesh 

 

I've sent a new email and received no answer as well.

It's been more than two weeks since I sent the sample and still got no solution from McAfee.

This is really a problem.

 

Can you PLEASE support me to get the information?

Daniel

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Re: I sent a sample and got no response

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PLEASE SUPPORT

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