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bjamerson
Level 7

Product Submissions

Good evening,

I work for Rosetta Stone and have been trying to submit an updated version of our application to add to your exclusion list for a few of your products. I have opened a case, and tried your automated call system, but thus far have not received any response from your company. Could somebody please direct me as to the best way to reach a representative for McAffee?

Thank you.

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4 Replies
exbrit
Level 21

Re: Product Submissions

I assume this is software wrongly identified by the antivirus as malware or is it website being mislabelled by SiteAdvisor?  Are you submitting samples as per:  http://vil.nai.com/vil/submit-sample.aspx ?

Have you any case numbers and where are you calling as I'm not sure this is the right place for support in this instance?

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bjamerson
Level 7

Re: Product Submissions

Correct, this is software being improperly identified as malware. I have not submitted samples, but I have emailed the link on the "http://vil.nai.com/vil/submit-sample.aspx " page. I am willing to share our case notes if I receive a response.

I have opened a case with the automated system on " https://service.mcafee.com/UserInfo.aspx?lc=1033&sg=CS&pt=1&st=EMAIL " and only had the automated system send me a case number. This was several months ago.

*I also agree this is not the place for this to be resolved.

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exbrit
Level 21

Re: Product Submissions

The fastest way usually is to send samples zipped and password-protected to virus_research@avertlabs.com as per the instructions on that page.

I can't do anything with the case notes but should a staff member drop by, which may happen, then they may ask for them.

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exbrit
Level 21

Re: Product Submissions

By the way I formulated an info post here which may help:  https://community.mcafee.com/thread/2016

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