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hmzgni
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Message 1 of 16

False Positive from McAfee-GW-Edition [urgent request]

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    Hi Support team, I work for an IT company, and our exe file has been detected as a False positive by your engine on the virustotal website, and we need to clean this false detection because it is affecting one of our clients.

Please review my request because it's very urgent.

https://www.virustotal.com/gui/file/84231cc2c5e8b99fda95406b32aad139e4a9eceaa8a7c9df6df9bd152a10b206...

I will appreciate your help @itsupport @support 

thank you in advance

# McAfee-GW-Edition

#McAfee

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smasnizk
McAfee Employee
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Message 4 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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Hi @hmzgni 

 

is this file you've linked above publicly available and could you share a link to?

Any Customer who get your file blocked can create a Service Request with the above mentioned Information as well. Before escalation this issue to our Engineering or our MALWARE Team I require a reference in form of a Service Request. I can have a check if i can help you using my test Grand but i still need a proper "Sample". The best is when you have a URL or can place file on a FTP Server. You can sent me details via PM.

 

Best Regards,
Sergej


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smasnizk
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Message 6 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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Check on Mo/Tu if it is still detected. Usually it takes 1-2 Days to take effect.

 

Best Regards,
Sergej


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smasnizk
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Message 2 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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Dear @hmzgni 

 

the community is not the right place to submit false positive or sharing samples. Please follow our Knowledge Base Article to submit a sample and creating new Service Request.

https://kc.mcafee.com/corporate/index?page=content&id=KB62662

 

Best Regards,
Sergej


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hmzgni
Level 8
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Message 3 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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Hi Mr @smasnizk , thank you a lot for your response, I already tried your proposition and I have tried to reach the support VIA email (since I can not log to the support page due to a GRANT number that I do not have ) but they didn't respond to us at all and this issue is really critical right now => some clients are facing problems with our file

can you please propose any other solution that may help me to reach them?

#urgent #blocked

 

 

smasnizk
McAfee Employee
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Message 4 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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Hi @hmzgni 

 

is this file you've linked above publicly available and could you share a link to?

Any Customer who get your file blocked can create a Service Request with the above mentioned Information as well. Before escalation this issue to our Engineering or our MALWARE Team I require a reference in form of a Service Request. I can have a check if i can help you using my test Grand but i still need a proper "Sample". The best is when you have a URL or can place file on a FTP Server. You can sent me details via PM.

 

Best Regards,
Sergej


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hmzgni
Level 8
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Message 5 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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I just linked the virus total link to the mail, I will send them the file right now  and request a double-check again

and since you can provide me a quick help here I will attach the file here too
and hopefully, you can find me a solution

here is a link to my file :

https://technicaengineering-my.sharepoint.com/:u:/g/personal/hamza_gani_technica-engineering_de/EWcB... 

and here is the virus total link:

https://www.virustotal.com/gui/file/84231cc2c5e8b99fda95406b32aad139e4a9eceaa8a7c9df6df9bd152a10b206... 

 

smasnizk
McAfee Employee
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Message 6 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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Check on Mo/Tu if it is still detected. Usually it takes 1-2 Days to take effect.

 

Best Regards,
Sergej


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hmzgni
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Message 7 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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thank you so much for your help I appreciate that a lot
smasnizk
McAfee Employee
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Message 8 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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Hi @hmzgni 

 

our Engineering reust to submit parent installer as the file you've submitted does not execute properly. 

 

Best Regards,
Sergej


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hmzgni
Level 8
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Message 9 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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@smasnizkdo you mean I have to provide our software installer for you?

smasnizk
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Message 10 of 16

Re: False Positive from McAfee-GW-Edition [urgent request]

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Hi @hmzgni 

 

yes, this is what has been requested by engineering. Please zip full installer and set password = infected. With this information i can ask to check it again.

 

Best Regards,
Sergej


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