How to submit virus or potential false positive samples to ESET's labs
We are very interested in receiving virus samples in order to better protect our customers. To submit a suspicious file to ESET for analysis, please follow these steps:
1.
Compress the file(s) into a .zip or .rar archive, and password protect it with the password “infected”.
2.
Make a note of this password in the email, attach the zipped file, and email it to
samples@eset.com.
3.
Use a subject line which clearly states if the attached file contains a suspected infection or a false positive. Also, please include the Customer Care case number if applicable.
4.
In the body of the email it is very important to include:
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Any background information as to where the sample was found
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Why you think it is malware or a false positive report.
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If you know that another antivirus company already detects it.
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If you are reporting a potential false positive, please provide as much information as possible about the source of the software, including the name of the developer, the name and version application and the address of the site from which the file was downloaded.
Taking the above steps will greatly assist our labs in the process of identifying and processing samples. If the issue is not resolved within two days and the matter is urgent, please send a follow-up email message with the following information:
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subject line of email that was sent to
samples@eset.com
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date and time of email
*
email address you sent it FROM and email address you sent it TO.
-Thank you for helping ESET better protect its customers!
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