Solution ID:
Product:
Published:
Problem:
To improve Trend Micro in detecting viruses, customers can send virus samples which Trend Micro did not able to detect, clean or quarantine.
Solution:
To help Trend Micro improve its detection and cleaning capability, we require you to submit malware samples for analysis.
Follow the steps below:
A.
Export the virus logs from Trend Micro Internet Security.
B.
On the virus logs, check which malicious/infected files must be collected as samples.
a.
Open the virus scan logs you exported earlier.
b.
Under First Action, identify which of the entries has the Quarantine Fail/Clean Fail status.
c.
Note the exact location of the suspicious file/s.
C.
Collect your malware sample files. Files that have been detected as suspicious or malicious are required to be compressed and password-protected before sending any sample file to Consumer Technical Support.
For Windows XP and Vista users using the built-in compress function:
Locate the file you need to compress. Right-click on the file.
Click Send To > Compressed (zipped) folder.
A compressed copy of the file will be created in the same location.
Double-click the compressed file to open it. On the file.zip window, click on File > Add a Password. (Note: File.zip is the file name.)
d.
Type the password: virus
Otherwise, you can use WinZip to compress the sample file. Refer to Compressing and extracting a file using WinZip.