Issue
- You have a suspicious file, suspicious website, potential false positive or potential miscategorization by Parental Control or Web control that you would like to submit to ESET for analysis
- Submit a suspicious file / potential false positive file via email
- Submit a suspicious website / potential false positive website via email
- Submit spam or spam false positive via email
- Submit miscategorized websites by the Parental control or Web control module
- Submit a fraudulent page (phishing)
- Submit samples using your ESET product
Solution
Submit a suspicious file / potential false positive file for analysis via email
- Take screenshots of the threat detection notification you receive from your ESET product or any error messages or suspicious behavior that your computer is exhibiting.
![](https://kbs.bestantivirus.co.uk/wp-content/uploads/2021/08/KB141Fig1-1.png)
Click the image to view larger in new window
- Compress the files into a .zip or .rar archive, and password protect it with the password
infected
. - Create and send an email with the following information:
- In the Subject line: Indicate if the attached file contains a suspected infection or a false positive (for example, use the subject
Suspected infection
or the subjectFalse positive
). - In the body of the email: Make a note of the password you set in step 1 and attach the .zip or .rar archive as well as any screenshots.
Include any background information where the sample was found and, if applicable, the Technical Support case number. - In case the computer is already infected, include logs collected by ESET Log Collector.
- Send the email to: [email protected].
- In the Subject line: Indicate if the attached file contains a suspected infection or a false positive (for example, use the subject
You are a software vendor and your app is detected as a Potentially unwanted application (PUA)
Some “Threat found” or “Threat removed” detections are classified as PUA. If you think that an app was incorrectly detected as PUA, follow the steps below:
![](https://kbs.bestantivirus.co.uk/wp-content/uploads/2021/08/KB141Fig1-2.png)
Click the image to view larger in new window
- Take screenshots of the threat detection notification you receive from your ESET product.
- Compress your application files into a .zip or .rar archive, and password protect it with the password
infected
. - Create and send an email with the following information:
- In the Subject line: Indicate that the attached file contains a false positive (for example, use the subject PUA – False positive).
- In the body of the email: Make a note of the password you set in step 2 and attach the .zip or .rar archive as well as any screenshots. Include any background information where the sample is available and, if applicable, the Technical Support case number.
- Send the email to: [email protected].
The issue is not resolved within three days and the matter is urgent
Send a follow-up email message with the following information:
- Subject line of email that was sent to [email protected].
- Date and time of email.
- Email address you sent it From.
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Submit a suspicious website / potential false positive website / potential website miscategorization
Follow the appropriate instructions below, depending on the type of issue you want to submit:
Report a suspicious website or false positive website via email
Create and send an email with the following information:
- In the Subject line: If you are reporting a blocked website that may contain potentially dangerous content, include
Domain whitelist
followed by the blocked domain (such as www.blockeddomain.com). - In the body of the email: Include the URLs being blocked or that you found suspicious.
- Why you think it is a false positive report. Provide as much information as possible about the source of the software, including the name of the developer, the name and the application version.
- If you are reporting a blocked website, provide the complete URL that is blocked. Enclosing a screenshot of the notification about the blockage is recommended
- Send the email to: [email protected].
If the issue is not resolved within three days and the matter is urgent, send a follow-up email message with the following information:
- Subject line of email that was sent to [email protected].
- Date and time of email.
- Email address you sent it From.
Report spam or spam false positives
- Email incorrectly marked as spam: If you received an email message that was classified as spam by your ESET product, but you do not recognize it as spam, send an email to [email protected] with the original message as an attachment in .eml or .msg format.
- Undetected spam: If you received an email message that you classify as spam, but your ESET product did not classify it as spam, send an email to [email protected] with the original message as an attachment in .eml or .msg format.
Report a miscategorization of a website by the Parental control (or Web control) module
Report a miscategorized URL or website here.
If you have already reported it and the website is still miscategorized, contact your local ESET partner for technical support.
- Click here to learn more about ESET Parental control
- Click here to learn more about Web control in ESET Windows endpoint products
Report a fraudulent page (phishing)
If you believe you have deliberately and deceitfully discovered a similar page to another, complete this form to notify us.
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Submit samples using your ESET product
If you prefer not to send an email, use the sample submission form in your ESET product:
- Open the main program window of your ESET Windows product.
- Click Tools → More tools and click Submit sample for analysis.
- Follow the in-product wizard to complete your submission.