how to report a fp

Discussion in 'Prevx Releases' started by ams963, Dec 12, 2011.

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  1. ams963

    ams963 Registered Member

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    Hi,

    I just want to know how to and where to report a false positive like this one:
     

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  2. STV0726

    STV0726 Registered Member

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    Lol...how DARE you visit a competitor's website! :p

    I think writing into the Webroot support inbox at webroot.com or by clicking the "help and support" link in the application itself should do.
     
  3. ams963

    ams963 Registered Member

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    well I was trying to be modest on choosing a fp example.......

    thx......I'm also thinking of starting a thread here in prevx sub-forum ....'report wsa fps'....then everyone here on wilders using wsa can report any fp without going through the strenuous 'help and support' process.....
     
  4. puff-m-d

    puff-m-d Registered Member

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    Hi ams963,

    Webroot/Prevx does not want us to post our false positives here in the forum. There are several discussions here about that. You may want to read these two posts: post # 1 and post # 2.
     
  5. fax

    fax Registered Member

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    They are actually very fast. Simply use the link to webroot support within the main WSA interface and not the submit the file under system tools.
     
  6. Muddy3

    Muddy3 Registered Member

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    This is a problem.

    Joe says in post#1 cited by puff-m-d above that we "should get a very fast response" from the Webroot team, but frankly this is not my experience so far. Prevx have always been absolutely outstanding (even that is an understatement!!) and second to none in terms of their support response, but my (limited) experience with Webroot Support up until now has not been that good.

    Just over a week ago I reported an FP executable file (with System Tools\Submit a File), explaining that this file had already been okayed as good by Prevx. I even gave them the link to my Prevx account so they could check the communication. Yet this file is still being marked as an infection by WSA in several subsequent scans in the PC Security tab of My Account, the most recent of which was on Saturday. And I regret to say I have had no news from them... On Saturday I resent them this file, repeating what I had said, and also sent them four other FPs. I'll see what happens.

    ProTruckDriver's remarks do not encourage me either. See this post:
    https://www.wilderssecurity.com/showpost.php?p=1987326&postcount=1
    ...particularly his remark: "A lot of the old Webroot users left because of the Support" :( :( .

    I have been with Prevx since Nov 2006 and one of the (many) reasons for my loyalty is their outstanding quality of support. I sincerely hope that Webroot Support will be brought up to the quality of Prevx and not the other way round. That is, if they wish me to stay with them...
     
  7. puff-m-d

    puff-m-d Registered Member

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    Hello,

    Joe advises not to use the "System Tools>Submit a File" method as it can be slower to get a response the way they have things set up. He advises to use the link in the bottom left corner "Help and Support" on the main WRSA screen, then once on the web page to click under "Product Support>Open a Support Ticket". This method should give a lot faster response.
     
  8. ProTruckDriver

    ProTruckDriver Registered Member

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    This is what I have read in other forums years back about people leaving Webroot besides being incompatible with there computers and this is why I left. Webroot and Prevex just merged together with millions of customers. Give them a little time to get the accounts squared away and I'm sure you'll see their other services pick up. :)
     
  9. Muddy3

    Muddy3 Registered Member

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    OK, I'll try that if I don't get a reply in the next week or so.

    Incidentally, it does strike me as a bit stupid that, having created an option on the WSA Menu specifically for the purpose of reporting FPs, we are now being advised not to use it!!??

    Also, hopefully someone can reassure us that we really can look forward to the same outstanding level of support response from Webroot as we have had from Prevx. This was one of the USPs of Prevx.

    Edit: Thanks for your helpful comment, ProTruckDriver. Good point, well taken! Maybe this explains the (hopefully) temporary problem which I mention in para.2 above, and Webroot Support is already or soon will be up to Prevx standards?
     
    Last edited: Dec 12, 2011
  10. Triple Helix

    Triple Helix Webroot Product Advisor

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    Yes it's best as always to contact Webroot support inbox to report False Positives and Missed Detections because none of the malware staff visit the forums http://www.webroot.com/En_US/support-wsa-products.html the forum is for Product Support Only because Joe (PrevxHelp) is the Lead Developer of the team! Even if you have licensing issues it's best to contact support also!

    Thanks,

    TH
     
  11. Muddy3

    Muddy3 Registered Member

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    OK TH, but hopefully the "System Tools"\"Submit a File" option in the WSA Menu, which was presumably designed for exactly this purpose, will eventually become the efficient way of doing this?
     
  12. Triple Helix

    Triple Helix Webroot Product Advisor

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    Yes we will have wait to hear from PrevxHelp to see how it is coming!

    TH
     
  13. TonyW

    TonyW Registered Member

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    You should get response from Webroot Support in a timely manner via the Support Ticket system. I've had communication with them over the weekend on an unrelated matter.

    I guess the severity of the support request will determine how quick the response will be so be sure to mark which category the enquiry is under. The Malware Research Team should respond quicker with regards to malware enquiries whether it be false positives or missed detections.
     
  14. ams963

    ams963 Registered Member

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    thx all of you for helping.........I'll just use the 'Help and Support'....
     
  15. Muddy3

    Muddy3 Registered Member

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    Hi TonyW. You say: "in a timely manner". I suppose we were a bit spoilt with Prevx. Whatever the problem, I always found their response almost instantaneous and excellent every time. The last occasion I had a problem, they responded in less than 1½ hours (and I sent the request 6.00 am British time, would you believe!!)! You can't get much better than that, can you?

    Btw TH, I suppose you realise that I was referring to an option that already exists in the WSA Menu?
     
  16. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    You really should receive a much faster response now with Webroot than you would have with Prevx. Everyone on the Prevx support team is still on the Webroot support team, and we have many more support technicians from within Webroot.

    If anyone has had a slow response time, could you please PM me your email address so that I can take a look?

    It is indeed fastest to send in reports directly rather than using the in-product features as that ensures that a researcher will definitely see it. When a user overrides a file locally, it does automatically send in a report but for a low-volume FP, it might not be picked up immediately.
     
  17. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    I can't reproduce it being blocked here now so I suspect it's been fixed, but let me know if you find anything else!
     
  18. Muddy3

    Muddy3 Registered Member

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    That really is encouraging!! (Btw, faster than 1½ hours?? That would truly be awesome!)

    I'll PM you my e-mail address so you can investigate the 5 FP's I sent.

    Thanks a lot!
     
  19. ams963

    ams963 Registered Member

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    yes it's fixed indeed.....I've pm you my email address ...I've not received any reply from support....please check ........
     
  20. TonyW

    TonyW Registered Member

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    In view of what you're saying, maybe the file submission feature should be removed?
     
  21. ProTruckDriver

    ProTruckDriver Registered Member

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    :thumb: Excellent! :D
     
  22. Triple Helix

    Triple Helix Webroot Product Advisor

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    Yes I did! ;)

    Cheers,

    TH
     
  23. Muddy3

    Muddy3 Registered Member

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    OK. Sorry, I didn't understand your wording :(
     
  24. Triple Helix

    Triple Helix Webroot Product Advisor

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    And Joe replied! No problem!

    Cheers,

    TH
     
  25. STV0726

    STV0726 Registered Member

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    My problem is I cannot for the life of me how to figure out how to upload a scan log or file through Webroot Support's site - there seems to be no button for that as there is on the Prevx Support site.
     
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