how to report a fp

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

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  1. TonyW

    TonyW Registered Member

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    You could always copy & paste the relevant bits from the scan log into your Support Ticket.
     
  2. Techfox1976

    Techfox1976 Registered Member

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    When you submit the ticket, it auto-uploads a log. :D

    If Webroot needs you to send a file, they'll have you use the file grab part of their wsalogs.exe thingy.
     
  3. Triple Helix

    Triple Helix Specialist

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    True on both parts in some way! LOL This is what I do on a missed detection is just copy an paste the MD5 from the log into the support ticket and the same in the case of a False Positive as they don't really need the file to check it! ;) And if they do need more in formation or the file they will give you instructions on how to do so!

    TH
     
    Last edited: Dec 12, 2011
  4. Muddy3

    Muddy3 Registered Member

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    Post #26 from "WSA Review from Computer Shopper magazine" thread
    which is in reply to...

    Post #25 from "WSA Review from Computer Shopper magazine" thread
    Maybe I have been prematurely jumping to conclusions (see my previous posts on this thread) :oops: . From what I read here, Webroot's support is absolutely fantastic! Perhaps I should wait until I have a bit more experience. Sounds as if I may be in line for an extremely pleasant surprise :D
     
    Last edited: Dec 13, 2011
  5. ProTruckDriver

    ProTruckDriver Registered Member

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    12/13/15:31 - Sent 9 FP's to Malware Detection - False Positives.
    Scanned on 12/14: 6 of the 9 were fixed. Now showing 3 FP's
    12/14/3:29 - Sent 3 FP's (that were not fixed) to Malware Detection - False Positives
    12/14 - 7:14 Sent PM with my email address to inquire about the 3 FP's that were not fixed.
    No responce from PM or Customer Service (Malware Detection Team)
    Still have 3 FP's : 1 for Hitman Pro program, 2 for Verizon Fios. (My internet service).
     
  6. Triple Helix

    Triple Helix Specialist

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    PrevxHelp is on the road for a few days so he will pop-in once in awhile but the file that's being detected from HMP you would have to contact them as they have to fix at there end: https://www.wilderssecurity.com/showpost.php?p=1977922&postcount=3688 and can you post the two FP's from the scan log about Verizon Fios?

    Thanks,

    TH
     
  7. ProTruckDriver

    ProTruckDriver Registered Member

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    Thu 2011-12-15 15:29:37.0375 Infection detected: c:\program files\verizon\fios\cw_bin\cwsetenv.exe [MD5: F335A7208A9480520B43C5B5FAB8D160] [3/00080000]
    Thu 2011-12-15 15:29:37.0375 Infection detected: c:\program files\verizon\fios\cw_bin\setenv.exe [MD5: 0621EE014657476061464CCFE346B8A5] [3/00080000]
     
  8. Triple Helix

    Triple Helix Specialist

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    Thanks I have sent them in!

    TH
     
  9. ProTruckDriver

    ProTruckDriver Registered Member

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    Sorry for the late reply. Thanks TH, all FP's fixed. :) Drive Safe out there PrevxHelp.;)
     
  10. Triple Helix

    Triple Helix Specialist

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    Good to hear! ;)

    TH
     
  11. ams963

    ams963 Registered Member

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    I've been getting a lot of website filter false positives lately.
    One of them is:
     

    Attached Files:

  12. TonyW

    TonyW Registered Member

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    Submit a Support Ticket and provide the URL of the website where you get the alert. If it is genuinely clean, they will fix it.
     
  13. ams963

    ams963 Registered Member

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    okay thx.......
     
  14. Trooper

    Trooper Registered Member

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  15. Triple Helix

    Triple Helix Specialist

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    Is there something in particular you are asking? As I downloaded the latest version of the EXE and VT showed clean and WSA says it's clean! MD5 D94BD72E1408CE7FFDBD560BE837DD09

    [G] c:\users\daniel\downloads\unitywebplayer.exe [MD5: D94BD72E1408CE7FFDBD560BE837DD09] [Flags: 00081000.2734]

    File name: UnityWebPlayer.exe
    Detection ratio: 0 / 43

    TH
     
  16. STV0726

    STV0726 Registered Member

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    There still is no "upload a file" button on the Webroot Support Inbox page as their is on the Prevx incarnation of it...
     
  17. PrevxHelp

    PrevxHelp Former Prevx Moderator

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    You can just paste in the MD5 - that will be sufficient for us to find the file in our database.
     
  18. TonyW

    TonyW Registered Member

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    I notice when you now click on the Submit a File tab, a popup dialog appears recommending users write into the support inbox. That's fine, but why bother with the submit file tab at all? Maybe put the text from the popup dialog into that space or somewhere else on the GUI.
     
  19. STV0726

    STV0726 Registered Member

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    Well, hopefully, they will eventually find a way to use the submit file form AND integrate that into the priority support inbox...

    ...I hope they don't get rid of the file submission form. It allows you to quickly provide a lot of useful information without having to open a browser.
     
  20. Trooper

    Trooper Registered Member

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    Sorry man. Should have mentioned this was for Prevx 3.0.

    I will just submit a support ticket for this.

    Thanks!
     
  21. Triple Helix

    Triple Helix Specialist

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    No problem and it's always best to contact support! ;)

    TH
     
  22. PatG

    PatG Registered Member

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    FYI: While autoupdating Macrium Reflect Pro, this popped up:

    c:\users\pat\appdata\local\temp\_ir_vp2_temp_0\map.exe

    Got a ticket started and sent in. Know this is an FP, I think....
     
  23. Triple Helix

    Triple Helix Specialist

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    Yes that can happen on updated programs as some other AV's detect WSA as malware at times!

    TH
     
  24. TonyW

    TonyW Registered Member

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    But to receive the fastest response to a file enquiry, they do recommend writing into their support inbox. I think, to quote the words of a Bucks Fizz song, Webroot need to start "making your mind up" on this one. :)
     
  25. Dermot7

    Dermot7 Registered Member

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    Now that's really showing your age TonyW :D
     
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