False Positive Detection - Quarantined - TeamViewer Support
<main> <article class="userContent"> <p><br></p><h2 data-id="symptoms">Symptoms</h2><p>A legitimate file from an application is detected by <em>TeamViewer Endpoint Protection </em>and is quarantined. </p><h2 data-id="diagnosis">Diagnosis</h2><p>The majority of detections by a Security solution are real malware applications. In some rare cases, a legitimate file or application is flagged as malware and will be quarantined. </p><h2 data-id="solution">Solution</h2><p>In the rare case that the Infected file is a legitimate application/file please submit it for analysis and we will remove the detection within 24 hours if the investigation confirms that the file/application is not malware.</p><p>Please get in touch with our support for further investigation into the situation. <a href="https://support.teamviewer.com/" rel="nofollow noreferrer ugc">Create a ticket</a></p><ol><li>Mark your Subject: <em>Legitimate file - False positive detection</em></li><li>Attach a copy of the threat details from the Management Console and the path of the infected item. <ol><li>Archive the file as zip/rar and password protect it with the password: <em>infected</em>A non-password protection file will be blocked by our internal systems.</li></ol></li></ol> </article> </main>
