Symptoms
A legitimate file from an application is detected by TeamViewer Endpoint Protection and is quarantined.
Diagnosis
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.
Solution
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.
Please get in touch with our support for further investigation into the situation. Create a ticket
- Mark your Subject: Legitimate file - False positive detection
- Attach a copy of the threat details from the Management Console and the path of the infected item.
- Archive the file as zip/rar and password protect it with the password: infectedA non-password protection file will be blocked by our internal systems.
