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Submit a virus, website or potential false positive sample to the ESET lab

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

Solution

To submit a suspicious file, website, spam or possible false positive to ESET for analysis, follow the appropriate instructions for your issue below:


Before submitting samples to ESET

Do not submit until it meets at least one of the following criteria:

  • The sample is not detected by your ESET product at all
  • The sample is incorrectly detected as a threat
  • We do not accept your personal files (that you would like to scan for malware by ESET) as samples (ESET Research Lab does not perform on-demand scans for users)
  • Use a descriptive subject line and enclose as much information about the file as possible (for example, screenshot or the website you downloaded it from)

Submit a suspicious file / potential false positive file for analysis via email

  1. If possible, take a screenshot(s) of the threat detection notification you receive from your ESET product or any error messages or suspicious behavior that your computer is exhibiting (How do I take a screenshot?).


Figure 1-1

  1. Compress the file(s) into a .zip or .rar archive, and password protect it with the password “infected” (without quotes).
     
  2. Create an email with the following information:
    1. 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 subject False positive).
    2. In the body of the email: Make a note of the password you set in step 1 (including the quotation marks) and attach the .zip or .rar archive as well as any screenshots.
      Include the Technical Support case number if applicable and any background information where the sample was found.
    3. Consider including logs collected by ESET Log Collector in case the computer is already infected.
    4. Send the email to: samples@eset.com.

If the issue is not resolved within three days and the matter is urgent, please send a follow-up email message with the following information:

  • Subject line of email that was sent to samples@eset.com.
  • 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 wish to submit:

Report a suspicious website or false positive website via email

Please create and send an email with the following information:

  1. 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).
  2. In the body of the email: Include the URL(s) being blocked or that you found suspicious.
    • Why you think it is a false positive report. Please provide as much information as possible about the source of the software, including the name of the developer, the name and version application.
    • If you are reporting a blocked website, please provide the complete URL that is blocked. Enclosing a screen shot of the notification about the blockage is recommended
  3. Send the email to: samples@eset.com.


If the issue is not resolved within three days and the matter is urgent, please send a follow-up email message with the following information:

  • Subject line of email that was sent to samples@eset.com.
  • Date and time of email.
  • Email address you sent it From.

You are a software vendor and your app is detected as an Unwanted Software (UwS)

Some "Threat found" or "Threat removed" detections are classified as UwS.

If you think that an app was incorrectly detected as UwS, contact ESET for more information.


Figure 1-2

Report spam or spam false positives

Submit emails in .eml or .msg format

For ESET to process your submission, it must be included as an attachment in .eml or .msg format. Email sent in a different format cannot be processed.

In Microsoft Outlook, drag an email to your desktop to export it as an .msg file. If you use a web-based email client, consult their help resources for instructions to export your mail.

  • 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 nospam@eset.com 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 spam@eset.com 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

Please 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.

Report a fraudulent page (phishing)

If you believe you have deliberately and deceitfully discovered a similar page to another, please complete this form to notify us.

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Submit samples using your ESET product

Sample submission best practises in ESET products

It is strongly recommended to follow these best practices before submitting your sample to ESET (currently available only in English language):

If you prefer not to send an email, use the sample submission form in your ESET product:

  1. Open the main program window of your ESET Windows product.
     
  2. Click Tools  More tools and click Submit sample for analysis.
     
  3. Follow the in-product wizard to complete your submission.

 



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