Frequently Asked Question

Malware and antivirus software

How do I submit a virus, website or potential false positive sample to ESET's lab

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

 

Submit a suspicious file for analysis
 
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

 

2. Compress the file(s) into a .zip or .rar archive, and password protect it with the password “infected” (without quotes). 
 
3. Create an email with the following information:
 
     a. 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).
     b. 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 Customer Care case number if applicable and any background information where the sample was found.
     c. Send the email tosamples@eset.com
 
If the issue is not resolved within two 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.

 

Submit a suspicious website / potential false positive / potential miscategorization by Parental Control to ESET for analysis
 
Follow the appropriate instructions below, depending on the type of issue you wish to submit:
 
Report a blocked website or false positive
 
Please create and send an email with the following information:
 
a. 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).
 
b. 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
c. Send the email to: samples@eset.com
 
If the issue is not resolved within two 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.

 

Report a miscategorization of a website by the Parental Control module
Click here to learn more about ESET Parental Control.

 

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