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How do you submit 'false positive' files?

Created: 23 Apr 2009 • Updated: 22 May 2010 | 6 comments

Hi

I have two .hlp files that SEP v11 insists on putting in the C:\Documents and Settings\All Users\Application Data\Symantec\SRTSP\Quarantine folder.  They are *not* displayed on the View quarantine option of the SEP client but every time I attempt to unzip the two .hlp files another two .hlp files appear in the C:\Documents and Settings\All Users\Application Data\Symantec\SRTSP\Quarantine folder.

So, two problems:

1) how do I submit these files so that the defs can be modified to not detect them as problem files?

2) why are the quarrantined files not showing in the SEP client?

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Sapta's picture

hi ssiltd,
for submission of files you can go to the following link

https://submit.symantec.com/gold/

and regarding your second question, are the showing as .zip files in your quarantine folder?

Sapta's picture

why are you trying to unzip the files that are not showing in the view qurantine option? And alo the two files that SEP 11 insist them to put on the folder, where did they first come from?

ssiltd's picture

I am unzipping the files from a program's install file.  All the files in the archive get to the destination folder fine except for the two .hlp files.  The unzip program reports an error as it attempts to copy the .hlp files from the Windows temp folder to do the destination folder. Looking at the quarantine folder after each attempt at unzipping the archive show two more .hlp files in there.

Sapta's picture

have you tried to copy them from the quarantined folder to the softwares destination folder? Is it showing the error then also?