Hi there,
To upload a sample file you need a contact ID. You can call Symantec and get your contact id.
What to do when you suspect that a Symantec antivirus product is not detecting viruses
http://service1.symantec.com/SUPPORT/ent-security.nsf/docid/2001031909215448
Please find the following when your environment is under threat:
1 - Install the latest Rapid Release definitions on the affected machine. Rapid release update is located at:
http://www.symantec.com/avcenter/rapidrelease.download.html
2 - Remove the system physically from the network if possible
3 - Ensure that System Restore is turned OFF
4 - Perform a full system scan (if possible in safe mode)
5 - Download ESUG Load point utility from Symantec and run it
6 - Run Sep Support Tool and make sure you include Load Point as well with it
7- Open a case for Virus issue and provide the logs to Support ASAP
8 - Upload any suspicious file to Symantec depending on whether you are a Basic, Essential or
Business Critical user as below:
https://submit.symantec.com/basic
https://submit.symantec.com/essential
Hope that was useful.
Moin Sobhan
Certified Symantec SEP 11 Administrator