Minimum data collection requirements are needed to process a sample. The following applies when engaging with Technical Support or McAfee Labs for:
- Detection failures
- Clean failures
- False positives for Endpoint Security and VirusScan Enterprise.
NOTE: For more information, see KB91459.
- Clean failure: If a malware detection occurred and the action is "Clean Failed", take the following action:
- Email the sample to virus_research@avertlabs.com
- Immediately open a Malware-related Service Request using the ServicePortal at https://support.mcafee.com or by contacting Technical Support.
- Virus Information Library (VIL) request (with sample): If you have a malware sample and require details about its behavior, take the following action:
- Email the sample to virus_research@avertlabs.com
- Immediately open a Malware-related Service Request using the ServicePortal at https://support.mcafee.com or by contacting Technical Support.
- Detection failure: If you have a file that is not detected, submit the sample using one of the options in this article.