Once the scan is complete, the report displays any suspicious files or processes detected by Symantec. Click Copy files to a folder... and then navigate to and then choose a folder of your choice in which to save the suspicious files. Click OK.
Close the report, and then exit SymHelp.
To submit these files for analysis, you must compress the folder into a .zip archive. Do not include more than nine (9) files per archive. The archive should not be more than 20 MB in size, nor should you password it. Additional tips can be found in the Connect article Symantec Insider Tip: Successful Submissions!
To submit the files to Symantec Security Response for analysis, click on one of the following links:
Fill out the form, and upload the file(s). Note: For Essential and BCS license holders, check with your Technical Support representative if you are not sure what your Support ID is.
You will receive a confirmation email with a tracking number. Once the submission has been processed, an email will be dispatched with a detremination regarding the file submitted. If it is a threat, you will be provided with a set of Rapid Release Definitions. These can be applied to the affected system so that Symantec Endpoint Protection (SEP) can then detect the infected file and prevent a reinfection
You can also submit the file for analysis to Threat Expert, which is owned by Symantec. Automated analysis can be performed for some types of threats through http://www.threatexpert.com. This step can quickly identify the sites the threat is coded to contact so they can be blocked at the firewall. Symantec Support does not provide troubleshooting for http://www.threatexpert.com, and this step does not replace the need to submit files to Symantec Security Response.
To create a case with Symantec Technical Support using MySymantec or by phone, see the following page:
Note: To run the Legacy SEP Support Tool, please follow the instructions provided in the following article: https://www-secure.symantec.com/connect/articles/using-symantec-support-tool-how-do-we-collect-suspicious-files-and-submit-same-symantec-sec
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