To remediate a malware threat, delete the malware app from the device. The app must be deleted by the user; Symantec Mobility administrators cannot delete apps from Android devices remotely.
However, this action may not be desirable. For instance, the app may be important to the user or to the enterprise. In such cases, the Symantec Mobility administrator should submit a false-positive report to Symantec. This report is called a "Mobile Application Rating Dispute Submission".
Go to https://www.symantec.com/false_positive/ and complete the form, providing the following information:
On the last page of the submission form, provide the required information:
Name of person to contact
Email address
Whether you are the creator or distributor of the app
The name and web site of the company making the app
The name and version of the app
App download URL
Description of the app
The reason for submitting the form
Optionally, provide the MD5 or SHA256 hash of the app in question (instructions for obtaining the hash are provided on the form).
If you are the creator or a distributor of the app, you also have the option to provide information about your app-code signatory (the issuer and subject).
Symantec typically responds within 24-48 hours.
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