Website or File gets blocked with error "Malware Detected" or "virus_detected".
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Website or File gets blocked with error "Malware Detected" or "virus_detected".

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Article ID: 169378

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Updated On:

Products

Cloud Secure Web Gateway - Cloud SWG

Issue/Introduction

WSS  blocks a website, URL, or file returning "Malware Detected" or "virus_detected" exception.

After verification the virus detection is perceived as a false alarm, a false positive, or false detection.

 

Cause

These incorrect alarms are the antivirus terms that indicate faulty detection of a file or another object as malicious.

Resolution

If a threat detection is suspected to be incorrect, please send a review request to Symantec's False Positive submit page.

In this site, series of questions are presented to gather information about the false positive verdict. Please ensure to provide as many details as possible.

The request can take up to 48 hours to be completed.