1. Log on to the ServicePortal using your Grant Number.
2. Click the Service Requests tab.
3. Click the Create a Service Request tab.
4. Select the Issue Type Malware.
5. Complete the submission details.
6. Upload the samples.
7. Click Submit. The sample is associated with the Service Request. You can now work with Technical Support.

• Detection failures
• Clean failures
• False-positives for Endpoint Security and VirusScan Enterprise
  
  NOTE: For more information, see KB91459 - Minimum data collection requirements for detection failures, clean failures, and false positives.

• The sample must be in a password-protected .zip file. See the exceptions below for .7z. RAR and other formats aren't processed.
  
  NOTES: Support for .7z file format:
  • Supported when submitting samples to malware_research@trellixsecurity.com.
  • Not supported when submitted via the ServicePortal.
     
• Don't take the following actions. The .zip file must be a single level.
  • Don't include .zip files within the .zip file, with or without password protection.
  • Don't include folder structures that are more than one level deep.
  Taking any of the above actions can cause samples to not be processed.
• The file extension of the password-protected .zip file must be .zip. Any other extensions, or lack of an extension, cause the sample to not be processed.
• The total file path length must be 125 characters or less. For example, sample.zip/sample.docx would be counted as 22 characters.
• When creating the .zip file, don't use AES or other types of encryption available from the program; use only a password for protection.
• You must use the word infected as the password for the .zip file. Any other password causes the sample to not be processed. (If you're viewing this article in a non-English language, note that the password for the .zip file should be the word infected in English.)
• Don't include more than 100 files within the .zip. More than 100 files causes the sample to not be processed. If there are more than 100 files, spread them across multiple submissions.
• The .zip file can be no larger than 50 MB. Larger .zip files cause the sample to not be processed.

For more information about creating a .zip file, see the following:

• Using WinZip
• Using Windows file compression

• The sample is considered clean. Detection is suppressed and is updated in the earliest DAT release.
• Analysis of the file determines that the sample is properly detected. You're notified of the results.

• If you are a registered user, type your User ID and Password, and then click Log In.
• If you are not a registered user, click Register and complete the fields to have your password and instructions emailed to you.