Information to Submit to Support for a Threat or False-Positive When Using Shavlik Protect Threat Protection

Version 2

    The Shavlik Protect Threat Protection engine is based on the Vipre SDK engine, and uses threat definitions created by GFI's ThreatTrack Security (formerly Sunbelt Software).

     

    In case you see a possible threat that is not being detected or a false-positive for a threat, it is best to provide the following information to support so the issue can be addressed as efficiently as possible:

     

    You can easily submit the information to support, here: http://support.shavlik.com/

     

    Ensure to provide the following information.

     

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    -Software (threat) download location, if from a website

     

    -Any attachments that may assist in identifying a threat or false positive

     

    -Include a copy of the existing agent logs from the affected system, as described in this document: http://community.shavlik.com/docs/DOC-22921

    *Note: It may prove helpful to enable additional agent logging as described here if you can reproduce the problem prior to submitting: http://community.shavlik.com/docs/DOC-23066