How do I get a False Detection (False Positive or False Negative) corrected?

If you are using an OPSWAT’s multi-scanning feature and believe the one or more of the associated Anti-malware engines is incorrectly labeling (i.e. falsely detecting) whether a file is malicious, you can have that file analyzed by OPSWAT’s expert analyst team simply by logging into My OPSWAT (my.opswat.com) and submitting a report.

OSPWAT's malware analyst team commits to conducting a prompt triage within seven 7 business days for enterprise users and with dedicated efforts for community users. They will then recommend appropriate actions and ensure updates to the OPSWAT Reputation Engine if necessary. Additionally, if a potential false positive is identified, the analyst team will promptly inform the relevant antivirus vendor.

Follow these steps to submit the report of the file that you think has been misidentified:

• Log into My OPSWAT.
• In the left-hand side menu, select “Support,” and then choose “Report False Detection” from the submenu.
• Provide the file you would like OSPWAT's malware analyst team to investigate. Note that the maximum size for file uploads is restricted to 2GB. 
• In the Submission Type section, specify if you suspect the file is a false positive (i.e., a clean file incorrectly flagged) or a false negative (i.e., a malicious file not detected).  Note: You should not be overly concerned about categorizing your submission as a false positive or false negative. OPSWAT utilizes a thorough validation process for analyzing submitted files. 

• Choose the OPSWAT product you were using that provided the suspected incorrect results. You can select multiple products. 

• We recommend that you provide a detailed description explaining why you think the detection is wrong, as this information provides context that better helps us analyze the file.
• Finally, click on the 'Submit for Analysis' button. A notification will pop up to confirm your submission. You will also have the option to make another submission.

You can view your complete submission history under the 'Submission History' tab. This includes all relevant details such as File Name, Hash types (MD5/SHA1/SHA256), submission category, submission time, file size, and status of your submission.

User submissions from enterprise accounts are typically analyzed and processed within 7 business days. Community user submissions are handled with best efforts, aiming for timely processing. Upon completion of the analysis, you will receive notification regarding the validity of your submission.