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We are trying to reach ESET support since June 18 without luck


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Hello,

 

We sent to ESET support (samples@eset.com) many emails since June 18, called them over the phone, left them messages in Facebook and posted a post in this forum in regards to false positive detection of our software.

 

Unfortunately, we still didn't hear back from them.

 

Please advice how can we reach the support team in order to dispute our false positive detection.

 

Thanks,

Nir

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You don't mention what the software name is? And you don't mention what the detection name is, what ESET detects is like?

 

My gut feeling tells me that this is not a false-positive, but a PUP or PUA detection. And if that is the case then it's understandable that ESET still detects it.

 

But we won't know for sure until you provide more details.

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We sent to ESET support (samples@eset.com) all the details, including the file zipped and password protected but didn't get any response, here is the post we uploaded in the forum:

https://forum.eset.com/topic/608-false-positive-detection/#entry2857

 

The issue is that we didn't get any response at all, not even something like: got your mail, we are looking at it...

We also called the HQ in order to understand why they don't answer but we got an answer that they have many requests and it take time which is the same case for all other AVs companies but since June 18 we are not able to get an answer that it's even being handled.

 

What do you suggest to do in order to reach the support and dispute the false positive detection?

Is there anyone in the forum who is authorized to remove the flag and white list it?

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  • Former ESET Employees

This has been a point of contention in the past and we understand the frustration. It's true that our labs receive hundreds of thousands of samples every single day and resources often don't leave them or us the ability to respond to most submissions. Unfortunately, no one on the forums has the authority to change the way a URL or file is detected or listed. In the meantime, please follow the instructions in our Knowledgebase article on submitting false positives:
 

If the issue is not resolved within two days and the matter is urgent, please send a follow-up email message with the following information:

  • Subject line of email that was sent to samples@eset.com.
  • Date and time of email.
  • Email address you sent it From.

 

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