topic Re: False Positive Detection Problem in VirusTotal

False Positive Detection Problem

kadiryz — Fri, 17 Nov 2023 09:50:09 GMT

I represent a security software company, and our clients who use our software reported that their software was flagged as malware, but this result is a false positive. Can you please help us?

Virus total report: https://www.virustotal.com/gui/file/3ef991ee68c97dae9e757015104849a71e825571e4e0a047de80b90536392660/detection

Best Regards

Re: False Positive Detection Problem

DaBone — Fri, 17 Nov 2023 16:05:20 GMT

Please review the pinned post and then provide the necessary information.
https://live.paloaltonetworks.com/t5/virustotal/virustotal-verdict-change-request-for-false-positive/td-p/287364

Thank you

Re: False Positive Detection Problem

kadiryz — Thu, 30 Nov 2023 10:54:30 GMT

Hi,

Please help us remove a false positive, given to "AOK_Desktop_itsc_prod.exe"
The program is clean and doesn't contain any unwanted behavior.

File Hash:3ef991ee68c97dae9e757015104849a71e825571e4e0a047de80b90536392660

Link to Virustotal report for the file:https://www.virustotal.com/gui/file/3ef991ee68c97dae9e757015104849a71e825571e4e0a047de80b90536392660/details

Current VirustTotal Verdict: 0/70

Description: Our customer saw this issue "Cortex XDR has blocked a harmful activity!" -- "Description of the countermeasure: Suspicious executable detected"

We want to solve this problem as soon as possible. Thank you for your help.
Best regards

Re: False Positive Detection Problem

kadiryz — Mon, 04 Dec 2023 13:23:47 GMT

Hi @DaBone

Are there any update for our customer issue?

Can we send our customer logs? The logs are large and encrypted by Palo Alto. What else would you suggest to us to solve this problem?

Best Regards

Re: False Positive Detection Problem

DaBone — Mon, 04 Dec 2023 18:25:38 GMT

If your customer is seeing this issue, then they should open a support case with TAC. This is not the location for Palo Alto Networks customers to open interactions with TAC. This forum is for non-customers to request file verdicts for review.