False positive detection

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False positive detection

L0 Member

I'm representing a productivity management software manufacturer and I'm sumbitting this request  to report that our software is being flagged as malware, but this result is a false positive. Please, can you help us?

 

4 REPLIES 4

L4 Transporter

Hi Gdomenech,

you can add your legit software signer as a trusted signer. Second choice will be to add that hash to the allow list. 

Kr,
Luis

Hi Luis,

 

We are not clients of Palo Alto but some of our clients are clients of yours and have the false positive detection problem. Is there a way you can fix it globally?

 

Thanks!

 

Gonzalo

L5 Sessionator

Hi @gdomenech the ideal process is to get your clients to raise a support ticket at https://support.paloaltonetworks.com/ with the details of the alert (tenant ID, alert ID, incident ID, signer, hash etc.). That'll make sure that the problem is documented and resolved though the standard channels for a global fix. 

 

As tactical fixes, as @eluis has mentioned, your customer can allow the hash. Allowing the hash is a one-time process, and your clients might run into the same problem when a new version of the software is released. Similarly, allowing the signer is a broad-based control and I wouldn't recommend that either as a systemic fix.

 

Thanks, We will ask our customers to raise a support ticket.

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