False Positive Detection Problem

[kadiryz]

Hi

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...

Best Regards

[DaBone]

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

Thank you 

[kadiryz]

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...

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

[kadiryz]

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

[DaBone]

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.