{"id":4472,"date":"2026-06-23T17:13:28","date_gmt":"2026-06-23T14:13:28","guid":{"rendered":"https:\/\/support.withsecure.com\/en\/?post_type=support_article&p=4472"},"modified":"2026-06-23T17:13:28","modified_gmt":"2026-06-23T14:13:28","slug":"a-file-owned-or-developed-by-the-customer-causes-a-false-positive-detection-by-withsecure-products","status":"publish","type":"support_article","link":"https:\/\/support.withsecure.com\/en\/support-articles\/a-file-owned-or-developed-by-the-customer-causes-a-false-positive-detection-by-withsecure-products\/","title":{"rendered":"A file owned or developed by the customer causes a false positive detection by WithSecure products"},"content":{"rendered":"

Issue:<\/h3>\n

Customer's own (developed) file causes a false positive detection by the WithSecure Endpoint Protection (EPP for Computers or Servers) and Busines Suite (Client Security and Server Security) products.\u00a0<\/p>\n

Resolution:<\/h3>\n

To solve the issue, firstly sign the file with a digital signature certificate and then submit the file to the WithSecure labs using the Sample Validation service in the Elements Security Center portal\u00a0<\/p>\n

You can submit the file for analysis suing the Sample Validation service found in the Elements portal:<\/p>\n

    \n
  1. Log in to the Elements portal:\u00a0https:\/\/elements.withsecure.com<\/a><\/li>\n
  2. Go to the\u00a0Requests<\/strong>\u00a0page on the menu on the left<\/li>\n
  3. Click\u00a0Create Request<\/strong><\/li>\n
  4. Open the\u00a0Request type<\/strong>\u00a0drop-down menu and select\u00a0Submit sample for validation<\/strong><\/li>\n
  5. Open the\u00a0Sample type<\/strong>\u00a0drop-down menu and select\u00a0File<\/strong>\n
      \n
    1. Make sure you selected the correct sample type for the file:\n
        \n
      1. File-Based False Positive: A clean file incorrectly detected as malware. For example, a company\u2019s internal tool flagged as a trojan.<\/li>\n
      2. Potentially Unwanted Application (PUA): Legitimate software detected as unwanted. For example, a remote admin or adware-style installer used for business purposes.<\/li>\n
      3. File-Based False Negative: A malicious file not detected by the product. For example, a ransomware executable encrypts data without being blocked.<\/li>\n<\/ol>\n<\/li>\n
      4. All types of sample types and their definitions can be found here: #business\/elements-welcome\/latest\/en\/creating_and_viewing_sample_validation_request_in_the_request_views-latest-en.<\/li>\n<\/ol>\n<\/li>\n
      5. Drag and drop the file or click\u00a0Browse<\/strong>\u00a0to upload the file<\/li>\n
      6. Open the\u00a0Request reason<\/strong>\u00a0drop-down menu and select one option:\n
          \n
        1. False Positive – Clean file was blocked<\/li>\n
        2. False Negative – Malicious file not detected<\/li>\n
        3. Potentially unwanted application detected<\/li>\n
        4. Request whitelisting<\/li>\n<\/ol>\n<\/li>\n
        5. Open the Product name drop down menu and select the product<\/li>\n
        6. Add a short title for the request in the\u00a0Title<\/strong>\u00a0field.<\/li>\n
        7. Write down a description of the file or summary of concern<\/li>\n
        8. Click\u00a0Create Request<\/strong><\/li>\n<\/ol>\n

          \u00a0<\/p>\n

          The submitted file will be subjected to a verification process. Once verified clean, the file will be whitelisted and the database will be updated accordingly to prevent the file from causing new false positive detections.\u00a0<\/p>\n

          \u00a0
          \u00a0
          \u00a0<\/p>\n","protected":false},"excerpt":{"rendered":"

          A guide on how to handle a whitelisting request for a file that is owned or developed by the customer itself. Digital signature certificate<\/p>\n","protected":false},"template":"","support_article_product":[104],"class_list":["post-4472","support_article","type-support_article","status-publish","hentry"],"acf":{"source_foreign_id":"000005694","source_version":3,"source_system":"salesforce","source_date_updated":"2026-06-23 14:13:28","import_hash":"6ce1480115fa355ee5d2b494ec2383b78957bbe2","vanilla_article_id":29469,"vanilla_url":"https:\/\/community.withsecure.com\/en\/kb\/articles\/29469-a-file-owned-or-developed-by-the-customer-causes-a-false-positive-detection-by-withsecure-products","vanilla_kb_id":30,"vanilla_category_id":106,"machine_translated":false,"reactions_helpful_yes":0,"reactions_helpful_no":0},"_links":{"self":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article\/4472","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article"}],"about":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/types\/support_article"}],"wp:attachment":[{"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/media?parent=4472"}],"wp:term":[{"taxonomy":"support_article_product","embeddable":true,"href":"https:\/\/support.withsecure.com\/en\/wp-json\/wp\/v2\/support_article_product?post=4472"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}