A file owned or developed by the customer causes a false positive detection by WithSecure products

Issue:

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. 

Resolution:

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 

You can submit the file for analysis suing the Sample Validation service found in the Elements portal:

1. Log in to the Elements portal: https://elements.withsecure.com
2. Go to the Requests page on the menu on the left
3. Click Create Request
4. Open the Request type drop-down menu and select Submit sample for validation
5. Open the Sample type drop-down menu and select File
   1. Make sure you selected the correct sample type for the file:
      1. File-Based False Positive: A clean file incorrectly detected as malware. For example, a company’s internal tool flagged as a trojan.
      2. Potentially Unwanted Application (PUA): Legitimate software detected as unwanted. For example, a remote admin or adware-style installer used for business purposes.
      3. File-Based False Negative: A malicious file not detected by the product. For example, a ransomware executable encrypts data without being blocked.
   2. 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.
6. Drag and drop the file or click Browse to upload the file
7. Open the Request reason drop-down menu and select one option:
   1. False Positive – Clean file was blocked
   2. False Negative – Malicious file not detected
   3. Potentially unwanted application detected
   4. Request whitelisting
8. Open the Product name drop down menu and select the product
9. Add a short title for the request in the Title field.
10. Write down a description of the file or summary of concern
11. Click Create Request

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.