Reporting AV Misclassifications

The Cyren Antivirus solution delivers unprecedented virus protection detection. However, no solution is perfect and sometimes messages contain viruses but are sent to the end-users (false negatives) or legitimate business and personal correspondence may be mistakenly identified as having a virus (false positives). By reporting any cases of false negatives and, more importantly, any cases of false positives to Cyren, it is feasible to improve the overall performance even further.

To identify the reason for the misclassification, Cyren will need to analyze the file.

How to report a misclassification?

Please send an email to support@cyren.com and include the following information:

  1. Your first and last name, and your company if applicable.
  2. The misclassification reason:
    1. False Negative - undetected malware or
    2. False Positive - if you think the file in question was falsely classified as malware
  3. The file in question has to be added to a ZIP archive which needs to be protected by the password "infected". Please attach this ZIP to the email.

PLEASE NOTE: Emails containing malware which was not added to a password protected ZIP will most probably not be accepted by support@cyren.com. In this case you will get a reject message.

Submitting large files via FTP

If the sample to be submitted is larger than 10 MB, you can submit the file via FTP.

Submitting files using FTP requires a support ticket to be opened first. You can simply send an email to support@cyren.com mentioning that you will upload a large misclassified file to the FTP. You will receive a notification containing a ticket number like 00402934.

To prepare your submission:

Step 1 - Create a new folder.

Step 2 - Name the new folder after your support ticket number. If you do not have a ticket number you will need to create one (see above).

Step 3 - Put the output files you wish to submit into this new folder. 

Step 4 - Zip this folder by right-clicking on it and selecting Send To > Compressed (zipped) folder to create <folder name>.zip. Now you can submit the file via FTP from Windows Explorer or from the Command Prompt by following the appropriate instructions below.

FTP in Windows Explorer:

Step 1 - Right-click the Start button and click Explore or File Explorer.

Step 2 - Should you not see an address bar, click View > Toolbars, and click Address Bar so it is checked.

Step 3 - Type in the address bar ftp://submit.avsubmit.com/

Step 4 - Type sample in the User name field and leave the password blank.

Step 5 - Click Log on or press Enter.

Step 6 - Drag and Drop the zipped file into the blank part of the window (right pane).

Step 7 - After the transfer is complete you will see the file there.

FTP in Command Prompt:

PLEASE NOTE: Type the RED words below at the specified prompts.

Step 1 - Open a command prompt by clicking Start > Run cmd enter (For Vista users, type cmd in the Search field and hit enter.)

Step 2 - C:\Documents and Settings\User>ftp enter

Step 3 - ftp>open submit.avsubmit.com enter

Step 4 - In the User field type sample and press enter.

Step 5 - Leave the Password field empty and press enter.

PLEASE NOTE: Put the sample on the root of your C: drive for easy access.

Step 6 - ftp>put c:\filename enter (Example: put c:\virus.exe enter)

You should see Transfer Complete when the file has been uploaded.

Step 7 - ftp>quit enter