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New Request

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Product Profile

Please select a Product Profile.

Update or add a product profile

Affected Operating System

Cloud One Account

Please select a Cloud One Account

Issue Type

Product Issue

Threat Issue

Change Control

Compliancy Report

Issue Category

Please select an Issue Category.

Virus Pattern Type

Please select the relevant Virus PatternType. If blank, add to the selected product profile.

Add to product profile

Subject

Please input a Subject

We have some suggestions that may help you faster than sending a message.

"These are articles may be related to your concern:"

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Description

Enter multiple hostnames, IPs or GUIDs, separated by a line break (use ENTER key).

Please input a Description.

Max character length is 32,000 characters.

Detection Name:

The detection name is stored in either the Threat field or Violation field of the product console. For more information, click on Officescan or Worry-free.

Please input a Detection Name.

Steps Taken

Please describe the steps you've taken to address your concern.

Please input the steps you've taken.

Attachment(s)

For faster processing, please capture logs for your product by following these steps Or, directly access the Case Diagnostic Tool.
If you have trouble seeing the attachment section, please use FTPS. FTPS details will be available by clicking the "Add an Update" section on the case after creation.
Have problems seeing the attachment button or link? Click here for details.

In order to create a product compliance report, please provide data from your Trend product servers by checking the extraction tools for OSCE / Apex One or Deep Security / Cloud One -Workload Security.
If you have trouble seeing the attachment section, please use FTPS. FTPS details will be available by clicking the "Add an Update" section on the case after creation.
Have problems seeing the attachment button or link? Click here for details.

Please upload an archive

Step 1: Verify Current Rating and Classification

" Enter one or multiple URL, separated by a line break (use ENTER key). Domains with symbols are not accepted (except for hyphens). e.g. www.user@email.com or ftp://username.ftp.com"

Please input a URL

0 out of 10

Step 2: Review and Assign New Ratings and Classification

URL	Current Safety Level and Category	Suggest a New Category
Your URLs will appear here The current rating/classification for each URL will be displayed for your review
Fetching current rating and classification…
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{{result.url}}	SAFETY LEVEL {{result.wrs}} CATEGORY {{unit.rating}}	Select classification Adult Business Communications and Search General Internet Security Lifestyle Network Bandwidth Click to select a category

Case Severity

Low

Medium

High

Critical

See Definitions

Business Impact

Please input the Business Impact.

This significantly impacts my business operations.

I have after-hours resource available to work with Trend Micro.

CC Email(s)

There are one or more invalid emails.

Enter email or emails separated by a comma (,) or select recipients from Contact list.CC Recipients will receive future case updates, case creation/closure notification are not included.

Contact Method

Phone

Please select contact method.

Phone Number

Preferred Time

Cancel

Quick Update/Add Product Profile

Please ensure the product information are updated. If not, you may edit the fields here.

This product may no longer be supported by Trend Micro or may have data issues. Please update profile to a new version or cancel edit.

Step 1: Select a product profile to edit, or add a new one

Step 2: Edit the information for the selected or new product profile

Please complete all the required fields to proceed.

Profile Name

Please input a Profile Name.

You have reached a maximum of 100 character

Product

Please select a Product.

Operating System

Please select an OS.

Product Version

Please select a Product Version.

Product Language

Email Domain

Please use correct format for email domain (e.g. trendmicro.com)

Product Activation Code:

Hardware Model:

Please select a Hardware Model.

OfficeScan Toolbox GUID

Virus Pattern Type:

Conventional Pattern

Smart Scan Pattern

Product Settings:

Smart Scan Server

Web Reputation Enabled

Behavior Monitoring

Email Reputation Filtering / Spam Filtering Enabled

Subscription:

Yes, I'd like to subscribe for the Article/Solution updates via Email

Enable auto-build detection

Product Build

Product Case Attachment Issues

There is a known issue where the product case attachment field does not properly display in some browsers. If you've encountered this, please try the following steps:

Open your browser's settings and find the list of Trusted Sites.
Add the following URLs to the list of Trusted Sites: https://box-us-file.trendmicro-cloud.com ; https://sfdc-prod-00du0000000jknemao.s3-accelerate-amazonaws.com/
Save the settings and refresh your browser.

We are continuously looking into this issue and how to permanently resolve it. If the field still does not display properly after following these steps, please alert us using this form. Thank you and sorry for the inconvenience.

Select from Contact List

	Contact List

This feature is available to Premium Service customers only. You may enter emails in the the text field instead (one email per line).

Issue Category

Product Issue
Threat Issue

Appliance Hardware: For hardware-related issues affecting a Trend Micro appliance product (ie. Network Viruswall, Interscan Gateway Security Appliance, Interscan Messaging Appliance, etc.
Installation: Problems installing the entire product or a component of a product.
Uninstall: Problems removing a component or the entire product from the system.
Update or Rollback: Issues related to component updates and rollback such as pattern and scan engine update failures.
Configuration: Issues relating to setting up and enabling a functionality of a product like Realtime scanning, notification, Firewalls, and etc.
User Interface Defects or Documentation Questions: Management Console or Client-side console problems and product documentation (Installation Guide, Administrator Guide, or Online Help concerns.
Performance: Degradation or poor system performance after enabling a function or installing the product.
System Crash: Crash, hang, Blue-screen-of-Death (BSOD), ABEND, Core Dump, etc. after installing a component, enabling a feature, or installing the product.
Compatibility: Issues caused by a conflict between Trend Micro products and an operating system, platform, or a 3rd party application.
Other Product Related Questions: Other technical concerns that do not fall within the above categories.
Account Administration: Issues on enabling or disabling access to an online account.
Licensing and Activation: Issues related to Buying, Rebates or Refunds, License Change Requests, Renew Product, or Request for New Registration or Activation Code.

Click here to learn more about Product Issue

Threat Sample Analysis (File, Email, URL): Select this issue category if you would like file(s), email(s) or URL(s) to be analyzed for malicious content. However if you seek some help in investigating an infected system or compromised environment, please select 'System Infection / Compromised Environment' as issue category.
System Infection / Compromised Environment: Select this issue category if you believe one of your hosts is infected or have some indicators that your environment might be compromised. Please share as many details as possible in regards to the symptoms that lead you into this direction. However if you just want to check a file, email, or URL for malicious content please select 'Threat Sample Analysis' as issue category.
File False Positive: Select this issue category if a legitimate file or one of your business applications is being flagged by our solution as a threat or potential threat.
Phishing Email: Select this issue category if one of your users/recipients has received an email that is being thought to be a 'Phishing' email. If those samples are not phishing emails, we will change the issue category to 'SPAM'. The Phishing Email Symptom 1.Legitimate websites or financial institutions asking for personal information 2.Emails or pages that have spelling and grammar errors 3.Intimidating or alarming subject lines 4."Phishy" links in emails and social media posts"
Spam: Select this issue category if one of your users/recipients has received an email that is being thought to be a 'spam'/unwanted email.
Spam False Positive: Select this issue category if one of your users/recipients did not receive or has got a legitimate email flagged as 'spam' by our solution.
URL Reclassification: Select this issue category if you would like to propose or suggest a new category & rating in relation to a web site or URL. If the web site or URL is associated to malicious activities, please use 'Threat Sample Analysis (File, Email, URL)' as issue category instead.
Threat Inquiry: Select this issue category if you would like more information about a threat, news article, security advisory or if any of the other issue categories doesn't suit your request.
Request On Demand Health Check: Select this issue category if you are MDR advanced customer and would like to request on demand health check for your endpoint.

Click here to learn more about Threat Issue

New Request

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