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CHANGES TO THE EMAIL PROCESS FOR SUBMITTING SUSPECTED MALWARE

Technical Articles ID:   KB97009
Last Modified:  2024-04-04 17:09:23 Etc/GMT


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ENVIRONMENT

Trellix Advanced Research Center (ARC)


SUMMARY

Beginning April 12, 2024, the email process for submitting suspected malware
(false negative or false positive) is transitioning from McAfee Labs to Trellix.

From this date, customers using the email submission process to submit suspected
malware should use one of the following new email addresses to submit suspected
malware to Trellix Advanced Research Center (ARC) for analysis:
 

Old McAfee Labs Email Address New Trellix ARC Email Address Use
virus_research@avertlabs.com malware_research@trellixsecurity.com General
submission with an automated reply samples@avertlabs.com
samples@trellixsecurity.com Bulk submission with no reply
virus_research_gateway@avertlabs.com
malware_research_gateway@trellixsecurity.com Skyhigh Security email submissions


FAQ:

Do I need to start submitting samples via email to Trellix?
No, if you are currently using ServicePortal (Thrive) to submit samples,
continue to do so. ServicePortal (Thrive) is the preferred submission process to
use for Trellix customers. Note that there is no change to the ServicePortal
(Thrive) submission process.

Why are these email addresses changing?
This is part of the ongoing process to migrate Trellix customers from
McAfee-managed systems to Trellix-managed systems.

What will happen if I continue to send samples to the McAfee email addresses
after April 12, 2024?
Trellix ARC will not receive any of your submissions. You will need to resubmit
to the new trellixsecurity.com email address

Will McAfee forward my email submissions to Trellix if I accidentally send
samples to them?
Customers should not expect McAfee to forward email submissions to Trellix after
April 12, 2024.

If I need to submit via email, what is the process?
See KB68030 - Submit samples to Trellix Advanced Research Center for suspected
malware detection failure.







AFFECTED PRODUCTS

 * Customer Submission Tool






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