SecureAPlus uses Universal AV and the Offline AV to diagnose threats found on your computer. If a file is detected by Universal AV or Offline AV but you strongly believe that this is not a harmful file, you can report it as a False Positive.

Preparing to Send the False Positive Report

On any of the Application Whitelisting, Universal AV, and Offline AV prompts, simply clicking on the file address location of the detected file on the prompt will open an Explorer window that displays the file that you wish to report as false positive.

As preparation for sending the file, it needs to be compressed when attaching it to the email by using .ZIP, .RAR, or .7-Zip archive/container to help with reducing the file size and, where applicable, send multiple files together.

Windows Compress File

  1. Windows has a built-in feature to compress files, to use it:
  2. Simply select the file(s) by left clicking on it/them.
  3. Right-click and choose Send to among the available options.
  4. Select Compressed (zipped) folder and the files will compressed within the same location.

The compressed file can then be used for submission of False Positives.

Submit the False Positive to the SecureAPlus Support Team

Attach the potential false positive files to an email and send it to the following email address:

secureaplus@secureage.com

Use “Report False Positive” as the email subject line and include as much of the following details as possible:

  • Name of the Software and the Version (i.e. Microsoft Office 2010 Professional Edition)
  • Virus name stated by Universal AV or Offline AV
  • The engine(s) that detected it as a virus
  • URL download Link of the File (if applicable)
  • Short Description of Why You Think it’s a False Positive

Reporting of False Positives will take some time before results may be implemented. It is advised to provide as much information as possible to help properly diagnose the file.

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