Protection - Malware/ Firmware/etc.
Protection - Malware/ Firmware/etc.
Legitimate programs flagged as Trojan.Generic.1252712
I just started up my PC, and Bitdefender began disinfecting it. I panicked and checked my quarantine folder—many seemingly legitimate apps were flagged as Trojan.Generic.1252712. I remember installing them; they are regular programs and games like Roblox, Steam, Photos, and other usual apps.
What should I do now? Is this a false positive? I can send the logs if needed.
UPDATE: They seem to be registry keys leading to an EXE?
Comments
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Hello.
Only the anti-malware researchers at Bitdefender Labs can help you with the issue.
First, take screenshot(s) of the issue,
create a log file on your Windows device using Bitdefender Support Tool, by following these steps:
https://www.bitdefender.com/consumer/support/answer/1733/
and
create a log file on your Windows device using BDsysLog, by following these steps:
https://www.bitdefender.com/consumer/support/answer/1922/
Next, contact Bitdefender Consumer Support by e-mail:
https://www.bitdefender.com/consumer/support/help/
with short description of the issue.
After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.
Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log files you already created in the first step.
Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.
Remember that the screenshot(s) and the log files will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.
NOTE: If any of the log file is larger than 25MB, you can upload the log file here:
https://upload.bitdefender.net/
After the upload is done, you will get a notification with the file's URL and then you can share the file's URL with the Bitdefender Consumer Support.
You could also report the blocked file(s) as false positive to Bitdefender Labs here:
https://www.bitdefender.com/consumer/support/answer/29358/
Regards.
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done, i did this a few hours ago, how long does it normally take roughly
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Hello again.
The usual response timeframe for an open case (open ticket) varies between 24 to 48 hours, depending on the workload and business hours.
As for the false positive report, the detection will be removed within the next 72 hours and implemented in the product through a Signature Update.
Also, @Alexandru_BD, who works for Bitdefender, can even prioritize your open ticket. All you have to do is to ask him to do that. 🙂
BTW, don't forget to buy pizza and beer for him and me. Just kiddin', just kiddin'! 😁
Regards.
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hey @Alexandru_BD
could you prioritize my ticket please? ticket number 10100706350 -
thanks in advance
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As far as I know, you cannot prioritize tickets sent to the malware research team because, unlike your ticket, other people might have also reported false positives or false negatives. I guess this is not related to Bitdefender product support, which is why the malware researchers take a maximum of 72 hours to determine whether the submitted sample is malicious or not.
If you still want to use your installed software, you can set it as an exclusion in your Bitdefender product until the final verdict comes from the malware researchers. Kindly note that Bitdefender malware researchers do not provide direct responses regarding the outcome of submitted samples. To check the result, you need to contact Bitdefender support, but only after the maximum timeframe of 72 hours, which is the standard duration for malware analysis.
If you still wish to use the software, kindly follow the steps below:
1) Temporarily disable Bitdefender Protection:
2) Set exclusions in Bitdefender Antivirus:
3) Set exclusions in Bitdefender Advanced Threat Defense:
4) Re-enable real-time protection in Bitdefender.
If you still want to proceed, you can contact Bitdefender support by visiting
Select, How to's & Troubleshooting Bitdefender products→Troubleshooting→I don't know→Contact Support→ You will get the option of chat, call or email.
Make use of the chat option to get in touch with a Bitdefender support agent, share your ticket ID, and ask them to prioritize your request.
Also, ensure you do not have any ad-blocker or privacy-blocker extensions enabled, as they might prevent the chat window from appearing.
Regards
Life happens, Coffee helps!
Show your Attitude, when you reach that Altitude!
Bitdefender Ultimate Security Plus (user)
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ok done thank your
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Let us know if we can proceed and close this post.
Regards
Life happens, Coffee helps!
Show your Attitude, when you reach that Altitude!
Bitdefender Ultimate Security Plus (user)
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Hello @swify,
Tickets are usually handled on a 'first come first served' basis, or 'first in, first out', because as you can imagine, there's always a queue, no matter which Support team you contact, this is how things work.
In some exceptional cases, or whenever an urgent situation/outage/backlog requires prioritization, the management can make the appropriate adjustments for ticket handling, but otherwise the cases are handled in a certain, predetermined order. Regardless of the necessary waiting time, be it long or short, each and every inquiry sent to them will eventually receive a response.I can confirm that the Support teams will reply to you in the shortest time possible.
Thank you for your understanding. I'll close this thread, so please keep in touch with the support teams on the open ticket.
Regards,
Alex
Premium Security & Bitdefender Endpoint Security Tools user
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