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Submitting False Positives

This Article Applies to:

  • Avast Business Hub
  • Avast Business On-Premise Console
  • Essential/Premium/Ultimate Business Security
  • Small Office Protection

When you contact Avast Business Technical Support with a technical or malware-related issue, you may be asked to upload specific files from your PC to the FTP server for further analysis.

Sending Files via Antivirus Client

You may send a detected file in the local Essential/Premium/Ultimate Business Security client's Virus Chest to be analyzed by our virus lab.

  1. Open the local Antivirus client on the device that detected the file
  2. Click on Protection in the left panel
  3. Click Virus Chest in the slide-out menu
  4. Check the box next to the file you want to send
  5. Next to the Delete button, click the down arrow
  6. Click Send for analysis in the menu
  7. Select False positive and, if desired enter details, then click Send

Sending Files Manually

You can manually submit falsely detected:

Submitting files/URLs is an automated process and you may not receive a reply or further information about the files/URLs you send. Please allow at least a few business days for your files and/or site to be analyzed. Once our virus lab have confirmed the file/URL is a false positive, your Antivirus clients should automatically receive the update within the next 24 hours.

Submitting Larger Files via FTP Server

If your false positive files are larger than 50MB, you will need to submit them to the Avast FTP Server and send the file information to the Technical Support team.

Preparing Files for Uploading

  1. Compress your files to a .zip archive following these steps:
  2. Download and run the installer for 7-Zip
  3. Select and right-click all requested files and click 7-Zip ▸ Add to archive from the context menu
  4. Under Archive, provide your preferred archive name to identify it on our FTP server
  5. Under Encryption, enter virus for the password
  6. Click Ok to create the compressed archive, which will be located in the same folder as the original files

Uploading Files to the FTP Server

Upload a file or an archive to the Avast FTP server with any FTP client software using the following parameters:

File Protocol Encryption Host Name Port Number Login (username/password) Directory
FTP No encryption ftp.avast.com 21 anonymous/anonymous /incoming

Only upload files to the FTP server that have been requested by Technical Support representatives, and notify your Support Agent when you upload files to the server. You cannot see any content on the server, even the files you upload.

After uploading an archive to the Avast FTP server, ensure that you notify Technical Support of the filename and password for the archive. Without this notification, we may be unable to locate your archive on our FTP server and analyze your files.

If you are not already in contact with us, submit a ticket to Avast Business Technical Support at https://www.avast.com/business-support-contact. Include the following details in your message:

  • Account email address
  • Version of your Antivirus program and virus definitions (VPS)
  • Windows operating system version
  • File name and password of the uploaded archive
  • Details of your issue

Downloading and Using FTP Software

If you do not already have FTP software, follow these steps:

  1. Download and run the installer for WinSCP with default settings
  2. Double-click the WinSCP icon on your desktop to run the FTP client
  3. On the login screen, enter the parameters listed in Uploading Files to the FTP Server
  4. Click Login to connect to the FTP server
  5. Double-click the incoming folder on the right side of the screen
  6. Right-click the archive with your files on the left side of the screen and select Upload
  7. Click Ok to upload the archive to the incoming folder on the FTP Server

Other Articles In This Section:

Whitelisting Program

Related Articles:

Using the Avast Support Tool