Submitting False Positives

This Article Applies to:

  • Avast Business Hub
  • Avast Business Cloud Console
  • Avast Business On-Premise Console
  • Avast Business Antivirus
  • Small Office Protection
  • AVG Business Cloud Console
  • AVG Business On-Premise Console
  • AVG Business Antivirus

When you contact Avast or AVG 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

Sending Files Manually

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 or AVG 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

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

Using the AVG Support Tool