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Bitdefender does not detect malware

Some files may not be detected by Bitdefender even if they are malicious. This is called a false negative and usually occurs when the malware uses new (unexplored) techniques.

In order to promptly resolve this issue, we kindly ask that you send us the malware file(s) as described below:

Note

These files will be used for malware analysis only and will be treated accordingly.

  1. Locate the file(s) on your drive

  2. Add the malware files to a zip file using file compression software of your choice (WinZip, WinRAR, etc.)

    Note

    If you can not access the files you will need to temporarily disable the Bitdefender On-access antivirus protection on the endpoint where the file is located.

    To do this, clone your current policy, disable the protection, and apply the new policy only on the endpoint where the file is located.

    1. Go to the Policies page and select the policy you are currently using on the endpoint.

    2. Give the policy a descriptive name.

    3. Under Antimalware > On-access, disable the On-access Scanning by deselecting the checkbox.

    4. Click Save.

    5. Go to the Network page.

    6. Select the endpoint where the file is located, click the Assign Policy button and select the previously created policy.

    7. If this still does not provide you access to the file, disable any other security software you are using on the endpoint.

  3. Password protect the zip file with the password infected.

  4. Complete the Contact Customer Care form and provide us with the following:

    • The zip file (upload via Attach a file field)

    • The words FALSE NEGATIVE typed in the message body

  5. Click the SUBMIT button

  6. If you had issues accessing the file and had to apply the workaround provided in step 2, apply the original policy back on the endpoint and/or enable any other security software you have disabled.

Note

False negative reports are corrected as soon as possible once we receive the samples.

If you suspect that your computer is infected but Bitdefender does not detect any threats, please read this article.

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