24-Hour-a-Day Support
Trend’s Virtual Virus Hospital makes it easy for our
customers to send us virus-infected files for analysis and
cleaning.
Because we have offices
around the world, virus experts are on duty around the clock.
For example if a file is received at night in the United States,
the file is
routed to our virus analysis lab in Asia. In case of a particularly
challenging virus, the infected file is automatically routed to
the Trend Micro virus expert on duty.
Preparing Virus Samples
for Submission
You can submit virus samples to Trend electronically or
on a floppy disk. With any submission, it's important to include
the original infected file, or a copy of the original file that
has neither been scanned nor cleaned by any product.
If you think you have a computer
virus, follow these general steps to prepare virus samples for
both electronic and floppy disk submissions:
Preparation for "File Infecting"
and "Macro Viruses"
Create a directory or folder
named "Infected."
Move the following files to the
"Infected" folder:
- COMMAND.COM
- WIN.COM
- SETVER.EXE
- HIMEM.SYS
- DEBUG.EXE
- EDIT.COM
- FORMAT.COM
- FDISK.EXE
- Any other file you suspect is
infected
If you suspect your system has
been infected by a Word macro virus, move these additional files
to the "Infected" folder:
- NORMAL.DOT
- The original file
- Any other .DOC or .DOT file
you suspect is infected
If you suspect your system has
been infected by an Excel macro virus, move these additional
files to the "Infected" folder:
- The original file
- Any *.XLS and *.XLA file you
suspect is infected
3. Compress all files you wish to
submit for analysis. Trend Micro virus engineers accept the
following compression formats: ZIP, ARJ, RAR.
Preparation for Boot Sector
Viruses
If you suspect that your computer's master boot record or
boot sector are infected, insert a floppy disk into your floppy
disk drive and format it. Send the floppy disk to Trend Micro
for analysis.
If you suspect a floppy disk
itself to be infected, don't insert it into your floppy disk drive.
Send it directly to Trend Micro for analysis.
Virus Sample Information
To properly analyze your submission, our virus
researchers require the following information with every sample.
Note that excluding this information may increase analysis time.
- Contact information: name,
address, phone number, email address
- Current operating system
- Date of last virus pattern
file update
- Description of virus-like
behavior
If a virus was detected by a
rival anti-virus product, include this additional information:
- Name of product and version
- Name of virus given by product
- Date virus was detected
- Peculiar activity: sounds,
graphics, dialog boxes
Submitting Virus Samples
to Trend Micro
You can submit your compressed virus sample files to
Trend Micro via email, FTP, or regular postal delivery.
Sending Floppy Disk via
Postal Delivery
- Label submitted floppy disks
with contact name and telephone number.
- Send virus samples and the
required virus sample information to the following address:
Trend Micro Inc.
10101 N. De Anza Blvd.
Suite 400
Cupertino, CA 95014
Attention: Virus Research
(Note that all diskettes
submitted become property of Trend Micro Inc.)
Sending Files via Email
- Send the compressed files as
an attachment to the following address: virus_doctor@trendmicro.com
- Send the virus sample
information in the message containing the compressed files.
|
