Bitdefender support fail

Status
Not open for further replies.

likeastar20

Level 8
Thread author
Verified
Mar 24, 2016
369
Sent the file to BD, they said "We have received an update from our laboratory in which we are informed that the file is clean and currently not detected by our engines.
File 16890524015540_Setup_exe[7a7728a6ed63717026afc70d90780d54] declared CLEAN"

This also contradicts their sandbox behavior. This is the first failure I've seen from BD business support. How did they check the file?:D




1.PNG
 
Last edited:

SeriousHoax

Level 47
Verified
Top Poster
Well-known
Mar 16, 2019
3,658
Did you choose false positives instead of false negative by mistake?
Besides that, I had a couple of situations where I got a wrong reply like this one while they actually created a signature. The replies are written by support staff and they sometimes make mistakes.
I'll check if BD detects it. Btw, you can reply to that email, add details like why it's a malware, include Virustotal links, etc details like that. The support staff will forward that to the malware analysts and they will check the sample again. I have done this in the past.
Or contact chat as @RansomwareRemediation suggested.
 

likeastar20

Level 8
Thread author
Verified
Mar 24, 2016
369
Did you choose false positives instead of false negative by mistake?
Besides that, I had a couple of situations where I got a wrong reply like this one while they actually created a signature. The replies are written by support staff and they sometimes make mistakes.
I'll check if BD detects it. Btw, you can reply to that email, add details like why it's a malware, include Virustotal links, etc details like that. The support staff will forward that to the malware analysts and they will check the sample again. I have done this in the past.
Or contact chat as @RansomwareRemediation suggested.
I replied to their email, let's see what they say. I still don't see any detection by BD on VT. Maybe you can try to send them the sample?
 

silversurfer

Level 85
Verified
Honorary Member
Top Poster
Content Creator
Malware Hunter
Well-known
Aug 17, 2014
10,320
Still not a proper signature, just the behavior blocker doing it's job.
I haven't said otherwise ;) as usual called "suspicious behavior" or similar one "generic...." always at first when the ATP (Advanced Threat Defense) does block unknown samples.
I have seen that for more than 100 times while testing BD Free. We will see if Bitdefender's professional analysts does add a more "proper detection name"
 

likeastar20

Level 8
Thread author
Verified
Mar 24, 2016
369
I haven't said otherwise ;) as usual called "suspicious behavior" or similar one "generic...." always at first when the ATP (Advanced Threat Defense) does block unknown samples.
I have seen that for more than 100 times while testing BD Free. We will see if Bitdefender's professional analysts does add a more "proper detection name"
Did you send the sample?
 
  • Like
Reactions: silversurfer

likeastar20

Level 8
Thread author
Verified
Mar 24, 2016
369
You may have chosen by mistake “false positive” on the submission form. Support scanned the file quickly, saw there is no definition and closed the case.
Could be a possibility, that's why I'm waiting for someone else to send the sample and see
 
  • Like
Reactions: silversurfer
Status
Not open for further replies.

About us

  • MalwareTips is a community-driven platform providing the latest information and resources on malware and cyber threats. Our team of experienced professionals and passionate volunteers work to keep the internet safe and secure. We provide accurate, up-to-date information and strive to build a strong and supportive community dedicated to cybersecurity.

User Menu

Follow us

Follow us on Facebook or Twitter to know first about the latest cybersecurity incidents and malware threats.

Top