With Acronis Cyber Protect Home Office, Acronis Cyber Protect you gain real-time protection with AI-based static and behavioral heuristic antivirus, antimalware, antiransomware, and anticryptojacking technologies. It means that it uses heuristics and analyzes software behavior, rather than relies on signatures only.
These features use smart and complex behavior analytics to determine any possible incoming threats. However, sometimes a harmless software can produce a suspicious behavior or there might be a rare unauthorized code which you think should have been blocked by Acronis protection - we treat all this feedback from our partners and customers very seriously and appreciate your reports that help us make Acronis protection even better.
Below there's a way to share this information with us.
Definitions
False Positive Case – when you receive an alert about an application or URL you know is benign
Example: AV software on your computer incorrectly identifies a harmless program as a malicious one.
False Negative Case – when the software fails to block a threat
Example: you scan a binary with a confirmed virus and the AV does not raise an alert.
How to report such cases to Acronis?
Please, collect the information described in the sections below (depending on the feature) and choose one of the following ways to report a problem:
URL filtering scans all web traffic and helps block malicious content. Both HTTP and HTTPS connections will be checked.
Example - A phishing website (sometimes called a "spoofed" site) tries to steal your account password or other confidential information by tricking you into believing you're on a legitimate website. URL filtering feature blocks phishing websites. It can also block/allow various kinds of categories.
Symptoms
If a website is not malicious and URL filtering is blocking it.
Alert is raised when URL filtering assumes a website malicious.
If you would like us to put it into allow list, please, send us the information from the list below
Information needed
Description of false positive. Does it happen regularly? Is the site known to you?
Screenshot of the alert you are receiving
Link to the page getting blocked. Note: if the site is internal, please, raise a support ticket.
Optional: Please collect SystemInfo as described in this article and enclose the link
If a website is malicious and URL filtering is not detecting it as harmful.
Example – If you confirmed the site does phishing attacks / Sensitive data is stolen by a phishing website used by employees and URL filtering did not detect the website as malicious.
Information needed
Description of false negative. Is the site known to you? Why do you think this is a false negative? Any details you can share about the site?
Link to the page you consider malicious. Note: if the site is internal, please raise a support ticket.