69412: Acronis Cyber Protect: How to report False Positive and False Negative cases

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    Last update: 10-02-2022

    Why do I have a false detection?

    With 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:

    Information collection

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