Report a False Alarm
Antivirus is careful, and very occasionally it stops a file that's actually safe. If you're sure a file is safe, tell us.
Steps
- On the locked card, choose I think this is a mistake (in a small space it reads Not harmful?).
- Optionally, add a note: who sent it and what it is. For example, "This is our monthly rate sheet from a lender we work with."
- Choose Send Report.
What happens next
- The Antivirus team looks at the file again.
- If it's safe, it's cleared for everyone. A file that was saved unlocks by itself and you're told. A file that was never saved simply goes through next time it's sent.
- If it really is harmful, it stays blocked, and the team's note explains why.
- Antivirus also re-checks stopped files on its own every time it's updated. If a newer check clears a file, it unlocks automatically.
Administrators can follow every report on the False Alarms tab of the Antivirus Center.
Why your administrator can't simply unlock it
The same file can be shared by many organizations. If one organization could unlock a harmful file, it could reach people in another. So only the Antivirus team can clear a file, and every decision is recorded.
