Getting Support
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To speed up the problem resolution, when you contact our staff please provide as
much of the following information as you can:
•
Network VirusWall Enforcer 2500 model and image (firmware) version (if
possible)
•
Interface speed and duplex mode setting
•
Exact text of the error message, if any
•
Steps to reproduce the problem
Sending Infected Files to Trend Micro
You can send viruses, infected files, Trojan horse programs, and other malware to
Trend Micro. More specifically, if you have a file that you think is some kind of
malware but the scan engine is not detecting it or cleaning it, you can submit the
suspicious file to Trend Micro using the following Web address:
subwiz.trendmicro.com
Please include in the message text a brief description of the symptoms you are
experiencing. Our team of virus engineers will "dissect" the file to identify and
characterize any viruses it may contain and return the cleaned file to you within 48
hours.
Introducing TrendLabs
Trend Micro TrendLabs
SM
is a global network of antivirus research and product
support centers that provide continuous 24 x 7 coverage to Trend Micro customers
around the world.
Staffed by a team of hundreds of engineers and skilled support personnel, the
TrendLabs dedicated service centers in Paris, Munich, Manila, Taipei, Tokyo, and
Lake Forest, CA, ensure a rapid response to any virus outbreak or urgent customer
support issue, anywhere in the world.
The TrendLabs modern headquarters, in a major Metro Manila IT park, has earned
ISO 9002 certification for its quality management procedures in 2000 — one of the
first antivirus research and support facilities to be so accredited. Trend Micro
believes TrendLabs is the leading service and support team in the antivirus industry.
