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How to Create New Non-Technical Support Issue

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I am running Acronis TrueImage 2021 and the CyberProtect tool detected what it considers Ransomware on a file used by TurboTax to search for updates. I would like to raise a Non-Technical issue with Acronis to see if they can verify that this file is truly a bug. I think it might be because Microsoft Defender also clamped on the file immediately after it was downloaded. Actually it knocked Defender offline. It took a while to activate it again. I raised a flag with the FBI but haven't received a response in almost a month. The file is still quarantined by Acronis.

The problem is I cannot seem to find the link to raise the Non-Technical Issue like I was able to do last year. Can you help?

Thanks!

Warren

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Warren, the option to raise a non-technical issue is found from within your Acronis Account web page.

However, I don't know that your scenario really comprises a non-technical issue as such or whether you will be asked to demonstrate that the same issue happens with ACPHO ??

What I would suggest, assuming that you can either safely download another copy of the problem file, or else release it from quarantine, would be to upload the file to the Virus Total web service where it can be scanned by a large range of different antivirus services to determine if it is truly a potential malware container or is innocent?

In the meantime I sent an email to the team that handled a previous case. Hopefully I can open a ticket that way.

Thanks Steve for the link. I tried that approach to submitting the ticket but cannot find Acronis TrueImage 2021 listed. I will submit the questionable file to the site you listed. Thanks!

As I suspected that site didn't detect a problem because the file was zipped and encrypted by CyberProtect. I'm not about to restore it either because it it is really a malware it could do untold damage. Maybe just leave it alone.

VirusTotal wouldn't be able to decrypt any file directly from quarantine.  It should be safe to upload the original file provided you make no attempt to run / execute that file.  I have used the online virus scan service many times with a variety of results from files I have submitted - most have been innocent but an occasional one has been flagged by some services and not by others!

Out of interest what is the original file name?  Have you tried doing a web search using just the name to see if other people are reporting any issues with it?

Warren,

What version of Cyber Protect are you running?  Updating to the latest version may solve the issue you have with the file being flagged as malware.

I use Turbo Tax along with Acronis Cyber Protect Home Office version 40338 without the issue you face.

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Warren Metzger wrote:

As I suspected that site didn't detect a problem because the file was zipped and encrypted by CyberProtect. I'm not about to restore it either because it it is really a malware it could do untold damage. Maybe just leave it alone.

Hello Warren.

The issue with raising a ticket happens because the subscription you have registered is expired. Once this happens you are just able to raise a ticket for recovery issues.

Thanks in advance! 

Thanks everyone for your responses! This is a non issue right now because I needed to turn off Cyber Security to manually remove files on my backup drive. When I turned Cyber Security back on the quarantined file was gone. Not in the recycle bin.  Virus scans since then have not detected anything so I assume that the file was permanently deleted.