Applies To: WatchGuard Advanced EPDR, WatchGuard EPDR, WatchGuard EDR
This topic describes how you can get a digital signature for a program or file, unblock a program or file, report a file that shows as pending for a length of time, or report malware that WatchGuard Endpoint Security does not detect.
Get a Trusted Digital Signature
To stop Advanced Protection from blocking a program or file from an environment where you frequently update software, and the program or file is susceptible to a block because it is unknown, you can send the program or file to Support as a digitally signed file with a trusted signature. After verification, WatchGuard can add the program or file to an allowlist so that the program or file is no longer unknown.
To obtain a WatchGuard digital signature for a program or file:
- Make a copy of the digitally signed file.
- Describe the file, specify the reason you want the file to be on the allowlist, and contact Support.
Program is Blocked as Unknown
On the Endpoint Security Status > Security dashboard, unknown processes show in the Currently Blocked Programs Being Classified tile until WatchGuard EPDR or WatchGuard EDR analyzes them. Sometimes, it is not possible to complete the analysis because the file is too large or no longer available on the endpoint. When this happens, unknown files might continue to show in the Currently Blocked Programs Being Classified tile.
You can remove a blocked program that is in the process of classification. For more information, go to Blocked Third-Party Programs.
When Endpoint Security blocks a program that is then reclassified as goodware, the program no longer shows as blocked. You can see the program in the History of Blocked Items list.
For further assistance, contact Support and provide a description of the issue, the name of the program, and the date of detection.
Files Pending Classification
If a program or file remains on the Currently Blocked Programs Being Classified tile for an extended period of time, and it is not classified, there could be an Endpoint Security communication issue. For this type of issue, contact Support.
Known Malware Not Detected
If Endpoint Security does not detect malware on the computer, but you know that a malware infection exists and that the Endpoint Security product did not detect it, you can use the PSInfo Sample Submit tool to send a sample file to Support. For more information, go to PSInfo Sample Submit.
Contact Support
If you have to contact Support, you can use the PSInfo tool to provide diagnostic logs to help Support troubleshoot your issue. For more information, go to Get Started with PSInfo.