topic Threat Extraction results benign and file is empty. in Firewall and Security Management

Threat Extraction results benign and file is empty.

Dan_Roddy — Tue, 23 Jul 2019 17:08:59 GMT

We have a problem with downloading files (pdf, xls and csv) that have been evaluated for threats by TE cloud, results are benign and the files saved are empty - zero bytes. Trying to get my case worked on by TAC but they say no one is available. What has consumed all support?

Re: Threat Extraction results benign and file is empty.

Dan_Roddy — Tue, 23 Jul 2019 17:27:54 GMT

I should add, the file download link is complex (nested domains), probably causing the problem. I have tried several domain exceptions, none will work.

Re: Threat Extraction results benign and file is empty.

PhoneBoy — Thu, 25 Jul 2019 03:31:56 GMT

Have you escalated the TAC ticket?
Can you provide sample URLs where this is occurring, assuming they are external?

Re: Threat Extraction results benign and file is empty.

Dan_Roddy — Thu, 01 Aug 2019 18:25:42 GMT

I have been told this is a known issue with E80.89 and that there is an internal sk about the issue. I am asking for access to that internal sk but no one will give it to me. Why is that?

I finally got the complex nested domain exception boiled down to something that works. We were getting TE benign results with empty files of type: pdf, xls, xlsx and csv - I mean zero bytes.

Also, the url's are not accessible unless you are logged in. I told the case owner this and they continually tried to access the secured resource at State Street Bank.

Thanks,

Dan

Re: Threat Extraction results benign and file is empty.

Sal_Previtera — Thu, 24 Sep 2020 13:46:51 GMT

If it a know issues, than this is NOT being fixed because I am running in the same issues with Endpoint Version 83.11.2702 , 14 months after the original post.

What is the solution .....if any ?

Re: Threat Extraction results benign and file is empty.

PhoneBoy — Thu, 24 Sep 2020 15:39:52 GMT

If you have an SR on this with TAC, please PM me.