Threat Extraction results benign and file is empty.

[Dan_Roddy]

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?

[Dan_Roddy]

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

[PhoneBoy]

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

[Dan_Roddy]

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

[Sal_Previtera]

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 ?

[PhoneBoy]

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