Possible Reasons for Analysis Failure | Trend Micro Service Central

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If the Risk Level column shows a gray icon ( ), Virtual Analyzer has not analyzed the sample. The following table lists possible reasons for analysis failure and identifies actions you can take.

Table 1. Possible Reasons for Analysis Failure
Reason	Action
Virtual Analyzer does not support the file format, or the file is empty.	Check the supported file type list in the Virtual Analyzer > Sandbox Management > Submission Policies tab.
The available sandbox images do not support the file format.	Check the sandbox image information in the Virtual Analyzer > Sandbox Management > Images tab.
The URL exceeds the limit of 2083 characters.	Verify that the URL does not exceed 2,083 characters.
Virtual Analyzer does not support the encryption or compression format.	Check the password list in the Virtual Analyzer > Sandbox Management > File Passwords tab.
Virtual Analyzer does not support the file format.	Unsupported file type in current sandbox image. Check the sandbox image information in the Virtual Analyzer > Sandbox Management > Images tab.
Virtual Analyzer is unable to access the Internet.	Verify the connection of the sandbox management network to the Internet.
An unexpected error has occurred on the Sandbox for macOS.	Please contact your support provider.
The Sandbox for macOS did not return an analysis result before the timeout period expired.	Resubmit the object for analysis. If the issue persists, contact your support provider.
Unable to establish a connection to the Sandbox for macOS.	Verify the connection of the management network to the Internet.
The URL is invalid.	Verify that the specified URL is in a valid format.
Extracted file sizes exceeds total limitation	Verify that the total file size of the extracted samples do not exceed the specified limitation.
Archive extracted for analysis. Child file scanning is unsuccessful.	See the scan results for the extracted files.
Virtual Analyzer is unable to analyze the object. The available disk space is insufficient.	Verify that the disk space is sufficient to perform the analysis.
Virtual Analyzer is unable to analyze the object within the timeout period.	Resubmit the object for analysis. If the issue persists, contact your support provider.
Virtual Analyzer is unable to analyze the object. Dependencies that the object requires cannot be found.	Missing required files to execute the application. Use the Bundle files option to upload the required files to analyze the object.
Virtual Analyzer is unable to analyze the object. The object crashes while being analyzed.	Resubmit the object for analysis. If the issue persists, contact your support provider.
Virtual Analyzer is unable to analyze the object. The object must be run with the correct command line arguments.	Resubmit the object with the required command line parameters.
Virtual Analyzer is unable to analyze the object. The Office license has expired.	Re-import an image with a valid license for Microsoft Office.
An unexpected error has occurred.	Resubmit the object for analysis. If the issue persists, contact your support provider.
The license for the Sandbox for macOS has expired.	Please contact your support provider.
Analysis has been canceled by the user	A user has stopped the sample analysis in Interactive Mode. Resubmit the object for analysis.
Virtual Analyzer is unable to analyze the object within the timeout period	In Interactive Mode, a sample is not analyzed before the timeout period and Virtual Analyzer returns a rating of -45. Resubmit the object for analysis, set a longer timeout value, and start the sample analysis before the timeout period in Interactive Mode.