Possible Reasons for Analysis Failure

There are various reasons why the sandbox may not be able to analyze an object.

If the Risk Level column shows Not analyzed, the analysis of the object is complete but the sandbox has not assigned a risk level. The following table lists possible reasons for analysis failure and identifies actions you can take.

Reason

Action

The sandbox does not support the file format, or the file is empty.

To see the supported file type list, see Sandbox Supported File Types.

The sandbox does not support the encryption or compression format.

Make sure that you have specified the correct archive file and file passwords and resubmit the object for analysis.

The sandbox did not return an analysis result before the timeout period expired.

Resubmit the object for analysis. If the issue persists, contact your support provider.

If the submitted objects is an archive file that contains many files, we recommend extracting the files and submitting one (1) single object at a time.

The total file size of the extracted objects exceeds the limitation.

Verify that the total file size of the extracted objects does not exceed the limitation of 60 MB.

The sandbox 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.

An unexpected error has occurred.

Please resubmit the object for analysis. If the issue persists, contact your support provider.