Cylance (now Arctic Wolf) False Positive & Blacklist Removal

By DrGlenn — USA-based WordPress security specialist· 290+ cleanups across 34 countries· Updated June 22, 2026

Is Cylance (now Arctic Wolf) flagging your website or file?

If Cylance (now Arctic Wolf) is flagging your site or a file — often showing up as “Unsafe” / “Abnormal” file classification; AI/ML (CylancePROTECT / Aurora engine) — it is either a real infection or a false positive from a past issue. Here is how to get it cleared.

Step 1 — Confirm it is really a false positive

Do not request removal while malware is still present, or the flag returns. Check first:

• Run my free Is My Site Hacked? checker.
• Cross-check on VirusTotal to see every engine flagging you.

If anything turns up, get it fully cleaned first — deleting the visible malware is not enough if a backdoor remains.

Step 2 — Report the false positive to Cylance (now Arctic Wolf)

Cylance is now Arctic Wolf (Aurora Endpoint Security); the current VirusTotal FP contact is the Arctic Wolf mailbox. Submit here: virustotal@arcticwolf.com (email)

1. Identify the “Cylance” engine flag on the VirusTotal report.
2. Email virustotal@arcticwolf.com with the VT permalink, SHA-256, and proof the file is legitimate.
3. Aurora/Cylance customers can submit the sample for re-analysis and set exclusion rules in the console.
4. Enable auto-upload in the device policy so the latest analysis applies.
5. Re-check after review.

Good to know: Ownership changed twice: Cylance → BlackBerry → Arctic Wolf (Feb 2025), now “Aurora Endpoint Security.” The old cylancefilesubmit@cylance.com is dead — use virustotal@arcticwolf.com.

Step 3 — If the warning keeps coming back

A detection that returns after you have been cleared almost always means the infection was never fully removed — usually a backdoor in a theme file, a rogue admin user, or malware in the database. That is exactly what I fix. I am a USA-based WordPress security specialist: I remove the infection completely, submit the delisting on your behalf, and harden the site so it stays clean.

Get my site cleaned · See how it works · read my client reviews.

An Arctic Wolf / Cylance “Unsafe” on VirusTotal is a static machine-learning verdict. Compare it with the other ML engines in VirusTotal confidence labels explained.

Frequently asked questions

How long does Cylance (now Arctic Wolf) take to clear a false positive? Once the site/file is genuinely clean and you have submitted the request, most are resolved within a few days. Submitting while still infected only restarts the clock.

It keeps coming back — why? Because the real infection (a backdoor, rogue admin, or database payload) is still there. A full cleanup stops the loop.

More removal guides: AVG, Gridinsoft, Zillya · all vendor guides · full report-link directory.