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Understand the possible reasons why the sandbox may not be able to analyze an object.

The following table lists possible reasons for analysis failure and describes actions you can take.
Reason
Action
The sandbox does not support the file format, or the file is empty.
View the supported file types.
The sandbox does not support the encryption or compression format.
Verify that you specified the correct file password 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.
Tip
Tip
If the submitted object is an archive file that contains multiple files, Trend Micro recommends extracting the files and submitting one object at a time.
The total file size of the extracted objects exceeds the limitation.
Verify the total file size of the extracted objects does not exceed 100 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.
The sandbox is unable to access the URL.
The address may no longer be available or may require a proxy to access. Verify the URL and resubmit the object for analysis.