When you contact Avast Support with a technical or malware-related issue, you may be asked to upload specific files from your PC to the Avast FTP server for further analysis.
The Avast FTP server can also be used to submit files to the Avast Threat Labs for whitelisting. Fill out the Whitelisting Program Application form, then upload your files as described below.
Select one of the following tabs according to your issue and refer to the sections in this article for instructions:
Compress requested files to a password-protected archive
Before you upload a requested file to the Avast FTP server, compress the file to an archive (for example, a .zip, .rar, or .7z file) using the password virus.
- Download and run the installer for 7-Zip from www.7-zip.org to install the free file archiver on your PC.
- Select and right-click all requested files and, from the context menu, select 7-Zip ▸ Add to archive.
- Under the heading Archive, provide a unique filename, such as your email address, to identify your archive on our FTP server.
- Under the heading Encryption, provide the password virus.
- Click OK to create the compressed archive.
The newly compressed archive is located in the same folder as the original files.
in your system tray and selecting Avast shields control ▸ Disable for 10 minutes.
Upload an archive to the Avast FTP server
After compressing the requested files to a password protected archive, upload the archive to our Avast FTP server with any FTP client software using the following parameters:
| File protocol: | Encryption: | Host name: | Port number: | Login (username/password): | Directory: |
| FTP | no encryption | ftp.avast.com | 21 | anonymous (anonymous/anonymous) | /incoming |
| File Transfer Protocol | Used by default | Avast FTP server | Used by default | Arbitrary username and password | Upload folder on Avast FTP server |
- Only upload files that have been requested by Support representatives.
- Notify us when you upload files to the server.
- You cannot see any content on the server, even files you upload.
If you do not have FTP software, follow these steps:
- Download and run the installer for WinSCP from www.winscp.net to install this free FTP client software on your PC (keep the setup defaults while installing).
- Double-click the WinSCP icon on your desktop to run the FTP client.
- On the WinSCP Login screen, change File protocol to FTP, provide the credentials from the table above, and click Login to connect to the Avast FTP server.
- When a connection to the Avast FTP server is established, double-click the incoming folder on the right side of the WinSCP screen.
- Locate the archive with the requested files on the left side of the WinSCP screen, right-click it, and select Upload... from the context menu.
- Click OK to upload the archive to the incoming folder on the Avast FTP server.
Provide the filename and password of the archive to Avast Support
After uploading an archive to the Avast FTP server, ensure that you notify Avast Support of the filename and password for the archive. Without this notification, we may be unable to locate your archive on our FTP server and analyze your files.
If you are not already in contact with us, submit a ticket to Avast Support. Include the following details in your message:
- Customer or Order Number
- Version of your Avast Antivirus program and virus definitions (VPS)
- Windows operating system version
- Filename and password of the uploaded archive
- Details of your issue
Preparing files for upload
If you are uploading a single file, you can proceed to the next section of this article. However, if you are uploading multiple files, compress the files to a ZIP archive first by following these steps:
- Download and run the installer for 7-Zip from www.7-zip.org to install the free file archiver on your PC.
- Select and right-click all requested files and, from the context menu, select 7-Zip ▸ Add to archive.
- Under the heading Archive, provide your preferred archive name to identify it on our FTP server.
- Under the heading Encryption, do not enter any password.
- Click OK to create the compressed archive.
The newly compressed archive is located in the same folder as the original files.
in your system tray and selecting Avast shields control ▸ Disable for 10 minutes.
Upload a file or an archive to the Avast FTP server
Upload a file or an archive to the Avast FTP server with any FTP client software using the following parameters:
| File protocol: | Encryption: | Host name: | Port number: | Login (username/password): | Directory: |
| FTP | no encryption | whitelisting.avast.com | 21 | Your account credentials (received after joining the Whitelist Program) | /share |
| File Transfer Protocol | Used by default | Avast FTP server | Used by default | Arbitrary username and password | Upload folder on Avast FTP server |
- Only upload files to our FTP server that should be whitelisted.
- You cannot see any content on the server, even files you upload.
If you do not have FTP software, follow these steps:
- Download and run the installer for WinSCP from www.winscp.net to install this free FTP client software on your PC (keep the setup defaults while installing).
- Double-click the WinSCP icon on your desktop to run the FTP client.
- On the WinSCP Login screen, change File protocol to FTP and provide your credentials. Then click Advanced.
- Select Directories from the menu on the left. In the Remote directory field, type share and click OK.
- Click Login to connect to the Avast FTP server.
- Locate the files to be whitelisted on the left side of the WinSCP screen, right-click it, and select Upload... from the context menu.
- Click OK to upload the archive to the share folder on the Avast FTP server.
Avast Threat Labs will be notified automatically after you upload your file. Uploaded files will be processed within 24 hours after uploading.
You will not be notified about the whitelisting process, however you can update virus definitions and scan your file to check if it has been added.
- All available Avast software products
- All supported operating systems