topic Re: Star Trek Online Beta exe file; Norton detects threat in Norton Internet Security / Norton AntiVirus

Star Trek Online Beta exe file; Norton detects threat

ltolman — Sun, 24 Jan 2010 02:29:19 GMT

G:\games\cryptic studios\star trek online\live\crypticerror.exe is the location

A program was behaving suspiciously detected by SONAR.

currently this file is Quarrantined; I originally checked these boards for this problem, then went to Star Trek Online forums to see if anyone else has this problem and the answer is yes. Ironically I installed this client January 17th 2010 though for this particular file I am unsure. This MMO game was recently patched so it couldve came then (Friday) but anyways Cryptic studios hasnt made any comments and someone else said to get a hold of Symantec so here I am.

I was wondering what we can do about this or if this file would be fixed by launch of STO (Feb 2nd 2010) ? Thanks

Re: Star Trek Online Beta exe file; Norton detects threat

cgoldman — Sun, 24 Jan 2010 02:39:05 GMT

I am not sure exactly what your question is. However, if you decide to recover the file from Quarantine you can flag it so that it is not re-trashed again by Sonar

Re: Star Trek Online Beta exe file; Norton detects threat

ltolman — Sun, 24 Jan 2010 02:39:22 GMT

hmmm ooops. Okay so I decided to restore the file. Then did a folder scan on it; and it didnt detect anything. I did a file scan; still nothing. Yet I got this error after trying to play this game; so the file needs to be active before SONAR picks it up????

Re: Star Trek Online Beta exe file; Norton detects threat

dbrisendine — Sun, 24 Jan 2010 03:05:58 GMT

When you restore the file, did it give you the option of restoring AND excluding the file from future scans? If so, please choose this option. The file was not deleted so it is considered not a High Risk file. You could also disable SONAR in the settings; this will turn off the SONAR scanning for Low Risk items but still leave SONAR active for High Risk items (you can not totally turn SONAR off completely).

If you get a chance, please submit the file to Symantec as a False Positive here: https://submit.symantec.com/dispute/false_positive/ . This will help Symantec fine tune the SONAR engine to not detect this file again.

Re: Star Trek Online Beta exe file; Norton detects threat

cspencerjr — Wed, 03 Feb 2010 02:13:13 GMT

It's already the launch of the game, and sonar still see's the file as doing something suspicious.

Any idea of when this will be resolved? I have updated Norton many times and still no dice.

Even when I flag it not to be scanned it still gets quarantined the next time I exit out of Star Trek Online.

Any other idea's?

Thanks.

Re: Star Trek Online Beta exe file; Norton detects threat

cgoldman — Wed, 03 Feb 2010 08:14:43 GMT

dbrisendine wrote:

If you get a chance, please submit the file to Symantec as a False Positive here: https://submit.symantec.com/dispute/false_positive/ . This will help Symantec fine tune the SONAR engine to not detect this file again.

Sorry to be slightly offtopic but I always have issues with this submission method. Firstly, the form states that it has to be submitted by the vendor without which no enquiry will commence. Second, it requires a download of the offending file. This is most difficult for users to organize. It means the file has to come out of quarantine and then be uploaded to free space and then capable of being downloaded. I think SYmantec should make this exercise much easier and allow zip files to be sent to it or to allow uploads from the persons computer via the form.

Re: Star Trek Online Beta exe file; Norton detects threat

Brutus — Wed, 03 Feb 2010 08:15:09 GMT

NIS 2010 is doing the same thing to me. Crypticerror.exe is an error reporting tool for cryptic games like Star Trek Online, City of Heros, etc, I think. I've restored it, told SONAR not to detect it anymore, etc, to no avail.

It doesn't effect anything, but it's annoying.

Re: Star Trek Online Beta exe file; Norton detects threat

cgoldman — Wed, 03 Feb 2010 08:16:24 GMT

cspencerjr wrote:
It's already the launch of the game, and sonar still see's the file as doing something suspicious.
Any idea of when this will be resolved? I have updated Norton many times and still no dice.
Even when I flag it not to be scanned it still gets quarantined the next time I exit out of Star Trek Online.
Any other idea's?

Thanks.

So I guess you are another affected user because you are not the original OP. It is possible that the executable file is being modified when you exit online and this is why sonar then picks it up again because it is different from the first excluded executable. I suggest you make a copy of the executable before and after the game and then run a bit comparison of the two files to see if they are identical or changed.

Re: Star Trek Online Beta exe file; Norton detects threat

Barrett — Wed, 03 Feb 2010 18:04:31 GMT

Hey guys,

We aware of this and working on a fix. Thanks for bringing it to our attention.

_Barrett