Norton Internet Security / Norton AntiVirus

[jamason56]

I am trying to install the game "Hired Guns - The Jagged Edge" (Matrix Games). I am using the original DVD. Towards the end of the installation, I receive one message from the game installer "Access to an unnamed file was denied" and one from Norton Internet Security (Version 17.7.0.12) File Insight "Game.exe (Trojan Horse)" Auto-Protect blocked this virus. I do notice that the installation of this game proceeds very, very slowly, expecially considering that it is only one DVD.

I'm attaching pictures of both messages.

Can you help me solve this problem?

Thanks,

John

[Yaso_Kuuhl Norton Fighter]

Hi John,

Please report the false positive to Symantec following the instructions in this post:

http://community.norton.com/t5/Announcements/How-to-report-false-positives/m-p/225309#M19

After submission, the file will be analysed and if it is a false positive, then the virus definitions can be corrected to prevent the issue you are experiencing.

[jamason56 · Accepted solution]

I want to take this opportunity to thank Kevin Haley, Director, PM of Symantec Security Technology and Response.

It took a few tries, some back and forth emails, and perserverance, but Kevin got to the root of the issue and resolved the problem. I think this is great response from Symantec and I much appreciate it.

John

[AllenM Norton Fighter]

Hi John,

Thanks for the update. Can you share some details as to what was done to resolve it? I presume that Symantec added this program to the white list. Would this be correct?

Thanks very much.

Allen

[jamason56]

Hi Allen,

I was getting a File Insight False Positive on the game's 'game.exe' file. NIS showed 'game.exe' as a Trojan Horse and Auto-Protected. The game installer then reported that it was unable to access the 'game.exe' file. However, NIS did not quarantine the file; it was only blocked. After some back-and-forth messages, the problem was found and the AV file definitions were updated to correct the problem (I assume the .exe was white-listed, as you mentioned). I ran LiveUpdate; the next time I installed the game, all was fine. HTH.

John

[AllenM Norton Fighter]

Hi John,

Great, thanks very  much for passing that on.

It also helps us if someone else comes on with the same or similar issue.

Best wishes.

Allen