07-17-2010 08:25 AM - edited 07-17-2010 08:27 AM
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 184.108.40.206) 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?
Solved! Go to Solution.
07-17-2010 08:41 AM
Please report the false positive to Symantec following the instructions in this post:
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.
Ladies and Gentlemen, we are now ready for take-off. We would like to remind you that smoking and flaming are prohibited on all boards of this forum. We wish you an enjoyable flight with Norton Airlines.
07-24-2010 05:01 PM
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.
07-24-2010 06:20 PM
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.
07-24-2010 06:55 PM
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.
07-24-2010 07:01 PM
Great, thanks very much for passing that on.
It also helps us if someone else comes on with the same or similar issue.