Norton Internet Security / Norton AntiVirus

[john7]

Multiple attempts to get the right letters/numbers defeated me so I have given up.

I have had a WS.Reputat​ion.1 detection result for "the_undelete_setup" from http://the-undelete.com/undelete.php, I ran many other programs over it and it came up clean. How you are meant, or maybe not, to get a report off I have no idea as every time I was convinced (and my wife was at the end as well) that I had the right codes going in!

Would some one who is able to get a report passed on please do so.

[Yaso_Kuuhl Norton Fighter]

Hi john7,

Did you try submitting the false positive as outlined over here in this sticky post?

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

Alternatively, you can contact Symantec Customer Service at the link below (free chat service for US and Canada), and they might be able to forward the report to the right people if you're having troubles with the form:

http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

[john7]

Yes its the Security characters that defeated me. I'm in UK so if no one can pass this on I have done all I can. I am less than impressed with how hard it is to pass on a false positive!

[john7]

I have been sent a e-mail by Symantec Security Response giving me a link to a different form to fill in. After many attempts at the coda it worked, only to want more information which I don't have to be filled in. Clearly Symantec are not interested in end users being able to report false positives and it stinks to me given how easy other security programs make it.

Why as an end user should I have to spend so much time trying to inform them of a error and resulting problems caused for me!

[mythbuster]

john7,

Welcome to the community!

I can understand your frustration. Sometime back I came across an FP from Norton on WOW and they acted on it immediately. Please understand that I'm not trying to defend them in any manner. It is very unfortunate for security vendors to come across an FP and who knows about it better than MCafee in the recent times. We as responsible customers need to understand that it is inadvertant and would like to bring it to their attention. This is just my opinion and not a benchmark for users, so please don't mistake.

By the way, I'm curious to know if this is the form that you were sent to submit the file.

https://submit.symantec.com/dispute/false_positive/

What part of information in the form is that you don't have. Let us know if you would like to and we will do what best we can to assist you.

Edit: Including link to a thread from a Norton employee after doing some thorough search on this ws.reputation.1 issue.

http://community.norton.com/t5/Norton-Internet-Security-Norton/Again-Repuation-1-detections-for-ever...

-MbR

[john7]

Hi yes

https://submit.symantec.com/dispute/false_positive /

was the link I originally tried using but we were unable to get the Security characters right/accepted.

 It was the form

 https://submit.symantec.com/dispute/insight/

that I finally got the Security characters to work only to be told SHA256 Information needed filling and I gave up again at that point and have no intention of wasting yet more time. Clearly Symantec have no interest in getting reports and correcting errors. Being dyslexic with poor eyesight doesn’t help with these security systems, but my wife who isn’t either put in the letters etc as well (from a high definition 22inch screen used for graphics editing  so there was no way of getting a better display) and she failed a number of times as well!.

The problem is the way low use/new programs get zapped leading to a WS.Reputation.1. If your program you want to install can be removed so fast the way of getting it corrected should be as fast/easy as well but as I found it’s not. It’s a nightmare but other security programs even have an option to send direct a false positive from the program.

[dash]

Hi John,

I'm really sorry to hear that you had so much difficulty with the dispute process. The feedback we get through this process is extremely valuable and we want to make it as easy as possible. We are currently working to simplify the dispute page, and this redisign should be available within the next couple of months. Thanks for bearing with us.

[floplot Norton Fighter]

Hello dash

Is there an alternate way that the O/P can get some help now so he can get his false positive submitted. Perhaps a phone call from a Symantec employee to get the needed information in this case?

[mythbuster · Accepted solution]

Hi john7,

I see that dash is on the thread and your feedback on the usability is taken care of. I reproduced the problem by visiting the URL mentioned in your post and dowloading the Undelete Setup file. It was indeed detected as ws.reputation.1 and with the risk category as Medium.

I've now submitted the file information in the Insight Dispute Submission form in the link below.

https://submit.symantec.com/dispute/insight/

I've also received an acknowledgement from the respective team about the submission. I'll post a reply to this thread as soon as I receive any further information. Hope this helps.

-MbR

[floplot Norton Fighter]

Hello mythbuster

Thank you for doing this for the O/P