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Kudos0

I need help with a game

so I need help with a game and after a LONG, LONG, CONVERSATION WITH STEAM SUPPORT (helpful folk) they concluded, this program Norton is the problem of my game which wont launch. I did what I could, Verified files Pushed Buttons and other things. But I need help with the problems and putting the games files on Norton's Exceptions list

I didn't know where to put the post's forum

Replies

Kudos0

Re: I need help with a game

As a start do please give us some more information including what the game is.

Here's my boilerplate on the kind of information that helps us help you:

What version of Windows are you using including Service Packs and whether 32 bit or 64 bit as well as the Name and Version ID of the Norton product that you are using -- Help or Support / About is where that is, in the format of nn.nn.nn.nnn where n is a number.

If you have the COMCAST version of Norton 360 / Security Suite and not the normal retail version please be sure to tell us.

Please also say what internet browser you are using -- name and version number ...

If you get any error messages please give the exact wording of them as well as any other background that could be helpful.

We can advise you where to post, or get the thread moved, once we hear some details.

Hugh
Kudos0

Re: I need help with a game

First thing NO BIG WORDS ( they make me feel worse ) but  ( stop judging me )

I don't know where to find windows version and I believe it is 32 if not I don't know

I'm using Chrome I same as last don't know what version of this

and no error messages at all

Kudos0

Re: I need help with a game

If it's 32 bit then it's almost certainly Windows 7 although it could be earlier.

So click on the Start button and that brings up a Search Box at the bottom. 

Type

winver

in it and hit Enter on your keyboard.

That will take you to a screen with details but including Windows 7 plus Home Premium most likely. If not then give us what it says. It should also say Version NN (where N is a number) and Service Pack with a number after it. There should also be Build followed by numbers

If it is not Windows 7 please say what it says although I'm not 100% sure exactly what the earlier versions (VISTA and XP) get to the same information.

I suspect you must know what the name of your Norton Product is and I've said how to find the Version ID in it.

And you should know what the game is called .....

Hugh
Kudos4 Stats

Re: I need help with a game

Jimmy1204:

...But I need help with the problems and putting the games files on Norton's Exceptions list

Hi Jimmy1204:

Further to huwyngr's request for further details about your system configuration, if you search this forum for "steam" you will find several users having difficulty playing Steam games with Norton installed - see the comments in Skock's thread CPU Usage for one example.

It sounds like Steam customer service wants you to add exceptions for your Steam game folder to Norton as suggested in the Steam support article Antivirus software reports Steam games are malicious?  General instructions for creating scan exclusions are in the Norton support article Exclude Security Threats from Scanning.

In your Norton settings, go to Settings | Detailed Settings | Antivirus | Scans and Risks | Exclusions / Low Risks | Items to Exclude from Scans | Configure.  Click the Add Folders button in the Scan Exclusions window, browse to your game folder (likely C:\Program Files\Steam\) and click OK.

Then go to Settings | Detailed Settings | Antivirus | Scans and Risks | Exclusions / Low Risks | Items to Exclude from Auto-Protect, SONAR Detection and Download Intelligence Detection | Configure. Click the Add Folders button in the Real Time Exclusions window, browse to your game folder (likely C:\Program Files\Steam\) and click OK.


If that doesn't help it might also be necessary to modify the programs rules in your Norton Smart Firewall (Settings | Firewall | Program Control) to give your Steam executables full access through the firewall per the Steam support article Using a Firewall with Steam.  To test for an issue with your firewall, right-click on the Norton icon in your system tray, choose Disable Smart Firewall, temporarily disable your firewall for a short period of time (say 15 min) and then try playing a Steam game with the firewall temporarily disabled.  Report back if that helps and we can investigate further.  Just remember to re-enable your Norton Smart Firewall as soon as you've finished your test.
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32-bit Vista Home Premium SP2 * Firefox ESR v52.1.2 * NS Premium v22.9.4.8 * MBAM Premium v2.2.1

Kudos0

Re: I need help with a game

Thanks for the help, imacri, on how to do what's needed.

Hugh
Kudos0

Re: I need help with a game

Hi Jimmy1204:

I don't know if this is relevant, but I just noticed Hammer_Bro's 17-May-2017 thread Some more executables from STEAM that seem to be triggering Norton 360.  Some of his Steam files were incorrectly detected as malware (e.g. false positive detections) and he was unable to play some of his games after they were removed from his C:\program files (x86)\Steam\steamapps\common\ folder by Norton.

Open Norton, go to Security | History | Show and choose Resolved Security Risks from the dropdown list to see if Norton recently removed or quarantined any of your Steam files.  If so, we should be able to help you re-download these files to your hard drive.

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32-bit Vista Home Premium SP2 * Firefox ESR v52.1.2 * NS Premium v22.9.4.8 * MBAM Premium v2.2.1

Kudos1 Stats

Re: I need help with a game

Looks like i arrived late to this party (laughs) ;-)  Ironic, because i am constantly confronting STEAM issues...  Unfortunately, i've been tied up on the FUNimation forum reporting spam-bot activity.  Thank you, lmacri, for this wonderful explication you have provided.

Jim, i would make sure that your Norton program is put into "Silent Mode" before attempting the re-getting of the game(s).  In my case, to be extra sure that Norton would not "act up" i also made exemptions for any perceived executables in the game's folder.  What's troubling to me about this, in part, and why i'm not enthusiastic about making exceptions for certain STEAM games is that, i have other STEAM games that are fine and are not triggering Norton.  Seriously makes me question if there are some developers operating under the auspices of STEAM with ulterior motives... 

Sincerely,

H.B.       

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