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Kudos0

Device on quarantine

The core has quarantined a MS Surface Pro.

So, no internet access and no NAV on it.

I'm afraid to enable internet in fear of spreading!

There's NO CD/DVD, only USB.

I'm open to Suggestions!

Thanks!

Jim The Greek

Replies

Kudos0

Re: Device on quarantine

Hello Skoutariotis  Can you still see this device within the core router itself? Can you actually power up the device? If you can REMOVE it from the device listing in the core router. Download the Norton Power Eraser stand alone tool from a trusted device onto a USB drive. Get the surface device to recognize the USB device and run the NPE program directly from the USB. Your 2nd thread is here with this same issue. https://community.norton.com/en/forums/quarantine-recovery

Another option can be found here:

https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/restore-or-reset-surface?os=windows-10&=undefined

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

Well, yes to everything, but like I said on the other thread, NPE will NOT RUN W/o internet! It's the first thing I did! Apologies for dupe threads! The other was suggested by one of you as a product suggestion. But won't happen again!

Jim The Greek
Kudos0

Re: Device on quarantine

Are you still using Norton Security Plus? 20 devices are protected with that 1 year subscription https://community.norton.com/en/comment/7318331#comment-7318331

NPE should run an unwanted program scan. It will already be the latest version when downloaded. Try that. That worst case scenario would be following the 2nd link and reset your Surface book. Ugly as that is, it more than likely is your best resource. https://www.microsoft.com/surface/en-us/support/warranty-service-and-recovery/restore-or-reset-surface?os=windows-10&=undefined

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

The quarantine happened as soon as the factory reset finished. It was on norton Core w/o problems until...
Jim The Greek
Kudos0

Re: Device on quarantine

Was there any explanation given for the quarantine? It may not be because of infection, but the core may not recognize the Norton Security on the device.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Device on quarantine

There is no NAV on the device. Several devices don't have NAV but they are ok! Hmmm! Had NAV prior to reset & the Core says he has it! Maybe that's what's confusing it. Maybe there is no virus!
Jim The Greek
Kudos0

Re: Device on quarantine

Indeed, that was the reason I asked whether the core router could still see the surface device. Try resetting all your connected devices from the core router. Check for a new firmware revision and install it if one is available. Confusing on my end as well.

The core router comes with a one year complimentary subscription for Norton Security Plus and can be installed on all your devices. I would install on all your devices or whatever other Norton product you are using. Just a thought.

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

I don't understand "reset" from the Core?! Please explain. Thnx!
Jim The Greek
Kudos0

Re: Device on quarantine

Remove all your connected devices and reboot the router. Then reconnect them one at a time, check that the router sees them and doesn't report any issues. Sorry if I was confusing!!

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

Man that will be a chore!!! All the IoT devices... All the people's phones... Geeezzz!
Jim The Greek
Kudos0

Re: Device on quarantine

Speaking of "removing" how? I don't see a remove option, only pause.
Jim The Greek
Kudos0

Re: Device on quarantine

Further digging on my part (many apologies) suggests there isn't a "remove device" feature as such in Core at present but is being considered for a future update. https://community.norton.com/en/comment/7581751#comment-7581751

Unless you do not want to perform a factory reset and start anew give chat support a shout. They may know something to work around this that we here on the forums are not aware of. I'm not the resident expert on Core but am doing my best to provide help to the greatest extent I can.

http://norton.com/chat

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos1 Stats

Re: Device on quarantine

Sorry got tied up yesterday! You're fine bud, thank you for all your help!!! I'll post here what we done, etc! Thnx again!
Jim The Greek
Accepted Solution
Kudos0

Re: Device on quarantine

Ok, up & running! I didn't contact Norton, here's what I done, perhaps it may help somebody, someday! I disconnected the Core from the internet, thus no danger to any device. Connected old Netgear wifi, put Surface pro on it, ran NPE from USB thumb drive, then installed Norton, ran full sys scan, then done all Windows updates. Put the Core back & allowed the Surface pro on. All good! No viruses found, but at one point Norton complained of need to update browser! I suspect, after factory reset, it did not have all the latest security patches!

Jim The Greek
Kudos0

Re: Device on quarantine

Good news!!! Mark the thread as solved so others having this issue or one similar may see the solution.

FYI!! Here is a direct answer from another thread after researching for most of the day today for one. Seems that you CAN just delete a device from the core setup. I don't know if that would have provided a solution for your specific issue but is good info for when something occurs down the road.

https://community.norton.com/en/comment/7614401#comment-7614401

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

Question. After allowing a device out of quarantine, will the Core warn you if it sees suspicious activity on that device?
Jim The Greek
Kudos0

Re: Device on quarantine

Yes, indeed it will. As long as that device is approved and signed in.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

So when I got it out of quarantine, it means the Core approved it?
Jim The Greek
Kudos0

Re: Device on quarantine

I don't think so. You cannot remove, you can block or pause internet acces, but that's it. I think the removal of the device in above link is only to remove it from that user, that's it!
Jim The Greek
Kudos0

Re: Device on quarantine

Have you tried to swipe the device to the left or right to see if a delete/remove option appears?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Device on quarantine

Check to see if it appears as a device on the Core network. Devices that are quarantined by Norton Core appear with a red exclamation (!) icon. To take appropriate action, tap the device name and follow the on-screen instructions. If you see the device on the network and there are no indications there is an issue with it you should be good to go. Thanks for that tip as well @peterweb

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

Yes. I don't think it's available on the iOS app.
Jim The Greek
Kudos0

Re: Device on quarantine

Skoutariotis How did things come along? Just following up.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

All good! Thnx! But Norton needs to offer a better solution!

Jim The Greek
Kudos0

Re: Device on quarantine

Indeed so. Future firmware updates surely will add to the core functionality. As well as the apps for it. Stick with the Core, its an awesome product that has nowhere to go but up. I look forward to browser support personally. Please mark the thread solved where applicable so others can see the solution if you'd be so kind. Always come back here in the event you have other questions or issues in the future. We'd be glad to assist.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

Sorry, I thought I did! I didn't do it properly, but it's done now! Let me know if it's still not marked as solved! Thnx!
Jim The Greek
Kudos0

Re: Device on quarantine

Its marked as solved Skoutariotis!!! Thanks. Have a great weekend.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.379 / NCSP 22.17.0.183 / Norton Core v.278 on Android 1.93
Kudos0

Re: Device on quarantine

Thank you! You too!

Jim The Greek

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