Not what you are looking for? Ask the experts!
False Positive- unresolved security risk warnings
I spent an agonizing 9 hours today with Symantec/Norton tech support without resolution to a program annoyance.
My frustration with Norton is that if a threat is manually removed, Norton is not smart eneough to update the threat status during subsequent scans, and continues to warn about non-existant threats, apparently forever.
About 2 months ago, Norton located several viruses on an external drive connected to my computer. As soon as the problems were identified, I disconnected the drive and formatted it. The drive has never been reconnected to the computer but Norton still sees the nonexistent files as a threat Ever since, Norton 2009 AV periodically pops up the "Unresolved Security Risk" window and informs me of a threat within a Drive\folder\file that does not exist! Subsequent scans by Norton 2009 and even other 3rd party AV programs reveal zero threats, but Norton never updates the unresolved security risk table to reflect "no detected issues".
I explained this situation to technical support and they still insisted on performing an on-line scan which took about 4 hours to complete. Zero issues were detected, but the"false-positive" unresolved security risk window was not corrected. We then removed and reinstalled AV. As soon as the program was installed, but before running a scan, we checked the unresolved security risk table and all the false-positive entries were still there. Tech support insisted that I had a "nasty trojan" even after I pointed out that Norton had not yet performed a scan after the new installation. This HAD to be left over from the previous installation! Tech support insisted that the removal tool removed all traces of the old program and that this was clearly a new issue, even after I pointed out the date of the detection was July 21..Several months ago). Tech support indicated my only recourse was to pay $99 to have priority support "remove the viruses" for me.
Shortly after that, my Chat session was terminated and although I monitored the remote "logmein remote" session for 45 minutes the technician never came back on-line.
There must be a file location or registry setting that will eliminate this information so that a new installation will truly start fresh.
Has anyone run into this/fixed it?