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Kudos0

Norton finding false positives in Windows 10 system files

Running Win 10 Pro (from a MSFT image) on an HP Laptop, i7-6700, Samsun 850 system drive.

Windows Defender scanned system and found no problems.

Downloaded Norton via my subscription.

After install finishes, it almost immediately flags a virus in SVCHOST.exe.

What log file should I post? Other info?

Replies

Kudos0

Re: Norton finding false positives in Windows 10 system files

Hi @ckm1956,

Thanks for reporting in Norton Community Forums. Please make sure you have latest Norton definition updates by running LiveUpdate and submit files to False Positive for further investigation? 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton finding false positives in Windows 10 system files

Hello ckm1956 Please post a screenshot of the detection from within your Norton dashboard. You can use the Windows 10 snipping tool then follow these instructions to post the image in thread here. I would like to see what the process ID of the detection is to give you more info.

Also, ensure that you have rebooted at least once since installing your Norton product, run live update as Sunil_GA suggested. I would also download and run Malwarebytes as a precaution to determine if there is malware or other software that is the root cause.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton finding false positives in Windows 10 system files

Already did Live Update. Multiple files sent.

Kudos0

Re: Norton finding false positives in Windows 10 system files

Lie Updated, rebooted immediately after Install.

Malwarebytes found nothing.

Kudos0

Re: Norton finding false positives in Windows 10 system files

Wow, chat techs are absolutely worthless. One corrupted the system by aborting NPE mid scan. Next, promised a call in 2 hours.

Never happened. Last tech SWORE that I'd get a call in an hour.

I know I'm cynical, but any takers on whether they call or not?

     [Edit note:Your Attachment  'Norton Chat Support #2.pdf (192.03 KB)'  had to be removed to protect your privacy! Feel free to upload again with ID relevant data masked. 2018-06-22BS]

Kudos1 Stats

Re: Norton finding false positives in Windows 10 system files

ckm1956 Your initial detection is "mobile_backup_server.exe" and belongs to Acronis Mobile Backup although it DOES inject into svchost,exe as is being detected. This is NOT a Windows system file and but is detected as shown in these articles:

https://www.symantec.com/security_response/detected_writeup.jsp?name=W32.Neshuta&vid=17539

https://www.symantec.com/security-center/writeup/2005-122717-5829-99 .

Submit the file in question here or as Sunil_GA has suggested. Looking at your detection log all things point to a third party install of Acronis before Norton being installed as the issue you are seeing. If you did not get the software from a legit source. Try removing Acronis Mobile Backup, running a full NPE scan and allow the reboot. In Norton set your boot time scan to aggressive as well to detect issues at boot time since this detection is a startup item. Acronis should NOT be setting itself as a startup item on your system.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: Norton finding false positives in Windows 10 system files

The next day, my HDD failed. No boot. no diags.

Fed Ex is picking it up today.

Once it's back, I'll reload it using the suggestions everyone has provided.

Thanks to all for your help / suggestions!!

Kudos0

Re: Norton finding false positives in Windows 10 system files

I'm sorry to hear your HD failed. Please let us know if we can assist as you get your OS and Norton product reinstalled.

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00

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