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Kudos0

Norton Safe Web - Site unavailable

Hello,

I am attempting to have my site removed from Norton's blacklisting.

The report references a file that didnt exist - so I created just a text file in the hope of having it re-evaluated.

My site is http://www.ic-ohm.com

There is nothing wrong with the site as determined by Google, and a range over other, reputible scanners as shown here :

http://sitecheck.sucuri.net/results/www.ic-ohm.com

When I attempt to have my site re-evaluated via Norton Safe Web, I am presented with the following error message :

We're Sorry...

The Norton Safe Web site is unavailable. Please try again later.

This has been the case for around 3 weeks. I have attempted to contact Norton but noone has replied to my email.

Could someone please advise me what I can do to alleviate this false positive for malicious malware on my website ?

I have already lost thousands of dollars of revenue as a result of this false positive.

Thanks in advance,

Mike

Replies

Kudos0

Re: Norton Safe Web - Site unavailable

Hello,

I am attempting to have my site removed from Norton's blacklisting.

The report references a file that didnt exist - so I created just a text file in the hope of having it re-evaluated.

My site is http://www.ic-ohm.com

There is nothing wrong with the site as determined by Google, and a range over other, reputible scanners as shown here :

http://sitecheck.sucuri.net/results/www.ic-ohm.com

When I attempt to have my site re-evaluated via Norton Safe Web, I am presented with the following error message :

We're Sorry...

The Norton Safe Web site is unavailable. Please try again later.

This has been the case for around 3 weeks. I have attempted to contact Norton but noone has replied to my email.

Could someone please advise me what I can do to alleviate this false positive for malicious malware on my website ?

I have already lost thousands of dollars of revenue as a result of this false positive.

Thanks in advance,

Mike

Kudos0

Re: Norton Safe Web - Site unavailable

Hi KingStreetMike

The only links I have are the ones below.

You can submit a site on the link below for Norton to assess it for a safe web rating.  Its difficult to know how busy they are and how long it will take.

http://safeweb.norton.com/help/site_owners#getting_rated

If you need to contact Norton about the status of the assessment then please use the email link below.

site_owner_help_en@symantec.com

ATB

intesec

Kudos0

Re: Norton Safe Web - Site unavailable

Thanks - but I have already sent an email to this address about 3 weeks ago but have not heard back. Thanks for the suggestion though :)

Kudos0

Re: Norton Safe Web - Site unavailable

Hi KingStreetMike

You wrote

The report references a file that didn’t exist - so I created just a text file in the hope of having it re-evaluated.

Can you download a copy of the website using your FTP(s) client saving it in a windows folder and then use the windows search facility to check if the file norton is flagging is there or not.  Don’t check what you have on the computer as Norton is checking the uploaded site so there could have been some contamination of the website at some point.

If Norton was having a problem with the name of a file that it is still seeing on your website it may be worth removing that text file first before proceeding with the below.

Are you using the same computer to get the site re-evaluated?  If so try a different computer that is not in your network Internet connection meaning an internet café or some one you know.

You might like to try resubmitting the web site and sending off another polite but firm email.  There is also live chat its free (see below), they may be able to help in some way.

Try live chat on the keyboard with a Norton representative on the link below.  Vary the times of day you try, as it’s difficult to know when they are busy. 

https://support.norton.com/sp/en/us/home/current/contact?directChat=on&entsrc=redirect_pubweb

You may like to do some research to see if there is an organisation that Norton will recognise and respond to when they check the site is clean and its just Norton causing the block.

ATB

intesec

Accepted Solution
Kudos0

Re: Norton Safe Web - Site unavailable

Hi KingStreetMike,

We have manually analyzed your site 'ic-ohm.com' and found it to be clean so we have changed its rating to green.

http://safeweb.norton.com/report/show?url=ic-ohm.com

Cops

Kudos0

Re: Norton Safe Web - Site unavailable

Thank you so much for the speedy response !

Kudos0

Re: Norton Safe Web - Site unavailable

Post moved to its own thread.
Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation

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