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Kudos0

Norton Security Online offered by AOL

Posted: 02-Oct-2022 | 2:48AM · 5 Replies ·

I am subscribed to Norton Security Online offered by AOL.  Paying a monthly fee to AOL.  During a full scan on my IMac computer, file description: OSX.Trogan.gen

status: infected cannot remove. was found.  I contacted AOL help, to get assistance to have this file removed.  AOL help agent says, to have this file removed, I need to subscribe to an AOL removal service at $139 per a year. I comment isn't my subscription to Norton Security Online offered by AOL, will removal this file?  The agent replies, "this service provide virus protection."  I comment but the service DID NOT PREVENT a virus from my computer.  The AOL agent replies, I could contact Norton directly (offering their phone number) they could help you. I had contacted Norton earlier and was notified that my  Norton Security Online offered by AOL DOES NOT include virus removal !!!  I tell the AOL this.

The AOL agent says I need to get a service to remove the virus, then I repeat what will AOL do to remedy my problem? The AOL agent gets huffy and says, We can talk all day, but all I can offer you is an added subscription for virus removal. 

Have anyone else have had this problem with AOL?   An AOL ripoff?

Replies

Kudos0

Re: Norton Security Online offered by AOL

Posted: 02-Oct-2022 | 6:10AM · Edited: 02-Oct-2022 | 6:15AM · Permalink

Aloha_guy:

I am subscribed to Norton Security Online offered by AOL.  Paying a monthly fee to AOL.  During a full scan on my IMac computer, file description: OSX.Trogan.gen status: infected cannot remove. was found. 

Have you tried.....

Malwarebytes for Mac - Free
https://www.malwarebytes.com/mac 

Mac Malware Removal Help & Support - Free
https://forums.malwarebytes.com/forum/165-mac-malware-removal-help-support/

Caveat:  I'm not familiar wth Norton Security Online offered by AOL.  I'm not familiar with Mac

Kudos0

Re: Norton Security Online offered by AOL

Posted: 02-Oct-2022 | 8:35AM · Permalink

Aloha Caveat: At the suggestion from an AOL agent. Yes I did try malwarebytes, its scan found no file risk detected.  It scanned my Imac in just over one minute.  The Norton Security Online's full scan takes over 3 hours scanning over 4 million files.

Kudos0

Re: Norton Security Online offered by AOL

Posted: 02-Oct-2022 | 8:52AM · Edited: 02-Oct-2022 | 9:11AM · Permalink

Maybe, Norton detection is false positive.
Report a suspected incorrect detection to Norton
https://support.norton.com/sp/en/us/home/current/solutions/v126152382

Malwarebytes for Mac guide
https://support.malwarebytes.com/hc/en-us/articles/360038487014

Mac Malware Removal Help & Support - Free
https://forums.malwarebytes.com/forum/165-mac-malware-removal-help-support/

Caveat:  I'm not familiar with Norton Security Online offered by AOL.  I'm not familiar with Mac.

Kudos0

Re: Norton Security Online offered by AOL

Posted: 02-Oct-2022 | 9:00AM · Edited: 02-Oct-2022 | 9:11AM · Permalink

FWIW ~ 
latest bitcoin-core (v0.21.0) is flagged with OSX.Trojan.Gen, but is it false positive?
https://community.norton.com/en/forums/latest-bitcoin-core-v0210-flagged-osxtrojangen-it-false-positive

How To Remove Viruses and Malware From Mac (2022 Guide)
https://malwaretips.com/blogs/remove-mac-os-x-virus/

How to install and run a scan with Malwarebytes (Guide)
Windows Mac Android
https://malwaretips.com/blogs/scan-malwarebytes-anti-malware-2-0/

Caveat:  I'm not familiar with Norton Security Online offered by AOL.  I'm not familiar with Mac.

Kudos0

Re: Norton Security Online offered by AOL

Posted: 02-Oct-2022 | 6:33PM · Permalink

Sorry Bjm_     thought your name was Caveat.  LOL     just learning the ropes here !

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