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Kudos0

Question involving Wannacry Norton Blog

Yesterday, one of N360's popups pointed me to a Norton Blog on the Wannacry Ransomware. Within that article was the following text:

Customers should run LiveUpdate and verify that they have the following definition versions or later installed in order to ensure they have the most up-to-date protection:

  • 20170512.009

I ran Liveupdate but could not find any reference to definition versions. I started a chat with Norton Customer Service and asked them how to verify that I had the above definition versions. They could not answer the question. They instead asked me what the version was of my N360. After telling him it was 22.9.3.13, he said "That's the latest version, you're good".  My response was "Why didn't the blog just say to verify that you have version 22.9.3.13?". He couldn't answer my question.

Assuming that the Norton employee who wrote the blog knew what they were talking about, I'm guessing there was a reason they referred to definition version and not product version. Can someone here tell me how to determine what definition version I have?

Replies

Accepted Solution
Kudos0

Re: Question involving Wannacry Norton Blog

The latest version of Norton products is 22.9.3.13, but that is still being rolled out and it is possible that some users are not yet on that version. That version would included the virus definitions newer than the date in the blog.

For piece of mind you can look at   C:\Program Files\Norton Security with Backup\NortonData\22.9.x.x\Definitions\IPSDefs and look at the folder names there that correspond with the definition versions in the blog.   You may have to look in Program Files (x86).

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

Re: Question involving Wannacry Norton Blog

Yet another thing that isn't covered in Product Documentation (PDF) nor by the supervisor who trained the support agent that Ingordo contacted, an answer to a question that the support agent KNEW but not the question that Ingordo ASKED.

Peterweb gets the SOLVED,

but only if Ingordo "Makes it SO."

Question: Can Forum Administrator do housekeeping and mark obviously solved issues as solved?

J

Kudos1 Stats

Re: Question involving Wannacry Norton Blog

This is just to certify that peterweb's answer was indeed the solution to my question (other than the name of the product folder, but that's not a big deal). I agree with the other poster that it sounds like a training/communication problem with Customer Support that led to my posting this to the forum. Hopefully, others beside myself will benefit from this post.

Kudos0

Re: Question involving Wannacry Norton Blog

To be fair, the agent did say if you were on the latest version, 22.9.3.13 you were protected. They just did not explain why they could say that.

It may be more to the point that those writing the blogs should have included information on how to check for the definition file versions.

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

Re: Question involving Wannacry Norton Blog

Poor Internal technical training,

The Users Guide needs more details for the off-shore support and for the subscribers.

The Edgar Allen Poe "Purloined Letter" style DOCUMENTATION of  how to PAUSE LiveUpdate is a long standing example. I  gave detailed how-to PROTOCOL to Support Agents & their respective Supervisors multiple times, for quality and training the summer of 2015,  No one passed it on.

J

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