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Kudos0

Seemingly infected.. how to deal w/ Norton Support

Need advice on how to deal w/ Norton support to investigate an issue I see.  

I have logging set between my PC and a server and the server is showing connections being initiated by my PC and file actions being performed w/ a list of known bad file names.  I can trace the majority of these back line for line to a virus (worm) def on the Norton site which seems to confirm my suspicions.  The logged activity only occurs when i have a drive mapped on my PC to that server (so there's a connection to use).  I have another PC running the same OS mapped in the same way and this triggers none of the suspicious log entries (so seems to exclude a server issue or some functionality tied to the drive mapping itself).  Norton Security is not picking up any issues on my PC though.  

Now, when I contacted support, I showed the log files of the suspicious activity but the support rep response was that she did not support that 'program'.  I explained over and over it is just a log file of file actions triggered by my PC but she seemingly didn't understand the concept, wouldn't connect me to another rep, and told me to contact the 'program' owner to resolve.  I've never had anyone refuse to connect me to another rep when I insisted so am not sure where to go from here.    

Any advice on how to deal w/ Norton support in these kinds of cases?

Replies

Kudos0

Re: Seemingly infected.. how to deal w/ Norton Support

Hello meyding

If  you feel that your computer is infected, I would suggest that you go to one of the recommended free malware removal sites. They will tell you what programs to use to scan your computer and will help you to clean it up if it is indeed infected. Please stick with one site until they say your computer is now clean. Here is the list of sites.

Please see this link for an up to date description of these sites plus the addition of a newly listed site formed by one of our successful malware remover users who unfortunately has passed away. That site is still being run by a good removalist.  The new site is listed first in this link.

https://community.norton.com/en/forums/malware-removal-forum-recommendations

Please come back and let us know how you made out.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.18.0.213 Core Firmware 282 I E 11 Chrome latest version.

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