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Kudos0

Unable to retrieve files removed by Norton Insight

I am using the Norton Security Suite provided by Comcast. Recently (09.04.12) installed it on a brand new computer with Windows 7, 64 bit.  Having a problem with Insight automatically removing application files as a 'WS.Reputation.1' threat when I try to run them. I am not given any option to restore the file and trying to cancel does not stop it. It is not put into quarantine, all I get is 'file removed, no further action required', 'no actions available for this item' and to 'clear list'. I know for a fact that there is nothing wrong with these files as they were downloaded from the website I am an admin on. All files are scanned when uploaded to our website and Norton scanned them as safe when they were downloaded. This is fast becoming frustrating to say the least. I am tired of re-downloading files just to have them disappear.  Never had this problem with NSS installed on Windows XP.

Any help is greatly appreciated.

Thank you,

68Bowtie

Replies

Kudos0

Re: Unable to retrieve files removed by Norton Insight

Hi 68Bowtie,

 WS.Reputation.1 is a detection for files that have a low reputation score based on analyzing data from Symantec’s community of users and therefore are likely to be security risks. Detections of this type are based on Symantec’s reputation-based security technology. Because this detection is based on a reputation score, it does not represent a specific class of threat like adware or spyware, but instead applies to all threat categories.

That said, this alert is sometimes generated by "new files" - those that are not yet widely used, relatively new (replacing an older version), etc.

Normally these files are placed in Quaratnine and can be restored via the Quarantine drop down in Security History (using the restore button).  In your case,  you said the removed files are not in Quaratntine. 

If you are 100% sure they are harmless and safe, and desire to download them onto your system.  You can temporarily turn off the protection by going to Settings > Firewall > Intrusion and Browser Protection Tab > Intrusion Protection > OFF.  It is suggested you turn it back ON as soon as you are done with the download.

Please let us know if this helps.

Kudos0

Re: Unable to retrieve files removed by Norton Insight

Thank you for the reply, I understand the concept of WS.Reputation.1 and turning off Intrusion Detection. That is not when the problem occurs. The application or executable file(s) have to be downloaded into the same folder with 'X' amount of other files. It is an application or executable file that opens and installs the other files, which are usually .zip, .7zip or .rar format. I have no problem downloading the files. Norton even scans them as safe when downloaded, including the files it will remove when I try to use them. The problem occurs when I try to use the application or executable file. Norton Insight 'then' deems it as unsafe and removes the file. I go through the history log, details, etc... And the option to reinstall the file is not given. As I thought that maybe the first time was a fluke, I tried downloading and installing three times, all with the same results. None of the files were sent to quarantine.

As for the fact of a low reputation score based on usage and other factors, I understand this and it has not been a problem until now. I do not see the score improving as the files being used are very game genre specific. As for them being new files, I've downloaded and used them before with Norton Security Suite and Norton Insight before using Windows XP. So I am assuming (maybe) this is concern that is Windows 7 specific? (The hard drive became corrupted and unrecoverable on my last system, hence the new system.)

When I had Insight scan for untrusted files I did not see an option to go looking for files other than what was found by the scan. I figured I would manually added them as user trusted files so that they would not be scanned in the future. I am fast running out of ideas and need to test these files in game.

Thank you,

68Bowtie

Kudos0

Re: Unable to retrieve files removed by Norton Insight

Someone on the forum gave me advice when I had a problem very much like yours:  The member suggested changing the Advanced Sonar level or turning off Advanced Sonar.  I tried that and it allowed a "blocked and removed" program to remain on the system and to perform.  

Kudos0

Re: Unable to retrieve files removed by Norton Insight

Thank you for the suggestion, it makes no difference. Still removes the file. I do not like this feature and would really like to know how to either modify it or remove it all together as it is really making it hard to use some of my flight sims and perform other functions just because Norton Insight does not recognize a file or "deem" it safe. I should be able to regulate this and I have not been able to find an option for notifying the user first before removing a file. Especially if it is not being transferred to quarantine.

Thank you,

68Bowtie

Kudos0

Re: Unable to retrieve files removed by Norton Insight


68Bowtie wrote:

The application or executable file(s) have to be downloaded into the same folder with 'X' amount of other files.


This is actually a Download Intelligence detection that is picking up the file on access, rather than at the completion of the download.  You should be able to get around this problem by adding that folder that you are downloading the file to in Items to Exclude from Auto-Protect, SONAR and Download Intelligence Detection in your Norton settings.  Alternatively, you can turn off Download Intelligence while downloading and launching the file.  Be sure to re-enable Download Intelligence after you have finished.

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