Norton AV blocking installation files, despite being whitelisted

Every new release of our software, I upload the package (.exe) to Norton for whitelisting, via the Symantec Portal. Every time, no problems are detected, and the files are whitelisted by Norton/Symantec.

A while ago, many of our clients using a Norton antivirus client experienced issues where Norton blocks several files from our installation package. Most common issues have to do with blocking the installation of certain files and with data protection (GDPR related). All are false positives.

I have tried many ways to contact Norton, asking for help to get this resolved:
I’ve sent emails, but without reply from Norton.
I’ve called, and I’m called back, also without coming to a solution. I was promised the senior technical department would look at it and that they will come back to me, but they didn’t.
I’ve chatted via the chat function on the Norton Support website. There, I was also promised people would get back to me, but no one did.

So far, I’ve raised this issue many times and every time I had to explain everything from scratch, despite referring to case numbers. As a last resort, I’ve subscribed to this community, hoping to come to a solution via this route.

Until there is a solution found, we tell our clients (over 20K) we don’t support Norton antivirus products, because we cannot guarantee that our software can be installed the way it’s supposed to be.


PS. We are working on getting our software certified, but until that’s in place we have to upload our software for whitelisting.