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Kudos0

norton file submission taking 5 days, way more than 48 hours

submitted a file through submit.norton.com

Says it may take up to 48 hours but it has been over five days.

How do I contact someone to determine what the problem is?

Respuestas

Kudos0

Re: norton file submission taking 5 days, way more than 48 hours

Please share Submission ID:

Kudos0

Re: norton file submission taking 5 days, way more than 48 hours

Submission ID is: 500bf688-2624-46f8-9ffa-694406715795

Kudos0

Re: norton file submission taking 5 days, way more than 48 hours

Kudos0

Re: norton file submission taking 5 days, way more than 48 hours

Thank you.

Kudos1 Estadisticas

Re: norton file submission taking 5 days, way more than 48 hours

@ereiss
~ my understanding = Norton detection was removed from the file.

Are you still seeing that Norton detection? 
Please share screenshot of that detection and download link, if available.

Please post back progress.  

Kudos0

Re: norton file submission taking 5 days, way more than 48 hours

My problem is that we don't use Norton.  Our Developer compiled the file and one of our customers that does use Norton complained about the file after his Norton scanned the file.

So my concern is what to tell him to check it.

Does he need to clear and redownload virus definitions.

I don't have a way to test this.

And by "detection was removed from the file" does that then mean the file is clean of a virus/trojan?

Kudos0

Re: norton file submission taking 5 days, way more than 48 hours

What type of file? 
Is download link available? 
Is file signed? 
Is file known to VirusTotal?


ask your customer to run Norton LiveUpdate and run Norton scan against the file. 
ask your customer to run Norton File Insight against the file.  


Norton detection was removed from the file.

Kudos0

Re: norton file submission taking 5 days, way more than 48 hours

The type of file is an .EXE.  It is an installer that was compiled with Visual Studio 2022 with WPF.

The download is behind a paywall and only paying customers can reach it.

The file is not signed, this is something I have already brought up with our development team and their manager.

The file is known to VirusTotal.

The Hash or ID is 2f5aa4391d4950accf49046dc6e0bb0461b7575e6303d7ac45bfabf37abef9aa

A Search on VirusTotal for the hash returns the same results as when I upload the original .EXE.

I had done this last Thursday before submitting to Norton.

Thanks.

Kudos0

Re: norton file submission taking 5 days, way more than 48 hours

Maybe, Norton flag was WS.Reputation.1 = reputation score based upon "the wisdom of crowds". 

WS.Reputation.1 is a detection for files that have a low reputation score based on analyzing data from Norton's community of users. Detections of this type are based on Norton’s reputation-based security technology. 

The reputation-based system uses "the wisdom of crowds" (millions of end users) connected to cloud-based intelligence to compute a reputation score for an application.  

WS.Reputation.1 detection is based purely on a file's reputation, which can tell you if its particular usage and distribution patterns match those frequently seen with malware.  A lot of legitimate files will match this reputation profile at some point in their lives.  So this detection is sort of a "better safe than sorry" block based on the premise that not enough is known about the file to declare it safe.  (credit SendOfJive)

fwiw ~ In my experience WS.Reputation.1 flag usually clears as Norton gathers more telemetry.


fwiw ~ old related threads
Clarification on WS.Reputation.1 detection
https://community.norton.com/en/forums/clarification-wsreputation1-detection

FED UP WITH WS.REPUTATION.1
https://community.norton.com/en/forums/fed-wsreputation1

WS.Reputation is Crap!
https://community.norton.com/en/forums/wsreputation%C2%A0-crap


@ereiss
Maybe, ask your customer if Norton detection was WS.Reputation.1? 

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