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Internal server errors when trying to dispute or re-evaluate, and false positives

投稿日: 2022-09-19 | 11:12 · 返信 6 · · 翻訳:

I am having difficulties with Norton giving false positives for no reason, on various client sites. This is the big problem that Norton needs to address immediately, once and for all!

Warning with the statement "This is a known dangerous webpage." is false, inaccurate, and flat out libelous! It needs to be corrected immediately. Or... maybe it's time for a class-action libel lawsuit!

I have contacted Norton previously about similar false reports and then have never replied.

At the end of the dispute screen it says "...you will receive email confirmation once validated..." and that too has NEVER happened (when it was possible to dispute without internal server error, read on...).

Currently when I submit a re-evaluate request for a site that is validated with [?] (unrated) I get this result: "This website is currently unrated and disputes cannot be raised." What! Makes no sense...!

When  I DO submit a dispute (for a different site) I get 500 error, or "Internal Server Error. Please try again in some time." This has been going on for days!

Also, I have NEVER received notification of a rating change!

Come on, Norton, get your act together! Please contact me directly at my associated email address and I would be glad to help, and prod additional information if requested.

-Pete

ラベル: False Positive
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Re: Internal server errors when trying to dispute or re-evaluate, and false positives

投稿日: 2022-09-20 | 07:20 · 編集日: 2022-09-20 | 07:25 · パーマリンク

https://safeweb.norton.com/report/show?url=https://www.hyssop.com/ = Safe -> Business/Economy

https://safeweb.norton.com/report/show?url=https://www.abeandson.com = Safe -> Personal Sites

View Accepted Solution in Context

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Re: Internal server errors when trying to dispute or re-evaluate, and false positives

投稿日: 2022-09-19 | 11:24 · 編集日: 2022-09-19 | 11:26 · パーマリンク

We'll try to call attention:  

Please share website domain name/s via PM.  
Click my Community name bjm_ to send PM. 

______________________________________________

Norton Safe Web analyzes and rates websites to see how they affect your device.

As a site owner or a site visitor, you can submit the website for the Norton Safe Web rating evaluation.

Please follow the steps below for site rating dispute:

  1. Go to https://safeweb.norton.com
  2. Enter the website you want us to evaluate in the search field and press Enter
  3. Click on "Click here to submit a dispute"
  4. Enter the required details in the form and click on Submit button 

https://safeweb.norton.com/help/site_dispute

Dispute resolution could take up to 2 days and you will receive email notification:

Use this form to submit URL which you believe is incorrectly classified by Norton -
Safe Web URL submission portal - https://submit.norton.com/?type=URL

SafeWeb rating of the submitted website will be evaluated within the next 48 hours:

Site owners

If you are a website owner, Norton Safe Web can work with you to provide a safe environment for internet users.

https://safeweb.norton.com/help/site_owners

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Re: Internal server errors when trying to dispute or re-evaluate, and false positives

投稿日: 2022-09-19 | 12:13 · 編集日: 2022-09-19 | 12:27 · パーマリンク 

https://www.hyssop.com/

Dispute submitted successfully

https://safeweb.norton.com/report/show?url=https://www.hyssop.com/ = Warning -> Malicious Sources/Malnets

https://www.abeandson.com/

https://safeweb.norton.com/report/show?url=https://www.abeandson.com = Untested

Safe Web URL submission portal - https://submit.norton.com/?type=URL

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Re: Internal server errors when trying to dispute or re-evaluate, and false positives

投稿日: 2022-09-20 | 07:20 · 編集日: 2022-09-20 | 07:25 · パーマリンク

https://safeweb.norton.com/report/show?url=https://www.hyssop.com/ = Safe -> Business/Economy

https://safeweb.norton.com/report/show?url=https://www.abeandson.com = Safe -> Personal Sites

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Re: Internal server errors when trying to dispute or re-evaluate, and false positives

投稿日: 2022-09-20 | 09:02 · パーマリンク

@bjm_ I very much appreciate you helping resolve the issue with these 2 sites, and I would like to know how you accomplished that when I could not do it through the channels Norton offers.

Additionally, there seems to be a greater problem that Norton needs to address.

1- Based on my experience with sites like these over the years, and from what I read on this forum, Norton all too often categorizes site incorrectly. This is huge problem because if I hadn't used Norton myself I would not know of the problem that was directing people away from the site! I would like to see Norton address this issue. I would also like to know why this happened and if there is anything I could do differently. (I don't mean validating all my client sites in my Norton account and expecting to be notified. That would be too much burden on our side in response to a problem on your side. Secondly, the notifications have never worked in my experience.)

2- As I mentioned above and in the opening post, notifications don't work or aren't sent as described, and submissions result in 500/internal server errors! Certainly this should be addressed.

-Pete

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Re: Internal server errors when trying to dispute or re-evaluate, and false positives

投稿日: 2022-09-20 | 09:08 · 編集日: 2022-09-20 | 09:10 · パーマリンク

@PeteZ
We'll try to call attention: 

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Re: Internal server errors when trying to dispute or re-evaluate, and false positives

投稿日: 2022-09-22 | 10:37 · パーマリンク

Hi @PeteZ,

Thank you to bring the server error issue into our attention.

We have identified the issue of server error and working on a fix. The issue is when using a special character like % in the comments Section, its getting denied and throwing server error.

You can submit websites for review through Norton Safe Web portal without putting any special character in the comments area until the fix is available and this should work.

We are sorry for the inconvenience this may have caused.

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