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拍手0

Norton Security rejects and deletes a downloaded file that I need. I trust the file

I have had this problem for over a month.  Day after day, Norton rejects the file.

The file is a text file which is optional data for an application program that the vendor supplies.

I trust the vendor.  I have called them and they assure me that the file is not infected with a virus.  How do I download the file and be able to keep and use it?

返信

拍手1 Stats

Re: Norton Security rejects and deletes a downloaded file that I need. I trust the file

Please tell us what Norton is telling you regarding this event.
For information regarding event > from Norton pop-up > View Details > Copy to Clipboard &or from Norton history > More Options > Copy to Clipboard > paste here.


Please review:
1) Restore an item from Quarantine
https://support.norton.com/sp/en/us/home/current/solutions/v6200368

2) My Norton product alerts that the file I downloaded is not safe, and deletes it
https://support.norton.com/sp/en/us/home/current/solutions/v80629965

3) My Norton product incorrectly alerts that a file is infected, or a program or website is suspicious
https://support.norton.com/sp/en/us/home/current/solutions/kb20100222230832

4) Add items to the Signature Exclusions
https://support.norton.com/sp/en/us/home/current/solutions/v54298598

5) Turn off or turn on Download Intelligence
https://support.norton.com/sp/en/us/norton-security/current/solutions/v23920640

6) My Norton product detects a file or program as a threat even after I exclude it from scan
https://support.norton.com/sp/en/us/home/current/solutions/v115455517


Restore & exclude this file: is not the same as adding item(s) to Exclude from Auto-Protect nor the same as Exclude from All Detections.


If you believe a file has been mistakenly detected, you may submit a dispute at https://submit.symantec.com/false_positive.

For second opinion choose File &or Search hash at VirusTotal. (link is external)


Exclusions / Low Risks options lets you exclude disks, folders, and files from risk and Auto-Protect scans. It provides a way for you to manage the items that have a low-security risk.  Excluding low-risk items from scans reduces your protection and should be used only if you have a specific need.
https://support.norton.com/sp/en/us/norton-security-with-backup/22.11.0.41/solutions/v15457075

拍手0

Re: Norton Security rejects and deletes a downloaded file that I need. I trust the file

I looked at View Details and it said very little - gave NO additional information..  "File removed." as I recall.

Norton History  says "Removed"  There are four screen snips in the attached file.

The support.norton links you give do not work for me.  I get "502 - Web server received an invalid response while acting as a gateway or proxy server." 

I would like to get the file from Quarantine. But, for weeks now, I log on to Norton, click on Support, log in again, and click on Support and get: "502 - Web server received an invalid response while acting as a gateway or proxy server."  I just did a "Google" search on restoring a file from Norton Quarantine, and it said to start by clicking on Support, which doesn't work for me.  What can I do?

An unusual format may be the cause of rejection of the file. This is a Laridian.com Bible (in English) file.  This particular file has links to the definitions of many, many of the Hebrew or Greek words that the English words have been translated from, having numerical code links associated with the words defined in the English text. I think the definitions must be included in the same file as the English words and the numerical code links .

ファイルの添付: 
拍手0

Re: Norton Security rejects and deletes a downloaded file that I need. I trust the file

Restore an item from Quarantine

  1. In the Norton product main window, double-click Security, and then click History.

  2. In the Security History window, in the Quarantine view, select the item that you want to restore.

  3. In the Details pane, click Options.

  4. In the Threat Detected window, do one of the following:

    • Click Restore & exclude this file.

      This option returns the selected quarantine item to its original location without repairing it and excludes the item from being detected in the future scans.

    • Click Restore.

      This option returns the selected quarantine item to its original location without repairing it. This option is available only for manually quarantined items

  5. In the Quarantine Restore window, click Yes.

    In case of non-viral threats, you can use the option that is available in this window to exclude the security risk. Norton does not detect the security risks that you exclude in the future scans.

  6. In the Browse for Folder dialog, select the folder or drive where you want to restore the file and then click OK.

  7. Click Close.

https://support.norton.com/sp/en/us/home/current/solutions/v6200368_ns_retail_en_us


checked posted links work okay, for me....try another browser

Please review: WS.Reputation.1 detection.
https://community.norton.com/en/forums/clarification-wsreputation1-detection
Files reported as WS.Reputation.1 may not necessarily be malicious, and may be a false positive detection. Should you be uncertain whether a file has been reported correctly, you may submit file to https://www.virustotal.com (link is external) for second opinion scan with multiple antivirus engines.
If you believe a file has been mistakenly detected by WS.Reputation.1, you may submit a dispute at https://submit.symantec.com/false_positive/.



https://www.lifewire.com/502-bad-gateway-error-explained-2622939


But, for weeks now, I log on to Norton, click on Support, log in again, and click on Support and get: "502 - Web server received an invalid response while acting as a gateway or proxy server.


Support works okay, for me.

 

拍手1 Stats

Re: Norton Security rejects and deletes a downloaded file that I need. I trust the file

Most of my secondary problems dealing with Norton seem to have been that I routinely run a Standard Windows account rather than an administrative account.  I have been doing this since I had a ransomware attack.  The suggestions you have provided would probably have worked in an admin account.

I decided to call Norton since I wasn't getting anywhere.  Switched to an admin acc't first.  The agent helped me download the rejected file I need.  As they did so, I could see the missing Options button.  See below::

FROM YOUR SUGGESTION:

Restore an item from Quarantine

  1. In the Norton product main window, double-click Security, and then click History.

  2. In the Security History window, in the Quarantine view, select the item that you want to restore.

  3. In the Details pane, click Options.  <<<-----  THIS BUTTON WAS MISSING IN MY STANDARD ACCOUNT.  VERY FRUSTRATING.  IT'S THERE IN MY ADMIN ACC'T.                                                   It makes sense to require an admin acc't to do such restores but warnings of the requirement are needed.   Everybody recommends usually running a Standard Account but I guess very few people do it, even those who recommend it.  It is inconvenient but that ransomware attack was a disaster for me.   Thanks for your help.  Gar Cooper

拍手0

Re: Norton Security rejects and deletes a downloaded file that I need. I trust the file

Most of my secondary problems dealing with Norton seem to have been that I routinely run a Standard Windows account rather than an administrative account.  I have been doing this since I had a ransomware attack.  The suggestions you have provided would probably have worked in an admin account.

Yes, since I'm always in Admin user account.    I forget.  

Thanks

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