"Action Required" popup won't go away

Norton Security | Norton Internet Security
1

Hello,

 

I have a problem with norton detecting a file as dangerous and requesting me to delete it even though I know the file is harmless. So I went to:

settings>antivirus>scans and risks>scan exclusions

and I added the file to both the scan exclusions and the real time exclusions boxes. 

I tried to find the file under "signature exclusions" but it was not there as it was not a signature, just a file. 

 

This did not solve the problem. Is there anything else I can try? I emailed Norton support and they told me to do a live chat which I don't want to do because I don't have the time to devote to it. 

 

Thanks.

 

 

2

Hello,

 

I have a problem with norton detecting a file as dangerous and requesting me to delete it even though I know the file is harmless. So I went to:

settings>antivirus>scans and risks>scan exclusions

and I added the file to both the scan exclusions and the real time exclusions boxes. 

I tried to find the file under "signature exclusions" but it was not there as it was not a signature, just a file. 

 

This did not solve the problem. Is there anything else I can try? I emailed Norton support and they told me to do a live chat which I don't want to do because I don't have the time to devote to it. 

 

Thanks.

 

 

3

Thanks for the advice.  :)

 

I don't have the option to quarantine it in the "action required" window, only delete it. Is there another way to quarantine it?

 

I even went into the norton insight for the file and checked, "trust" but it still won't trust it. I would prefer it if Norton didn't keep trying to delete my files, but if I have to, I guess I could just keep a copy of it on a disk and delete the file on my computer.

 

 

4

If you know that it is safe, and have a method of saving it for the time being, you can submit it here for a recheck, or a correction to definitions.

 

https://submit.symantec.com/dispute/false_positive/


http://www.threatexpert.com/submit.aspx

 

https://submit.symantec.com/websubmit/retail.cgi

 

If you know that it may not pass muster because of the nature of it, the disc might be the way to go.

5

Although you have placed the file(s) in the Scan and Auto-Protect Exclusion lists, because Norton had already detected the file(s) with "Action Required" and nothing has been done. It should mean that the listing should still be in Norton's Unresolved Threats List.

This would cause Norton to keep popping up a reminder for the user that there is an Unresolved threat to take care of.

 

In the Unresolved Threats list in the History, you can use the "Clear Entries" button, to remove the entry.  Now that the File(s) are in the Exclusions list, Norton should not detect them and so the Entry does not get placed back in the "Unresolved" list. thus no more popup reminder either now.

 

Quads

6

Thank you so much! That worked beautifully. I can't believe that the email support people didn't suggest that. Thank you so much for your help!

7

No Problem, It's not hard to work out what was going one once you stated the file(s) were in the Exclusion Lists but still getting the reminder and the flag.

 

You can still submit the file(s) to the False Positive submit link if you know they are legit, that way in the future you hopefully won't have to add the file(s) again after for instance you have had to remove Norton and install again 

 

Quads