Can I report a false positive?

Norton Security | Norton Internet Security
1

Hi all, I have searched the forums and support sections and was unable to find anywhere to report a false positive.  I am using NIS

2009, which has been on this PC for about 9 months.  I also use a program called Advanced Time Synchronizer (ATS) to keep the clocks on my pc and lan in sync.  I've been using this for several years - no recent updates or upgrades.  Running Vista Home Premium 64.

 

Anyway, to get to the point, last night Norton popped up with a warning that it had detected a trojan and quarantined it.  The file it quarantined was the executable for ATS.  I have double checked and am certain that this is the same executable that has been running safely for years, so I assume something changed with a recent Norton definition update.

 

I think I've figured how to allow the program to run by adding it to exceptions, but am wondering if there's some way to report this to Symantec to investigate and (hopefully) correct the false positive?


Thanks in advance,

 

RJ

2

Hi richj44, welcome to the Norton Community :-)

 

You can use the link below to report a suspected false positive to Symantec:

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

 

You can restore the quarantined file by going to Quarantine; you should also get the option to exclude the file while restoring it (provided it has not been labelled as a high-risk item).

Message Edited by Yaso_Kuuhl on 10-17-2009 12:36 AM
3

 Hi,

 

As Yaso mentioned, you can Submit False Positives to symantec Security Response via this Web Link: https://submit.symantec.com/false_positive/index.html.  You may also want to add the File(s) to your Exlusions' List, which can be located under the "Computer" Settings.  I would suggest waiting a week before Removing the File(s) from the Exclusions' List to see if it is still be Detected and Removed, if you wish.

 

[Edit: Post Modified]

Message Edited by Floating_Red on 10-16-2009 11:41 PM
Message Edited by Floating_Red on 10-16-2009 11:45 PM
Message Edited by Floating_Red on 10-16-2009 11:48 PM
4

Thanks to both of you for the link, I have submitted the form and excluded the file, so it seems to be working (for now anyway).  :smileyhappy:

 

I appreciate the help and the super quick responses!


RJ

5

Apparently I spoke too soon.  After waking my pc up from sleep mode, I was greeted with the same warning about the same program.  I added it under both Scan Exclusions and Auto-Protect Exclusions.  Under Firewall Settings/Program Control it was blocked but I set it to Allow earlier this evening, and it is still shown as "Allow" but ATS can't connect to the time server.  Did I miss something?

 

Guess I'll wait to see what Symantec has to say about the possible false positive...

6

Sorry to see you’re still having issues.  Did you check to make sure if it was the same File that was being Detected and Removed by Auto-Protect?