Error message when removing virus

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Can you go into Settings>Virus and Spyware Protection>Quarantine and let us know the name and location of the Virus, if not there run live update, do a full system scan and let us know the results. Try not to worry, we will resolve this for you. :smileywink:

Message Edited by johna on 08-05-2008 01:55 AM

 

Hey Tom – Join the club! The same EXACT thing happen to me a couple of days ago. Why should you RELAX because you are 100% right! They were just trying to take you to the cleaners. When the chat person said 99.00 , I thought he/she meant rupees or something, not US DOLLARS! What a con they have going! Why should you even have to escalate, talk to 10 different people, etc, etc… just fix the problem and provide the service that you are paying for…nothing else.

After chatting with these idiots for some time, I was basically told that this was a “fee paying service” and got a big sermon on how not to download attachments from people I don’t know…Duh! Thanks for nothing! It was all scripted responses.

Like yours, my code was 10014. I googled it (Norton + 10014) and came up with your posting. The virus scan said that it was a “Hacktool” which got by Norton’s security and planted it’s self on my HD. Well I thought not a problem, just let Norton take care of it, right? After all, that is what I was paying them for, right? Well that’s just not the case with them. It was pay me now, or move along!

I was not a very happy camper to say the least! O yes… they told me if I decided to take my computer to a repair shop, it would cost a lot more than $99.00 and all they would do was reformat/replace HD, reinstall OS and still some of my saved documents, or whatever, could have the virus still embedded in it and I would have the same problem and it could take weeks to resolve!

To make a long story short, I did some research on the internet, and found that I had a Trojan known as (Antivirus XP 2008 or CbEvtSvc.exe). Google it and it will explain it all. I found a virus repair program on line for $25.00 that did the job in about two minutes and now my computer runs faster than it ever did. I could have removed it manually, but what the %$#$, now I have a program that doesn’t talk back to me and just fixs it!

Good thing my Norton 360 expires in 25 days because I hate to be milked like a cow from people like this! At $99 a pop, you do the math and see what I am talking about. Norton must love this kind of call.

I made sure to tell all my family and friends about this “Norton Rip off” and they are going to follow suite.

I hope you get your problem fix because the squeaky wheel gets the grease but life should not really be that way!

You should have come on here and we would have advised you to run Malwarebytes Anti-Malware to get rid of that infection, and saved you the twenty-five bucks.

 

EDIT: Refer to this.

 

 

 

Message Edited by johna on 08-14-2008 03:54 AM

Hi guys - For clarification - the Virus and Spyware Removal service is primarily targeted at customers who are a) not using a security product b) have let their definitions expire or c) have received an infection based on improper usage (of their computer, Norton product, etc). When we come across situations where a Norton product should have picked up an infection and the problem is considered product related, then we will refund the customer. This is done on a case by case basis.

 

Please send me a PM if you want to discuss further - I am happy to look into the situation on our end.  

 

Regarding the threat itself, I will make sure we get a comment on the CbtEvtSvc.exe variants posted to this thread.  

 

Thanks, 

Tim Rondeau

Director, Consumer Support

>> When we come across situations where a Norton product should have picked up an infection and the problem is considered product related, then we will refund the customer>>

 

I'm glad you have put this on the record.

 

 

EDIT: Does this apply to situations where a potential infection has not yet been picked up by Symantec, as apposed to other vendors, and as yet has not been added to the Symantec virus definition data base?

 

 

 

Message Edited by johna on 08-15-2008 09:27 AM

Hello there,

 

I'm surprised to hear that you got infected with this trojan. CbEvtSvc.exe is associated with a number of threats, including this.
I've verified that we have detection for all versions of CbEvtSvc.exe in our system. Also we're ensuring that we're keeping our detection of Antivirus XP 2008 up to date. You can verify that last time it was updated here (at time of writing it was last updated in August 13).

 

This week we've observed a particularly large spam run, which results in an trojan infection, which in turn will install Antivirus XP 2008. We have detection for all of the malicious components involved, but we'd strongly urge all of our customers to make sure that they're regularly updating your definitions. Also, please be wary of clicking on any links included in emails. We'll be posting some futher information on this to our blog later today, so you'll know what emails to watch out for.

 

 

>>I’m surprised to hear that you got infected with this trojan. CbEvtSvc.exe is associated with a number of threats, including this.>>

 

orla_cox, I was recently exposed to this threat which arrived in a spam email, and I had to submit the virus to Symantec because it wasn’t in their definition data base yet, so I’m not all that surprised he was infected. Please refer to this.

 

Sorry its been a while since I could get back on here to reply. I ended up deleting 360 from my computer and downloading it again fromthe website and loaded it back up. And it has successfully fixed the problem and removed the virus from my computer. One note for thepeople in charge here I would suggest you check to make sure the people that are having problems have a working program first beforeyou tell them it gonna cost them to fix the problem. You guys would have less upset people if you went about it a different way. Also Isuggest hiring people who really want to help people fix their problems instead of hiring people to fill empty spots. Its bad enough we are having problems with our computers and are looking for help, just to find someone who really hates thier job and doesnt really want to help at all.

I recently got a virus and started the process to remove it. I get a error message stating i have a product issue with the following codes: 10014 , 4001. So i proceed to the online chat help featureI let them know what is going on they transfer me to someone else and they proceed to tell me i have to pay them 99.00 to fix the problem!!! WTF! If its a product issue why do i need to pay them to fix the problem?

This program is supposed to protect my computer not identify a problem then charge me to fix it

Relax – I’m sure you will get some help here from a Norton Staffer – name in red – but if you have a tracking number for your chat session it will help.