How to exclude a file that had already been consider as a viruses?

Norton Security | Norton Internet Security
1

I am a foreign user,so when I described my problem it may not clearly. So I hope someone could understand my word and help me.

My PC's system is VISTA, and used Norton 360 1.3.3.5 version.

There is an important file that is produced by my broadband provider, that I must use it if I want to connect to the broadband. But my 360 consider it as a Trojan horse and the overall risk impact given by 360 is high. So when the 360 delete it I only can restore it but can't exclude it for future scan. The result is when I want to connect to the broadband I must close the auto-protect and restore the file, and when I open the auto-protect the 360 will delete my file.

What can I do for the file and the 360, please help me!

2

Hi rainxiao,

 

Welcome to Norton Community. There is no option to exclude the file from scanning in Norton 360 1.3.3.5 version. That option is available in Norton 360 version 2.0. Better upgrade your current version to latest version of Norton 360 for free of cost and then exclude the necessary files. Kindly follow the instructions given below:

 

1. Go to your Norton Account using this LINK and note down your Product Key for Norton 360 1.0.

2. Download the latest version(Trailware of Norton 360 2.0) available in this Symantec Web Page to the your computer, don't install it at that time.

3. You may need to uninstall Norton 360 1.3 version before installing Norton 360 2.0. Download Norton removal tool from this LINK and run it in order to remove the previous Norton programs.

4. Then install the Norton 360 Trailware and activate it using the same Product key from your Norton Account. Run LiveUpdate repeatedly until you see the message that no more updates are available.

 

Then you can follow the below steps to exclude the file from your broadband provider in Norton 360 2.0:

1. Start Norton 360.
2. Click Settings.
3. Click Virus and Spyware Protection.
4. Click File Exclusions tab.
5. Under Which disks, folders, or files to exclude from risk scanning, click New.
6. Select the file you want to exclude and click OK.
7. Under Which disks, folders, or files to exclude from Auto-Protect scanning, click New.
8. Select the same file that you excluded in line 6 and click OK.
9. Click Close.

 

Let us know the results.

 

Yogesh

3

I had seen your advice, and now I am trying to updata my 360 as your told me.
Thank you very much for your answer.

4

Hi Yogesh,

 

Thank you for your instruction. Now my Norton 360 is 2.5.0.5 version, and I have already exclude the file from auto-protect. But at first it still ask me whether to fix it or not, so I add anther setting in the firewall protection under the program rules. I add my file and allow it to connect to the broadband, and now my Norton seems much more quiet about the program.

Now I am surfing the Internet with the protection of Norton 360, it makes me feel more safety and personal.

26th January is the Chinese new year, as a Chinese I wish you happy Chinese new year advance, and thank you again.

新年快乐，谢谢你！:-D

5

Hi Yogesh,

 

Oh, my god. I had a bad news for you. the problem comes again, and the Norton reports that my program is virus and have threat. It tells me that 'in order to remove a threat, Norton 360 needs to stop a running program'. And the program is nothing but my Client.

I have already changed my setting as you told me. I want to know why the Norton 360 still scan it and want me to fix it. Are there any ways to solve the problem. In short I don't want the Norton 360 to refer to my Client and not always ask me to fix it.

Does anybody have solution? I am long for your help.

6

Hi Rainxiao,

 

Please provide more information regarding your Cleint program such as exceutable file used, it's version etc. Can Also, check with your Service provider whether the Cleint program gets updated frequently. If such updation happens, the signature for the executable may change and Norton program won't be able to exclude that same file from the scan afterwards. So, it may detect the updated file as a threat.

 

Yogesh

7

Hi Yogesh,

 

First of all, thank you for your enthusiastic help. You said "whether the Client program gets updated frequently", that's what the problem is. Until now there is not a formally Client for Windows Vista. When a Vista user wants to use the Client program, the official advice is to change its Compatibility mode, choice "run this program in compatibility mode for Windows XP (SP2)" and  "run this program as an administrator".

 

 

Whether the problem could be solved or not, I thank for your help very much. It is you that make me feel helpful when I met a problem. ^_^

 

[edit: Removed email links per the Participation Guidelines and Terms of Service.]

Message Edited by rainxiao on 01-29-2009 08:35 AM
Message Edited by shannons on 01-29-2009 08:42 AM