How to report a false positive

Archive
1

I'm following the instructions here https://support.norton.com/sp/en/us/home/current/solutions/kb20100222230832EN

Step 3 says click Firewall, but Firewall is greyed out.

I am trying to run the 'Go' tutorial, and I get Heuristic Virus reported.  There is an option to exclude this file, but for that I must be an administrator, which when/where it is reported I am not.

2
Fisher Peter D:

I am trying to run the 'Go' tutorial, and I get Heuristic Virus reported. 

'Go' tutorial? 

https://go.dev/learn/#tutorials

 

3

Fisher Peter D:
How to report a false positive

Report a suspected incorrect detection to Norton
https://support.norton.com/sp/en/us/home/current/solutions/v126152382

Submit a file or URL to Norton
https://support.norton.com/sp/en/us/home/current/solutions/kb20090602171902EN

Respond to incorrect Norton alerts that a file is infected or a program or website is suspicious
https://support.norton.com/sp/en/us/home/current/solutions/kb20100222230832EN

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

For second opinion choose File &/or Search hash at VirusTotal 

Act on quarantined risks or threats
https://support.norton.com/sp/en/us/home/current/solutions/v6200305

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

Exclude files and folders from Norton scans
https://support.norton.com/sp/en/us/home/current/solutions/v3672136

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

Configure Exclusions/Low Risks settings
https://support.norton.com/sp/en/us/norton-360/home/solutions/v15457075

Exclude files with low-risk signatures from Norton scans
https://support.norton.com/sp/en/us/home/current/solutions/v15463085

 

4
Fisher Peter D:

So, I logged in as the Admin user and the firewall is not greyed out.  However, the program I'm trying to look at is (of course) no longer there, as it is only a temporary file.

@Fisher Peter D
Did Norton block/remove/quarantine whatever you're trying to submit?

Did you look in Norton Security History for the related event/s?

Maybe, I can try to reproduce the event, my side?
Is the related file...free and publicly available? 

Since, you're trying to temporarily disable Download Intelligence. 
Maybe, try downloading the related file, again?

I can try downloading the related file, my side, if the file is free and publicly available. 

Maybe, private message me the related file source information, if you want. 

5

So, I logged in as the Admin user and the firewall is not greyed out.  However, the program I'm trying to look at is (of course) no longer there, as it is only a temporary file.

6

I had right-clicked on the app and selected 'Run as Administrator', then completed the Admin user sign-in.  I have repeated this today, Firewall is still greyed out.

7

~ are you Log'd In/using your Windows Administrator user account? 

You need to log in to your computer with an Administrator user account to change the product settings.
For Standard user accounts, some of the settings may appear disabled (grayed out). 
If you are an administrator, keep in mind that the changes that you make apply to all users who use the computer.

 

https://support.norton.com/sp/en/us/home/current/solutions/v5312602

most Norton settings require using a Windows Admin user account.
you cannot use Run as Administrator.