How to unblock a file that was "blocked"

Norton Security | Norton Internet Security
1

I have a program that I'm sure isn't a bad trojan but it detects it as a trojan horse and it "blocks" it and I can't get it to stop blocking it ( reinstalling program ) and there's no option to unblock it.

 

2

I have a program that I'm sure isn't a bad trojan but it detects it as a trojan horse and it "blocks" it and I can't get it to stop blocking it ( reinstalling program ) and there's no option to unblock it.

 

3

Hi Rjan,

 

Can you please let us know the OS and the version of Norton product you are using.

To find out the version, click on Support > About from the main window.

 

Reagrds

4

Hey, thank you for replaying. I dont know why they transfer me to Norton 360...

I have win7 and Norton Internet Security Version 20.3.1.22

Thank you for helping :-)

 

5

someone ?

6

Hi Rjan,

 

We will need to know more about the situation.  Was this a program that you tried to download that Norton removed immediately, or something else?

 

7

The advice is of no use to this Macintosh OS user. I see no "Quarantine," no "REstore," no means to add anything to the "scan exclusion list" for Autoupdate settings, whatever that is.

 

Norton Firewall repeatedly blocks apps that I use. I miss the unwanted blocks, sometimes because I am away from the computer, sometimes because I am not looking at the screen or the part of it where the notice appears. This time, it is Microsoft Autoupdate, which one would think Norton would recognize as allowable.

 

I have no clue when or if I will be able to get Word updates. This problem has gone on for years and has cost many hours of my and Norton experts' time. Unfortunately, when they unblocked apps, they did so so quickly that I could not follow the steps. They should be available and clear. And Norton ought to have better ways of warning of the blocking, a sound as well as the visual notice that lasts no more than a few seconds.

 

Perhaps Symantec has a fixed address I can find it and write to, in a vain hope the entire problem can be solved.

8

Hi AlfredLemire,

 

The Norton for Mac products are not the same as the Windows versions.  You may want to post your issue to the Norton for Mac board here:

 

http://community.norton.com/t5/Norton-for-Mac/bd-p/norton_mac

9

Thanks. I know the apps differ, markedly, but where I am here is all I could find. I’m a writer, not a technical guy. Thanks for the URL for the Mac site. It works. I’ll try to stumble through the Mac site. If I pound on enough keys for an hour or more, I might find a solution.

 

10

"Add items to the Signature Exclusions"

I would NOT recommend adding "Trojan.Gen" to the Signature Exclusions list as it will stop detecting all (this FP, and many non-FP) threats that match "Trojan.Gen".

11

Please review > How to report false positives.

How-To: Report a Suspected Erroneous Detection (False Positive)
https://submit.symantec.com/false_positive/

For information regarding event > from Norton pop-up > View Details > Copy to Clipboard &or from Norton history > More Options > Copy to Clipboard > paste.

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

Please review:

1) Restore an item from Quarantine
https://support.norton.com/sp/en/us/home/current/solutions/v6200368

2) My Norton product alerts that the file I downloaded is not safe, and deletes it
https://support.norton.com/sp/en/us/home/current/solutions/v80629965

3) My Norton product incorrectly alerts that a file is infected, or a program or website is suspicious
https://support.norton.com/sp/en/us/home/current/solutions/kb20100222230832

4) Add items to the Signature Exclusions
https://support.norton.com/sp/en/us/home/current/solutions/v54298598

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

Restore & exclude this file: is not the same as adding item(s) to Exclude from Auto-Protect nor the same as Exclude from All Detections.

FWIW ~ AS IS ~ YMMV

12

strange,i've had the same thing with games in the past and on mine there has always been a restore choice next to the option.

from the look of it what you will need to do is click on the "exclude this file" button in the third picture and then reinstall the game,run a scan of the file after and it shouldn't get removed this time.

just make sure the game is from a reputable source first.