I have been blocked from logging onto Facebook as it claims that I have malware and must add a ESET program to scan all my files

Norton Security | Norton Internet Security
21

Sounds like we're on the same team, peterweb, so no worries, eh?

As for where I'm focusing my efforts, they've been exhausted on Closedbook, er, "Facebook," so I am attempting to garner interest among the reputable security suite vendors whose software has been wrongly malaigned by Facebook's accusations.

To be perfectly honest, Norton and others most certainly should stand up and take notice when a non-security company like Facebook attempts to force users of Norton Security software to disable it and run who knows what software from who knows where.

Or is Norton not interested in phishing?  That's a rhetorical question.  Of course they are.  It would be nice, however, if Norton would take action along the lines of my previous suggestion.

22

Given the nature and identity of who receives these "You have malicious software" misdirections, along with the fact they're running world-class security suite software, I very seriously doubt Facebook is seeing any legitimate infection at all.

23
SendOfJive:
swamper777:

The point is that Facebook claims that thousands, if not millions of Norton Security-protected computers are *somehow* infected with a virus and blocks users until they install and run Facebook's own proprietary/partner "anti-virus" scanning software before being allowed back in.

Actually, it is not thousands or millions.  These are isolated cases.  Despite some Norton users encountering the Facebook block, most do not.  Facebook is not detecting anything specific to Norton (or we would all be seeing this) and, as peterweb points out, users who see this block would see it regardless of the brand of antivirus product they are running.  Facebook just needs a better way of informing users about what the company is detecting on their systems and a better method of resolution other than insisting on the user running a partner product without adequate justification.

I think the truth lies somewhere in the middle -  not millions, and not a isolated few either. What we see here in this forum is a ice cube-size chip off the proverbial iceberg. Blogging about it (and yes, posting with my "new" ID on Facebook) I had more comments from people that had the same experience. Neither this forum, nor anyone's post or blog can reach and find all the incidences that are actually happening.
When it comes to Millions of users, a related incidence a few years back affected ALL the users of Weebly (today's count 45 Million) whose websites were deemed containing malicious software by Facebook (years ago McAffee erroneously  reported Weebly as a security threat) and any Weebly powered site was blocked because of this. It eventually was cleared up. 

24

I'd dump Facebook long before I'd dump Norton..............

25
swamper777:

The point is that Facebook claims that thousands, if not millions of Norton Security-protected computers are *somehow* infected with a virus and blocks users until they install and run Facebook's own proprietary/partner "anti-virus" scanning software before being allowed back in.

Actually, it is not thousands or millions.  These are isolated cases.  Despite some Norton users encountering the Facebook block, most do not.  Facebook is not detecting anything specific to Norton (or we would all be seeing this) and, as peterweb points out, users who see this block would see it regardless of the brand of antivirus product they are running.  Facebook just needs a better way of informing users about what the company is detecting on their systems and a better method of resolution other than insisting on the user running a partner product without adequate justification.

26

First, I am not an employee. Just a user like you that volunteers my time to try to help users with Norton product problems.

Which is it, peterweb?  A, or B?

My vote is also B. All the users here that ran their own scans with Norton, and then have bowed down to Facebook and run their scan, found nothing. 

And this issue is not restricted to Norton Users. User in this article was using McAfee. And that was just a very quick search. I'm sure that many or all other security vendor's customers have seen this bogus Facebook detection.

You should be focusing your efforts on asking Facebook why they are falsely identifying all these user accounts with this bogus detections.

 

27

You're missing the point, peterweb.  The point is that Facebook claims that thousands, if not millions of Norton Security-protected computers are *somehow* infected with a virus and blocks users until they install and run Facebook's own proprietary/partner "anti-virus" scanning software before being allowed back in.

Only one of the following statements is true:

A.  Norton Antivirus is allowing viruses to infect users' machines and running Facebook's software is warranted.

B.  Facebook's virus detection is flawed (or possibly malicious) and they need to change their grossly overbearing (and possibly maliciously intrusive) mandate to run the software before users are allowed back in to Facebook.

Which is it, peterweb?  A, or B?

It can't be both, and based upon my 30 years of computer and networking security experience, I think it's B and not Norton's fault at all.  I've tried other antivirus/security suite software over the decades, but I always come back to Norton because in both my personal and professional opinion, it's the best all-around security software on the market today.

Meanwhile, we're still faced with Facebook's allusion that Norton is flawed.

While you probably wouldn't want to go head to head with Facebook, there's absolutely nothing wrong with doing some investigation, re-creating the occurrence (unless FB has already decided to knock it off), and making some things clear to your users.

Here's a suggested policy statement:  "Norton has investigated Facebook's claims of malicious software on users' computers which are protected by Norton Security and finds no evidence of any such malicious software.  Furthermore, Norton cannot support Facebook's insistence on running third-party scanning software and strongly recommends users against disabling Norton Security at any time."

Is that too difficult?  I see it as a necessary step, but hey, what do I know?  I only graduated summa cum laude in both my masters degrees (MSM and MBA( along with two concentrations (Technology Management and Project Management).

28

This Facebook security warning has nothing to do with Norton or any other security company. Facebook is presenting this page to the users. 

29

Which is better?  Having hundreds of millions of individual users contacting the BBB?  Or for Norton/Symantec and Facebook to work together as responsible companies SHOULD in order to put a STOP this nonsense?

Seriously, people.

Besides, most FB users around the world don't have access to a BBB.

30

Hello

I have seen other people who claimed that they contacted the BBB and within a few days, they were back into Facebook without having to do the ESET scan or anything else If you know your computer is clean, that may be the way to proceed.

Thanks.

31

Sounds complicated, like a round-about way to defeat the stupid block Facebook puts on.
I wanted for some time already to do an update to my own experience: I have a near broken down computer (I rarely log in to) where there are no important files or links on it, and I jumped through the Facebook hops to see what happens. So yes, I got in and only on that old piece of crap - so it is not the log-in, but the log-in from any other computer you might attempt to log in from. Strange though: I am also in on the cellphone app with my old account. Just not on the main PC I use. So I have a new FB account on there, and anything that is important to share I do so from one account to the other via my cellphone. I also managed to install my "new" self as administrator of all the commercial Facebook pages I controlled with my old ID, using the cellphone.  The rest, I don't care. In a way, I got rid of a bunch of "friends" that I didn't even know from Adam - my good friends and family are connected now to my new account. 

32

I fixed being locked out of my Facebook account because of "malware on this device, download our scanner etc etc". I'm using a PC so I don't know the steps for Mac or Linux. 

Also, this fix requires that you have previously backed up your Chrome Browser user profile (or other browser you were using before you were locked out). 

I attempted to unintstall/reinstall Chrome, "Reset" Chrome, etc. None of these worked for me. Below are the steps I took to regain access to my account using Chrome on a PC. 

1) Press the "Start/Win" key. 

2) Type %appdata%  (yes with the % sign).

3) Click up one folder. You should see the following folders "Local", "LocalLow", and "Roaming".

4) Open "Local" and find the folder named "Google". This is your user profile for Chrome.

5) Move it to the Desktop. There should now no longer be a "Google" folder in "Local".

6) Copy your Google Profile backup into "Local" and you should be good to go. 

7) When you attempt to login to Facebook, it will most likely offer you to recover your account. DO THIS!

8) After you've recovered your account, you should now be able to use Facebook on Chrome. 

33

You are correct - I had the same happen to me earlier today.
I also tried some of the steps you mentioned, including trying to log in with my other computer. 

I wrote an angry post about this on Steemit (with the tag Facebook): https://steemit.com/facebook/@thermoplastic/wtf-facebook-i-am-royally-pissed-off
I quoted your entire comment, but also provided the relevant links to this forum tread and your comment. 
I am not done yet. I have several blogs and am widely connected through a variety of networks, and I will soon copy this wherever I have access. 
This is particularly irksome because I have well over 4000 friends, am administrator on a half dozen pages and uncounted groups, so I am completely cut off from that. 
Oh yes, if you didn't open the Steemit link I gave and read it: I had no problem opening a new account under a different name and accessing it from both of my computers that are supposedly infected with malware!
 

34

I finally solved my problem of being blocked by Facebook.  They would not allow me to sign in on my pc.  I filed a complaint with the Better Business Bureau.  At first they responded to BBB saying, "We are looking into the matter."  BBB asked if I was satisfied with their solution. I said "NO", they have done nothing.  Miraculously, they responded a couple of days later, that the "matter was resolved".  So I tried to log in to FB and I was able to.  I can only assume that when I went public FB decided not to continue with their B.S. Others have said they believe FB's filters are too sensitive.  That would make sense.  I have had no further issues.     

35
Shidewang:

I have the same problem with Facebook asking to install those softwares. I doubt that Facebook is doing something not right here. And for sure the 4 partners know it too. i cannot install any software on my company laptop to it's weird that Facebook says they found threats on my computer. 

It's even weirder when i can easily log in by another browers. 

i'm following an instruction from my other friends to download one of those softwares on another laptop (as i couldnt do the same to my company lap), following the instructions, let it automatically scan then it will be back to normal. 

if yes, obivously this is a uncerntain claim, is it a trick? 

Check out this thread.  https://community.norton.com/en/forums/message-lets-check-your-device-malicious-software

36

x

37

I have the same problem with Facebook asking to install those softwares. I doubt that Facebook is doing something not right here. And for sure the 4 partners know it too. i cannot install any software on my company laptop to it's weird that Facebook says they found threats on my computer. 

It's even weirder when i can easily log in by another browers. 

i'm following an instruction from my other friends to download one of those softwares on another laptop (as i couldnt do the same to my company lap), following the instructions, let it automatically scan then it will be back to normal. 

if yes, obivously this is a uncerntain claim, is it a trick? 

38

I've been using Facebook for nine years.  During that time, I've only been put in Facebook jail about seven years ago, and then, only for 24 hours.  I have 800+ FB friends, all of whom I've met in person or otherwise known in other circles.

I'm also an IT security specialist with 29 years of experience, one who has written 20+ articles for Network World.

It is my opinion that Facebook use of it's "Let's Check Your Device for Malicious Software" pop-up (attached) has nothing to do with "malicious software" as it claims, but rather, as a means of gaining access to the computing devices and personal information of people it has, for whatever reason, deemed "unfavorable."  I base my opinion on the process of systematic elimination, as described below:

1.  I run several anti-virus/malware programs on my computer, including Norton Security and Norton's recommended Malwarebytes.  The only problem any of them found was pua.opencandy, a low-threat undesirable which I fixed before reattempting my Facebook login, still to no joy -- same "malicious software" error message.

2.  I next attempted to login to Facebook using other browsers, including Firefox and Opera.  same "malicious software" error message.

3.  I flushed the cache of all browsers, system-wide, and attempted to log in using a different local machine user account on my computer (same FB user account):  same "malicious software" error message.

CONCLUSION 1:  This issue has nothing to do with any specific browser.

4.  I moved to a backup computer, one I haven't used in about three weeks.  Result:  same "malicious software" error message.

CONCLUSION 2:  This issue has nothing to do with my computer.

5.  I hiked over to the library, and asked a friend to login to their Facebook account using one of the library's machines.  No problem.  After they logged out, I tried logging in using my Facebook account.  Result:  same "malicious software" error message.

CONCLUSION 3:  This issue has nothing to do with my IP address, but may have to do with my FB account.

6.  I repeated Step 5 using a friend's computer.  He could access FB, but I could not.  After I logged out, he was able to log back in without a problem.

CONCLUSION 4:  This issue not only has nothing to do with either any machine or any browser, but is definitely associated with my FB user account.

7.  I researched this problem on several different user forums, including both here and on Facebook.  None of the information I found conflicted with the steps I took and conclusions I reached as denoted above.  In fact, the account about the lady who contacted the Better Business Bureau who subsequently contacted Facebook who magically resolved the issue confirms the conclusions I have reached above.  I also noted that Facebook usually responds to users' posts in their Help forum.  They did not, however, respond to any of the five posts reporting this problem in their Help forum.

CONCLUSION 5:  Facebook may not be interested in helping resolve this issue, because for them, it's not a legitimate issue.  

8.  I asked my friend to come over to my apartment, login using my computer and browser, to see if he can duplicate the problem.  I log in and receive the "malicious software" message.  I log out.  He logs in with his own FB user account.  Result:  NO error message.  I log in, receive the error message.  He logs in, no error message.  We repeat this several times just to be certain, both with cache flushing, no flushing, and multiple browsers.

CONCLUSION 6:  Conclusion 4 was thoroughly and incontrovertibly verified.  This issue has absolutely NOTHING to do with any purported "malicious software" on my machine (or on any machine) or in my or any other browser.  The ONLY possible culprit is my specific login (along with the logins of others who have been put into the same penalty box by Facebook for whatever reason).

I therefore surmise that Facebook may have implemented this as a means of doing one of two things:

A.  Blocking users whom it deems "undesirable."  Unfortunately, all it takes is just one FB moderator to block a legitimate user, even if all that user did was disagree with the status quo with respect to an issue like abortion or man-made climate change, and there's no way to contact FB without first allowing them to scan your system.

B.  Creating a false premise upon which it can gain access to a user's computer.  I would hate to think that any of the four antivirus/malware products with which Facebook has partnered (Kaspersky, ESET, TrendMicro, F-Secure) would ever be complicit in such an affair, but given the observations and test results as stated above, along with Facebook's decidedly left political bent and the countless similar tactics the left has used over the last decade at all levels, it's entirely reasonable to question that this is indeed what Facebook is doing now.  The problem with this is that the only way to contact Facebook at this point is to allow them to scan your entire system, during which time they could record the entire contents of your hard drive - a definite NO-NO with respect to security.  Furthermore, this even gives them the ability to actually place files on your hard drive during that process, also a BIG FAT NO-NO.

I have every confidence in Norton Security to detect any such problem that Facebook purports to exist, should it actually exist.  In fact, I implore Norton to find out what in the world Facebook purports to exist and work with them and their four partners in order to identify and eliminate this supposed "malicious software" threat FB claims is on my computer but which I have clearly and incontrovertibly proven not to be present.

In the meantime, I am filing a formal report with my Congressman, asking that he open a Congressional investigation into Facebook's deceptive practices.

39

She knows.  She's simply sharing here as sharing her resourcefulness about using the Better Business Bureau on Facebook would probably get her put back in Facebook's "malicious software" scam corner.  As a networking security specialist, I've come to the conclusion by means of systematic elimination that the problem has absolutely nothing to do with malicious software at all, and everything to do with Facebook's deceptive way of handling posters it doesn't like.  I'll be adding my own post in a few minutes with more details.

40

Is Facebook scamming their users ?

It seems they may be getting ad revenue from Eset.

You need to take this up with Facebook. Norton is not involved at all.