Issue with sending Norton Submission Portal

Norton 360 for Windows
1

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: Norton Submission Portal

Detailed description: Have been trying to send a correction to Norton on emails the app is sending to the Norton Suspicious folder. Tried to follow the directions to send correction thru Norton Submission Portal. Sent at least 10 times with continued error message.

Spent several hours on the phone and web browser with Norton Help Desk. What a waste of my time!

Looking for suggestions!

Product & version number:

OS details: Windows

What is the error message you are seeing? Something went wrong? Let’s try again…

If you have any supporting screenshots, please add them:

2

@KS876 Is there any VPN running and/or ad-blockers?

SA

3

No, the VPN is not active on this PC.

I do not have any Ad Blocker on as well.

4

This is the site you are having the issue with? Just making sure we are on the same page with things.

https://safeweb.norton.com/file_dispute

What are you submitting? A file or URL?

5

Yes, I went to the Norton Submission portal

I saved the email trail as an eml and tried to attach it as a file to the note I wrote out on the website.

Is this the correct method? I was following the Norton instructions.

6

The website isn’t distinguishing what the format should be. My suggestion would be gather a text file and see if that is accepted.

SA

7

OKAY, gave that a shot and it did not work either. Got the same message back.

For whatever reason the website is just accepting the message back.

As a side note, while I was trying to get this message back to you the whole connection with Norton froze up. I shut down my PC to reboot it, which did allow me to get back on the website.

8

I should have already asked this and I apologize for not having done so. What browser is this happening with? Does using a different web browser get different results? Chrome has been doing some weird things lately and big changes made to it as well. I don’t use Chrome, nor FF but do use Edge ( backup browser ) and Opera GX as primary, both are Chromium based. I haven’t seen this behavior on either one.

Edited: Compress the file into either ZIP or RAR format, lets see if that passes muster.

SA

9

I am not very tech savvy. I have just Edge. I do use Google when I am looking for something.

10

Please read my edit above.

SA

11

okay, will let you know what happens.

1 Like
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13

Same response.

14

Do you know of any way to get information to Norton besides this crazy website?

Norton Submission site

15

Dang!! Lets tag an Admin and see if they can steer things in the right direction. Thanks for working with me about getting a solution too.

@Selvakumar.S Our submission portal is not behaving in the correct way for customers to submit their issues. The standard format should be RAR OR ZIP. Both formats are being rejected. Please advise.

SA

1 Like
16

Thanks for trying. I am really frustrated getting this done. Should not be this hard.

17

Indeed. Here on the forums we don’t have access to Norton/GenDigital services and configurations simply because we Guru’s are not Norton employees. Hoping Norton can give us some clarity.

SA

18

Hello @KS876 and @SoulAsylum,

Thank you for raising this issue!

Let me confirm that we are currently working on the updates of https://safeweb.norton.com/. I’m sorry for the inconvenience during this update.

I’ll keep you posted when the update is completed.

Thank you.

2 Likes
19

@MJay Thank you greatly for that information. Much apopreciated. @KS876 Are you onboard with the post from MJay?

SA

20

Thank you for getting back. I am good if we can get the website working properly and quickly. Looking forward to your note when it is working.

2 Likes