Hi,
NMS found 4 pieces of malware:
- Contacts - com.android.contacts
- Android keyboard - com.android.inputmethod
- Phone - com.android.phone
- Media Storage - com.android.providers...
I have no ability to submit a sample from NMS. How do I go about this?
Hi boneyrm.
An interesting question! Sorry to say that I am not sure as I have never received such a report, but hopefully someone with more knowledge of this will be along soon.
It may help if you could give us a little more information in terms of what version of Norton Mobile Security (NMS) you are using and if you have had it on the device for long. Also whether the Lite or Full version. What I am also wondering is whether it appears that something got past the initial defences and is now being picked up in a scan.
Can you tell us exactly what is being reported or even possibly post a screen shot. If you like we can probably give some advice on how to do that if you tell us what version of Android you have.
And finally as you wait for a more informed response - do not forget that it may be a false positive. I.e. something not malicious that has just raised some markers with NMS.
Hello again boneyrm.
Your post stung me into action that I should have taken long ago - so many thanks.
I have now deliberately downloaded and installed a piece of malware on my phone, which has NMS 3.0 on it. (If you are using an earlier version the results will probably be different but should be similar.)
When the app was installed NMS reported it as being malware and asked if I wanted to remove it. There was a "remove" button which I assume if pressed would have uninstalled the app, though I did not test that as I wanted to go on to the scan.
From the action I found, and your original post, I assume that you have installed NMS after the "malware" was first installed on your device.
Next, having not removed the app I went to the NMS Anti-Malware screen and at the top it said "1Malware found". If you tap that message then you should move to a new screen with a large red cross at the top left and the name of the suspected files listed below. Having seen what the file is, if you want to get rid of it tap the little bin icon on the right of the file name. This brings up a window with the options of "Remove" and "Cancel". Selecting "Remove" asks if you wish to uninstall it.
I hope that answers your question. If not please come back and we will try again.
Hi mark_symc.
Welcome to the Norton Community Forums. 
Sorry you have joined us with such troubling news! :-(
This looks odd and hopefully is a false positive report but let us try and get a better understanding...
Can you tell us what version of NMS you have loaded and what device and version of Android (or iOS) you are using.
Is it the free or paid for version of NMS that you are using and how long has it been on the device?
You say you have no ability to submit a sample. Can you possible get a screen shot (or simple photo) of the report?
I am assuming that the report was produced during/after a scheduled scan - if not then can you please say when it was produced.
Assuming that it was produced during a scan and the report has currently gone away can you try switching off your device, switching it on again and then re-running the scan and see if the same report arises.
I am not a member of Norton staff (they are identified by their board names appearing in bold red type) but I will try and ensure that this report is drawn to their attention.
Edit - If your last line meant - how do I post an image in this forum? - Then you may like to look at this now fairly old but still basically correct post by Yaso_Kuuhl.
Hi! Thanks for your response! The version of NMS is v3.3.0.892 and is a paid version. I installed the free version somewhere last week and that one already triggered the malware detection. Upgraded to the paid version yesterday and still got the warning. It also found it during a scan, but even when I shutdown the device the message pops up immediatly after booting the device.
When I click on one of the detections, all options available from NMS is Remove or cancel. It would be nice if there is an option in the GUI to submit the file to Symantec for analysis. That's what I meant by submitting a sample
Screenshot of the detection:
Screenshot of my android OS version:
Thanks,
Mark
Thanks for that mark_symc.
This is not a situation I have encountered before and hopefully someone from the Norton team will be able to help.
You do not seem to have mentioned what device and version of Android you are using or if you have had the phone for long.
As you can imagine the likelihood of malware on a brand new phone is probably far less than on a used or second hand phone.
If the files are infected have you any idea where the problem may have come from?
Good luck.