Tech0utsider wrote:
Oh sorry I did not see your latest post. Hm. Empty Malwarebyte's quarientine. Norton may be detecting the files that are in Malwarebyte's quarientine and telling you that they are malware.
The User has Deleted the File(s) from their system...
Tech0utsider wrote:
Oh sorry I did not see your latest post. Hm. Empty Malwarebyte's quarientine. Norton may be detecting the files that are in Malwarebyte's quarientine and telling you that they are malware.
I tried this, and the Action Required window still keeps popping up with the same list of trojan horses.
Obviously my computer is not infected by anything that has executed. I suspect that I may have already deleted the trojan horses when I purged my e-mail client's downloads folder, but NIS is acting like it's bugged with this notification window, and is not updating. It keeps popping up without even running a scan first (it appears immediately as soon as reboot my computer and log onto Windows).
I've had a very similar Action Required window pop up from time to time with the previous version of NIS, and it's always been a dormant trojan horse or virus file sitting in my e-mail client's downloads folder, that I simply had to manually delete.
I just spent over an hour chatting with Symantec tech support (two different specialists), and all they are trying to do at this point is tell me that I have to pay US$99.99 for their consultation service. I asked them if I still have to pay if it is determined that the problem is a bug with their software, and all they would tell me is that it is unlikely that there is a problem with their software, and that I really need to pay for the service right away to avoid damage to my computer from the trojan horses.
I'm not prepared to pay $100 to fix a design flaw in their software, at least until I have exhausted all other options. Any other ideas? Should I just unistall and reistall NIS and see if that fixes it?
After an automatic virus scan, NIS 2009 discovered several threats that are summarized as either...
Backdoor.Trojan cannot be removed from an unsupported file
...or...
Trojan Horse cannot be removed from an unsupported file
In the Action Required window, under "Status," it says "Remove Failed," for each of these, and my choices under "Action" are either "Rescan" or "Get Help." I tried both options, and neither helped.
I suspected that the "unsupported file" simply means that the trojan horse is within a compressed file, so I went into my NIS settings and set it to automatically delete any compressed files that contain a threat (the default was previously set to something like "ask me what to do"). I then tried the "Rescan" option in the Action Required window, and it is still not removing the threats or changing how they are displayed in the Action Required window.
In previous versions on NIS, I used to be able to click on the name of the virus in this window, which would bring up a window of virus details that showed the location of the threat file, so that I could simply delete it manually. NIS does not appear to do this--it will open up a window showing the Risk Details, but it does not show where the file is located. This appears to me to be a major design flaw or oversight.
I also went into the Security History window to see if there was any information there on the file locations, but there is nothing.
If I could just figure out where the threat files are, I would delete them manually. I went into my e-mail client's downloads folder and embedded files folders, and deleted anything that I though might have been the threat files (including all compressed files), but it didn't help.
Any advice would be much appreciated.
I would suggest using the Norton Removal Tool to see if that Fixes this Issue; let us know.
Have you not already tried this...?
Floating_Red wrote:I would suggest using the Norton Removal Tool to see if that Fixes this Issue; let us know.
Have you not already tried this...?
I ended up uninstalling (using NIS 2009's built-in removal tool) and reinstalling NIS 2009, and this fixed the problem. As I suspected, my system was not infected. NIS was apparently just not refreshing/clearing the Action Required window after I manually deleted the trojan horse executables. Thanks everybody for your suggestions.
I'm glad I didn't listen to the Symantec tech support specialist who was insisting that I needed to pay $99.99 for a consultation to fix the problem, and who was telling me that it was "highly unlikely" that there was anything wrong with NIS!
I registered on this forum just to post that I have the EXACT same issue! It's really annoying. The dialogs popup every couple of hours with viruses that don't exist. All of the viruses just say "xxxx cannot be removed from an unsupported file". Removed Failed.
I think I know what may of caused this. I was downloading emails off my server and IS 2009 crashed. There are some attachments that Internet Security products simply cannot handle. It kept crashing every time I downloaded my mails, so I went into IS settings, disabled the mail checking setting. Downloaded my mail without issues (Outlook) and then re-enabled the email setting. This is where the issue started, after Norton did some of its background scans, it detected these ghost virus/trojans that never go away.
One lesson I learned now is.. NEVER ever buy newly released software, theres always bugs that are so new and undiscovered.
You tried a reinstall?
As for me, NIS09 has always been stable for me, ever since it was a beta =).
npbox, please take a look at this thread for a possible solution/workaround for your problem.
Removal instructions for Backdoor.Trojan: http://www.symantec.com/security_response/writeup.jsp?docid=2001-062614-1754-99&tabid=3.
Removal instructions for Trojan.Horse: http://www.symantec.com/security_response/writeup.jsp?docid=2004-021914-2822-99&tabid=3.