Norton AV blocking installation files, despite being whitelisted

Norton Security | Norton Internet Security
1

Every new release of our software, I upload the package (.exe) to Norton for whitelisting, via the Symantec Portal. Every time, no problems are detected, and the files are whitelisted by Norton/Symantec.

A while ago, many of our clients using a Norton antivirus client experienced issues where Norton blocks several files from our installation package. Most common issues have to do with blocking the installation of certain files and with data protection (GDPR related). All are false positives.

I have tried many ways to contact Norton, asking for help to get this resolved:
I’ve sent emails, but without reply from Norton.
I’ve called, and I’m called back, also without coming to a solution. I was promised the senior technical department would look at it and that they will come back to me, but they didn’t.
I’ve chatted via the chat function on the Norton Support website. There, I was also promised people would get back to me, but no one did.

So far, I’ve raised this issue many times and every time I had to explain everything from scratch, despite referring to case numbers. As a last resort, I’ve subscribed to this community, hoping to come to a solution via this route.

Until there is a solution found, we tell our clients (over 20K) we don’t support Norton antivirus products, because we cannot guarantee that our software can be installed the way it’s supposed to be.


PS. We are working on getting our software certified, but until that’s in place we have to upload our software for whitelisting.

2

Hi Marin,

Thanks for providing the case numbers, I'll review them and provide feedback to the concerned team. 

I am unable to download the application from the URL provided in the submission, as the submission was made in February this year, maybe the application link expired and is not available anymore.

Is there any chance you can either provide me a file download link via private message or submit the application again through submit.norton.com and share the submission ID, I'll pull the link from the submission and download the application to reproduce the issue so we can take it from there.

Regards,

Zee

3
Marin:

I also have a Submission ID for a resubmitted upload (at the time): e04093c1-88b0-4ab0-8ae0-d6dad901e3ce

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https://submit.norton.com/?type=CHECK&submission_id=e04093c1-88b0-4ab0-8ae0-d6dad901e3ce

 

 

4

Hi zeeshan_ha,

Thank you.

I have got two case numbers for this issue:
75445234
75992263

I also have a Submission ID for a resubmitted upload (at the time): e04093c1-88b0-4ab0-8ae0-d6dad901e3ce

Hope this helps!

5

Thank you, SoulAsylum!

6

Hi Marin,

First of all, I would like to sorry about the experience you have had with Norton Support. If you share any of the case number of your Interaction with Norton Support, I'll try to see what happened and what we can do for the improvement of our service.

Is there any chance you can share a download link for your application which is detected by Norton so I can reproduce the issue on my side and take it from there?  

 

7

Hello Marin. I have escalated your issue to an Admin for direct intervention from Norton. Hoping someone will reply here soon.

SA