Norton can't tell me the location of the infected file?

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Hello,

 

I had the same problem years ago and it was resolved.  Unfortunately, it was long enough ago that I cannot remember how to do this.

 

Here is the problem:

 

Norton has detected a virus that it cannot remove (most likely because the infected file is inside an archive file, a *.rar file).  This is a simple fix (delete the archive file that has the virus). 

 

How do I get Norton to tell me where this file is located on my computer?

 

I've spent a very long time going round and round with the help staff that Norton has, but they seem new to the English language and therefore unable to help me with this rather simple request.  

 

If I do not get this resolved soon then I plan to end my five year subscriptions with Norton (I have three) and find a more suitable antivirus program (perhaps one that tells me where the virus is located - seems like common sense).

 

Anyway, rant aside, the question above has been asked earnestly.

 

David

I've had my share of frustrations as well (see my recent Vista 64 posts on that one :smileyvery-happy:), but I still think the product is top-tier, and most of the security sites agree.  Before you write it off entirely, I'd wait until later (another 7-8 hours), as it seems most of the Symantec employees and gurus tend to come on later in the day (my time zone, anyway). 

 

While I'm 100% with you with regards to past support experiences, this forum has been a huge plus for me, and a reason I've stayed with the product.  My guess is you'll get an answer - Even if its possibly the one you don't want to hear.  But even that's better than sitting in limbo!

Hi David,
 
There are several places where you can see what container file your virus was detected in.
 
1) When scan is completed, you should see a dialog with 3 tabs (“Results Summary”, “Attention Required” and “Detailed Results”). Go to “Attention required” tab and click on the link from the “Risk” column or in the title". “Risk Properties” window will pop up. Click on “Details” tab. You’ll find a file at the bottom of this page.
 
2) In case you already closed that scan UI you can find this information in the “Security History”. Open “Security History” (Link from the main NIS or NAV UI. Select “Unresolved Security Risks” view. Select your item in the list and click “More Details” button (lower right side of the window). Click Link “View” next to the “Risk Details” in the Alert Details. Same “Risk Properties” window as described above will pop up. Click on “Details” tab. You’ll find a file at the bottom of this page.
 
Victor

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"1) When scan is completed, you should see a dialog with 3 tabs ("Results Summary", "Attention Required" and "Detailed Results"). Go to "Attention required" tab and click on the link from the "Risk" column or in the title". "Risk Properties" window will pop up. Click on "Details" tab. You'll find a file at the bottom of this page."

 

This worked - thanks.
 
I was in chat well over an hour and talked to (I believe) three different people that tended to give unrelated answers to my VERY simple question.
 
Why couldn't tech support comprehend my question and give an answer like the one above?
 
Anyway, I was so disgusted with the whole process that I am only NOW removing the viruses (all because Norton just couldn't make it obvious WHERE the virus is located and Chat turned out to be the biggest waste of time).    So, in the end I've had a bunch of viruses sitting in my computer for about one month (well, three weeks).
 
This is needless and jeopardizes the computer (isn't Norton sold as an anti-virus program?).
 
Yeah, it just shouldn't take one month and hours upon hours of one's time just to find out the location of a virus that has been detected by Norton.
 
Isn't Norton an anti-virus program?   It seems the product is sold as such and that Norton is supposed to be in the anti-virus business, yet it takes a month to find out where a virus is located, plus hours of wasted time in chat (where they didn’t even understand my question let alone give any useful advice).   Nice.
 
Yeah, it is time to switch to a better product.

 

 

1 Like
 
silver_mica wrote:


Yeah, it just shouldn't take one month and hours upon hours of one's time just to find out the location of a virus that has been detected by Norton.
 
Isn't Norton an anti-virus program?   It seems the product is sold as such and that Norton is supposed to be in the anti-virus business, yet it takes a month to find out where a virus is located, plus hours of wasted time in chat (where they didn’t even understand my question let alone give any useful advice).   Nice.
 
Yeah, it is time to switch to a better product.

 


Let's see, your first post on this was on 7/23/08; Symantec Employee Victor_K provided an accepted solution on the same day, 7/23/08. Where's the issue?

 

Or maybe you're including your most recent post of today 8/12/08 where there is more ranting about Norton - still not a month, but getting closer.

 

Legitimate complaints are one thing, but since a solution was provided the same day, I don't see why you would be so angry.

 

Of course you can switch, but you won't find a better product - nor one with support forums like this. Take a deep breath and reconsider.

Message Edited by Phil_D on 08-12-2008 12:09 PM
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I think he is referring to his chatsessions with the support. My opinion is that he could figured out where to find the location of the virus. It's just a matter of commen sense. When the scan is finished and says that there's an unsolved security risk, you click on details to know what it is and where it's located. If you accedently close that window, you could find it of course in the history under unsolved security risks. It think this is very clear in Norton.

 

Despite that, I agree that the guys at support should have answered that simple question. But that's not up to us to discuss about this, but it's up to Symantec to review their chat support. 

 

For something that simple, I don't think you should search another suite. I understand that you're a little angry about it. I would be to if I was you. But I would not search another security suite. As long as NIS keeps me safe and I don't have big problems with it, I'm happy. 

I think it is time for me to end my five year subscriptions with Norton.  I currently have three subscriptions that I pay for.
 
About three years ago I had exactly the same issue.  Upon running a full system scan Norton finds a virus, but cannot remove it (because the virus is inside an archive file).  Norton, of course, informs me that it found a virus and cannot remove it, but cannot tell me the location of the file or the name of the file so that I can find and remove it manually.
 
When I had this same problem three years ago I contacted the Norton help staff through email and with tenacious effort on my part I was finally able to get a decent answer and was told how I could find the location of the infected file.  I have a vague memory that in the History pane you can do something that tells you where the location of the file is.  It is too bad I don't remember what to do now.
 
Fast forward to today.  It seems that Norton has done away with troubleshooting via email and prefers using chat instead.  I find this to be horribly inefficient because it forces you to sit in front of a chat window for hours and hours repeating yourself to people that seemingly do not listen or understand. I must say it is very frustrating to chat in this way especially when many of the replies to your questions seem unrelated and irrelevant to the specifics of your problem as if the person you are talking to is simply cutting and pasting standard text troubleshooting procedures.

Today, I've been in chat for three hours and every guy I talk to eventually says the same thing.  1) they can’t answer my question 2) they need to transfer me to a technical person who can.  The problem I have with this is that they refer me to the very same link that I used to contact them in the first place!

Yeah, it is time to get rid of Norton.
 
Norton includes an antivirus software product and therefore you'd think that something as simple as informing the user about the location of an infected file would be trivial (especially if the scan detects the file in the first place).
 
Well, if anyone on here switched to a better product then I'm open to suggestion.  I need to stop using Norton immediately especially after wasting so much time in chat only to get nowhere (I'm very late for work now).
 
David