We receive support requests from our users and most of the requests are from those who use Norton 360 on iOS devices. Those users have access to the website blocked by Norton 360.
I've already submitted dispute requests, through both SafeWeb and https://submit.norton.com/?type=URL. I did it first as an anonymous user and didn't get any feedback, despite the note "Note: Dispute resolution could take upto 2 days and you will receive email confirmation once validated".
Then, I registered as the site owner after going through the verification process and used the "Re-evaluate my site" link to submit a dispute. But, even in this case, I didn't receive any feedback.
I believe something close to 3 weeks have passed since my first dispute submission and didn't receive a single feedback regarding my submissions.
Currently, SafeWeb still shows our site as safe. But, since the customer support team was still receiving alerts, I decided to try to reproduce the issue.
Unfortunately, I was informed that peterweb's suggestion below didn't work.
As a stop gap suggestion, have the users reinstall 360 on their iOS devices.
I installed "Norton 360" app on an Android device. At first, I was still able to access the website. Then, after I turned VPN on in the app, the alert below started being displayed:
Now, it keeps being displayed even if I turn VPN off. I also tried the same on an iOS device and I was able to reproduce the issue in this case too.
I've tried using the "Norton VPN" app instead but, in this case, I was able to access the website with no issues, so the issue seems to be affecting only the "Norton 360" app. Finally, the Norton Safe Web browser extension is allowing access as well.
Question
Could I have our website stop being flagged by malicious by Norton 360 app? Is there any other channel I should report this issue to?
I thought SafeWeb was the definitive database all Norton products use to alert users about suspicious URLs, but it doesn't seem to be the case since my access is being blocked only when I use "Norton 360".
The customer support team told me that the issue is still happening on their devices (screenshot below). I imagined that solving the issue on SafeWeb would automatically solve the issue on the iOS app as well, but it's still blocking the access.
Should I also report this issue through a different channel other than this one?
How many reports from iOS users are you getting? As a stop gap suggestion, have the users reinstall 360 on their iOS devices. That will clear the app data and possibly stop those detections.
peterweb, thanks for your directions. The last time I was informed by the customer support team regarding the number of affected users, it was around 16 in a time span of 3 weeks. We will try your suggestion here.
How many reports from iOS users are you getting? As a stop gap suggestion, have the users reinstall 360 on their iOS devices. That will clear the app data and possibly stop those detections.
Now, it keeps being displayed even if I turn VPN off. I also tried the same on an iOS device and I was able to reproduce the issue in this case too.
