I work for a software provider, and as of this morning, we've started getting hammered with customers that are running Norton 360 that are being told that some of our files contain the Trojan.Skintrim virus. Running a scan using VirusTotal (http://www.virustotal.com/analisis/5fbcee61dd8055f9e7f6a1e94049ae88) we get the response that Symantec is detecting it as a virus, but none of the other 35 tools are finding it. When doing our own testing on this we find that these files do not seem to contain anything even close to the symptoms that are being discussed in the Norton help files.
We've been on the phone with the reps at Norton for the majority of the day - can anybody tell me how to actually talk to somebody over there that we can discuss this with? The phone reps that we've been talking to won't do anything but offer to sell us the $100 virus cleaner or tell us 'well, if it detects a virus it's a virus'. We are fairly sure that this is NOT a virus (being that the last four versions spanning three years are all detected as having the same virus).
Thank you anybody that can offer a hand.
Mike
Edit: I got an email tracking # 10027045 if that helps