Problem with Norton Safe Web

My retail website is based on a top level domain maintained by my ISP. Another website within that domain has had a threat, and Norton is flagging all websites within that domain as unsafe. My ISP assure me that the malacious code has been removed and have applied ror the domain to be rescanned and re-evaulated.

 

I have also verified my site ownership within the NSW on-line procedure and requested my site to be resubmitted for re-evaluation (although 'my site' hasn't been evaluated in the first place).

 

We're currently several days into the waiting process. I've tried contacting Norton Safe Web, but they don't answer emails and don't appear to have phone support. My ISP are reporting that they're waiting for an answer. I've tried contacting Norton Anti-Virus phone support, but the people there seem ill-informed about Safe Web and thus unhelpful.

 

In the meantime, Norton users who visit my site are being warned it's unsafe and I'm losing custom and reputation. My website has not been rated by Norton, who state that their unsafe rating is inherited from my ISP's domain, and that my site may be rated individually at a later date.

 

Waiting 2 weeks is going to be very harmful to my business, particularly as just before this happened, we had started an intensive advertising campaign to attract new customers. Is there anything that can be done to get my site rated as safe without further delay? My sales have been hit very hard and my business may not survive a lengthy period of being rated as unsafe.

 

The domain is free-online.co.uk. My website is www.thirtiethcentury.free-online.co.uk

do u using Norton 2011?if yes..we see the issue..you can join here

 

http://community.norton.com/t5/Norton-Internet-Security-Norton/Safeweb-not-working/td-p/289030

robbarsoom Hi,  :smileyhappy:

 

Have you used this Norton site?

 

http://safeweb.norton.com/help/site_owners

 

I hope this helps.

 

Cheers,

 

drshlomo.

Sorry, this reply does not appear to address my problem. I'm not commenting on an aspect of Norton Safe Web not working.

Hello robbarsoom

 

Welcome to the Norton Community Forum

 

I will contact the Forum expert on these matters, but the difficulty with Safe Web may have something to do with the problem. Thanks.

 

Edit. I have contacted him, but he is offline now. With the difficulties that Safe Web is having now, I don't know if he will be able to do anything about it . They are working as fast as they can to fix the problems.

Thanks for the link drshlomo, but I've explored the NSW site owner information and done everything I can. My problem is that my site has had the unsafe warning for nearly 2 weeks, I am advised by my ISP that there is no virus problem, McAfee, AVG & Kaspersky all rate my site as safe and my business is being wrecked because Norton will not respond!

robbarsoom Hi,  :smileyhappy:

 

Is this not what you're looking for?

 

Do you think your Web site's rating is inaccurate?
 

Please note that your site needs to be registered and site ownership verified to get the site re-evaluated. See Getting started with Norton Safe Web for more information.

If you feel that your Web site has been given a rating by Norton Safe Web that is inaccurate, you can easily request a re-evaluation following these steps:

  1. Sign in to your Norton Safe Web account.
  2. On the "site dispute" tab, click the "Re-evaluate my site" link next to your Web site name. You can raise your concerns and issues regarding content on your Web site here.

The "site dispute" tab lists any threats detected on your site. You must remove these threats from your site

We process re-evaluation requests in the order in which they are received. As soon as our re-evaluation is complete, we will send you a notification. You can revisit the Norton Safe Web Site report to view the updated rating for your Web site.

 

Cheers,

 

drshlomo.

Thanks Rootkit Eradicator!

Thanks again drshlomo, but I've tried that. The link referred to doesn't appear against my website name on the site dispute page, even though I have verified ownership. Eventually, I was able to submit my site for re-evaluation by following a link provided by Norton in an email acknowledging my registration of site ownership. This was 4 days ago, and followed about a week of investigation before I realised what was going on. How long does one have to wait for re-evaluation, especially when the original problem wasn't on my site and through no fault of mine? 

robbarsoom Hi, :smileyhappy:
 
We're into the weekend now so that will involve some delay.  also, as I understand it, the process can take up to 2 weeks but, hopefully, I'm sure it will be resolved for you some time this week.
 
From what you say, probably your site was reported by someone as malicious, by mistake.  Norton will try hard to get it fixed for you as quickly as possible.  I understand it must be very worrying for you but this is, of course, a matter of "Safe rather than sorry".
 
Sorry I could not be more positive.
 
drshlomo.

Hello robbarsoom,

 

Since your website is a third level domain, it will require manual verification from Safe Web.

 

I will notify the team of your issue. Please allow them a day or two to respond back to you in this thread.

 

In the mean time, can you confirm that you have verified ownership by noting this status message in your Safe Web profile?

 

 

01-Site-Verified.png

 

To be notified by email when a reply is posted, go to My Settings > Preferences and check the box for: "Automatically Subscribe Me to Topics I Participate In".

 

Thanks Phil.

 

Yes, I can confirm that I have 'ownership verified' as the status message in  my Safe Web profile.

 

I look forward to the team's response.

Phil,

 

I don't know if this is relevant or not but when I used the link in the original message I got a red X warning which when looked at in detail specified a specific file .... kittens.html as infected with a specific virus.

 

Could it be that that needs to be dealt with or is it a false positive on that message or just that we know that there is a system situation with SafeWeb at the moment?

Hello Hugh,

 

The site mentioned in this thread is a third level domain being hosted on free-online.co.uk. 

 

It would appear that another site (elaineharvey), which is also hosted on free-online.co.uk has an issue which is causing the alert for all sites hosted there.  Unfortunately, that is one of the drawbacks of using a free hosting provider and being a third level domain.  You don't have control over the other sites sharing the service.

 

The ideal situation would be to register a domain name and subscribe with a hosting provider so that the site is a second level domain, independent of a shared domain. 

 

An example in this case would be: thirtiethcentury.co.uk, instead of thirtiethcentury.free-online.co.uk

 

I believe Safe Web may partition free-online.co.uk for granular rating, so that subdomains will have separate ratings from that of the main domain.

 

I think what I was moving towards is not that SafeWeb needs fixing nor that the OPs site needs fixing or recognizing or whatever (you know how much I know about all this <s>) but that that infected file needs to be removed, disinfected or FP'd.

 

If that were done then there would be no warning when you go to the OP's site ?

Sorry that I misread your original inquiry, Hugh.

 

Short answer is yes.

 

There is nothing wrong with Safe Web. If the infected file were removed or FP'd, thirtiethcentury and all other subdomains on free-online.co.uk would be rated safe.

 

However, it would be beneficial to let Safe Web determine the proper procedure for handling free-online.co.uk so that each subdomain can be rated independently and avoid any issues going forward.

 

 

 

 

Thanks Phil and Hugh.

 

I certainly intend to move my website to a different hosting service and get a second level domain which is unshared to prevent this happening again.

 

However, this will take me some time to do, and in the meantime my business is suffering very badly and may not last long enough to enable me to move the site (this is a small business, but established 16 years!).

 

My ISP who maintain free-online.co.uk advise me that the malacious code in the infected file(s) on www.elaineharvey.free-online.co.uk has been removed, although I have no way of checking this. My ISP has also applied for free-online.co.uk to be re-evaluated. If the virus has been removed, would the NSW ratings change automatically? My understanding is that this doesn't happen and the rating change is dependant on the outcome of my submission to have my site re-evaluated. If so, my problem is that the time this is taking is harming my business, possibly irreperably.

 

Of course, if my site can be evaluated separately and not be part of the generic rating for all sites within free-online.co.uk, then that would appear to solve my problem (at least in the short term).

 

I hope the team within Norton Safe Web can assist with this.

 

 

Thanks for the additional information.

 

I understand your situation.  Hang in there for the Safe Web team - they're very good at getting these issues resolved.

 

Best Wishes!

Hi

Thanks for reporting this issue. We will be partitioning ‘free-online.co.uk’ for granular rating, so that members pages[sub-domains] will have separate rating & ownership. As a temprory  solution we have changed the rating of free-online.co.uk to green till rules are in place.


Cops

Thanks Cops for this post, and the temporary (and eventual) longer term solution. This comes as a great relief.

 

Thank you Phil for your time and understanding.

 

Being part of this user group has been a very positive experience!