I know this is a question that has been asked before (many times I'm sure), but I have searched the web and this boards's threads and don't find a distinct answer.
I am using Windows 7 Enterprise x64 and Norton AV 2011 18.1.0.37
Norton File Insight has taken a file on my main partition and determined that it has Trojan.ADH and so has resolved this threat by blocking it. It is only in the history and is not in quarantine. Yes, it's a high level threat, but the fact is ...
But !! I do not want this file blocked. I trust this file 100% absolutely and need to recover this file
HOW can I restore this file? I need it and fully trust it 100%
I know this is a question that has been asked before (many times I'm sure), but I have searched the web and this boards's threads and don't find a distinct answer.
I am using Windows 7 Enterprise x64 and Norton AV 2011 18.1.0.37
Norton File Insight has taken a file on my main partition and determined that it has Trojan.ADH and so has resolved this threat by blocking it. It is only in the history and is not in quarantine. Yes, it's a high level threat, but the fact is ...
But !! I do not want this file blocked. I trust this file 100% absolutely and need to recover this file
HOW can I restore this file? I need it and fully trust it 100%
The problem is that it sounds as though it is blocked by Norton Tamper prevention, which means only that it has been blocked by Norton from accessing Norton files. This does not mean that it is blocked from running.
If it is in resolved threats or quarantine, it would have been removed from the system. This is why it is important to know what part of history the notation is in. When you click on history, the menu bar at the top reads "recent history." If you click on that, a drop down menu will let you look at more sections of Norton, and then we will have a better idea of what to tell you, when we know what part blocked it.
If you go to that entry in Download Insight and highlight it, click on More Details, does the popup offer any other options to trust the file? If not, you will need to add the file to scan exclusions for Sonar, Auto-protect, and scan, and then re-download the application. If you are convinced that the file is safe, you can also turn off Insight before the download, and after adding the file to the exclusions.
Yeah, there are no options to do anything - restore, trust, nothign at all.
But the question is -- where is the file ? It isn't in quarantine of course, so what happened to it? Did Norton simply delete it from my computer entirely?
Have a look again at the entry in resolved threats. Once you highlight the entry, and click more details, there should be a screen with some tabs at the top. One might be locate this file. If you click it, it should take you to the file. Copy it to a thumb drive, so you can save it, and then add the file to scan and sonar and insight exclusions. Another option is to manually quarantine it, by right clicking it and choosing quarantine. From there you will be able to restore it and tell Norton to ignore it.
Was this file removed when you tried to initially install the application or did it install correctly and then the program itself got removed when you tried to RUN it?
Do you recall exactly what kind of pop-up you got from Norton at the time this happened?
If you were able to install in the program without incident and you saved the downloaded file somewhere, then that file should still be around where you can reinstall the program.
If the attempt to install itself resulted in the file being removed and it truly was a HIGH risk detection, then the downloaded file itself would have likely removed it from the system entirely.
A HIGH risk Sonar detection would result in the file being removed outright with no method of restoration.
Can you not download the program again if it is indeed completely gone from the system?
If you can then you can follow Delphinium's instructions to configure NIS to ignore this program in scan and auto-protect exclusions and you may need to temporarily disable Download Intelligence in Web Settings and also auto-protect.
Is there no way at all to restore these files? I find this very frustrating, as I was moving a great deal of files from one drive to another, and quite a few that I know and trust got caught in the transfer. I could maybe understand permanent deletion on signature-detected threats, but I do not see the logic behind permanently deleting files that SONAR flags as high risk–it’s heuristics after all! I like Norton and all, but it’s way over-reactive to “trojan” threats. This kind of thing is why my exceptions lists are a good 25 entries long apiece. So yeah, no way at all to get these back? Otherwise I’m going to have to resort to some hardcore file recovery…unless Norton overwrote the disk where they were, in which case I REALLY don’t understand your logic.