Unable to clear "Unresolved Security Risks"

Norton Security | Norton Internet Security
1

So NIS has found ‘something’. It can’t fix it and the and only offers the actions “Rescan” and “Help”.

It helpfully shows the details as “Restricted Item (permission required)” despite there being no other accounts on the machine (except Vista’s ‘hidden’ Administrator account) and my account which is an Administrator account.

I believe that the ‘risk’ was on a either removable drive that is no longer connected or a in folder that has now been excluded from scans and auto protect so there is, effectively, no longer any ‘risk’.

I am tired of the requester popping up every time I sit down at the computer.

How do I clear this alert?

Message Edited by seanys on 06-12-2009 06:39 PM

2

Hi

 

Use this

 

That as you have had other programs remove the infection(s) Norton has the threat in the "unresolved" list (security History) So when you restart the PC Norton notifes you that you have a threat, even though you have used another program to remove it.  The entry has to be removed from the Unresoved list, in the Security History. Norton still can think the threat is still there as you have not had Norton remove it, (empting the the unresoved list).

 

I found that out buy testing with a CD/DVD that had Malware on it, Norton detected it, I asked it to do nothing, so was placed in the unresolved list.  After a restart Norton notified me that I had a threat on the F:\ drive (DVD) even though the CD / DVD is no longer in the drive so nothing to detect. Empty drive,  had to remove from the Norton history for it to no longer Notify me.

  

Workaround

 

THE FIX:
It is not necesary to erase the complete Qbackup folder, neither you need to boot in safe mode also.QBackup folder (Quarantine Backup) is used by Norton AntiVirus component to store backup recoveries of repaired and removed threats when you fix/remove threats during the scan. It may also contain information about threats detected and retains the remediated data in your computer itself. It will be automatically recreated by Norton program when you run scan next time.
So to FIX this problem. Just open NIS2009 history,  GO to "unresolved security risk" Press "Remove*" the item failed to remove, wait for the "failed to remove" status, this will update the "*.qbi" file which have the history of the unresolved items. Then go to NIS2009 settings, go to "miscellaneous setting" and disable the Norton Product Tamper Protection under Miscellanious Settings. Then open your windows explorer and go to
  "C:\Documents and Settings\All Users\Application Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\Norton\QBackup"
and erase your most recently (updated, newly)  "*.QBI" file. The asteric it a long number as "{DDAB4332-ED04-4898-9C20-D231FDC4B0C5}.qbi" it will be a small file 1-10 KB. Only deleted this file. Close Windows explorer, go to NIS2009 reactived the  Norton Product Tamper Protection under Miscellanious Settings and you can enter to the HISTORY and you will find it is empty (clear).
Hope this will help to not erase the hole (complete) "Qbackup folder".
BEST REGARDS (SALU2 PARA LA RAZA)
TUFE (aka JC.WILCOX or SABROSO)

 

 

 

Quads 

 
3

Thanks Quads.

FYI, in Vista the folder location is:

C:\ProgramData\Norton.… …\Norton\QBackup

Message Edited by seanys on 06-14-2009 12:31 AM

4

Thanks to Tufe and Quads, my problem is solved as well.

 

A month (or possibly several months ago, when I was still using NAV2007) I had inserted a VCD into the drive, and on the VCD is a VCDPlayer program set to autorun, but it's infected with W32.Pinfi. 

 

NAV2007 caught it right away, and prevented the VCD from auto-running. I played it with VLC, no problem. But somehow it went into unresolved threat queue. The VCD has since been nuked (I made a copy of it, without that player program).

 

In June 2009, I installed NIS2009. And somehow the unresolved threat list migrated over. So every time I have a full scan, I get that unresolved threat. 

 

I just spent TWO HOURS in online chat with Norton Tech Support this afternoon. The first guy, upon hearing the word W32.Pinfi, immediatley forwarded me to "Virus and Spyware Removal Department", and I got a regular case ID as well as a priority ID. 

 

The V&SRD guy will NOT believe me that my computer itself is unaffected (and uninfected). I told him MULTIPLE TIMES that every scan, quick or full, came back clean, ever since install of NIS2009 in June 1, 2009. I gave him the whole history of this problem. He simply kept pushing that technician remote scan. I asked him how can NIS2009 itself cannot find the virus, he ignored my question, and kept droning that a technician remote scan will solve all of my issues and problems. 

 

I flat out asked him "How can I purge the unresolved threat list?"  And he went back to that sales pitch again. 

 

Finally, I asked him how much, and was absolutely flabbergasted when the reply was $99.

 

You see, I got my 3-license NIS2009 FREE after $50 rebate. And I've so far only used ONE license. So asking me to pay $99 for a 'scan' on a computer that doesn't even have a virus, just to prove to Norton that the program has problems, is simply out of the question. I ended the chat session 30 seconds later, absolutely exasperated with Norton Tech Support. 

 

And I can see that I am NOT the only one who has experienced this problem. There are MULTIPLE TOPICS on this very issue, and the solution posted above,  original by Tufe, and reposted by Quad, did solve my problem (I also found the original post by Tufe last December). 

 

So, Symantec / Norton, you guys need to do two things:

 

1) Solve this problem in NIS. Clearly, your program should NOT flag a risk on a removable drive without a way to purge it. Either offer up an IGNORE button, and file the risk under "ignore risks" with optional purge command, or simply be SMARTER about the device's capabilities. After all, why offer to "remove" a virus from a file on a CD? Just warn the user, and offer to eject, but don't force the user.

 

2) Stop the heavy-handed sales pitch. I thought the 2nd guy I was talking to was a 2nd level tech. Turns out he's even MORE clueless than the first tech I talk to. All he can do is recite the standard sales pitch and he's rather pushy about it. If he can't help me, he should just say so. Clearly neither actually tried to understand my problem, as the solution was in their forum all along. 

 

I have been using Symantec/ Norton products for a VERY long time. In fact, I wrote some of the programs that print those yellow labels that go on the bottom of retail boxes. I like Symantec products, but if this is the current state of tech support, I am worried about Symantec's future.

 

--KC