Ws.reputation.1 - info for developer?

Hi,

 

I'm a developer.  Customers trying to download our files are claiming that their Norton product is deleting files due to ws.reputation.1.  Some of our products have alot of audio/video content so are very large (10 GB and up).  Customers are contacting us upset because they spent a long time downloading files, and find out they are removed from their computer.

 

I'm not familiar with Norton products myself, but I doubt that their files are removed completely, they're probably just quarantined and they don't know how to get them back.

 

So I have four questions:

 

1.  Could someone please verify that Norton does NOT automatically delete files because of ws.reputation.1?

 

2.  Which Norton products have this feature (I think it's called Insight).

 

3.  Can someone point me to a web page that has specific steps for my customers about what they should do for the various Norton products if they want to (1) get the files out of quarantine, or (2) disable Insight all together.

 

4.  What would Symantec recommend that I do as a developer if I want to avoid this problem for new files that I develop.  We very frequently release new and updated installers, and we have ALOT of installers that people can download from alot of different urls.