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Urgent! how to track the status of false positive

Created: 15 May 2012 • Updated: 16 May 2012 | 9 comments
This issue has been solved. See solution.

Hi, I am releasing a program , however it was killed by Norton Sonar, I submitted a false positive on 5/8/2012, The incident number for submission is: 2777406
How do I track the status of the incident? It's very urgent! We are releasing the product this month!

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pete_4u2002's picture

you need to log a support ticket and follow up with engineer on the status and i do not think thats the valid tracking number.

Thomas K's picture

That number fails to bring up a case. Open a case as Pete stated, and/or post the issue in the Norton Community.

http://community.norton.com/norton/

 

 

quark's picture

This is crazy!

see below e-mail confirmation I received!

"

This is an automated message. Please, do not reply to this email.

We would like to inform you that your submission has been received successfully by Symantec Security Response and a tracking number has been created for it.

The incident number for your submission is: 2777406

--------------------------------------------------------

Detection occured: DOWNLOAD

Usign product: NIS2012

Type of detection: UNKNOWN"

I also posted on norton forum twice, but I just couldn't locate my posting!  Do I have to pay to symantec or norton to be able to take care of the false positive?

Anyway, I am going to submit  a false_positive again and see what happens.

https://submit.symantec.com/false_positive/
 

Thomas K's picture

I do not have access to Norton Submissions, that may be why your incident number comes up invalid.

I am engaging the Security Response folks to see if they can help. Give me some time and I will get back to you.

BTW, this forum is for Enterprise Product support.

Thomas K's picture

I just checked, and the file reputation has been changed to low (Good). You should have, or will be receiving an email from support.

 

 Feel free to reach out to me anytime if you have questions or issues.

 

Best,

Thomas

SOLUTION
quark's picture

Hi , to make sure, I just re-submitted a new false positive report.

The confirmation e-mail I received is

"

This is an automated message. Please, do not reply to this email.

We would like to inform you that your submission has been received successfully by Symantec Security Response and a tracking number has been created for it.

The incident number for your submission is: 2786782

--------------------------------------------------------

Detection occured: INSTALL

Usign product: NIS2010

Type of detection: SONAR

"

Thanks.
 

Thomas K's picture

Did you ever receive an email from the first submission? If not, check your spam folder.

quark's picture

I found the e-mail response for the first submission yesterday!  I am going to apply for the while list.

 

Thank you very much!

quark's picture

Hi, we made a tiny change to the program before release, somehow Sonar kill my program again!

 

I just re-submitted a new false positve.

The incident number for your submission is: 2797389

Thx.

 

John