Symantec Developer Group

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  • 1.  Urgent! how to track the status of false positive

    Posted May 16, 2012 01:57 AM
    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!


  • 2.  RE: Urgent! how to track the status of false positive

    Broadcom Employee
    Posted May 16, 2012 02:09 AM

    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.



  • 3.  RE: Urgent! how to track the status of false positive

    Posted May 16, 2012 09:38 AM

    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/

     

     



  • 4.  RE: Urgent! how to track the status of false positive

    Posted May 16, 2012 10:16 AM

    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/
     



  • 5.  RE: Urgent! how to track the status of false positive

    Posted May 16, 2012 10:34 AM

    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.



  • 6.  RE: Urgent! how to track the status of false positive
    Best Answer

    Posted May 16, 2012 10:39 AM

    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



  • 7.  RE: Urgent! how to track the status of false positive

    Posted May 16, 2012 11:05 AM

    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.
     



  • 8.  RE: Urgent! how to track the status of false positive

    Posted May 16, 2012 11:14 AM

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



  • 9.  RE: Urgent! how to track the status of false positive

    Posted May 16, 2012 12:02 PM

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

     

    Thank you very much!



  • 10.  RE: Urgent! how to track the status of false positive

    Posted May 24, 2012 10:57 AM

    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