Endpoint Protection

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  • 1.  Where to report False positives?

    Posted Dec 31, 2010 12:53 PM

    I am a software developer and Norton Internet Security File Insight is falsely reporting an issue as below. Where do I go to have this corrected? The file in question is NOT infected with a virus (checked with 3 different packages).

     

     

     

     

    On computers as of:

    12/29/2010 at 11:59:51 PM

    Last Used:

    12/31/2010 at 12:22:36 AM

    Startup Item:

    No

    Launched:

    No

    ____________________________

    ____________________________

    Very Few Users

    Fewer than 5 users in the Norton Community have used this file.

    ____________________________

    Medium

    This file risk is medium.

    ____________________________

    Threat Details

    Threat type: Insight Network Threat. There are many indications that this file is untrustworthy and therefore not safe

    ____________________________

    Origin

    Downloaded from  URL Not Available



  • 2.  RE: Where to report False positives?

    Posted Dec 31, 2010 01:14 PM

    Submit the files to

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



  • 3.  RE: Where to report False positives?

    Posted Jan 01, 2011 06:18 PM

    And call the support or open the case via mysuppurt.symantec.com as if you upload the file only, you will receive the message that it is alreade detected :-)

    You can open a case via mysupport and PM me your case number as well as your upload tracking number and I will check it for you.



  • 4.  RE: Where to report False positives?

    Posted Jan 03, 2011 06:42 AM

    Hi Chris,

     

    I agree with 100% Pawel, above.  Here's a document with some additional info on how Symantec processes these FP reports: Best Practice when Symantec Endpoint Protection or Symantec AntiVirus is Detecting a File that is Believed to be Safe (http://www.symantec.com/docs/TECH98360)  

     

    The message you have posted is from Norton's Reputation database.  Have you been able to scan your files with SEP or SAV (Symantec's enterprise products)?  Are the files detected by SAV and SEP?  The Norton forums may be the place for future questions about Norton (consumer) products.  http://community.norton.com/

     

    Thanks and best reards,

     

    Mick



  • 5.  RE: Where to report False positives?

    Posted Jan 03, 2011 09:24 AM

    Hi,

    The link from prachad is good. https://submit.symantec.com/false_positive/

    Im not sure which country you are located  so I cannot provide the direct #. Here are the phone numbers I got. Kindly browse;D hehe

     

     

    CONSUMER DEPARTMENT (Europe, Middle East, Africa)

     

    Country

     

    Opening hours

    Austria  

    +43 (0)1 501 375 020

    9 A.M. - 5 P.M.  

    Belgium  

    +32 (0)2 7131700

    9 A.M. - 5 P.M.  

    Denmark  

    +45 35 445700

    9 A.M. - 5 P.M.  

    Finland  

    +358 (0)9 22 930410

    10 A.M. - 6 P.M.  

    France  

    +33  (0)1 73 01 84 85

    9 A.M. - 5 P.M.  

    French Canada  

    +1 800 561 0820

    8 A.M. - 12 P.M. (Mo, Tu, Th, Fr)

     

     

    8 A.M. - 11:30 A.M. (We)  

    Germany  

    +49 (0)69 6641 0300

    9 A.M. - 5 P.M.  

    Greece  

    0-0800 4414 4299 

    9 A.M. - 5 P.M.  

    Ireland  

    +353 (0)1 601 1906

    24x7  

    Israel  

    1 80 945 0644  

    9 A.M. - 5 P.M.  

    Italy  

    +39 02 4827 0000

    9 A.M. - 5 P.M.  

    Luxembourg  

    +352 29 84 79 50 20

    9 A.M. - 5 P.M.  

    Norway  

    +47 23053300

    9 A.M. - 5 P.M.  

    Poland  

    0800 702005  

    9 A.M. - 5 P.M.  

    Russia  

    +8 810 800 21221044

    10 A.M. - 6 P.M.  

    Saudi Arabia

    800 8440742 (in English)

    24x7

       

    800 8440742 (in Arabic) 

    9 A.M. - 5 P.M.  

    South Africa  

    +27 (0)11 797 6666

    24x7  

    Spain  

    +34 91 529 9400

    12 P.M. - 8 P.M.  

    Sweden  

    +46 (0)8 7039615

    9 A.M. - 5 P.M.  

    Switzerland  

    +41 (0)44 2126262

    9 A.M. - 5 P.M.  

    The Netherlands  

    +31 (0)20 5040 565

    9 A.M. - 5 P.M.  

    Turkey  

    0 800 3192 2433  

    9 A.M. - 5 P.M.  

    United Arab Emirates

    800 04414047 (in English)

    24x7

      

    800 04414047 (in Arabic) 

    10 A.M. - 6 P.M.  

    United Kingdom

    +44 (0)20 7616 5600

    24x7  

    CONSUMER DEPARTMENT (Asia pacific Japan)

     

     

    Australia

    1 800 680 026

    Available 9am - 9pm daily (local time)

    *free telephone support hotline

     

    Cambodia

    +65 6822 8034

     

    China

    800 830 1153 *

     

    Hong Kong

    852 2598 1234 *

     

    India

    1 800 102 4235 or 1 800 425 4235

    Japan

    3 5642-2682

     

    Korea

    2 1566 0144

     

    Laos

    +65 6822 8035

     

    Malaysia

    91 1800 880 455

     

    New Zealand

    64 0800 174 089

     

    Philippines

    1 800 1601 2026

     

    Singapore

    65 1800 720 7898

     

    Taiwan

    886 0080 185 5873 *

     

    Thailand

    1 800 441 7077

     

    Vietnam

    +65 6822 8037

     

    CONSUMER DEPARTMENT US

     

    United States

    1 800 695 0678 or 1 800 745 6061

    24x7