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Virus Submission Report

  • 1.  Virus Submission Report

    Posted May 01, 2010 06:55 AM
    How much time does it take finish processing a virus submission by user.I've submitted a file with Tracking ID-#15525188, how much time will SYMC employees take to process my request


  • 2.  RE: Virus Submission Report

    Posted May 02, 2010 08:08 PM

    It all depends on your support contract. What is your level of service?


  • 3.  RE: Virus Submission Report

    Posted May 03, 2010 12:55 AM
    Is it Basic, Gold or Platinum. I will check the tracking id and get back to you.


  • 4.  RE: Virus Submission Report

    Posted May 03, 2010 05:36 AM
    Hi Prakhar,

    The indications that I see show that Symantec is currently detecting that sample as Trojan.Gen.  This is a general/generic detection, but the info in this write-up still may help:  http://www.symantec.com/business/security_response/writeup.jsp?docid=2010-022501-5526-99 

    Thanks and best regards,

    Mick


  • 5.  RE: Virus Submission Report

    Posted May 03, 2010 09:59 AM
    I checked your submission number, it looks like you submitted this as retail. To get a timely response you need to submit as Basic, Gold, or Platinum. Retail is used for the consumer products (Norton AntiVirus, Norton Internet Security and Norton SystemWorks).


    Best,
    Thomas


  • 6.  RE: Virus Submission Report

    Posted May 22, 2010 06:18 AM

    About 20-days have passed and their is no response from Symantec via Email... angry


  • 7.  RE: Virus Submission Report

    Posted May 22, 2010 06:14 PM

    Retail users only get an automated response when the file is submitted.


  • 8.  RE: Virus Submission Report

    Posted May 23, 2010 12:22 AM
    how i can submit as gold,basic,platinum or via my SEP 11 RU6 unmanaged client.


  • 9.  RE: Virus Submission Report

    Posted May 23, 2010 01:53 AM
    It depends on your paid level of support. What level are you paying for?


  • 10.  RE: Virus Submission Report

    Posted Jul 20, 2010 10:43 AM
    That doesn't make any sense. We submit a virus to Symantec so they can update their definitions and turnaround time is based on your level of support? I just had this problem where we had a machine infected with a virus and it took FOUR DAYS for virus definitions to be updated. They say it's because we only have Basic support. My problem with this isn't that I want more support than we pay for, it's because Symantec believes that a four day turnaround on a virus submission is acceptable because they want more money. I don't need updated virus detection so I can clean this computer. I'm going to reload it regardless. What I need is for our computers to be protected from viruses in the future. If a virus protection product can't get definitions updated to detect a virus that is in the wild in less than four days, how can it be relied upon for security?


  • 11.  RE: Virus Submission Report

    Posted Jul 20, 2010 11:38 PM

    Hi Matt,

    It is simply like going to a hospital.
    If you have private medical cover against just the normal public cover, unfortunately the level of urgency / treatment might vary [and that's a real life and death situation sometimes ]

    For your incident, when you talk to the Support engineer explain your situation ie. telling them how many is infected and how many is in your environment.

    The Support agent then can raise a "business case" with their team lead and prioritise accordingly.

    And then our virus analyst managers will look at our global sensors and see how widespread the malfile you have in your system. They can then balance it out with the other virus submissions we have [and we have a few thousands of them daily too unfortunately ]







  • 12.  RE: Virus Submission Report

    Posted Jul 21, 2010 09:02 AM
    You're missing the point. All Symantec customers, not just us but all customers are not protected from this new virus because we're not paying for Platinum support.


  • 13.  RE: Virus Submission Report

    Posted Jul 21, 2010 12:55 PM

    I have just submitted a couple of virus/malware/spyware programs and have basic support.  Luckily I was able to cleam my machine manually, but still decided on a full reinstall to be safe

    However, if I was a business customer and paying for Gold support.  I would be extremely annoyed if I found a pc to be infected with a virus which symantec have known about for 4+ days and had done nothing about as the person who reported it was a personal user or a Basic support user.

    Surely we pay to be protected from these threats.  If symantec are taking such a long time to update the definitions, then how the hell can we be protected.

    The files I submitted are well known files which have been around for a long time, yet symantec doesn't see them as a threat.

    Never had this problem with my last AV vendor.



  • 14.  RE: Virus Submission Report

    Posted Aug 10, 2010 03:02 AM
    Symantec people are hungry for money and nothing else.


  • 15.  RE: Virus Submission Report

    Posted Jan 23, 2011 11:25 PM

    Hello

    i have a virus

    oraolauski.exe

    please made remover or update remove...

    thanks



  • 16.  RE: Virus Submission Report

    Posted Jan 24, 2011 04:22 AM

    Please do not attach suspected virus files to the forum! 

     

    Here are the correct procedures for submitting samples to Security Response: How to submit a file to the Security Response website (http://www.symantec.com/docs/TECH134967

     

    Only files that are submitted via that method will be examined.

     

    Thanks and best regards,

     

    Mick



  • 17.  RE: Virus Submission Report

    Posted Jan 24, 2011 09:48 AM

    I deleted the file you attached. If you cannot submit the file to Secuity Response please submit to ThreatExpert for analysis. Never post a virus on a public site for others to download.

     

    http://www.threatexpert.com/submit.aspx