Norton Security still quarantining file over one week since submitted to Nortons and found clean

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Aaron2222

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#207581 3-Jan-2017 23:15

It's been over a week since I submitted the ASUS Aura utility for their led covered graphics cards to Nortons after it was found by my installation to be malicious (WS.Reputation.1, so they think it might be malicious). I received a reply later stating they found it to be clean and had white listed. Fast forward a couple of weeks and it is still found by Nortons every time I download it. Any ideas as to what's going on (or suggestions to alternate products that actually whitelist files that are submitted and found clean)?

gzt

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#1698118 3-Jan-2017 23:22

Every time you download Norton or Aura?

Aaron2222

219 posts

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+1 received by user: 108

#1698119 3-Jan-2017 23:25

gzt: Every time you download Norton or Aura?

Aura. Running Norton Security, so that always quarantines the file.

gzt

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#1698124 3-Jan-2017 23:36

~~Why you would need to download it regularly? Is it updated frequently?~~

Edit: I get it now you are still trying to install it..

Either way, you should be able to add it to your own whitelist:

https://www.lifewire.com/exclude-files-from-norton-antivirus-scans-153348

Alternatively consider turning off the whitelist reputation feature entirely.

It's an additional level of security but it won't be suitable for everyone.

Aaron2222

219 posts

Master Geek
+1 received by user: 108

#1698126 3-Jan-2017 23:41

gzt: ~~Why you would need to download it regularly? Is it updated frequently?~~

Edit: I get it now you are still trying to install it..

Either way, you should be able to add it to your own whitelist:

https://www.lifewire.com/exclude-files-from-norton-antivirus-scans-153348

Alternatively consider turning off the whitelist reputation feature entirely.

It's an additional level of security but it won't be suitable for everyone.

I know I can whitelist it. I just think it's strange that Nortons said they whitelisted it but it is still detected. I'd rather not whitelist it manually (just paranoid). It's not a big deal, but strange nonetheless.

gzt

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#1698175 4-Jan-2017 08:35

There are some other possible reasons

- maybe product requires manual trigger of the update to get whitelist
- maybe whitelist is monthly
- the file failed some kind of internal review after approval
- the file has changed since approval

I can understand your reasoning, I'd suggest another call if it does not resolve. There is probably a simple reason.

Aaron2222

219 posts

Master Geek
+1 received by user: 108

#1698339 4-Jan-2017 13:52

gzt: There are some other possible reasons

- maybe product requires manual trigger of the update to get whitelist Nope. I regularly run LiveUpdate manually
- maybe whitelist is monthly Email said it should work after one day
- the file failed some kind of internal review after approval Norton support advised me to resubmit the file, reply to that said file was not being detected as of then
- the file has changed since approval SHA of file I download and is detected matches SHA that email said Nortons whitelisted

I can understand your reasoning, I'd suggest another call if it does not resolve. There is probably a simple reason.