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norton internet security problem

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tdm, User (Posts: 2)

Dec 16, 2016 5:58:44 am EST

hello,
norton internet security is telling me that the latest version (6.5.0.8) of both "Agent" and "Portable Viewer" are not trustworthy (have bad reputation).

thanks for help

Conrad, Support (Posts: 3074)

Dec 16, 2016 8:50:12 am EST

Hello,

Thank you for reporting this. We have already contacted Norton regarding this issue. Hopefully, they will take the necessary measures and remove the false positive asap.

P A, User (Posts: 7)

Jan 08, 2017 8:39:55 am EST

Support level: Free or trial

Hi

I'm getting the same issue. Has any progress been made in resolving the issue?

Thanks

PA

Conrad, Support (Posts: 3074)

Jan 08, 2017 11:38:57 am EST

Hello PA,

Back in December we received a response from Symantec, see below. They said they removed the detection but it could be that it is back again. We will check that out. Thank you for letting us know.

In relation to submission 12613.

Upon further analysis and investigation we have verified your submission and, as such, the detection(s) for the following file(s) will be removed from our products:

File name: agent.exe
MD5: 6e8f173ac4686a122b2a599821f63d8d
SHA256: e41f8f603ef2292f8f9b18c40ae167243f4180fa835bbf67c3d533348d2e7e32
Note: Whitelisting may take up to 24 hours to take effect via Live Update

P A, User (Posts: 7)

Jan 08, 2017 12:49:03 pm EST

Support level: Free or trial

Hi Conrad

Thank-you for your quick response.

The error is occurring as I am unzipping the file. Norton comes in,to check the file and then deletes it - so I do not even get a chance to run it. The Host app. install unzips and installs just fine.

PA

Conrad, Support (Posts: 3074)

Jan 09, 2017 2:46:59 pm EST

Hi PA,

By zip file you mean this one, the main "package" on the download page, correct? This is in fact just Viewer and Host zipped in a single file for convenience. You can as well download them separately below on the page.

Anyway, we'll take a look and contact Symantec regarding this issue.

P A, User (Posts: 7)

Jan 10, 2017 6:41:19 pm EST

Support level: Free or trial

Hi Conrad

Apologies for tje delay.

Yep it's the ZIP file. I unzipped and ran viewer6.5.msi

P A, User (Posts: 7)

Jan 16, 2017 1:22:29 pm EST

Support level: Free or trial

Hi

Has there been any update on this?

PA

Conrad, Support (Posts: 3074)

Jan 17, 2017 3:39:52 pm EST

Hello PA,

Here is a message from our "antivirus specialist" whose task is to deal with these detections and contact a/v companies:

Symantec replied back and informed me that the issue has been resolved. Can you confirm with the users?

tdm, User (Posts: 2)

Jan 18, 2017 3:42:29 am EST

Support level: Free or trial

hello,
now "agent.exe" is "trusted" and "rutview.exe" (portable viewer) has good reputation.

thanks for help Conrad.

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