Submit a file to NortonLifeLock
In most cases, you do not have to send an infected file to NortonLifeLock. You only need to send an infected file for one of these reasons:
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Norton finds the same infected files again and again each time the computer is scanned.
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A NortonLifeLock technician asks that you submit the file.
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You have located suspicious file in your computer and the file is not detected with the latest virus definitions.
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You received an email prompting you to download a file from a suspicious URL.
Depending on your situation, do one of the following:
Guidelines for file submission:
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Uploads may be a maximum size of 90MB.
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You may upload a maximum of 6 files in each submission by placing the sample files within a ZIP or RAR archive.
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Uploads must not be password protected.
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Open the web submission page.
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In the How will you provide us with this? drop-down, select .
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Click button and select a file for upload.
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Enter a short description of the problem.
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Click , to send the file to NortonLifeLock.
Guidelines for URL submissions:
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The URLs must start with http:// or https:// or ftp://
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The URLs must return a file in response.
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The file returned from the URL may be a maximum size of 90MB.
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If a container file (ZIP or RAR) is returned from the URL, it should not be password protected and may contain a maximum of 6 files.
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Open the web submission page.
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In the How will you provide us with this? drop-down, select .
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Enter the direct download URL.
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Enter a short description of the problem.
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Click , to send the URL to NortonLifeLock.
Guidelines for hash submissions:
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The hash provided, should be in the MD5 or SHA256 format only.
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File may be a maximum size of 90MB.
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The file must exist on Virustotal
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Open the web submission page.
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In the How will you provide us with this? drop-down, select .
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Enter the hash value.
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Enter a short description of the problem.
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Click , to send the URL to NortonLifeLock.
Phishing websites imitate legitimate websites to obtain personal or financial information. Use this form to report Phishing to NortonLifeLock.
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Open the URL submission form.
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Enter the link (URL) of the suspected phishing website.
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Click .
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In the Which classification should this URL have? drop-down, select .
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Enter a short description of the problem.
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Click , to send the file to NortonLifeLock.
Use the below steps if you want to submit a file that you believe is falsely detected.
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Open the web submission page.
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Select the situation when the detection occurs.
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Select the version of Norton product.
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In the How will you provide us with this? drop-down, select the option of your choice of submitting the file.
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Enter the Name of the software being detected (optional).
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Enter the Name of detection that is given by NortonLifeLock product (optional).
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Click , to send the file to NortonLifeLock.
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Start Norton.
If you see the My Norton window, next to Device Security, click .
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In the main window, double-click , and then click .
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In the Security History window, in the Quarantine view, select the item that you want to submit to NortonLifeLock.
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In the Details pane, click .
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In the Threat Detected window, click .
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In the dialog box that appears, click .
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DOCID: kb20090602171902EN
Operating System: Windows
Last modified: 05/08/2020