Submit a file to Symantec Security Response
In most cases, you do not have to send an infected file to Symantec. 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 Symantec 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 20MB.
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You may upload a maximum of 9 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 Upload a suspected infected file (Retail) page, enter all the required details.
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In the Submission Type drop-down menu select .
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Click button.
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Select the file, and click .
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Under Symptoms, enter a short description of the problem.
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Type the displayed security characters in the answer field.
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Click , to send the file to Symantec Security Response.
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 20MB.
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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 9 files.
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Open the web submission page.
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In the Upload a suspected infected file (Retail) page, enter all the required details.
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In the Submission Type drop-down menu select .
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Enter the .
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Under Symptoms, enter a short description of the problem.
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Type the displayed security characters in the answer field.
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Click , to send the file to Symantec Security Response.
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 100MB.
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The hash provided, should be of only a single file. Containers such as ZIP or RAR are not supported.
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Open the web submission page.
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In the Upload a suspected infected file (Retail) page, enter all the required details.
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In the Submission Type drop-down menu select .
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Enter the .
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Under Symptoms, enter a short description of the problem.
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Type the displayed security characters in the answer field.
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Click , to send the file to Symantec Security Response.
Phishing websites imitate legitimate websites to obtain personal or financial information. Use this form to report Phishing to Symantec Security Response.
For Emails which prompt for credentials rather than download a file, submit the suspicious URL to Report Suspected Phishing Sites.
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Open the Report Suspected Phishing Sites page.
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Enter the link (URL) of the suspected phishing website.
Click to add more than one URL.
Please provide a fully formatted URL (beginning with "http://", "https://", or "ftp://").
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Review legal terms and conditions and select I accept radio button.
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Type the displayed security characters in the answer field.
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Click , to send the file to Symantec Security Response.
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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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From the Show drop-down menu, select .
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In the Security History window, click .
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Click , and then select the file that you want to add to Quarantine.
In the Description box, type a description of the file.
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Click .
The file appears in the Quarantine window.
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When you see the message, "Successfully added file to Quarantine," click .
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In the Quarantine file list, click the file that you added.
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In the right pane, under Recommended Action, click .
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In the Threat Detected window, click .
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When you see the message, "The item has been submitted and will be automatically sent to Symantec," click .
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In the Security History window, click .
Read Norton AntiSpam compatibility with Microsoft Outlook and Windows Mail application to check if your email client is compatible with Norton AntiSpam.
If your email client is not compatible, then submit the email manually. To analyze a missed spam message, Symantec must receive the original spam message:
To submit a false negative, send the sample spam messages as an email attachment to spamsample@symantec.com.
If your email client is compatible, then submit the email using Norton AntiSpam.
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Open the mail client.
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On the menu bar, click .
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Select the email and in the Norton AntiSpam toolbar, click .
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Select and click .
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In the Norton AntiSpam window, click to add the sender to the blocked list.
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DOCID: kb20090602171902EN
Operating System: Windows
Last modified: 06/03/2019