Submit a file to Norton

In most cases, you do not have to send an infected file to Norton. You only need to send an infected file for one of these reasons:

  • Your Norton product finds the same infected files again and again each time the computer is scanned.

  • A Norton Support agent asks that you submit the file.

  • You have located suspicious file in your computer and the file is not detected with the latest virus definitions.

  • You received an email prompting you to download a file from a suspicious URL.

Depending on your situation, do one of the following:

Submit a file

Guidelines for file submission:

  • Uploads may be a maximum size of 90MB.

  • You may upload a maximum of 6 files in each submission by placing the sample files within a ZIP or RAR archive.

  • Uploads must not be password protected.

  1. Open the web submission page.

  2. In the How will you provide us with this? drop-down, select Upload a file.

  3. Click Choose File button and select a file for upload.

  4. Enter a short description of the problem.

  5. Click Submit, to send the file to Norton.

Submit a URL (file download)

Guidelines for URL submissions:

  • The URLs must start with http:// or https:// or ftp://

  • The URLs must return a file in response.

  • The file returned from the URL may be a maximum size of 90MB.

  • 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.

  1. Open the web submission page.

  2. In the How will you provide us with this? drop-down, select Provide direct download URL.

  3. Enter the direct download URL.

  4. Enter a short description of the problem.

  5. Click Submit, to send the URL to Norton.

Submit a Hash

Guidelines for hash submissions:

  • The hash provided, should be in the MD5 or SHA256 format only.

  • File may be a maximum size of 90MB.

  • The file must exist on Virustotal

  1. Open the web submission page.

  2. In the How will you provide us with this? drop-down, select Provide file hash.

  3. Enter the hash value.

  4. Enter a short description of the problem.

  5. Click Submit, to send the URL to Norton.

Report Suspected Phishing Sites

Phishing websites imitate legitimate websites to obtain personal or financial information. Use this form to report Phishing to Norton.

  1. Open the URL submission form.

  2. Enter the link (URL) of the suspected phishing website.

  3. Click Submit.

  4. In the Which classification should this URL have? drop-down, select Phishing.

  5. Enter a short description of the problem.

  6. Click Submit, to send the file to Norton.

Report False Positive

Use the below steps if you want to submit a file that you believe is falsely detected.

  1. Open the web submission page.

  2. Select the situation when the detection occurs.

  3. Select the version of Norton product.

  4. In the How will you provide us with this? drop-down, select the option of your choice of submitting the file.

  5. Enter the Name of the software being detected (optional).

  6. Enter the Name of detection that is given by Norton product (optional).

  7. Click Submit, to send the file to Norton.

Submit a suspected file from Norton product

  1. Open your Norton device security product.

    If you see the My Norton window, next to Device Security, click Open.

  2. In the main window, double-click Security, and then click History.

  3. In the Security History window, in the Quarantine view, select the item that you want to submit to Norton.

  4. In the Details pane, click Options.

  5. In the Threat Detected window, click Submit to NortonLifeLock.

  6. In the dialog box that appears, click OK.

Submit a spam or scam email

You can report a spam or scam email that you receive to Norton. For more information, read Report a spam or scam email to Norton.

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DOCID: kb20090602171902EN
Operating System: Windows
Last modified: 03/30/2022