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Respond to incorrect Norton alerts that a file is infected or a program or website is suspicious

A false positive occurs when Norton incorrectly alerts that a file is infected, or a program or website is suspicious. Common indicators of a false positive are:

  • Norton detects a threat in a file that you believe is unlikely to be infected (for example, files with extensions such as, *.txt, *.dbf, *.log, *.hlp).

  • Norton alerts that a file or program developed and created by you or a legitimate company is suspicious, or is a threat

  • Norton indicates that a legitimate website is malicious

  • Norton blocks downloading a file as suspicious

How to report a false positive?

  • Before submitting a false positive, make sure that Norton has the latest definition updates. Run LiveUpdate to install all the available updates for Norton and then run a Full system scan.

    If the false positive still occurs with the latest definitions, report it to Symantec. The link to submit a false positive differs based on the exact detection, or the alert you receive.

    To know more, see Report a Suspected Erroneous Detection (False Positive) to Symantec.

Many Norton users have shared their solution for this problem on our community forum. See solutions from users about Norton incorrectly alerting that a file is infected on Norton Community.

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DOCID: kb20100222230832EN_EndUserProfile_en_us
Operating System: Windows
Last modified: 07/26/2018