Norton alerts that the downloaded file is not safe, and deletes it

This issue can happen if the file that you have downloaded is considered as unsafe due to its poor reputation. The Download Insight feature in Norton provides the reputation information of any executable file that you download from the Internet, and takes action based on its trust level. The reputation details indicate whether the downloaded file is safe to run on your computer.

By default, Download Insight lets you install any safe files. In case of an unsafe file, Download Insight informs you that Norton has detected the file as a threat and has removed it. For the files of unknown reputation levels, Download Insight prompts you to select an action that you want to perform on the file.

If you want to download a file that you know is safe, but Norton deletes it due to its poor reputation, temporarily turn off the Download Intelligence feature to allow the download. Make sure that the feature is turned back on after you download the file.

These steps are for the current version of Norton. If you have an older version or if you do not know your product version, go to Norton Update Center.

Turn off Download Intelligence

  1. Start Norton.

  2. Click Settings.

  3. In the Detailed Settings window, click Firewall.

  4. On the Intrusion and Browser Protection tab, next to Download Intelligence, move the slider to the right to turn Off the feature.

  5. In the Settings window, click Apply.

  6. In the Security Request dialog box, from the drop-down list, select the duration to turn off Download Insight for, and then click OK.

  7. Click OK.

If you are certain that the file is good, then you can exclude the files or folders from being scanned.

Exclude files or folders from scan

  1. Start Norton.

  2. Click Settings.

  3. In the Detailed Settings window, click Antivirus.

  4. On the Scan and Risks tab, next to Items to Exclude from Auto-Protect, SONAR and Download Intelligence Detection, click Configure [+].

  5. In the Real Time Exclusions window, click Add Files or Add Folders.

  6. In the Add Item window, browse for the file or folder, and click OK.

  7. Click Apply and OK.

If you are certain the file is not a threat, then you can submit the file as a false positive detection to Symantec. Before submitting a false positive, make sure that the Norton has the latest definition updates. Run LiveUpdate to install all the available updates for Norton. 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.

Report a Suspected Erroneous Detection (False Positive).

Thank you!

Thank you for using Norton Support.

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DOCID: v80629965_EndUserProfile_en_us
Operating System: Windows
Last modified: 09/15/2017