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How to remove items that are quarantined?

Discussion in 'Malware Help - MG (A Specialist Will Reply)' started by tracyb, May 11, 2008.

  1. tracyb

    tracyb Private E-2

    I'm running Norton 360 on a new machine under Vista home premium.
    It seems to have quarantined a virus called backdoor.trojan.
    I went through symantec's website steps and it looks like there is no remnants anywhere in the registry or anything.

    The backdoor.trojan is showing up in Norton's quarantine screen. Where in the file structure is the quarantine files and is it possible to permanently delete anything in there.
    I don't like the idea of it just sitting there on my computer.
  2. chaslang

    chaslang MajorGeeks Admin - Master Malware Expert Staff Member

    Welcome to Major Geeks!

    None of the malware helpers actually use Norton 360 so I'm not sure what the exact answer is. I would have to believe that it is documented within the programs menu to explain this and may even find it by right clicking or double click on an icon in the tray.

    Older versions of Norton had it documented as below. Perhaps this may be of use:


    If none of this helps, let me know and I will get some one to answer you here that is part of the Norton Authorized Support Team.
  3. tracyb

    tracyb Private E-2

    The older versions of NAV seem to be vastly different.

    I have read through all the support material, and there is nothing that points to a way to actually delete the file out of quarantine. It just seems to sit there.
    It tells you how to restore the file, but not how to permanently delete it. I don't want it sitting there on my computer for life. ya know?

    I've read the support files on my computer for 360 and online at symantec....nothing
    I have always stayed away from Norton as it was very resource sucking on my older computers, but with the new computer and Vista, I couldn't find a decent backup program that was compatible and I was familiar enough with to know was safe so I just caved. Now I am having second thoughts that I just wasted my money with symantec like the good ol' days.
  4. chaslang

    chaslang MajorGeeks Admin - Master Malware Expert Staff Member

    I have asked our Norton representitive to address your question.
  5. tracyb

    tracyb Private E-2

    thank you
  6. chaslang

    chaslang MajorGeeks Admin - Master Malware Expert Staff Member

    Just to keep you updated. Michael York (the Norton Rep) as acknowledge my message and will respond as soon as he can.
  7. Michael York

    Michael York Norton Authorized Support Team

    Hi Tracy,

    This is Mike from the Norton Authorized Support Team responding to your post.

    You mention that you followed the instructions on the Symantec site, but did you actually run one of our removal tools for the "backdoor trojan," and if so, which tool?

    The Quarantined files do not pose any risk to your system and do not take up a lot of space.

    Please follow the instructions below to download and run the Norton Scanner, which should remove the Quarantined files. Make sure that no other applications are open after you download the file.

    1. Create a new folder on your desktop and name it "Norton Scanner."

    2. Using Internet Explorer, click on the link below to access the Norton Scanner. Choose "Save File" and save it to the Norton scanner folder on your Desktop.

    Norton Scanner

    3. Double-click on the "Norton Security Scan" file and save the extracted files to the folder you created on your desktop.

    4. When all of the files have be decompressed, double-click on the file "NSS" to launch the Norton Security Scanner.

    5. Read and accept the License agreement.

    6. Choose "Full System Scan" and then select "Start Scan." The scanner will then download the updated definition files and will scan all of the files on your computer. Please NOTE, depending on how many files are on your system, the scan may take a while. When the scan is complete, click on the "Action Required" tab and follow the instructions.

    Please try this process and let me know if it removed the quarantined files, as well as the name of the infections that were found.

    Thank you,
    Last edited: May 13, 2008
  8. tracyb

    tracyb Private E-2

    Thanks, I will give it a try.

    There wasn't a tool to remove the infection, there were just steps to check the registry and a couple of .ini files for remnants of the trojan file.

    I know with them being quarantined they don't pose a threat or take much room, I just didn't like the idea of not having access to do so as well as not seeing where the infection was picked up at. 360 doesn't seem to have a full path to the infection source listed within the program.
  9. chaslang

    chaslang MajorGeeks Admin - Master Malware Expert Staff Member

    Did you manage to get your quarantine emptied?

    Not good! This drives malware fighters crazy. Our attitude is if you are going to report something, you must report the exact and full path information whether it is for files or registry keys.
  10. tracyb

    tracyb Private E-2

    yes the removal tool worked.

    I am still not happy that Norton chooses not to show where the trojan was removed from or where it quarantined it to, but it seems to have removed it. And although it seemed to do that, not knowing where the infection was in the first place did not sit well and even though, I just shelled out the doe to purchase 360, I removed it from my system, and am running PCTools AntiVirus and Firewall (free versions) as it seems I have more control.

    I just need to fins a decent backup application in lieu of 360 now. I should have known better. I never did like Norton with Win98 and XP, don't know why I thought to use it for Vista. sigh I got it mostly for the backup feature. I haven't found other back apps that play with vista that I am familiar with.

    Thanks for all the help though.
  11. chaslang

    chaslang MajorGeeks Admin - Master Malware Expert Staff Member

    Michael York has told me that they are working on fixing the problem with the Quarantine folder.

    He may have additional comments to add to this thread about the reason why a proper log is not created of where the malware issues are found. Perhaps they have a way to get this inforamtion.

    You should post a question in the Software Forum about backup programs.
  12. Michael York

    Michael York Norton Authorized Support Team

    Hi Tracy,

    I apologize for the frustration you have experienced regarding the Quarantine folder in Norton 360. I would like to thank you for your feedback about this issue, and for the benefit of our software engineers, I would also recommend that you post your issue on the Norton Protection Blog at http://community.norton.com/norton/blog?blog.id=npb1 . Do know that this forum is still in its beta form, so do not be surprised if the layout changes or if the format is somewhat different from other forums you may have encountered.

    Thanks again,

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