Issue: Norton Security Suite blocking edits in Win Photo Gallery (Win Vista 32 bit)

Issue: Norton Security Suite blocking edits in Win Photo Gallery (Win Vista 32 bit) - unresolved by Norton support tech

Norton Security Suite is blocking a ""heuristic virus"" which in the most recent incident is labeled as file "a&j\appdata\local\temp\~pi193a.tmp" and in 23 instances over 3 days was referenced by Norton as "~pi(individual number).tmp (bloodhound.Exploit.13) .

Despite working with a Norton tech via live chat and remote desktop, the same error is occuring where Norton is blocking me from saving edits in my Windows Photo Gallery.

All of these blocking actions happen while I am attempting to edit/save a photo in Windows Picture Gallery.

Prior to May 3rd I was able to use Picture Gallery without issue. Since working with the Norton tech I succeeded in saving two edits, then BLAM! Norton pops up a notice that Auto-Protect blocked a heuristic virus. As before I contacted Norton, when I try to save an edit (or delete a photo) in Windows Picture Gallery, the Gallery shows a message that "changes cannot be saved..." so the normal automatic save of an edit or deletion in Windows Picture Gallery is prohibited from working.

Yes, I have checked all the administrative options for each file and photo. There is no property issue here.

I went on live chat with a Norton tech last night and he asked permission to connect remotely. I watched as he checked EVERYTHING and I gave permission to remove 3 programs (which I had used prior without issue): one was a shortcut to tinypic.com; the other some Vista codecs; and the third a program to view RAW files.

While Norton's tech worked remotely, he downloaded Norton Eraser and did additional cleaning, checking, etc. and when it showed the computer was free of virus, he rebooted the computer and asked me to test editing in Windows Photo Gallery.

I succeeded in editing 2 photos and then reverted on one photo and Windows Photo Gallery automatically saved these edits. The Norton tech signed off and at that point I was no longer logged onto the internet. I continued to view my latest photos and then edited one...and yes, Norton announces that it blocked a virus on my computer and I am no longer able to save any changes to my photo in Windows Picture Gallery.

Norton's definition of the heuristic virus is pointing to an action that "appears" in my temp file while editing in Windows Picture Gallery. The Norton definition of this bloodhound.Exploit.13 heuristic virus must be improperly written as it is blocking what should be a safe and normal process within my computer. When the most recent incident occured, I had just completed a thorough internal check of my computer by a Norton tech and after rebooting, I used Windows Picture Gallery without logging onto the internet. Therefore, Norton told me that I had no issues, then after a few edits, decides I have an issue...but where did it come from if the computer was verified clean by Norton and I had not logged onto the internet???

There are similar complaints on other computer forums currently, but no solutions. The typical response is the suggestion that the computer owner needs to change his/her administrative options for the picture or file.

That "obvious" solution is moot.

When I told the Norton tech that I saw other complaints online, his reply was that every computer and programs within are different, so it can't be compared to my situation. Too general an answer for me.

Since Norton verified (via Security Suite, Norton Eraser and the Norton support tech) that my computer is ""virus free"" and I did not download or log onto the internet to introduce my computer to a virus...how is it that this same heuristic virus (bloodhound.Exploit.13) is in my computer? This is not logical and this leads me to believe that Norton is incorrectly reading my perfectly normal editing activity as a threat and blocking me from using my program.

I depend partly on my photography work to make my living, and I have been using Windows Photo Gallery to organize and make first edits. I then use Adobe Photoshop for additional photo processes. Most of my clients will view their photos on the web and in Photo Gallery so I really need to keep using this program. I have three other jobs with about 2000 photos to edit and view so I really need to solve this problem now.

I don't know enough about Norton to determine if I can change the settings myself to stop Norton from blocking the .tmp actions.

Any suggestions or help would be greatly appreciated.

 

Re: Issue: Norton Security Suite blocking edits in Win Photo Gallery (Win Vista 32 bi

One possible workaround that springs to mind is to turn off Norton's scanning on saving/writing files when you're using that photo editor, just allow it to scan on opening/reading. Make sure you turn it back on when you're back to browsing the 'net.

Have you tried using another editor (Paint, for example) to see if the symptoms are the same?

 

Re: Issue: Norton Security Suite blocking edits in Win Photo Gallery (Win Vista 32 bi

Thanks for the quick reply and suggestion. I was using Photoshop at the same time as Win Photo Gallery, but the issue only occured at a point where Photo Gallery should automatically save the edit or deletion.

After posting to this forum, I opened my email and saw an email from Norton which provided a link to Live Chat to reconnect should I still be experiencing the same problem that I reported the night before. I give Norton credit for being considerate enough to send this standardized email with the link...not all software companies do this.

I used the link and pasted part of my forum post into the chat. The first tech moved me to a Norton Comcast (Security Suite software) specialist. He at first wanted to do the same thing as the tech the night before. I asked if we could just prevent Norton from reacting to an action in the "temp" file as that is the directory from which each "bloodline.Exploit.13" issue appeared.

He connected remotely. After briefly checking a few things, he did this (via the Norton Settings option):
SOLUTION:** He ADDED in ""REALTIME EXCLUSION"": ""c:\users\a&j\appData\local\temp"" (this is the directory location of each reported heuristic virus blocked by Norton during my editing sessions in Win Photo Gallery).
He also checked “”include subfolders”” beneath the "Realtime Exclusion" window.

I then opened Photo Gallery, made edits and they saved. After he signed off, I reverted some of the changes and did other editing...so far, it is working fine.

Regarding future risk, I don't forsee anything by removing my temp files from Norton's scan. Anything downloaded should be scanned first, and I use 1 camera and 1 reader with my sdxc card and the reader is also scanned.

Although my work was disrupted by the issue, I am satisfied with Norton's Live Chat tech support, their efficiency, manners, communication skills and response time.

I am posting this solution to help others should they experience a similar problem. Now back to editing photos!

Again, thank you, satrow for considering my dilemma and offering support.

 

Re: Issue: Norton Security Suite blocking edits in Win Photo Gallery (Win Vista 32 bi

That reads like it's a more dangerous workaround than mine! Anything you 'open' from the Internet, rather than 'save' ends up in there.

 

Re: Issue: Norton Security Suite blocking edits in Win Photo Gallery (Win Vista 32 bi

Thank you for mentioning the difference in "opening" versus "saving" from the internet.

I will give this a lot of thought, and may have to adapt your approach rather than the solution given me by Norton support tech today (honestly, this was my suggestion initially because I need to produce some work very quickly and the issue was preventing me from doing this. He did not seem to have an immediate diagnosis and I knew that the first Norton support tech did all the regular checking/cleaning/etc.)

However, I did ask the Norton support tech if this would cause me other security issues and he answered that it would not. Until we went to remote control, I was copying and saving both sides of our conversation. Once the Norton tech had remote control, I tried to copy and save the conversation from that window, but I could not do so. I've learned to do this so that I may review our communication later in case I misunderstand or misinterpret directions. I do not believe I am misinterpreting the fact that the Norton tech support said I should not be exposed to additional risk.

Generally, I save downloads to my desktop and then elect to run or open them. If I am using "safe" internet surfing, and scanning emails and downloads, what other "open" situations would I come across that could be dangerous?

I have one additional thougt I'd like to run by you: since "excluding" the temp directory is risky...what if we took the opposite approach and "included" Windows Photo Gallery? As I am not at all familiar with how Norton settings work, I need guidance here. Is it possible to tell Norton that you want all activity to occur within a specific program on your computer? Naturally, it would be better if Norton was designed to permit a valid program to work and not block activity from the program...but could I add this program so Norton has an additional command to permit Windows Photo Gallery to edit, delete and save?

Appreciate your input!

 

Re: Issue: Norton Security Suite blocking edits in Win Photo Gallery (Win Vista 32 bi

Hmm, so you're considering 'whitelisting' all activities by Photo Gallery instead? That should be fine but you have to bear in mind that jpegs can be adapted to carry a malicious payload. If the files (jpegs) have already been written to a folder where they're auto-scanned by Norton, that should be ok.

I'm really not sure what other files may be written there - it maybe that the choice of temp. directory could be set by an installer (legit or otherwise) for instance.

I'll try to get one of the Malware folks to take a look at this thread, they might have some info to add.

 

Re: Issue: Norton Security Suite blocking edits in Win Photo Gallery (Win Vista 32 bi

Thank you, satrow and chaslang for discussing this issue with me. I do agree that Norton should be responsible and fix their false detection problem. I will contact someone again at Norton regarding this error.

Currently I have to focus on photo editing and I decided to not edit anything in Photo Gallery today and do all my editing in Photoshop. I usually tag and do quick edits first in Photo Gallery, so this is slowing my productivity.

I will try to find out if Windows Photo Gallery will permit me to assign the temp folder. That is a good idea and it could buy me some immediate and valuable time. Now I have little faith that I will be able to get a resolution to this false detection problem from Norton, but I will put in some effort to communicate with Norton.

Any Major Geek here know a Norton specialist who cares about the company's reputation?! Please point him/her to my postings, if you do!!

Again, thank you.

 

Re: Issue: Norton Security Suite blocking edits in Win Photo Gallery (Win Vista 32 bi

@chaslang: Thanks for the input, much appreciated.

In the past I've had success with potentially dangerous security 'updates' by persistently contacting the makers and pointing out that their update and its consequences actually lowered my computer defenses; it took a few days and several contacts but eventually I was put in touch with a real Tech who tested my findings and got back to me within the hour. The following update fixed the false positive detections and I had a free subscription for a year.

An outcome like that would be small compensation for the time already wasted on this problem but it would save you the extra time involved in removing Norton and finding and learning a more user friendly set of security programs to replace it.

Good luck