Knowledge Base support case for Likno Web Modal Windows Builder, abstracted and stripped of all user’s private info.


Initial Email From: Eric
Initial Email Subject: Norton removes setup file Modal Window Builder
Support Case Month: May 2012

Hello,

I tried to download the latest version of the setup file for Modal Windows Builder (246.8) but Norton 360 removes the file immediately. It states that it is infected with WS.Reputation.1

Please advise.

Regards, Eric


Reply From: Likno Customer Support

Dear Eric,

First of all, we assure you that our products are clean and have no viruses or other malicious code. We carefully check each distribution with several antivirus products before uploading.

This means that Norton generates a “false-positive”. Can you please send us a screenshot of the error you receive so that we can forward it to Norton and have them correct this?

Thank you in advance for helping us resolving this issue.

PS: As it usually takes at least 3 working days for Norton to create such issues (yes they’ve done it in the past), if you are in a hurry you can temporary turn it off while installing Modal Windows.

Regards,
Kostas
Likno Customer Support
www.likno.com
Create any type of javascript menu (CSS menu, drop-down menu, sliding menu), button, html tree, modal window, tooltip, accordion, tab, scroller, jQuery slider) or design for your websites!


Reply From: Eric

Hello Kostas,

I'm sure it's a false positive, but somehow Norton finds code in the setup file that also indicates a virus. This means that I cannot install the latest update. Maybe a new build solves this problem?!?!

This is a screenshot of the error. After this, the setup file is removed by Norton.

Norton removes modal window setup file

Regards,

Eric


Reply From: Likno Customer Support

Dear Eric,

This is a known bug of “Sonar”. There are hundreds of posts online regarding this issue, as any new release is subject to being tagged as “low reputation”.

You can read some helpful information about this from Symantec’s point of view:

http://community.norton.com/t5/Norton-Internet-Security-Norton/Clarification-on-WS-Reputation-1-detection/td-p/232155

The solution is to turn off Norton and specifically “Sonar” until you finish the installation.

We have also contacted Symantec with the screenshot you sent and we expect this to be corrected in their next definitions update.

Regards,
Kostas
Likno Customer Support
www.likno.com
Create any type of javascript menu (CSS menu, drop-down menu, sliding menu), button, html tree, modal window, tooltip, accordion, tab, scroller, jQuery slider) or design for your websites!