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Kudos0

"Action Required"

Norton scaned my thunderbird email.  The files are compressed so when it tries to fix an issue it quarantines the whole directory.  So I look at the data and find the e-mail causing the issue and delete it. (totally! clear junk and trash files).  When I do an new scan it shows it to be clean.

Later the pop up screen comes up again " ACTION REQUIRED  Threats detected"  then a list of the threat (always the same).  I press close and then Yes on the next screen.  At this point the screen goes away but will pop up any time.  Some time 2-3 times a day to 6 or more.  How do I get rid of this screen?  All scans so no issues.

Thanks for the help.

File Attachment: 
Labels: Virus

Replies

Kudos0

Re: "Action Required"

Hi and Welcome to the forum!!!

This is a re-occurring issue over the years.  In the past, users would be directed to close Norton and manually remove some detection from the history database.  This is not an ideal situation in most cases so the best thing to do is contact Support directly ( CHAT - norton.com/chat  or other means listed in the support.norton.com web site ).

This is similar to finding a virus on a CD; Norton cannot remove the virus from the CD so it keeps asking for the User to do something.  You are safe (you have verified this with follow-up scans) so please let us know how it goes with Support.

Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: "Action Required"

In Thunderbird, deleted files are not physically removed until you compact the folders.  If you only deleted the message without compacting the folder, it may still be detected. Even emptying the Trash will not physically delete the message unless you compact.  What TB does when you delete something from the Inbox is to hide the item in the Inbox without actually moving it and create a copy of it in the Trash Folder.  Now you actually have two copies of the message on the hard drive.  You need to delete the message, empty the Trash, and then compact the folders.

In Thunderbird (and Mozilla Suite), a message that is moved or deleted from the Inbox actually remains in the "Inbox" file on your computer until you compact folders; it is merely hidden from the Inbox view in Thunderbird. For instance, if you download an infected message and Thunderbird's junk-mail filtering automatically moves it to the Junk folder, you now have two copies of that message in your mailbox files: one in the Junk file, and one in the Inbox file. Even if you delete the infected message and empty the Trash, it remains in your Inbox until you compact folders. This is important because your AV program, such as during a system scan, could detect a virus in one of these mailbox files and quarantine the file—even though the corresponding mail folder in Thunderbird "looks" like it is empty of suspicious e-mails. To avoid this you may want to configure your AV program to skip your Inbox and other mailbox files during system scans.

http://kb.mozillazine.org/Email_scanning_-_pros_and_cons

Kudos1 Stats

Re: "Action Required"

Hello

FYI --- Norton Chat

www.norton.com/contactcs

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.2.47 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: "Action Required"

@floplot - Thanks for the correction / update to lead to Chat.  

Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: "Action Required"

Yep got that.  Been using it for years and understand how TBird works.  I did delete and compact each directory including the trash and Junk.  Thanks for the response

Kudos0

Re: "Action Required"

Chat was not helpful.  He just believed my system was still infected and had me run NPEaser.  Didn't find anything.  I think he just wanted to get off the line from me.  His only other answer was to go in remote and poke around.  (not allowed here).  So if I get no other answers I will let the subscription run out and do a full un-install.  Thanks for the help.

Kudos2 Stats

Re: "Action Required"

Support would not fix this?  Sorry to have sent you on needless errand but the following will fix the issue however it is not recommended for the "faint of heart".  You may want to back up the email database first since the first step may delete the email database.  (Also, Support may have wanted to do this but as you can see, they would have to have Remote Access to your system.)

THE FIX:
QBackup folder (Quarantine Backup) is used by Norton AntiVirus component to store backup recoveries of repaired and removed threats when you fix/remove threats during the scan. It may also contain information about threats detected and retains the remediated data in your computer itself. It will be automatically recreated by Norton program when you run scan next time.

So to FIX this problem. Just open Norton history; Go to "unresolved security risk"; Press "Remove*" on the item that failed to be removed; wait for the "failed to remove" status message. This will update the "*.qbi" file which have the history of the unresolved items. Next go to Norton settings, go to "Quick Controls" and disable the Norton Product Tamper Protection. Then open your windows explorer and go to
"C:\Program Data\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\Norton product\QBackup"
and erase your most recently created (updated, newly) "*.QBI" file. The asteric it a long number as "{DDAB4332-ED04-4898-9C20-D231FDC4B0C5}.qbi" and this will be a small file 1-10 KB. Only deleted this file and no others. Close Windows explorer, go to Norton settings and reactivate the Norton Product Tamper Protection under Quick Controls. Then you can look in the HISTORY logs and you will find the entry has been removed.

Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: "Action Required"

Wow. never used History like that.  I just went into history and clear entries for unresolved security risks.  I will see if this will not take care of the issue before I attempt the other items.  

I hope it works. Just too simple if it does.

Thank you for the quick response.

Kudos0

Re: "Action Required"

Simple answers work the best.  Clearing the history worked fine.  One thing i can say about norton support they are persistent they tried many times to get a hold of me while we were shut down over the holidays.  

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