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Kudos1 Stats

NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

I installed the trial version of Norton Security on my Windows 7 system and ran a full scan. I'm a web designer and the scan has deleted so many important template/web files such as jpg, png txt, php, css WHICH ARE NOT IN QUARANTINE TO RESTORE! THESE ARE LABELLED AS MEDIUM SECURITY RISK. HOW DO I RESTORE THESE FILES? THERE IS 8 PAGES OF THESE DELETED FILES AND 1 PAGE OF QUARANTINED FILES

Labels: Quarantine

Replies

Kudos1 Stats

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

Hi, I've notified Symantec, and hopefully one of the Admins will contact you.

Windows 10 Home X 64
Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

I am waiting response! Do not tell me I have to use recovery software to find these small files!

Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

As a web designer (which my wife is) you should have all your files backed up externally. If you click on more options you should be able to restore and exclude those entries found. If they were all in the same folder then you can exclude that folder from being scanner in the future. 

Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

PatsSoxBruins

The user had many pages of DELETED files. These cannot be restored with the Norton history or quarantine. The quarantined files can be recovered.

If the user does not have a backup, then recovery software is what will be needed.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

WHY WOULD A SECURITY SOFTWARE PERMANENTLY REMOVE FILES SUCH AS JPG, PNG, TXT AS VIRUS/MALWARE WITHOUT THE OPTION TO RESTORE IT? SO EVERYONE WHO USES THIS SOFTWARE WHO DOESN'T HAVE A BACKUP OF THEIR FILES ARE OUT OF LUCK? THAT SEEMS LIKE THE RESPONSE I THINK I'M GETTING FROM NORTON

Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

They are not permanently gone. Did you try clicking on more options. I have never had any problem with Norton and restoring files. GTA.................What if your hard drive fails and your pc is unbootable? All your files will be gone. Keeping things backed up is something everyone must do. 

Kudos4 Stats

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

It's certainly a strange and frustrating situation, I'm sorry. I want to know more about this situation so our team can look into the cause and find out what has happened.

  • Which version of Norton Security did you install? Main Product > Help > About. The latest version is 22.8.1
  • Where did you get the trialware? From the Norton.com site, or somewhere else?
  • You mention that you ran a "full scan". Just to clarify, you ran a "Full System Scan"? Or a custom scan on a specific drive?​
  • Where were these files located? Was it an external hard drive?
  • For the quarantined files, are you able to restore them?

Any other details about the situation would be very helpful. Thanks for your help.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

Hi @GTAVape, if you're able to get us the version number of the product, that would be very helpful. Also, is it from an ISP or a bundled product? Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

I downloaded the trial software directly ("Norton Security with Backup") from norton.com just a few days ago (17th). The version number is 22.8.0.50. I did a full system scan. The files were in external drive (not where Windows is installed). I did not try to restore any files as it is pointless without the other files.

Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

Thanks for the quick reply, @GTAVape. How is the external drive connected to the system? You also mention in your initial post that you:

  1. Installed Norton Security 22.8.0.50 on your Windows 7 computer
  2. Ran Full System Scan

Is there a step in the middle there involving LiveUpdate definitions? And how did you initiate the scan? Was there an alert upon install that prompted you to run the Full Scan? I apologize for the questions; this helps us to determine what was done. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

Do you have an external USB hard drive? If so then never ever leave it plugged in 24/7. So Norton ran a scan on your external hard drive and not your Windows drive? Or did it scan both? Did you tell it to run a scan on your external drive?  It seems to me like you installed Norton but never updated it. The current version is  22.8.1.14. 

Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

OFF:

Default Antivirus settings in Norton can take care of update-related stuff.

But for Windows 8+ users, the Fast Startup will disturb the update result.

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

Norton does update itself but not immediately. Upon completion of installation Live Update needs to be manual ran until no more updates can be applied. Some updates require reboots also. Hence why the Norton version is not the newest one. 

Kudos0

Re: NORTON DELETED SO MANY IMPORTANT FILES I CAN'T RESTORE!

Hi @GTAVape,

I have sent you a private message requesting more information. Could you check you inbox when you get a chance? Thanks.

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation

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