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Kudos0

Norton Safe Search Safe Web And False Flags Of Domains

Without Prejudice:

I have been a Norton customer for a long time but now I am very disappointed in them and their so called customer service that is outsourced and their lack of concern regarding resolving issues in a timely manner if at all.

I've been registered with Safe Web since 2011 and never really had a problem until now. I do search strings on my website from time to time and was I shocked to see my website domain flagged by Norton with a red box and red x and considered unsafe and malicious. A popup even suggests for people not to visit my website. My site has zero threats. When you click on the full report it redirects to Safe Web and then the status is OK. The problem is Norton Safe Search and nobody is doing anything about it.

I have spent easily over 4 hours trying to resolve this issue and all I get is below par customer service that is outsourced and get told that the case is escalated but yet no direct contact for me to the correct department regarding this screw up of Norton's. This has affected my business and I am not pleased at all. I have had to get a new domain name and will have to redesign my website all over again. That domain that Norton has maligned is an aged domain of 8 years and I cannot replace that.

Norton seems to not care nor take any responsiblity for this nor are they in any hurry to fix things.

I have also submitted a BBB complaint regarding this since this is a serious issue for Norton's false flag to ruin my business reputation and have the gall to suggest to the public that they don't visit my website even though there are 0 threats on it.

I sent an email to site owner help en via Safe Web with a screenshot showing what I am talking about and they did nothing and didn't even reply to my email at all.

I then spent several sessions with online customer support and all I get is excuses and half the time I don't even believe these reps even know what is going on.

After I was lied to by one of the customer reps about a supervisor calling me back within 30 minutes which they did not and still I haven't received a call back I actually called customer service on the phone and still this issue is not resolved.

I even submitted a report online to Norton regarding a false positive on my website two days in a row and nothing was done about it. I finally received an email response from them on July 14th at 12:38am and it basically looks like a form letter and they claimed they were unable to reproduce the results and were not going to check into it any further. They totally ignored my explanation and have no clue what they are doing.

I replied to this email stating that they are wrong and attached 5 updated screenshots of the problem proving that there is a problem and sent it to them on July 14th at 3:00am and have not heard back from them regarding this and the issue is still not fixed.

I went on online chat again and am just told the same excuses over and over again. They have escalated it and they keep referring to their team. Well, the issue is still not fixed and my domain is now useless to me. I don't trust Norton anymore and they need to take full responsibility for this but it seems to me that this issue will never be fixed and my business reputation connected to that domain is ruined.

I have switched hosting company's and am updating my site and re-loading it and I don't have time for this kind of garbage. Because I'll have to use my new domain that means I have a lot more work since all links and references need to be changed to the new domain. Not to mention that my name and branding has been ruined also.

I have been considering uploading a notice to all customers and prospective customers on my domain explaining what has happened because of Norton and their false flagging of my domain and proving it with screenshots and then informing them that I had to get a new domain name and will be starting my website all over again from zero. I shouldn't have to do this but I feel that Norton has left me no other alternative. I will not allow Norton to hold my domain name hostage like this and to ruin my reputation online.

Replies

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Yes it is.

The screen shots show the false flag and the report with the OK.

It still hasn't been fixed.

I've already had to purchase a new domain and am in the process of redoing everything.

There are limited pages now on the domain in question since I transferred to a new hosting company and am in the process of uploading but after the false flag it is pointless to do so on this domain.

The site had over 1000 products on it and was last scanned on June 27th.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Submitting a website to Norton Safe Web
https://support.norton.com/current/solutions/kb20090410134005

Safe Web Help Site Owners
https://safeweb.norton.com/help/site_owners

We'll try to raise attention to your concerns.

@floplot

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Thank you for your reply.

I have this site already registered with Norton Safe Web and the ownership has been verified. I am not able to request a re-evaluation on the dispute tab since the site is rated as OK and safe in Norton Safe Web. But, the problem is in Norton Safe Search results.

I also sent an email to site_owner_help_en@symantec.com on July 12th with a screenshot of the Norton Safe Search results and never heard back from them at all.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Hi @custom clocks,

Thank you for reporting this issue.

I've passed it on to the Safe Search team.

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Hello Mohan

Thanks for notifying custom clocks.

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: Norton Safe Search Safe Web And False Flags Of Domains

I notice this search is on ask.com. I know them because they install junky annoying (and historically insecure) toolbars / software.

I would recommend you avoid using ask.com to search. I also note that ask.com search apparently pays to be in Norton (and for some reason Norton approves of this...)

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Thank you for your reply.

The problem isn't Ask.com but Norton. I thought also that Ask.com had something to do with it since their name appears in the address bar so I contacted them regarding this. A person from Ask.com got back to me the next day stating when I use Norton I agree to their results. I said I never agreed to having my website falsely flagged by Norton. I said I had screenshots proving what I am saying is true. He replied wanting to see them so I sent them in my reply. Then his tune changed after he saw the screenshots. He stated that Norton is 100 percent responsible for this and that they only provide the results of the listings as in the search index.

I usually use Google as my default browser. I never use Ask.com. The problem is that Norton Safe Search is default in Chrome and this potentially hurts my business with the false flag. I've already bought a new domain and am updating the site and certainly will not be uploading it to this domain with the false flag. There would be no point.

I've done the search just on Ask.com to show that they don't flag anything at all.

I've done the search on Google and show that the site is checked by both webroot and safe web.

However, when the search is done via Norton Safe Search the site is flagged with a red box and red x with a popup if you hover that states it is a threat even though you can clearly see it states 0 threats.

Norton has not done anything to fix this at all. I sent an email directly to Safe Web regarding this on July 12th and have yet to receive a reply from them. I submitted online a total of three times regarding the false positive on my site. I received one canned response/form letter stating they could not reproduce the result and based on what I received they didn't even read and/or understand what I was referring to. It seems they thought it was a phish website and not a false flag. I replied to this canned response stating they are wrong and that it needs to be fixed and attached screenshots proving the problem and I never received a response to this email. I've been on their online support chat a total of nine times and it still has not been fixed.

I've made a complaint to the BBB which has been accepted and have yet to get a reply from Norton.

I am not pleased at all with this. The problem is with Norton and their Safe Search extension and it needs to be fixed.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

I tried to reply to your comment and I get this:

Your comment has been queued for review by site administrators and will be published after approval.

That says a lot.

Also when I tried to upload the screenshots it wouldn't accept the png like previously.

Now it only accepts pdf, etc.

Well, I saved the png's as pdf's and I uploaded them.

Then when I try to post the reply it states it is for review?

I've done nothing wrong but speak the truth about what has happened to me and my site via the false flagging.

This speaks volumes and will be noted.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

These are the attachments. I will see if they upload this time.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Without Prejudice:

Okay so the last comment and screenshots uploaded. I have no idea why the other one was for review.

I've wasted enough time on this without a resolution.

The bottom line is that it is Norton and its Safe Search that is the problem. It is not Ask.com or anyone else that I know of.

Norton has had ample time to fix this and it is not fixed.

A complaint to the BBB has been made regarding this.

Norton has terrible customer service.

I've done my research and they have done this to other people and the BBB complaints reflect this.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Norton Safe Search is Norton’s secure search engine that helps protect users from visiting phishing and other risky sites that may appear in search results. It uses Norton’s Safe Web technology, along with the Ask.com search engine, to rate websites according to their safety. Norton Safe Search is included in Norton’s security products offered online or in retail. You can also use it by visiting www.safesearch.ask.com 
When enabled, the Norton Safe Search Unsafe Site Filtering feature removes unsafe non-paid search results. This feature does not provide a security rating for paid search results (sponsored links) nor does it filter out potentially unsafe sponsored links from the search results. For sponsored links, the Norton toolbar will allow you to view the security rating for such site. 
Disclaimers:
1 Norton Safe Search does not provide a security rating for paid search results (sponsored links) nor does it filter out potentially unsafe sponsored links from the search results

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Okay, I don't understand the meaning of your post.

Just in case you are thinking the search result that is flagged is a phish website that is not the case.

That listing has not been updated because SSL was installed lately on my domain. I also have a different hosting company and server and the old listing in Safe Web shows the dhtml menu which I am no longer using. Also I have uploaded an htaccess file to the server and if you enter the website as an http it will redirect to the https site.

Like I said I don't know if you are trying to say the web search result is a phish website based on the http instead of the https but if that is the case then that is not true.

Other than that all I know is that this is still not fixed and I don't think it will be fixed.

If it ever is fixed I will make a post here saying so but I don't hold out much hope for any resolution.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

custom clocks: Okay, I don't understand the meaning of your post.

Trying to agree with you.  
Trying to share info re Safe Search vs Safe Web.


Posted: 17-Jul-2017 | 7:11AMPermalink

Hi @custom clocks,

Thank you for reporting this issue.

I've passed it on to the Safe Search team.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Okay, then. Thank you for your post.

I wasn't sure exactly what you meant. Things can be taken many ways and if there are more than 50 ways to take something then I will figure that out.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

The only place I see complaining about your site is ask.com. It seems clean everywhere else.

Per your attached PNGs: your site appears on the ask search (after a mountain of ads) and they say it's bad and say check Norton. Checking norton says it's fine, your site owner review request says it got a "green ok".

The only thing you are missing is some extra SSL validation (which is hard to get, and not really that important).


Off topic: PNGs can only be included inline, not attached, unless somehow you attach them anyway like in your first post.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Sorry. Accidentally deleted comment.

Do you think your site has been flagged for only having a DV SSL certificate?

Per the Norton website:

Only conduct transactions and provide sensitive data to sites that have OV or EV certificates. There’s a time and place for DV certificates, but that doesn’t include using them for e-commerce sites. If you drop a URL into the Norton tool and the tool reports that the site has a DV certificate, rethink conducting any type of transaction via that site. If it’s an OV or EV certificate site, you know that the business information has been confirmed.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Thank you for your comment. I'd like to see a screenshot of what you speak of. Because when I did the search in Ask.com no warning came up and when you click on the website link it goes directly to the website.

But when you use Norton Safe Search the website is flagged and when you click on the website link it does not go directly to the website but a popup warning appears instead. And on this popup it states:

Computer Threats:None

Identity Threats:None

Annoyance Factors:None

Also the popup basically tells you not to visit the site. And this is coming from Norton and not Ask.com.

Warning: You have attempted to access a web site that is potentially harmful or malicious. It is recommended that you do NOT visit this web site.

Like I said I would like to see a screenshot of what you are saying because that has not been my experience.

The mountain of ads are Google Ads. If I put one up there because of the search string I would appear up there also but no point paying for that when I have good search placement organically.

I don't need extra SSL validation. It is not worth it for me to pay for this and the only difference is that what I have verifies domain ownership and the extra verifies the business attached to such. All you have to do is to do a whois search on the domain and all the information is right there as to who the registrant is for the domain name. I do not have any online submission forms and I do not use a domain based email and I don't ask for any personal and/or financial information on my site so I don't need to pay for the extra validation. The basic SSL is sufficient.

Thank you for your response.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Thank you for your post. No, I do not believe having a domain validated SSL certificate is the reason for the false flag.

This site was evaluated before I had the ssl. The search result still shows the old domain which is http

When you view the report the little screenshot they took shows the website on the old server with the dhtml menu. I now have it on a new server and the dhtml menu has been replaced. Actually the website is being updated and uploaded to a new domain since this one has been basically ruined by Norton Safe Search falsely flagging it.

Yes, my site is an ecommerce site but I don't ask for any personal information and there are no online form submissions. My email address is connected to an ISP and not a domain web based one so no security risk there. Also the shopping cart is via Paypal and they are encrypted. In fact if I chose to use a Merchant Provider I believe they require an ssl secured shopping cart for obvious reasons. All purchases are secure via Paypal and I am Paypal verified and have had this small business for a long time. Anyone can check the match of the business with the domain name by doing a whois search. As per ICANN all the information is there. In fact I have been receiving some annoying spam emails related to the new domain I purchased from outsourced web developers because this information is publicly visible. And if a person was really suspicious they could do a business search via the local municipality to verify a business's existence since I have a business license to operate.

The problem is not caused by me and what I do and don't have. The problem is the Norton Safe Search extenstion.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

You wanted me to post an example? I recreated one of yours because you cut off part of the text:Because you see that big green OK, you think everything is fine and that may be true when using Norton Safe Web along with other search engines; however, does it guarantee your approval with Norton Safe Search? Based on this Safe Web Report, nearly identical to the example you used indicating that everything was fine, the report clearly states that things don't meet Norton's approval with regards to Ecommerce Safety Information.


How about this report for a site that passes Norton Safe Search and was located in the same search results as your website?You see the difference? While it gives the generic certificate message, it also notes that Transaction Protection is certified giving it a green OK under Ecommerce Safety Information. I'm guessing this is due to the sites increased SSL certification.

One passed Norton Safe Search and one failed Norton Safe Search. Why?

So again my question is simple and may be the only one you should be asking Norton and has absolutely nothing to do with your opinions on SSL certifications:

Does Norton Safe Search require approved Ecommerce Safety Information for acceptable site safety on Ecommerce websites?

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

That other website has a different business model than I do. They don't have anything that you can purchase. You have to submit a request for a custom made order. I didn't see any page with products that you could actually buy.

And like I said before but you ignored the fact that my products are purchased via Paypal which is totally secure. I do not host any shopping cart php or whatever on my site. All products have individually scripted Paypal buttons. And I am also verified by Paypal so Paypal has proof of my business.

I didn't fail Norton Safe Search. It is Norton Safe Search that has failed. Maybe you should go back and look at the screenshots again. Does it make sense to have my domain with a red box and flagged and when you hover over it you get a red popup box that states 0 Threats???

What is the difference with the SSL??? Well this other website that you quoted does not have their business verified. The only difference is that they have their certificate with Amazon. So perhaps they are using Amazon as their merchant provider. I also do business on Amazon but I don't need Amazon as a merchant provider on my website. I have been using Paypal for years and years and have never had a problem with them.

Website Identity:

Website: www.custommade.com

Owner: This website does not supply ownership information.

Verified by: Amazon

Issued To: Common Name: custommade.com

Organization: <Not Part Of Certificate>

Organizational Unit: <Not Part Of Certificate>

Issued By: Common Name: Amazon

Organizaton: Amazon

Website Identity:

Website: custom-clocks-and-more.com

Owner: This website does not supply ownership information.

Verified by: Let's Encrypt

Issued To: Common Name: custom-clocks-and-more.com

Organization: <Not Part Of Certificate>

Organizational Unit: <Not Part Of Certificate>

Issued By: Common Name: Let's Encrypt Authority X3

Organization: Let's Encrypt

So as you can see the other business has not verified their business ownership. My business ownership is verified with Paypal since it is linked to my business bank account but does not appear in the certificate. I don't collect personal information or financial information on my website so I don't need that level of SSL. All transactions are done through Paypal that is totally encrypted.

The only difference is where the certificate comes from. That is it.

And you also fail to realize that this flag shows http and not https. That was even before I had the ssl. I am not the guilty party here. I am an honest small business owner and I can prove there is nothing malicious on my website.

I'm not basing what I said on opinion either. I have proof of what I am saying.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Oh, just thought I would add there is no difference in the SSL certificate. Since both don't verify business ownership. But I did notice what was different. It is that the other website uses a service called Data provided by So basically this person subscribed to this buysafe service. That is the difference.

I don't need to purchase buysafe. I am Paypal verified and I have a return policy and 30 day guarantee on my website. I've used Paypal for years and have never had a problem. Paypal is secure so I don't need buysafe.

So if you think that is a valid reason for falsely flagging my website then good luck to you.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

For the one who claims I don't pass the Norton Safe Search requirements???

Well I just looked further down on the search results for that phrase and I found an ecommerce website that does not use SSL and they passed the Norton Safe Search requirements as per you.

I have screenshots proving this.

Also, please take note that I don't appreciate being blamed for something that is not my fault.

Thank you.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

I'll never understand how it is that I try to ask a simple question from someone and they immediately turn it into an attack. Lucky I guess.

  • I do not work for Norton.
  • I can not fix your problems.
  • I simply posed a question I thought you should be asking Norton.

Clearly you have issues with me and all I was trying to do was attempt to help you.

Fine. I apologize for asking about the SSL. It will never happen again.

Good luck.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Hello custom clocks

When you registered your website, did you go through the verify part of Safe Web? You should have received an email from the Safe Web with a Meta Tag and HTML file in it. If you would please post either the HYML file or the Meta Tag, I will get your website verified by the Safe Web Team. If you have a new hosting company now, then you will have to register and verify your site and evaluate your new site if that hasn't been done yet.

If you have any Safe Search or Safe  Web issues,  please create a thread here and I will take care of the issue within a day or 2 and send the information that day when I see your post.

I don't work for Symantec, but I do volunteer my time and I am a Guru. I know I notified Norton about a Safe Search issue this week and I am waiting for a response from them. Did you have a malicious website which was changed to Green OK? If you did, what was the name of that website? If I have the name, then I can ask the Safe Web Team about removing that popup notice you are getting.

Thanks.

Edit: I see that Mohan Symantec Employee has already responded to you that he reported your issue to the Safe Search Team. That was on July 17. That team isn't as fast as the Safe Web Team. Even though your site is verified by Amazon, it still needs to be verified by the Safe Web Team.

Thanks again.

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: Norton Safe Search Safe Web And False Flags Of Domains

It seems the main issues here are:

SSL, the OP doesn't have super super extra validated SSL, and probably doesn't need it.

Differing safety ratings from two service that should rely on the same info:
https://www.safesearch.ask.com
safeweb.norton.com

I never visit ask.com because I don't believe they are trustworthy. I think Norton should drop their connection to them. Still they should not be rating the OP's site badly.

Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

Hello Custom Clocks

Have you restarted the computer? You might have to uninstall your Norton product using the Norton Removal Tool, restart, then reinstall your product a few times, restarting as needed and then running Live Update a few times until it says you have the latest updates. You should end up with version 22.10.0.85.

www.norton.com/nrt                Norton Removal Tool.

Reinstall your product by going to www.mynortonaccount.com and click on the Download Button. That will give you a fresh, clean Norton product that will need updating.

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: Norton Safe Search Safe Web And False Flags Of Domains

Hi @custom clocks,

I didn't fail Norton Safe Search. It is Norton Safe Search that has failed. Maybe you should go back and look at the screenshots again. Does it make sense to have my domain with a red box and flagged and when you hover over it you get a red popup box that states 0 Threats???

Sorry for the inconvenience and Thank you for your patience.

The false flag issue should now be resolved.

Could you please confirm the same?

Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

I will quit Norton after many years because they force the use of ASK if you want to use the toolbar. Norton sold access to its members to ASK.

Kudos1 Stats

Re: Norton Safe Search Safe Web And False Flags Of Domains

 ..... they force the use of ASK if you want to use the toolbar. 

That is not correct. If you disable Safe Search you won't see ASK results anymore: on the Norton Toolbar click on the 3 dots. Then move to off the toggle of the Safe Search function. Restart the browser.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton Safe Search Safe Web And False Flags Of Domains

My sympathy for your troubles.. https://custom-clocks-and-more.com/

is a very interesting site.

I made multiple complaints about being forced to use ask.com as a search engine if I wanted to have the protection of a Norton "safe search". Three different techs spent 30 or more minutes each, remotely, on my computer after ensuring me they could eliminate "Ask", but it never worked... I've used Norton for close to 10 years but will not renew again. I'll be back to look at your site. Good Luck..!

Kudos1 Stats

Re: Norton Safe Search Safe Web And False Flags Of Domains

If you use Norton's Safe Search feature you use Ask. If you disable the Safe Search as Rainbow_2 notes, that will eliminate the Ask searches.

This does not reduce your protection while searching with other search providers. You will still have the Safe Web feature showing in your search results.   

In the image below you see grey icons noting the site may not be tested by Norton, or the green icons, showing the site is safe. Red icon would indicate the site is not safe. When you hover over the icon, you can get more information about the site.


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

Re: Norton Safe Search Safe Web And False Flags Of Domains

Hello

Safe Search is not a new feature. It has been there for many years. All you  have to do is say no to I t and close up Safe Search feature as has been mentioned.

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.

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