# My fun filled chat with A Norton 360 Anti Virus tech - "If it's real it's not malware" **URL:** \ **Category:** Miscellaneous and Personal Stuff I Must Share\ **Created:** [October 14, 2012, 7:07pm UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712 "2012-10-14T19:07:08Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![astro](https://avatars.discourse-cdn.com/v4/letter/a/9dc877/32.png) [@astro](https://boards.straightdope.com/u/astro)\ **Post date:** [October 14, 2012, 7:07pm UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/1 "2012-10-14T19:07:08Z")
Subscribed with Norton 360. Detected a google browser re-direct this afternoon and decided to try out the live chat service I was paying for. It did not go as planned. (note- some chat typos fixed) > [@](#): > > 1:29 PM Checking configuration… > 1:29 PM Connecting… > 1:29 PM Connected. A support representative will be with you shortly. > 1:30 PM Support session established with Melroy Coelho. > 1:30 PM You have granted full permission to Melroy Coelho. To revoke, click the red X on the toolbar or press Pause/Break on the keyboard. > 1:30 PM Remote Control started by Melroy Coelho. > > 1:31 PM Melroy Coelho: We are now connected > 1:31 PM Melroy Coelho: May you please show me where are you facing the issue or suspect a threat. > 1:32 PM Astro: google searches being hijacked - do you want me to click on the links to show you? > 1:32 PM Melroy Coelho: Yes > 1:33 PM Melroy Coelho: What is wrong with that? > 1:34 PM Astro: Just used google clicked on link then hijacked to home alarm sales site. > 1:35 PM Melroy Coelho: This could be an issue with the browser. We can reset the browser and check > 1:35 PM Astro: ok > 1:37 PM Melroy Coelho: The problem is with that link. > 1:37 PM Melroy Coelho: That link is designed to redirect you to another site > 1:38 PM Astro: jekeen boots > 1:38 PM Astro: sorry mistype > 1:39 PM Astro: no it’s not. type keen boots. It will show a link for 6PM website click on that and it takes you someplace completely different > 1:40 PM Melroy Coelho: As you can see the link is redirecting you. > 1:41 PM Melroy Coelho: This is the actual link > 1:42 PM Melroy Coelho: This is a marketing and advertising strategy used by businesses to redirect you to their sites so that you can see their products > 1:42 PM Melroy Coelho: this is not a virus. > 1:42 PM Melroy Coelho: If you identity such sites do not visit it. > 1:45 PM Astro: I understand that . Malware has inserted redirect commands to hijack my google links. This is not normal behavior. This are redirects and are considered malware. Telling me to ignore them is not useful. > 1:47 PM Melroy Coelho: Astro this is not going to harm your computer. A Malware is a fake program designed to capture your personal credit card details > 1:48 PM Melroy Coelho: For example, it could be a fake website of some company which will prompt you to enter your personal details. > 1:48 PM Melroy Coelho: If the company is real then it does not become a malware. > 1:49 PM Melroy Coelho: Redirecting to other websites is also a marketing strategy. This same thing will happen on even another computer. > 1:51 PM Astro: With all due respect I do not think you understand the issue. These redirects are classified as malware. Code has been inserted into my browser to redirect me from a link presented by google to somewhere else entirely. Am I to understand that Norton thinks this is normal behavior that should simply be ignored? > 1:52 PM Melroy Coelho: yes > 1:52 PM Melroy Coelho: This will happen on any computer > 1:52 PM Melroy Coelho: It does happen on my computer as well. > 1:52 PM Melroy Coelho: If you wish I can reset the browser > 1:53 PM Astro: I need to speak to someone more senior. We do not appear to be communicating. > 1:55 PM Melroy Coelho: Astro please give me 2 to 3 minutes. > 1:55 PM Astro: Ok I’ll wait > 2:00 PM Melroy Coelho: Astro, I will transfer you to a supervisor, please give me a few minutes to document this case before I transfer you. > 2:00 PM Astro: OK > 2:00 PM Melroy Coelho: Thanks. > > Live Chat > Thank you for using Symantec Chat Support! If your chat completed successfully and you would like to provide feedback or comments, please respond to the feedback email that will be sent to the email address you provided upon registration. > Your Case id is: > 05360924 I was never transferred - I was dropped. Did more searching using non-Google engine and found Norton Power Eraser (free!) app. Indentified, scrubbed and removed redirects in 5 minutes. ---
**Author:** ![davidm](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/davidm/32/225_2.png) [@davidm](https://boards.straightdope.com/u/davidm)\ **Post date:** [October 14, 2012, 7:12pm UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/2 "2012-10-14T19:12:54Z")
That’s a very poorly trained support rep. ---
**Author:** ![Enkel](https://avatars.discourse-cdn.com/v4/letter/e/df705f/32.png) [@Enkel](https://boards.straightdope.com/u/Enkel)\ **Post date:** [October 15, 2012, 1:11am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/3 "2012-10-15T01:11:51Z")
This is so timely. I’m in the process of looking at virus protection software. I’d been using Zone Alarm and am now trialing Kaspersky. Was going to try Norton, but not now. ---
**Author:** ![Balance](https://avatars.discourse-cdn.com/v4/letter/b/ccd318/32.png) [@Balance](https://boards.straightdope.com/u/Balance)\ **Post date:** [October 15, 2012, 1:36am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/4 "2012-10-15T01:36:03Z")
> [@astro](#): > > Subscribed with Norton 360. I believe I have identified your problem. ---
**Author:** ![Ethilrist](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/ethilrist/32/4604_2.png) [@Ethilrist](https://boards.straightdope.com/u/Ethilrist)\ **Post date:** [October 15, 2012, 1:36am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/5 "2012-10-15T01:36:21Z")
You know, it’s funny, but reading the chat log, I heard Melroy speaking with an Indian accent. I can’t imagine why… ---
**Author:** ![Enkel](https://avatars.discourse-cdn.com/v4/letter/e/df705f/32.png) [@Enkel](https://boards.straightdope.com/u/Enkel)\ **Post date:** [October 15, 2012, 3:49am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/6 "2012-10-15T03:49:56Z")
> [@Ethilrist](#): > > You know, it’s funny, but reading the chat log, I heard Melroy speaking with an Indian accent. I can’t imagine why… The sentence structure in his second sentence: 1:31 PM Melroy Coelho: We are now connected 1:31 PM Melroy Coelho: **May you please show me where are you facing the issue** or suspect a threat. ---
**Author:** ![Measure\_for\_Measure](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/measure_for_measure/32/557_2.png) [@Measure\_for\_Measure](https://boards.straightdope.com/u/Measure_for_Measure)\ **Post date:** [October 15, 2012, 4:08am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/7 "2012-10-15T04:08:40Z")
> [@Enkel](#): > > This is so timely. I’m in the process of looking at virus protection software. I’d been using Zone Alarm and am now trialing Kaspersky. Was going to try Norton, but not now. Yes, timely. I had a (false) malware scare a year ago and in a fit of paranoia signed up for Norton. Now I have 30 days left. I am thinking of plunking for [avast!](http://www.pcworld.com/article/211487/avast_free_antivirus_5_a_solid_all_around_contender.html) anti viral due to its low on-access scan speeds and decent protection. I’ll pair it with [Comodo Firewall](http://www.pcworld.com/article/232672/comodo_firewall_64bit_version.html) after a couple of weeks. Comodo has a traffic indicator, as does Zonealarm. Zonealarm’s used to be set off by BOINC: I don’t know if that’s still the case. Comodo received a significantly higher rating on PC World’s tests (conducted by [matousec.com](http://matousec.com)), FWIW: 95% vs. 11% for Zonealarm Free and 71% for Zonealarm Pro. ---
**Author:** ![dnooman](https://avatars.discourse-cdn.com/v4/letter/d/839c29/32.png) [@dnooman](https://boards.straightdope.com/u/dnooman)\ **Post date:** [October 15, 2012, 6:52am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/8 "2012-10-15T06:52:01Z")
**Balance** has it right, you’re tossing money down a hole. There is no such thing as a program that will remove and/or prevent all malware. It just doesn’t exist. It likely never will. Ever. In all my years of malware fighting I have yet to come across a system I needed to wipe (although many times that would have been the faster solution). Norton, McAfee, and the like only exist to make money. If I had a dollar for every system I cleaned with one of them already installed I’d be rich. Avast is cool but very annoying. AVG free was cool, but is now more of an annoyance than a benefit. Your re-direct could have been a result of a BHO (unlikely based on your knowledge), a host file change, or a root kit (let’s hope it’s not that). A simple malware sweep with 5 or 6 tools may clean it without any real inconvenience. I’d be happy to help with any of this. ---
**Author:** ![typoink](https://avatars.discourse-cdn.com/v4/letter/t/ecb155/32.png) [@typoink](https://boards.straightdope.com/u/typoink)\ **Post date:** [October 15, 2012, 8:53pm UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/9 "2012-10-15T20:53:23Z")
The only antivirus software I’ve ever been happy with is Microsoft Security Essentials. It’s quiet and unobtrusive and doesn’t grind my PC to a halt randomly. I can’t imagine paying for anything “better.” ---
**Author:** ![VinylTurnip](https://avatars.discourse-cdn.com/v4/letter/v/b2d939/32.png) [@VinylTurnip](https://boards.straightdope.com/u/VinylTurnip)\ **Post date:** [October 15, 2012, 10:02pm UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/10 "2012-10-15T22:02:19Z")
> [@Ethilrist](#): > > You know, it’s funny, but reading the chat log, I heard Melroy speaking with an Indian accent. I can’t imagine why… For ease of communication, it’s a fairly common practice for Indians working in call centers and on help desks to adopt a typical American name like “Melroy Coelho.” ---
**Author:** ![drachillix](https://avatars.discourse-cdn.com/v4/letter/d/48db29/32.png) [@drachillix](https://boards.straightdope.com/u/drachillix)\ **Post date:** [October 15, 2012, 10:19pm UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/11 "2012-10-15T22:19:41Z")
> [@typoink](#): > > The only antivirus software I’ve ever been happy with is Microsoft Security Essentials. It’s quiet and unobtrusive and doesn’t grind my PC to a halt randomly. > > I can’t imagine paying for anything “better.” AVG still has sharper teeth but they have been getting annoying lately with the constant bombardments to buy and constant popups about browser memory loads. MSE, backed up by an occasional scan with malwarebytes is an excellent combination. ---
**Author:** ![dnooman](https://avatars.discourse-cdn.com/v4/letter/d/839c29/32.png) [@dnooman](https://boards.straightdope.com/u/dnooman)\ **Post date:** [October 16, 2012, 2:12am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/12 "2012-10-16T02:12:31Z")
> [@drachillix](#): > > MSE, backed up by an occasional scan with malwarebytes is an excellent combination. Has MBAM _ever_ found anything on your system? People and sites whose opinions I respect often praise it, but I find it pretty useless (although I do keep the definitions up to date every week or so). I’d say that 97% of the times I’ve done a complete scan with MBAM, it has resulted with nothing found. I remember once being shocked when running it at work and it caught something. My situation now is different than before when I would have used it more often. I came across a lifetime subscription for Super AntiSpyware for $20 I think and I jumped at it, since it found tracking cookies, rootkits, homepage redirects etc. and was able to schedule updates and scans. I know it’s overkill, but mine updates at least every 8 hours, and scans/removes/quarantines nightly. The other anti-malware I run pretty much don’t have a chance at finding a thing. Those being Spybot, Glary Utilities, Advanced System Care, Malwarebytes, and IObit malware. I usually only let the Glary, and ASC actually scan, then update the Spybot and MBAM. I run the rest if it looks like I picked something up, and in really bad scenarios (which really never happen anymore due to Spybot’s immunization and PC Tools firewall) I’ll run Combofix, Hijack This or GMER. When the mood strikes, maybe once every other week or so, I do a full system clean. That includes malware scans, registry clean up, CCleaner, and defrag/optimization (don’t have an SSD yet). All of this is quite thorough, multi-tasks well, and takes maybe half an hour or so while I’m watching TV. My system is often so sparkly clean that I make a restore point then. Most days I like to kill malware and watch cat videos, and I often run out of cat videos to watch… ---
**Author:** ![dnooman](https://avatars.discourse-cdn.com/v4/letter/d/839c29/32.png) [@dnooman](https://boards.straightdope.com/u/dnooman)\ **Post date:** [October 16, 2012, 2:20am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/13 "2012-10-16T02:20:58Z")
> [@Enkel](#): > > This is so timely. I’m in the process of looking at virus protection software. I’d been using Zone Alarm and am now trialing Kaspersky. Was going to try Norton, but not now. Every few months or so there’s a sale on Kaspersky with up to five licenses sometimes on Newegg and maybe elsewhere. It’s free if you can jump through the rebate hoops. I’m assuming it’s a one year deal, but they offer the deal so often it would be a no-brainer AFAIC to get it, assuming the rebates go through without a hitch. [Slickdeals.net](http://Slickdeals.net) always seems to find when this deal is going on. I guess even if you did pay for it, it wouldn’t be that bad. Kaspersky is a very highly renowned anti-vir program, up there with NOD-32 and the like. Both of which have free components BTW. ---
**Author:** ![Mama\_Zappa](https://avatars.discourse-cdn.com/v4/letter/m/71e660/32.png) [@Mama\_Zappa](https://boards.straightdope.com/u/Mama_Zappa)\ **Post date:** [October 17, 2012, 12:27am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/14 "2012-10-17T00:27:19Z")
> [@dnooman](#): > > **Balance** has it right, you’re tossing money down a hole. > > There is no such thing as a program that will remove and/or prevent all malware. It just doesn’t exist. It likely never will. Ever. > > In all my years of malware fighting I have yet to come across a system I needed to wipe (although many times that would have been the faster solution). > > Norton, McAfee, and the like only exist to make money. If I had a dollar for every system I cleaned with one of them already installed I’d be rich. Avast is cool but very annoying. AVG free was cool, but is now more of an annoyance than a benefit. > > Your re-direct could have been a result of a BHO (unlikely based on your knowledge), a host file change, or a root kit (let’s hope it’s not that). A simple malware sweep with 5 or 6 tools may clean it without any real inconvenience. > > I’d be happy to help with any of this. How is Avast annoying? We’ve been using AVG for a few years and also were using Online Armor for firewall; those ran into conflicts. Online Armor simply _quit working_ when the year was up, vs. continuing but not updating any more, and it was preventing me from updating AVG, so we just turned on Windows firewall (better than nothing). My son had Avast pre-installed on his new laptop and it seemed to be behaving, so we ponied up for that on his laptop. He hasn’t complained. ---
**Author:** ![Ethilrist](https://sea3.discourse-cdn.com/straightdope/user_avatar/boards.straightdope.com/ethilrist/32/4604_2.png) [@Ethilrist](https://boards.straightdope.com/u/Ethilrist)\ **Post date:** [October 17, 2012, 1:16am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/15 "2012-10-17T01:16:33Z")
> [@dnooman](#): > > Every few months or so there’s a sale on Kaspersky with up to five licenses sometimes on Newegg and maybe elsewhere. It’s free if you can jump through the rebate hoops. I’m assuming it’s a one year deal, but they offer the deal so often it would be a no-brainer AFAIC to get it, assuming the rebates go through without a hitch. [Slickdeals.net](http://Slickdeals.net) always seems to find when this deal is going on. I guess even if you did pay for it, it wouldn’t be that bad. Kaspersky is a very highly renowned anti-vir program, up there with NOD-32 and the like. Both of which have free components BTW. I bought a Kaspersky license when I got my new computer a year or so ago; when it started yapping at me that I had to renew, I looked into the scan reports and found that in an entire year, it had not detected nor removed a single thing, so I let it lapse. ---
**Author:** ![Ferret\_Herder](https://avatars.discourse-cdn.com/v4/letter/f/e47774/32.png) [@Ferret\_Herder](https://boards.straightdope.com/u/Ferret_Herder)\ **Post date:** [October 17, 2012, 1:43am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/16 "2012-10-17T01:43:14Z")
> [@Mama\_Zappa](#): > > How is Avast annoying? We’ve been using AVG for a few years and also were using Online Armor for firewall; those ran into conflicts. Online Armor simply _quit working_ when the year was up, vs. continuing but not updating any more, and it was preventing me from updating AVG, so we just turned on Windows firewall (better than nothing). My son had Avast pre-installed on his new laptop and it seemed to be behaving, so we ponied up for that on his laptop. He hasn’t complained. Agreed, I’ve used Avast for a few years and have had no complaints. ---
**Author:** ![Wisp00](https://avatars.discourse-cdn.com/v4/letter/w/977dab/32.png) [@Wisp00](https://boards.straightdope.com/u/Wisp00)\ **Post date:** [October 17, 2012, 1:51am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/17 "2012-10-17T01:51:13Z")
This is the exact problem I am having with my computer. It doesn’t redirect every time, often I can hit the back button and try again to get to the right site, but Microsoft Security Essentials never finds anything. Do you think trying the Norton Power Eraser would work for me, too? ---
**Author:** ![Mama\_Zappa](https://avatars.discourse-cdn.com/v4/letter/m/71e660/32.png) [@Mama\_Zappa](https://boards.straightdope.com/u/Mama_Zappa)\ **Post date:** [October 17, 2012, 2:00am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/18 "2012-10-17T02:00:40Z")
> [@dnooman](#): > > Has MBAM _ever_ found anything on your system? People and sites whose opinions I respect often praise it, but I find it pretty useless (although I do keep the definitions up to date every week or so). I’d say that 97% of the times I’ve done a complete scan with MBAM, it has resulted with nothing found. I remember once being shocked when running it at work and it caught something. > … Summer 2011, our computer had _something_. AVG turned up and quarantined a few files every day, but they kept coming back. So I tried Malwarebytes - which said nothing. In fairness, I posted to forum at the Malwarebytes site and one of their folks helped me sort the problem out: some kind of rootkit, which was fortunately limited to my daughter’s user (non-admin user). ---
**Author:** ![Balance](https://avatars.discourse-cdn.com/v4/letter/b/ccd318/32.png) [@Balance](https://boards.straightdope.com/u/Balance)\ **Post date:** [October 17, 2012, 3:21am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/19 "2012-10-17T03:21:30Z")
> [@Wisp00](#): > > This is the exact problem I am having with my computer. It doesn’t redirect every time, often I can hit the back button and try again to get to the right site, but Microsoft Security Essentials never finds anything. Do you think trying the Norton Power Eraser would work for me, too? I advise against trying Norton _anything_. I regard Norton software as practically malware itself–worse, it’s malware that scams you out of money _before_ it’s installed. Try Avast and Malwarebytes. ---
**Author:** ![astro](https://avatars.discourse-cdn.com/v4/letter/a/9dc877/32.png) [@astro](https://boards.straightdope.com/u/astro)\ **Post date:** [October 17, 2012, 4:03am UTC](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712/20 "2012-10-17T04:03:48Z")
> [@Wisp00](#): > > This is the exact problem I am having with my computer. It doesn’t redirect every time, often I can hit the back button and try again to get to the right site, but Microsoft Security Essentials never finds anything. Do you think trying the Norton Power Eraser would work for me, too? it could. It’s free. It worked quickly and perfectly to solve the problem. Here [http://security.symantec.com/nbrt/npe.aspx](http://security.symantec.com/nbrt/npe.aspx) > [@](#): > > Eliminates deeply embedded and difficult to remove crimeware that traditional virus scanning doesn’t always detect. [Next page](https://boards.straightdope.com/t/my-fun-filled-chat-with-a-norton-360-anti-virus-tech-if-its-real-its-not-malware/637712.md?page=2)