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False Positives from Symantec Endpoint Protection 2007?


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#1 RushSonic

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Posted 17 December 2008 - 05:23 PM

OS: Windows XP SP3
Processor: Intel Core Duo 1.67 GHZ
Memory: 2 GB

For the past few days, Symantec Endpoint Protection has given me messages saying that it has stopped a Downloader from installing to my computer. It seems to always come up as a temporary file with these kinds of names:
DWHXXXX.tmp

The XXXX represents 4 characters consisting of numbers and capital letters.

I did a full scan using Symantec Endpoint Protection. Then, I scanned the computer using Spybot and finished by generating a HiJackThis log. I can not put it in the thread because this forum is not for that purpose, but anyone who wants to look at it can PM me.

I just want to know what's wrong, because I don't see how I can have a Downloader which is constantly deleted by an Auto-Protect scan and yet seemingly have no signs of infection even when scanning in Safe Mode.

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#2 Budapest

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Posted 17 December 2008 - 05:27 PM

Please download Malwarebytes Anti-Malware and save it to your desktop.
alternate download link 1
alternate download link 2
  • Make sure you are connected to the Internet.
  • Double-click on mbam-setup.exe to install the application.
  • When the installation begins, follow the prompts and do not make any changes to default settings.
  • When installation has finished, make sure you leave both of these checked:
    • Update Malwarebytes' Anti-Malware
    • Launch Malwarebytes' Anti-Malware
  • Then click Finish.
MBAM will automatically start and you will be asked to update the program before performing a scan.
  • If an update is found, the program will automatically update itself.
  • Press the OK button to close that box and continue.
  • If you encounter any problems while downloading the updates, manually download them from here and just double-click on mbam-rules.exe to install. Alternatively, you can update through MBAM's interface from a clean computer, copy the definitions (rules.ref) located in C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware from that system to a usb stick or CD and then copy it to the infected machine.
On the Scanner tab:
  • Make sure the "Perform Quick Scan" option is selected.
  • Then click on the Scan button.
  • If asked to select the drives to scan, leave all the drives selected and click on the Start Scan button.
  • The scan will begin and "Scan in progress" will show at the top. It may take some time to complete so please be patient.
  • When the scan is finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
  • Click OK to close the message box and continue with the removal process.
Back at the main Scanner screen:
  • Click on the Show Results button to see a list of any malware that was found.
  • Make sure that everything is checked, and click Remove Selected.
  • When removal is completed, a log report will open in Notepad.
  • The log is automatically saved and can be viewed by clicking the Logs tab in MBAM.
  • Copy and paste the contents of that report in your next reply and exit MBAM.
Note: If MBAM encounters a file that is difficult to remove, you may be asked to reboot your computer so it can proceed with the disinfection process. Regardless if prompted to restart the computer or not, please do so immediately. Failure to reboot normally (not into safe mode) will prevent MBAM from removing all the malware. MBAM may "make changes to your registry" as part of its disinfection routine. If using other security programs that detect registry changes (ie Spybot's Teatimer), they may interfere or alert you after scanning with MBAM. Please temporarily disable such programs or permit them to allow the changes.
The power of accurate observation is commonly called cynicism by those who haven't got it.

—George Bernard Shaw

#3 RushSonic

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Posted 18 December 2008 - 10:42 AM

I'll try your program, but I can't update it. When I try to update it through the program itself, it says that "Update failed. Make sure you are connected to the Internet and your firewall is set to allow MalwareByte's Anti-Malware to access the Internet."

Note: I downloaded the latest database from MalwareByte's site, but I do not know where to put it? Do you?

Note 2: Never mind, I just updated it.

Note 3: I finished using it and it brought up no results. Should I run it in Safe Mode or should I just chalk up the results as false positives and send them to Symantec?

Edited by RushSonic, 18 December 2008 - 11:15 AM.


#4 Budapest

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Posted 18 December 2008 - 04:38 PM

Try this one to see if it finds anything.

Please download ATF Cleaner by Atribune & save it to your desktop. alternate download link DO NOT use yet.
Please download and install SUPERAntiSpyware Free
  • Double-click SUPERAntiSypware.exe and use the default settings for installation.
  • An icon will be created on your desktop. Double-click that icon to launch the program.
  • If asked to update the program definitions, click "Yes". If not, update the definitions before scanning by selecting "Check for Updates". (If you encounter any problems while downloading the updates, manually download them from here and unzip into the program's folder.)
  • Under the "Configuration and Preferences", click the Preferences... button.
  • Click the "General and Startup" tab, and under Start-up Options, make sure "Start SUPERAntiSpyware when Windows starts" box is unchecked.
  • Click the "Scanning Control" tab, and under Scanner Options, make sure the following are checked (leave all others unchecked):
    • Close browsers before scanning.
    • Scan for tracking cookies.
    • Terminate memory threats before quarantining.
  • Click the "Close" button to leave the control center screen and exit the program.
  • Do not run a scan just yet.
Reboot your computer in "Safe Mode" using the F8 method. To do this, restart your computer and after hearing your computer beep once during startup (but before the Windows icon appears) press the F8 key repeatedly. A menu will appear with several options. Use the arrow keys to navigate and select the option to run Windows in "Safe Mode".

Double-click ATF-Cleaner.exe to run the program.
  • Under Main "Select Files to Delete" choose: Select All.
  • Click the Empty Selected button.
  • If you use Firefox browser click Firefox at the top and choose: Select All
  • Click the Empty Selected button.
    If you would like to keep your saved passwords, please click No at the prompt.
  • If you use Opera browser click Opera at the top and choose: Select All
  • Click the Empty Selected button.
    If you would like to keep your saved passwords, please click No at the prompt.
  • Click Exit on the Main menu to close the program.
Note: On Vista, "Windows Temp" is disabled. To empty "Windows Temp" ATF-Cleaner must be "Run as an Administrator".

Scan with SUPERAntiSpyware as follows:
  • Launch the program and back on the main screen, under "Scan for Harmful Software" click Scan your computer.
  • On the left, make sure you check C:\Fixed Drive.
  • On the right, under "Complete Scan", choose Perform Complete Scan and click "Next".
  • After the scan is complete, a Scan Summary box will appear with potentially harmful items that were detected. Click "OK".
  • Make sure everything has a checkmark next to it and click "Next".
  • A notification will appear that "Quarantine and Removal is Complete". Click "OK" and then click the "Finish" button to return to the main menu.
  • If asked if you want to reboot, click "Yes" and reboot normally.
  • To retrieve the removal information after reboot, launch SUPERAntispyware again.
    • Click Preferences, then click the Statistics/Logs tab.
    • Under Scanner Logs, double-click SUPERAntiSpyware Scan Log.
    • If there are several logs, click the current dated log and press View log. A text file will open in your default text editor.
    • Please copy and paste the Scan Log results in your next reply.
  • Click Close to exit the program.

The power of accurate observation is commonly called cynicism by those who haven't got it.

—George Bernard Shaw

#5 RushSonic

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Posted 18 December 2008 - 07:11 PM

Here's my log:

SUPERAntiSpyware Scan Log
http://www.superantispyware.com

Generated 12/18/2008 at 06:09 PM

Application Version : 4.23.1006

Core Rules Database Version : 3677
Trace Rules Database Version: 1656

Scan type : Complete Scan
Total Scan Time : 00:51:07

Memory items scanned : 243
Memory threats detected : 0
Registry items scanned : 6047
Registry threats detected : 0
File items scanned : 80438
File threats detected : 0


#6 Budapest

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Posted 18 December 2008 - 07:21 PM

If Malwarebytes and SuperAntiSpyware both show you're clean I think it's safe to assume Symantec is reporting a false positive.
The power of accurate observation is commonly called cynicism by those who haven't got it.

—George Bernard Shaw

#7 RushSonic

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Posted 18 December 2008 - 09:06 PM

Cool. I guess I'll just send them a report then. Thanks for the help. :thumbsup:

#8 RushSonic

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Posted 19 December 2008 - 10:50 PM

I wish I didn't have to use this lousy software.

https://forums.symantec.com/syment/board/me...ding&page=1

How an anti-virus program detects its own updater as a threat...




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