Handling false-positive app threats in Symantec App Center
Last Updated April 25, 2014
Android devices enrolled with App Center mobile security, and assigned to device policies that use a compliance rule to block infected devices, may lose access to email or other services due to a false-positive detection of a malware app on the device.
The Norton Mobile Security client may flag a known-good app may be flagged as being malware; a condition referred to as a false positive.
App Center admins may issue device policies that require enrolled devices to be free of malware before they can access certain network resources, such as email and secure mobile apps.
When an app is flagged as malware, remediation is made by deleting the app from the device. This must be done by the device user; App Center administrators cannot delete apps from Android devices remotely. However, this action may not desirable. For instance, the app may be important to the user or to the enterprise. In such cases, the App Center administrator should submit a false-positive report to Symantec. This report is called a “Mobile Application Rating Dispute Submission.”
·When the detection occurred: Choose the selection: “During a scheduled scan or during a scan I requested”
·Product being used: Choose the selection: “Norton Mobile Security (any version)”
On the last page of the submission form, provide the required information:
·Name of person to contact
·Whether you are the creator or distributor of the app
·The name and web site of the company making the app
·The name and version of the app
·App download URL
·Description of the app
·The reason for submitting the form
Optionally, provide the MD5 or SHA256 hash of the app in question (instructions are provided for obtaining the hash, if you need them).
If you are the creator or a distributor of the app, you also have the option to provide information about your app-code signatory (the issuer and subject).
Response time is typically 24 to 48 hours.
Warning: If a device policy is set to block access to email servers or secured apps in App Center, a minimum 12 hour lockout takes effect when malware is detected on the device. This is the shortest interval between device scans by Norton Mobile Security
Imported Document ID: TECH216916
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