Symantec Saga
10/21/2005 Update on an issue with Norton anti-virus removing OSSMTP:
It appears, Symantec quietly fixed the problem. No one reported it since Wednesday. more
10/20/2005 Update on a problem with Norton anti-virus:
New virus-definition file was released by Symantec via LiveUpdate. So far we don't have any information whether OSSMTP was removed from it. more
10/19/2005 We got a response from Symantec! And what a fine exercise in newspeak it is! Orwell would've been proud.
Thank you for contacting Symantec Online Customer Service.
I understand that you are facing issues with Virus recognized by Symantec.
Please accept my apology for any inconvenience you may have experienced. I am unable to provide assistance with technical issues, but I will be happy to direct you to Symantec’s virus removal resources.
Symantec Security Response maintains an online database of virus information, including links to an online scanner, Virus Encyclopedia, automated virus removal tools and instructions for submitting a possible virus to Symantec for analysis. This database is available, free of charge from the Security Response homepage, linked below:
http://securityresponse.symantec.com/
If you desire interactive assistance from a trained virus removal technician, Symantec also offers a fee-based Virus Removal Consultation Service. Please click on the link provided below to view the contact information for Symantec Virus Removal:
https://www-secure.symantec.com/techsupp/vrq/contact.jsp
If I can be of further assistance, please let me know.
Regards,
Rajdeep Ghosh
Customer Care Specialist
Symantec Authorized Online Customer Service
10/19/2005 Update on a problem with Norton anti-virus:
As we learned from our customers (Symantec never bothered to get back to us), Symantec is planning to release a virus-definition update tomorrow to fix the mess they have created by OSSMTP removal.
10/17/2005 Update on a problem with Norton anti-virus:
One of our clients contacted Symantec and they promised to remove OSSMTP (OstroSoft SMTP Component) from their future virus definitions. For now they suggest to rollback to the definition file from 10/14/2005.
Side note: another our client was not as lucky - Symantec support refused to even talk to him about this problem (essentially - their problem), since he didn't have a maintenance contract with them. Think twice before dealing with Symantec.
10/17/2005 This morning our mailboxes contained unusual number of support requests.
Turned out, in their latest virus definition update Symantec marked OstroSoft SMTP Component (OSSMTP) as viral file and automatically removed it from the systems, running Norton anti-virus. It caused the software, dependent on OSSMTP, to fail. No rationale for this decision was provided, neither anybody from Symantec contacted us beforehand.
We understand that some bad people are using OSSMTP for evil purposes (like mass mailing, spamming, viruses, etc.), which by the way, is against the Component License Agreement. But this can't be the basis for declaring our software a virus. We can't control everybody who uses our components.
Many more people are using Microsoft Outlook and CDONTS for the same bad things, mentioned above. However, we don't see Symantec declaring Microsoft software as viral. It's easier to pick on smaller guys, who can't afford as much legal help.
Don't trust Symantec/Norton. They are liars! None of OstroSoft software is viral!
There are many alternatives in anti-virus software. If you are having problem with Norton, look elsewhere - most of the software vendors don't abuse their customers' trust.
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