1240504 - Norton flagging xul.dll as "Suspicious.Cloud" during auto-update resulting in "Could not find the Mozilla runtime" error

Status: RESOLVED WORKSFORME

(External Software Affecting Firefox :: Other, defect)

Description

[[:philipp]]

there are ongoing reports by users on sumo, that the Auto-Protect feature of their norton products is mistakenly flagging and quarantining xul.dll as a variant of "Suspicious.Cloud" (probably by heuristics) during auto-updates. 
this is resulting in a "Could not find the Mozilla runtime" error message, when users try to start firefox afterwards - but downloading and re-installing firefox from the website usually works.
this post contains screenshots: https://community.norton.com/en/forums/n360-quarantined-xuldll-firefox-360a1

it has been going on for quite a while already (though in rather low frequency if you can judge it by the number of support requests on sumo), however maybe we can do some outreach to norton to stop this from happening?

Comment 1

[:Gijs (he/him)]

Mike, do you know what contacts we have with Norton for stuff like this?

Comment 2

[Mark Banner (:standard8)]

Philipp, I guess this isn't too much of an issue now, can we close this as WFM?

Comment 3

[[:philipp]]

you're correct, i haven't seen this issue reported in a while now.