diaz1510 154 Posted July 13, 2015 Posted July 13, 2015 I'm pretty pissed off right now, so apologies in advance...later when I calm down I may regret the way I have behaved here... OK, Luke, I super appreciate all the work that you've been doing to try and get this product to be the best on the market, it shows. I love the capability of what Emby can do, but I am spending WAAAAYYY too much time trying to correct everything back to normal every time a freakin update gets released! My family uses Emby as the sole way we watch our media and unfortunately, I am the only one who is "somewhat" computer savvy enough to deal with all these issues each time they arise. The problem is, I am in the Army and I am often gone form home for long periods of time and I can't always be here to fix all your freakin issues! The issue that is getting me to want to throw a frag grenade at my monitor is that stupid false positive from Norton. Simple fact is, despite everyone's opinion on what the best Antivirus program there is I AM NOT going to change from Norton. Period. I have NO issues with Norton except when your software updates (automatically BTW!!! Please stop that crap!). Each time Emby updates, it kicks back the same exact error and automatically deletes emby. This is my fix: - I first have to do reboot of the server PC - I then have to wait for Norton to show the mediabrowser files that was quarantined and "allow" permanantly - I then have to re-download emby from your website - I have to install the version that was set off Norton to begin with - I then have to PRAY, that all my configuration settings haven't been changed, if so, I have to roll back using the Back Up Plug In i have been using - Then do another reboot to ensure its all good. Now, the last few days there have been a number of updates and I have to do this EACH time you send out the update. PLEASE LEAVE MY EMBY ALONE UNTIL YOU FIX ALL THE ISSUES!!! Emby NEVER used to have these problems with the updates. Why is it that your software is the only one that I have (the ONLY one) that throws that false positive on Norton? I can update every single piece of software I own just fine except for Emby. That is NOT an issue with Norton, that is an issue with Emby. Granted, I am no programmer and have no idea the amount of work you guys put in, which I am certain is a lot, but what makes Emby SOOOO different that you can't make it like any other single piece of software I own and update just fine? I can't keep doing this. I am spending too much of my time dealing with this. I get it, the software is free and I really appreciate it. I've donated and would gladly donate more, but this is just getting freakin ridiculous.. Let me take a deep breath..calm down...AND DO A COMPLETE REBOOT of my server, allow your software on Norton AGAIN, spend another hour or so dealing with Emby so I can sit down and finally watch some videos with my family in peace on a Sunday evening! PLEASE PLEASE PLEASE fix this issue with the Norton false positive...whatever you have to do. I can't deal with this thing one more time...I will be done and out of here and just go back to watching my videos through a file explorer using VLC...not nearly the multimedia interaction I love with Emby, but so much less of a headache... Thanks for listening to my venting...
bluemonkey07 590 Posted July 13, 2015 Posted July 13, 2015 You know you have complete control over auto updates right? Also how do you imagine the emby developers have any control how Norton identifies issues
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 (edited) What do you mean? This Norton issue has been going on for some time now. It's been brought up time and time again. To be fair, I have no idea how Norton analyzes files for deletion and I realize Norton has no way of knowing what Emby really is, but there why is this not an issue with ANY other software I own? How do THOSE software developers get there updates through Norton? This Norton issue is a REAL problem. It is used by a lot of people. Regardless of how you feel about what antivirus is better than others. I know I have the ability to control the automatic updates but the answer can't be to just never update Emby Server. How is that a fix? There HAS to be some sort of dialog between Emby software developers and Norton at some level. Maybe they need to contact Norton to add their software to some sort of authorized list or whatever... I don't know...I'm just a simple end user. Is it the way Emby packages the updates? I am no expert in this area, I just know it doesn't work...Maybe I'm asking too much... Edited July 13, 2015 by diaz1510
techywarrior 689 Posted July 13, 2015 Posted July 13, 2015 I don't use Norton but how come when you set an exception in Norton for Emby each update triggers Norton to ignore that exception and treat it as a new threat? (not that you have to answer, more of a retorical question) I remember that there was an issue with Norton and certain open source libraries. I also recall that it didn't like the naming of some files/functions in Emby. To me that's way more of a Norton issue then an Emby one (but that really doesn't help you either). The fact you don't have update issues with other software doesn't necesarily mean that only Emby has this issue with Norton. Since Emby isn't a huge corporation it's not like it would be easy to get Norton to fix it on their end. Their hueristics probably rely on people adding an exception for specific software and if they see a lot of reports that something is safe from lots of people they can add a general exception/fix. But since Emby is more of a niche product that likely won't happen automatically in Norton. Sorry I'm not really giving you a solution. Just trying to explain that it's not something that can easily be solved on Emby's end.
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 Thank you Luke I mean this in the most positive way but you guys are like my puppy....he shit's on the floor...I get kinda pissed off, then he looks at me with those eyes and I say to myself...."how could I ever be mad at you?" LOL. I never waivered from my belief that you guys have awesome customer service and respond quickly to most issues...I got my PC back up and running, I am going to try and turn off automatic updates for now and just wait until the smoke clears with this Norton issue.
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 (edited) You are 100% correct, I am at a loss as to why I have to add the exception each time as well because it seems to be the same file name each time...I do notice that when it counts it as a threat, it mentions something about there not being enough users reporting on this or something to that extant. I totally understand where you are coming from, I know you guys aren't a huge corp and have limited resources. I also know you are making a great product with those limited resources. I understand you guys (and probably a lot of people on this forum) are programmer types and can run circles around me when it comes to software developing, but I'm just asking you to take a step back and look a this issue from Average Joe perspective...the guy/gal that just wants to have an awesome multimedia experience at home (which you guys deliver) but finds themselves having issues with each emby update and not knowing how to fix it...and at the end of the day just giving up on it because it's too much trouble. Keep in mind, Norton Security Suite is a free service provided to Comcast customers (as myself) and to be honest, being free, isn't really that bad of an option. Most Comcast customers are going to go this route. I have my own opinions on Comcast but they are the only game in town when it comes to really high speed service. Comcast is a pretty large ISP...I would like to believe that could be a large enough market that just stops using Emby because of their Norton issues...whoever's software fault it is... Edited July 13, 2015 by diaz1510
JeremyFr79 228 Posted July 13, 2015 Posted July 13, 2015 I'm sorry you won't leave Norton, that's truly your loss as anyone will tell you it is the biggest heaping pile of shit ever made and causes more harm than good. But meh if you like it then so be it I guess.
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 (edited) I'm sorry you won't leave Norton, that's truly your loss as anyone will tell you it is the biggest heaping pile of shit ever made and causes more harm than good. But meh if you like it then so be it I guess. And here come the trolls...it was just a matter of time...LOL Well, I've run Norton for 10 years now...never had any real issues with it...emby updates being one of them... Funny how, according to you, that's supposed to be the answer...leave something that works just fine because of one program. I'm not saying Norton is the greatest thing out there...I'm just trying to say...from a business perspective, realizing that Norton is a free service being provided by one of the largest ISPs out there, catering to a pretty large customer base...and the issues it causes with said software... ...just seems counter-productive in my opinion... Anyway, Luke, you've stepped up again, thanks for that and I'll just leave this one alone at this point.. Edited July 13, 2015 by diaz1510
JeremyFr79 228 Posted July 13, 2015 Posted July 13, 2015 And here come the trolls...it was just a matter of time...LOL Well, I've run Norton for 10 years now...never had any real issues with it...emby updates being one of them... Funny how that's supposed to be the answer...leave something that works just fine because of one program. I'm not saying Norton is the greatest thing out there...I'm just trying to say...from a business perspective, realizing that Norton is a free service being provided by one of the largest ISPs out there, catering to a pretty large customer base...and the issues it causes with said software... ...just seems counter-productive in my opinion... Anyway, Luke, you've stepped up again, thanks for that and I'll just leave this one alone at this point.. Not trolling just speaking with over 20 years experience in the I.T. field. Like I said if you like it so be it. And yes many ISP's give it away for free as most people wouldn't pay for it. There are far better alternatives and while it may have a large customer base you'd be hard pressed to find anything outside of home user's that will get within 10 feet of it.
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 (edited) Not trolling just speaking with over 20 years experience in the I.T. field. Like I said if you like it so be it. And yes many ISP's give it away for free as most people wouldn't pay for it. There are far better alternatives and while it may have a large customer base you'd be hard pressed to find anything outside of home user's that will get within 10 feet of it. You can have all the experience in the world and still be a troll...you've basically proved my point. But let me difuss the situation a little. I get it, you're a smart guy who is in the industry with your ear to street of IT. I'm nowhere near an IT person...I'm just one of those idiot end-users all IT people talk about. I understand, you probably have the best antivirus software out there paid tons of money for it and I'm sure your system is better for it. But I'm going to go back to what I said earlier...please just take a step back and look at this logically from an Average Joe perspective. Wouldn't it just be BETTER for all involved if Emby worked right with Norton? I know it's not the best out there and to be honest, I would maybe even accept your arguments of why its so bad if we were to debate it over a beer, but the fact is, its not a fly-by-night company...it has some clout in the antivirus game and the fact the one of the largest ISPs backs it speaks something to Comcast customers. Most people will not have your level of expertise, knowledge or desire to invest as much in their antivirus setups as I'm certain you have so they go with whats given to them...and frankly...I'd be willing to say that the majority of them are in that category...so wouldn't the better option here for Emby AND Norton users, be to find someway to get it to work with each other? Edited July 13, 2015 by diaz1510
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 Can you not exclude the emby dir from Norton? I've tried that...but for some reason Norton keeps seeing each update as a new threat...no matter how may times I exclude it. I've got it to work using my technique above...but when the next update rolls around, I'll have to do it all over again...
bluemonkey07 590 Posted July 13, 2015 Posted July 13, 2015 And here come the trolls...it was just a matter of time...LOL Well, I've run Norton for 10 years now...never had any real issues with it...emby updates being one of them... Funny how, according to you, that's supposed to be the answer...leave something that works just fine because of one program. I'm not saying Norton is the greatest thing out there...I'm just trying to say...from a business perspective, realizing that Norton is a free service being provided by one of the largest ISPs out there, catering to a pretty large customer base...and the issues it causes with said software... ...just seems counter-productive in my opinion... Anyway, Luke, you've stepped up again, thanks for that and I'll just leave this one alone at this point.. Sorry but irony of this post compared to your original post made me laugh
bluemonkey07 590 Posted July 13, 2015 Posted July 13, 2015 What do you mean? This Norton issue has been going on for some time now. It's been brought up time and time again. To be fair, I have no idea how Norton analyzes files for deletion and I realize Norton has no way of knowing what Emby really is, but there why is this not an issue with ANY other software I own? How do THOSE software developers get there updates through Norton? This Norton issue is a REAL problem. It is used by a lot of people. Regardless of how you feel about what antivirus is better than others. I know I have the ability to control the automatic updates but the answer can't be to just never update Emby Server. How is that a fix? There HAS to be some sort of dialog between Emby software developers and Norton at some level. Maybe they need to contact Norton to add their software to some sort of authorized list or whatever... I don't know...I'm just a simple end user. Is it the way Emby packages the updates? I am no expert in this area, I just know it doesn't work...Maybe I'm asking too much...One of your complaints was exactly that emby auto updates too often for your liking. ..i was just letting you know that you have control over that
bluemonkey07 590 Posted July 13, 2015 Posted July 13, 2015 Also please tell me you are not running beta or dev release levels 1
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 Sorry but irony of this post compared to your original post made me laugh Not sure if I'm seeing what you are but ok. My main issue has never been with Emby as a whole product nor the developers directly. I am mainly frustrated that issues have been creeping up more often lately than they used. This hasn't been the only problem of late nor have I been the only one. Has Luke stepped up and come thru? Yes, 100% of the time. Their customer service and response times are what has kept me here despite the issues that effect Emby. I've always felt that I prefer good customer of a product/service that may have some issues versus being treated like crap by some big corp. For me personally, it's never the issues themselves, but how the issues are handled and fixed, in my opinion at least...and Luke and teh Emby crew have done that time and again... Was I venting a bit after I'd had some other issues the past few days?...yes. Could I have been a little more tactful about the issues I was having?...more than likely....Do I honestly believe that the Emby developers can make every single user happy with every single issue they are having?...not at all...but I still believe that the Norton issue is a big enough deal and should at least be on the radar for the Emby developers. Luke's done that with his ticket submission and that's all i was really asking for...some sort of forward movement on the issue.
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 (edited) One of your complaints was exactly that emby auto updates too often for your liking. ..i was just letting you know that you have control over that Got it...I changed the setting and should hopefully not have to update. If it makes you feel better if you would like me to give you thanks...then thanks... That doesn't mean I never want to upgrade. However, my comment still stands that never updating a piece of software shouldn't be the ultimate fix... Edited July 13, 2015 by diaz1510
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 (edited) Also please tell me you are not running beta or dev release levels Nope...was running only official release updates...I've got too many people in my household that utilize Emby to deal with beta or dev issues. Doesn't mean I wouldn't love to give my input..I just don't think I'm knowledgeable enough on the programming to really be of any help in that department. I can point out what doesn't work though, I just won't really be able to provide a solution. LOL Edited July 13, 2015 by diaz1510
diaz1510 154 Posted July 13, 2015 Author Posted July 13, 2015 Anyway, we are going round and round on this. Feel free to get the last word in if that's what will make you feel better, but Luke's done his part for me, I've got the auto-updates off, and am up and running for now. I'm happy at this point and will just wait until I either want to devote the time to dealing with how I have to update Emby or hear from the developers that they've found some sort of fix for the issue. I'll stick with Emby not because of the issues it has from time to time but because I like their customer service.
ebr 16184 Posted July 13, 2015 Posted July 13, 2015 As has been pointed out by others, the control of this issue lies mostly with Norton as they are the ones who decide what they will and will not identify as a threat. Due to the nature of what Emby does, it has a much larger chance of being falsely identified than probably any other piece of software you use and Norton does have a long history of triggering lots of false positives with lots of software (not just us but we do seem to get hit a lot). That all being said, there are two things we can do that should nullify this situation: 1) Try to talk to Norton and get them to quit identifying us as a threat. Luke has already started this process but, I suspect, it will only have limited effect. I mean, if the maker of a product tells them "hey really, we're okay, let us through" they would be stupid to do it as that's all anyone would have to do to get their virus-infected product out there. So, instead, what we need is for all of you Norton users to report to them that we are okay. If enough users say its okay then they will listen. 2) We should have a system here running Norton so we can test this with each release. We should have done this before now. Our bad. We will do this in the future.
Deathsquirrel 745 Posted July 13, 2015 Posted July 13, 2015 (edited) False positives are a problem in the AV tool, not the application falsely identified as having a virus. This is not an Emby problem but luckily the devs are very responsive and are trying to help. As a person that worked at symantec for about a decade, I wouldn't install consumer Norton AV on any PC I owned. Edited July 13, 2015 by Deathsquirrel 2
FrostByte 5392 Posted July 13, 2015 Posted July 13, 2015 As a person that worked at symantec for about a decade, I wouldn't install consumer Norton AV on any PC I owned. Assuming he's "US" Army then he is eligible for a free copy of Symantec Endpoint which is the commercial business version which is actually not bad in my opinion
fumingorilla8 0 Posted July 13, 2015 Posted July 13, 2015 I too am one of those unfortunate people that use Norton and have done so for many years, creature of habit :-) The false positive it throws up is SONAR.Heuristic.132, hope this helps with your ticket with Norton. It has driven me mad also everytime an update is applied. A restore from Norton doesnt fully resolve the problem, I feel for the original poster.
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