Troubleshoot: COMSAE Browser not Downloading

Issue Summary

Users may encounter a failure when attempting to download files from certain websites. The initial download page may not load properly, and the download itself may not trigger. This issue has been identified as being caused by Norton 360 Smart Firewall.

Root Cause

Norton 360 Smart Firewall may block access to specific download pages or prevent downloads from initiating due to its security filtering.

Resolution Steps

Step 1: Temporarily Disable Norton Smart Firewall

Open Norton 360.
Navigate to Settings > Firewall.
Under the General Settings tab, toggle Smart Firewall to Off.
Choose "Until system restart" to ensure the firewall is automatically re-enabled later.
Retry accessing the download page and initiate the download.

✅ Result: The download should now proceed successfully.

Step 2: Address False Positive Quarantine

After downloading, Norton may flag the file as a Trojan and quarantine it. This is a false positive.

To restore the file:

Open Norton 360.
Go to Security > History.
Locate the quarantined file under Quarantine events.
Select the file and click Options.
Choose Restore & exclude this file.
Confirm the action to add the file to the exception list.

✅ Result: The file is restored and can be opened without further interference.

Additional Notes

Always ensure the source of the download is trusted before disabling firewall protections or restoring quarantined files.
Consider submitting the file to Norton for analysis to help improve future detection accuracy.

Resolving Download Failures and False Positives with McAfee Antivirus

Issue Summary

Users may experience issues where a download page fails to load or the download does not initiate. This can be caused by McAfee Antivirus or its firewall settings. Additionally, McAfee may falsely flag downloaded files as malicious and quarantine them.

Root Cause

McAfee's firewall or real-time scanning features may block access to certain download pages or interfere with the download process. After download, McAfee may incorrectly identify the file as a threat (false positive) and quarantine it.

Resolution Steps

Step 1: Temporarily Disable McAfee Firewall

Open McAfee Total Protection.
Go to PC Security > Firewall.
Click Turn Off.
Choose the option to disable until next restart.
Retry accessing the download page and initiate the download.

✅ Result: The download should now proceed successfully.

Step 2: Restore File from Quarantine

If McAfee flags the downloaded file as a Trojan and quarantines it, follow these steps to restore it:

Open McAfee Total Protection.
Navigate to PC Security > Quarantined Items.
Locate the quarantined file in the list.
Select the file and click Restore.
When prompted, choose to Add an Exception to prevent future false positives.

✅ Result: The file is restored and can be opened without further interference.

Additional Notes

Always verify the source of the download before disabling security features or restoring quarantined files.
You can submit the file to McAfee for review to help improve detection accuracy: McAfee Threat Center