Norton AV - "Malicious Script" pop up problem - Outlook Express - Charter broadband

[Scott]

When I check my e-mail (Outlook Express) I'm always getting an error message
from my Norton Anti Virus (SystemWorks 2004 version). It keeps popping up
and I want it to STOP popping up. The file that Norton keeps seeing as a
"Malicious Script" seems to be file from the Charter Pipeline (Charter is my
broadband/cable service) folder on my computer. Here's the message I'm
always getting:
Norton AntiVirus
Malicious Script Detected - High Risk - Your computer is halted and needs to
do something about this script.
Object: Windows Script Host Shell Object
Activity: Run
File: c:\Program Files\Support.com\Charter\vbs\tsoe-confirmprotect.vbs

I choose "Stop this script (recommended)" and click "OK" every time to get
rid of the pop-up window. Everything's fine - I still get my e-mail, there
doesn't seem to be a problem with that, but the error message pops up EVERY
time I check my e-mail. Why does this error keep popping up - and how can I
get it to stop popping up? My Norton SystemWorks is up-to-date and I just
ran a complete scan - I have no viruses on my computer. Also - this folder
from Charter is about 30MB in size, I'm not really sure why I have it or
what's in it. It was put on my computer when my cable internet was set up.
If anyone has ANY help/advice as to how I can get rid of this pop-up error
message - please let me know.

 

[Nick FitzGerald]

File: c:\Program Files\Support.com\Charter\vbs\tsoe-confirmprotect.vbs

Submit the file to Symantec (makers of Norton AV) and explain what you
did here. They will analyse the file and if it's a false positive (seems
likely here) they'll fix their scanner so as to not detect file. If it
really is "malicious" they'll report that to you too and explain what to
do from there...