01-23-2011 11:03 AM
For assistance in helping other users:
1. Read the OP's post thoroughly for any required information such as operating system, Norton version, browser, and so forth.
2. Determine the actual problem the OP is having: scanning, connecting, networking, malware, installation.
3. Consider the possible cause of the problem. Connectivity could be the problem, but malware the cause. Ask questions, get the required information, keep an open mind.
4. Consider what diagnostic programs can be suggested to narrow the field of possible causes.
5. Do a search on the forum community for similar problems to see if it has been solved in past threads.
6. Read the searched threads carefully to prevent providing a thread where the suggested fix did not work.
7. Read lots of threads. They are all interesting. Know what Norton products can do as well as what they can't do or are not allowed to do.
8. Make suggestions for a fix, or repair, or recommend a better forum option or local repair outlet for repairs or remediation.
9. The purpose is to get Norton working correctly in the OP's machine, while protecting his machine from harm. Dealing with Windows files, settings, registry, and malware can be a risky business. It serves no purpose to fix the problem while losing the operating system. Recommend backing up important data.
10. Everyone has some specialized knowledge on how to do certain things as a result of training, research, or as a result of already making the same mistake. It is all useful on the forum.
01-23-2011 11:18 AM
Nicely worded. This should be made a sticky!
I think it should also be asked more often than it is, if the OP has any sort of imaging backup program like Norton Ghost or another one. This is missed all too often and sometimes could be the easiest way to restore things back to normal on really involved or serious problems.
I tend to recommend an imaging backup program going forward after a user has dealt with an issue the hard way. Users will be more receptive to the importance of an imaging backup program after they have had to spend many hours or days to fix a problem that could have been recovered from in minutes with an image backup.
Also add that reading previous threads from the OP of the newest thread is very important as well. This gives some background on the problems a particular user has faced over time and many times this is absolutely crucial in working on and diagnosing the newest problem.
Good topic Delph!