Norton 360

[fuss7749]

Hi Tony,I need your help as I am totally fed up with the Symantec tech staff.Over the past 4 days I have been in contact with tech support no less than 8 times.Yet as I type this the problems with my N360 persist.On two occasions the tech staff have not rang me as promised leaving me to sit by the phone waiting for the promised calls which never arrive.Tech guy after tech guy do exactly the same fix which leads to exactly the same results.I tell them that the previous tech guy tried that but they insist on doing it anyway.I now have nothing but contempt for these people.I know it is cheap to use staff in India and they know the English language but they don't know the context and the nuances in which we talk.It is incredibly frustrating talking to someone who is reading off a manual and doesn't have the ability to veer off that manual.Now for the problems with my N360.Despite these techs uninstalling and reinstalling the N360 at least 5 times the symantec framework problem persists.As I write this it has just happened again and my norton has gone.The second problem is when I run the updates or a scan it tells me that it "failed to check for some updates".Three tech staff have tried to fix this with no success.Tony,what am I to do?There is no point ringing the inept tech support again as they don't have a clue.I await your response and thank you for taking the time to read this.

<<edit: Subject edited for clarity>>

Message Edited by TomV on 08-25-2009 01:12 AM

[mdturner]

Go to this thread

 http://community.norton.com/norton/board/message?board.id=Norton_360&thread.id=18466

ask for the hotfix to be sent to you.

[fuss7749]

Mdturner,thanks but techy after techy have applied that fix.For some reason it isn't working for me.

[mdturner]

OK.

The forum needs some basic info then. I know you probably gave that to the help desk techies but we do not have access to that being, basically, a bunch of Symantec users providing a self-help forum.

What operating system are you running and at what service pack level.

What version of Norton 360 Software do you currently have installed go to Help&Support>About.

What message(s) are you getting along with error codes received - if any.

Thanks

[fuss7749]

XP PRO-SERVICE PACK 3 and I think the N360 is 3.5.2.10 It has gone again so I can't check.One pop up reads "Symantec Service Framework has encountered a problem and needs to close".The other is when I run for updates and it reads"Failed to check for some updates".

[mdturner]

Thanks for that. How was the uninstall carried out. Was it just add/remove or did you use the Norton Removal Tool.

[fuss7749]

The techs used the Norton removal tool.In fact the last tech even went into my pc and removed extra things as well.I was watching the poor guy and everything he did failed.

[dbrisendine Norton Fighter]

This is a long shot but the last message made me wonder about your system.  Please do the scan below and provide us with the log for review.  Thank you and sorry for your troubles.

---

Please download SysProt here http://homepages.slingshot.co.nz/~crutches/SysProt  and run it.

Choose the Log tab and select all the items in the Write to log box. Then select Create Log to start scanning. When it is done, a message window will appear with the location of the log file.

Please attach the log file to a post here; the Add Attachments links is below the orange Post button. Thanks

[yogesh_mohan]

Hi fuss7749,

Sorry for the trouble you are facing with Norton program.

Just to check:

Are you using English version of Norton 360?

Do you have any other Security programs or AntiSpyware programs?

Did you try running the Norton Removal Tool multiple times(2-3 times, restarting the computer after each time you run it) and then installing Norton 360?

If you have not tried that yet, I would recommend you to do that first. Run the removal tool atleast 3 times, restart the computer each time it run and then reinstall a fresh copy of Norton 360. You can also try to run the hotfix tool after disabling the Norton Tamper Protection.

Yogesh

[Vineeth]

As far as I know, the Hotfix is to sort out the issued cased by the 3.5 patch. But if you uninstall and reinstall Norton 360, there is no chance to get this 3.5 build. You would get the 3.0.0.135 build and running LiveUpdate also will not take you back to the 3.5 version as the patch has been pulled back. Do you mean to say that you still get the 3.5 version after reinstalling Norton 360?

Vineeth--