Norton Internet Security / Norton AntiVirus

[Tim_Lopez Administrator]

Hello n2009user27,

I understand your frustration We're not planning on rolling back the patch.

The issue being discussed on this thread does have a simple workaround that stops the issue from occurring - disable Office Document Scanning. Your computer will still be protected with our many other layers of protection that keep an eye on every aspect of the computer's activities. Because we have this workaround available, it's not necessary to pull the patch. Don't think that this means we're brushing the issue aside. We're not. We're working on correcting it in a future update as I had explained previously. 

The Identity Safe issue that you're talking about is an issue that can be corrected with a smaller update targeted just to the Identity Safe component, so it's not necessary to pull the patch to resolve the issue. 

Sorry for the inconvenience!

[The_Hulk]

[url]http://community.norton.com/t5/Norton-Internet-Security-Norton/Problem-opening-Word-documents-since-...

I should like to say that I find it an outrageous matter of Symantec for not reporting directly to customers. The problem has long been known and extensively discussed in the above link and the client/customer knows nothing!. I receive newsletters, be part of community watch, all worthless useless things. Hour after hour I worked on this issue not knowing what was going on and I have thousands of Word-documents. Symantec let you work completely unnecessary on a problem that has long been known.

 I have a Norton Account, e-mail address is also known. I get newsletters. We live in 2012, so what is the problem, informing the customer immediately.

Don't tell me. I'm mad as hell. It cost me halve a day. Who is going to pay me for the lost hours? Always I send feedback by the programs of Symantec (NIS and Ghost). Never they listen. I'm member of community watch. What do they do in this kind of matters? Nothing, they are sleeping. I have a Norton Account, My e-mailaddress is known. What are they doing? Nothing!

Thank for your explanation, but this is really not enough. Symantec has to make a possibility to inform the customers when a problem occurs and is known. So they have not to work hours and hours to solve a problem that Symantec already knows.

[neels]

I updated to 19.5.0.145 yesterday. Running Win 7 Pro (64bit) and Office 2010 (64 bit). All Office apps appear fine, including Word. No problems with any other applications either. Everything working as it should.

[n2009user27]

[Hello n2009user27,

I understand your frustration We're not planning on rolling back the patch.

The issue being discussed on this thread does have a simple workaround that stops the issue from occurring - disable Office Document Scanning. Your computer will still be protected with our many other layers of protection that keep an eye on every aspect of the computer's activities. Because we have this workaround available, it's not necessary to pull the patch. Don't think that this means we're brushing the issue aside. We're not. We're working on correcting it in a future update as I had explained previously. 

The Identity Safe issue that you're talking about is an issue that can be corrected with a smaller update targeted just to the Identity Safe component, so it's not necessary to pull the patch to resolve the issue. 

Sorry for the inconvenience!

Hello Tim,

Thank you for your quick response.

I understand what you are saying, but would it be possible in a future release to give users the option of either rolling back to a previous version or, better still, not receiving the latest version update until they choose to do so (e.g. via a tick box)?

I note the current workaround, but am a bit hesitant about disabling MS Office virus scanning as you suggest.  After all, if we're still safe because of all the other checks it does, then why has NIS got a separate option to scan viruses in MS Office in the first place?

Thanks for your help.

[n2009user27]

I understand your frustration We're not planning on rolling back the patch.

The issue being discussed on this thread does have a simple workaround that stops the issue from occurring - disable Office Document Scanning. Your computer will still be protected with our many other layers of protection that keep an eye on every aspect of the computer's activities. Because we have this workaround available, it's not necessary to pull the patch. Don't think that this means we're brushing the issue aside. We're not. We're working on correcting it in a future update as I had explained previously. 

The Identity Safe issue that you're talking about is an issue that can be corrected with a smaller update targeted just to the Identity Safe component, so it's not necessary to pull the patch to resolve the issue. 

Sorry for the inconvenience!

[The_Hulk]

 

[quote]I understand what you are saying, but would it be possible in a future release to give users the option of either rolling back to a previous version or, better still, not receiving the latest version update until they choose to do so (e.g. via a tick box)?

I note the current workaround, but am a bit hesitant about disabling MS Office virus scanning as you suggest.  After all, if we're still safe because of all the other checks it does, then why has NIS got a separate option to scan viruses in MS Office in the first place?[/quote]

That is no solution. You have to know what the problem is in the first place! I didn't know and hadn't a clue where the error came from. See the image-error. Does it tell Norton is the cause? No! Not at all. First you think of Word its self. Than you do a system restore. You go work on Normal.dot. etc. etc.

Normally NIS works perfect and I trust the solution of Tim completely. I disabled the scanning of MS office and can work now. Why not inform the customers? I disabled community watch, I don't want to receive newsletters/e-mail from Symantec anymore. All that is for their own purposes and they give a dam for the customers.

[n2009user27]

[That is no solution. You have to know what the problem is in the first place! I didn't know and hadn't a clue where the error came from. See the image-error. Does it tell Norton is the cause? No! Not at all. First you think of Word its self. Than you do a system restore. You go work on Normal.dot. etc. etc.

Normally NIS works perfect and I trust the solution of Tim completely. I disabled the scanning of MS office and can work now. Why not inform the customers? I disabled community watch, I don't want to receive newsletters/e-mail from Symantec anymore. All that is for their own purposes and they give a dam for the customers.]

Hi The_Hulk,

Yes I agree that you have to know what the problem is in the first place, but I watch this forum quite regularly to see what issues people are finding.  By doing this, I hope to get some advance notice of any important issues with a new version.

For example, I never upgrade to the "annual" major NIS Release (e.g. NIS 2011 to NIS 2012) until a few months after it has been announced, specifically to give me a chance to see if there are any common issues reported in this forum.  The annual major upgrade is more controllable because you have to actually download and install it, rather than LiveUpdate pushing it down automatically like it does with the intermediate versions.

All I'm saying is, if Norton gave users the option of whether to update to a new intermediate version or not (i.e. when the new version is not a major new release like the annual upgrade), then the user would be more in control.  Under such an arrangement, the user could be prompted somehow (maybe through LiveUpdate) that a new version was available, so they could then wait a few days/weeks (if they wanted to) before updating, and in the meantime go on to this forum to see if there are any common issues or showstoppers that people have found. 

[Tim_Lopez Administrator]

Hello n2009user27,

We have the feature still because some users have relied on the feature in past years before we had the newer layers of protection. I'm sure they would be upset if we removed the feature. However, it is important to note that this feature is disabled by default. 

[Tim_Lopez Administrator]

Hello The_Hulk,

I understand you want a way to receive information whenever we have trouble. The problem with doing that is that we would be informing a wide audience of issues that they may not actually come across, such as this issue. Since Office Document Scanning is off by default, the majorify of the people wouldn't have this issue and thus the information wouldn't be relevant to them.

One of the best ways to stay in the loop of this stuff is these forums. I know it's not as easy as having an email delivered to you, but it's one of the best ways to get the latest information quickly and most of the times directly from the Product Teams and Engineering. If we did send out emails to those affected, I could guarantee you that the process of doing that would take much longer than you think, and the topic would have likely already have been discussed for a few days if not a week already on the forums. 

There have been some instances in the past where we have sent out an email regarding an issue. Although I don't remember the specific situation (and it may have been in regards to a Public Beta issue), I do know that it can happen. However, I believe one of the factors is that it has to be something that affects everyone. 

[dickyknee]

Hello all yes I have 3 computers 2 x XP and 1x Vista 32bit and same problem on all 3 with error message in word 2007 wish i read your community posting as i spent  a few hours finding the problem, hope the fix wont be long away 

[Tim_Lopez Administrator]

Hello dickyknee,

Here's a temporary solution: 

http://community.norton.com/t5/Norton-Internet-Security-Norton/Problem-opening-Word-documents-since-...