Norton Internet Security / Norton AntiVirus

[smithy Super Virus Trouncer Mobile Master (Norton Mobile Users Discussion Forum)]

Hi

i have a issue with Reputation Full Scan in Norton Internet Security 2012.

I have 2 Laptops both running windows 7 and NIS 2012 and both on a the same wireless network.

One will work fine when i carry out a Quick or Full Reputation Scan where as the other will only do a Quick Scan successfully and if i try to do a Full Reputation Scan it stops half way thru and gives a message to say



But the thing is i can do Insight check using NIS 2012  controls panel -Perfomance then Application Ratings with no issues at all.

It confuses me as the info the 2 applications use come from the same Symantec Server i guess.

Contacted support they did remote control of problem laptop but i had the tech support stumped they did not know what to do except to pass on the problem to the program developers to hopefully create a patch to resolve the issue.

as i have found they have had the same issue in the past with NIS 2011 and a patch was made to fix the issue back then.

Anyway as i explained to the tech and we both agreed that the Reputation Scan does not assist the Full Computer Scan to speed up the scan time so less files are scanned each time because that is the part of Norton Insight Application ratings.

Perhaps i do not even have to worry about Reputation Scans as far as i can remeber NIS 2010 did not even have that application in the program so maybe just a toy i do not need to use and stick with Norton Insight and Computer Scans Quick and Full only to protect my Laptops.

If anyone has the same issue please post so i know i am not going mad with the only computer with this problem.

Very Happy Norton user except for this little issue but i also understand fully that this is a very new program that might have a few bugs to be ironed out yet and fixed.

Thanks

[smithy Super Virus Trouncer Mobile Master (Norton Mobile Users Discussion Forum)]

Hi

i have a issue with Reputation Full Scan in Norton Internet Security 2012.

I have 2 Laptops both running windows 7 and NIS 2012 and both on a the same wireless network.

One will work fine when i carry out a Quick or Full Reputation Scan where as the other will only do a Quick Scan successfully and if i try to do a Full Reputation Scan it stops half way thru and gives a message to say



But the thing is i can do Insight check using NIS 2012  controls panel -Perfomance then Application Ratings with no issues at all.

It confuses me as the info the 2 applications use come from the same Symantec Server i guess.

Contacted support they did remote control of problem laptop but i had the tech support stumped they did not know what to do except to pass on the problem to the program developers to hopefully create a patch to resolve the issue.

as i have found they have had the same issue in the past with NIS 2011 and a patch was made to fix the issue back then.

Anyway as i explained to the tech and we both agreed that the Reputation Scan does not assist the Full Computer Scan to speed up the scan time so less files are scanned each time because that is the part of Norton Insight Application ratings.

Perhaps i do not even have to worry about Reputation Scans as far as i can remeber NIS 2010 did not even have that application in the program so maybe just a toy i do not need to use and stick with Norton Insight and Computer Scans Quick and Full only to protect my Laptops.

If anyone has the same issue please post so i know i am not going mad with the only computer with this problem.

Very Happy Norton user except for this little issue but i also understand fully that this is a very new program that might have a few bugs to be ironed out yet and fixed.

Thanks

[Bombastus]

This is well known, reported, and Symantec is aware of the issue.

http://community.norton.com/t5/Norton-Internet-Security-Norton/Reputation-scan-cannot-cannot-to-Inte...

[smithy Super Virus Trouncer Mobile Master (Norton Mobile Users Discussion Forum)]

Hi Bombastus

thanks for the reply i did not look thru the forum for any other posts.

It is good to know it is not just me as the Norton Tech Support guy said he had not heard or seen the issue.

Anyway i am sure Symantec will fix the issue.

Again thanks for your reply.

Cheers

[squibbon]

Does it freak anyone out that a Symantec SUPPORT TECH would be unaware that this issue even existed in NIS 2012??

[Bombastus]

In my experience, "technical support" rarely have the expertive regarding the product you'd expect. This observation is in no way Norton-specific.

[squibbon]

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Bombastus wrote:

In my experience, "technical support" rarely have the expertive regarding the product you'd expect. This observation is in no way Norton-specific.

---

As an internet tech support specialist, I would beg to differ with your observation.  Most of the techs I have had the privilege to work with are quite knowledgeable about what products and services they support.  If they don't know an answer to an issue, they know where to go and who to talk to research an issue and resolve it.  They certainly don't tell a user that 'they don't know about it' and leave it at that.

The Norton support tech the original poster dealt with should have had access to a database of known issues with NIS 2012, including the problem with the full reputation scan, or at least been able to check the Norton Community's forums for reports from users and give the original poster a more informed answer.

[xxJackxx Spyware Scolder]

I assume soneone is going to fix this at some point? It has been a known issue since this product launched.

[Goosi71]

When I contacted Tech Support about this, not only did they not know it was an issue, they actually told me that Symantec's servers were currently down, which was not true at all, I believe. Then the Tech Support guy took over control of my PC (with my permisson of course) only to completely lock himself out by choosing to Block All Network Traffic in the NIS settings. To be honest it doesn't surprise me at all that the Tech Support you spoke to knew nothing about this, based on my own experience with Symantec's Tech Support the other day. Anyway, I also hope Symantec will fix this soon, because, indeed this is a known issue right since NIS 2012 launched and it's taking ages to roll the fix, it seems.

[DarkSta]

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squibbon wrote:

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Bombastus wrote:

In my experience, "technical support" rarely have the expertive regarding the product you'd expect. This observation is in no way Norton-specific.

---

As an internet tech support specialist, I would beg to differ with your observation.  Most of the techs I have had the privilege to work with are quite knowledgeable about what products and services they support.  If they don't know an answer to an issue, they know where to go and who to talk to research an issue and resolve it.  They certainly don't tell a user that 'they don't know about it' and leave it at that.

The Norton support tech the original poster dealt with should have had access to a database of known issues with NIS 2012, including the problem with the full reputation scan, or at least been able to check the Norton Community's forums for reports from users and give the original poster a more informed answer.

---

Let me shed some light to this issue.  I remember last time when I contacted tech support regarding a delay in LiveUpdate, I posted a link to the relevent thread in the Norton forum.  However, they told me that they cannot take a look at the link (persumambly since they run on intranet and the forums is considered a "third party" site or an "external site").