04-21-2008 10:41 AM
PLEASE FORWARD TO WHOM IT MAY CONCERN
Probably I am at the wrong place here, but I can't find any possibility to contact your support department by normal mail.
I searched my head off to find an emailaddress, but you seem to have removed all possibilities of normal email support (or hidden it somewhere down deep).
Chatting or Phone support? Chatting costs lots of time (which I don't have) and Phone support costs money (for a problem with Your own product, which I refuse to pay!). It occurs to me that you did your utmost best to avoid normal support and make it your customers as difficult as possible when this is needed.
So the only way to send you a normal email with a problem with your product is through this channel.
I would appreciate it if I would get a usable answer back to my emailaddress as soon as possible.
My problem is simple:
Since I installed Norton 360 on my workstation, I can't access MSN Messenger or any https-sites anymore.
It seems that Norton blocks all secure websites communicating with https. Did it block the ports?
I work also with a Watchguard firewall which didn't have any changes in the configuration for months before Norton 360 is installed.
Besides my other computers (Mac, pc's and server Win 2003) without Norton can access those sites and Messenger without a problem. If it would be the firewall, those would be blocked too.
The only pc which is blocked is the one with Norton 360.
I also can't find anything in the configuration of Norton that I can change to open a port to secure websites or so.
Actually the design of this program is so unlogical and incomplete that one can't find anything there.
Maybe I bought the wrong product for my workstation, but then again this was not explained clearly at your selling site.
If this problem can't be solved by the end of this week, I don't see any other solution than throwing all Norton products in the trash can and buying another non-symantec product which hopefully will work.
My appologies about being rude here, but I really searched for more than an hour to find a way to contact you and as you read I didn't succeed. All ways to normal support are cut off! This is no service at all!
So, please, a word of usable advice...
Solved! Go to Solution.
04-21-2008 11:59 AM
If you are interested in contacting the Symantec Customer support team about this issue, please visit the following site, where you can choose the Email contact option:
04-21-2008 12:10 PM
You can also access support by clicking on Support from within the product. You can access by first clicking on "Help & Support" and then "Support."
04-21-2008 12:38 PM
I'm sorry to hear about your frustration trying to get support. Norton 360 was actually revolutionary in how it provides support to customers. If you haven't seen it or tried it, I'd highly recommend it (click here for details) . Different regions have different support options, but North America does offer phone, chat and email support 24x7. You can also visit on the web (US) via http://www.symantec.com/norton/support/selectprodu
As to the problem that you are encountering with accessing MSN messenger and secure (https) sites. There is a document available that should help with the MSN portion available here - as for secure web site access, it would be helpful to have a couple of examples if you could provide them. In the meantime, this document may help.
Let us know how it goes.
04-22-2008 06:55 AM
I read your recommendations for accessing MSN Messenger and https sites.
I tried all of them, but no result at all.
In the past I already thought it would be the firewall. Therefore I unchecked it totally. I also sustained all acces to all rules made by the firewall. I also couldn't get in.
This time I sustained all access that occurs in the firewall program rules. I still can't get in.
At this moment (after changing the rules according to your latest recommendations) Messenger can't login and the other sites are still unreachable.
The only thing I can do is uninstall Norton 360 according to the recommendations of your support notes.
I will do that tomorrow.
Thanks for your concern. It's a problem that should not occur in a program like Norton 360. It blocks exactly those sites which are most reliable first, which is contradictory to what it should do.
I also appologize for my rude first mail, but I was really frustrated and I also see now why I couldn't find any email support posibilities.
They all are accessed through a secure site which I can't access.
I will keep you informed.
04-22-2008 07:12 AM
If you are unable to access anything that uses SSL and disabling the Firewall and Transaction Security had no effect, I would look at the digital signing within Windows. I'd do the following:
Go to Start, then run
Type in regsvr32 softpub.dll wintrust.dll initpki.dll dssenh.dll rsaenh.dll gpkcsp.dll sccbase.dll slbcsp.dll cryptdlg.dll
After that, test to see if you can access secure sites.
04-22-2008 11:01 AM
I did the run of the commands in the start menu and they all showed the message that the process was done succesfully.
After starting Internet Explorer and then going to a secure site (my bank) I was redirected to a site which states that SSL should be sustained to be able to access this site.
It showed a procedure to see if this is the case: Check 'Use SSL 3.0' under the menu 'Extra/Internet Options/Advanced'.
This was already checked and I still can't access any https sites.
04-22-2008 12:19 PM
You mentioned earlier that you tried unchecking the firewall, did that include both the Norton 360 and Watchguard firewalls? Which version of Norton 360 do you have installed? Could you check the version of SymNPPWA.dll found in c:\Windows\System32?
04-22-2008 02:20 PM
I only unchecked the Norton 360 firewall and not the Watchguard because I concluded that all computers wouldn't be able to access secure sites if it would be the Watchguard.
The version of Norton 360 is 18.104.22.168
I only installed it about 2 weeks ago.
The version of SymNPPWA.dll is 2007.1.7.20
I also found this site on the internet:
I did all the recommendations there and still no access to secure sites.
04-22-2008 02:26 PM
hi Jack - sorry to hear that you're still fighting this one. i don't see it mentioned anywhere else, although some of the steps appear in links peppered throughout this thread. but MS appears to have the most comprehensive "what to do if..." doc on this: