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Contributor
DerekGCWhite
Posts: 14
Registered: ‎05-06-2008

Symantec Chat service

I have a number of problems one of which was dealt with earlier today using the CHAT service, I am now attempting to use the CHAT service again today for System Works Basic Edition

The "Install Software Support" screen loads and 2. checking is complete

I answer CONTINUE to start the software download

A pop up box let me know SymADataWeb.msi is about to be downloaded shall I RUN/SAVE

I say RUN (as I did earlier in the day)

The software downloads and the starts

The webpage is stopped on 3. Downloading Software. I never get to the CHAT room

 

Can anyone point me in the correct direction?

Stu Rootkit Eradicator
Rootkit Eradicator
Stu
Posts: 5,210
Registered: ‎04-08-2008

Re: Symantec Chat service

What was your question? Maybe we can help?
"All that we are is the result of what we have thought"
Contributor
DerekGCWhite
Posts: 14
Registered: ‎05-06-2008

Re: Symantec Chat service

How do I use the CHAT service when following the instructions does not work?
Contributor
DerekGCWhite
Posts: 14
Registered: ‎05-06-2008

Re: Symantec Chat service

Whoops, from the silence I have obviously crossed some line so apologies if I have

 

In summary my problem is:

When using the CHAT service there are 5 steps to go through before I get actually connected to a CHATTER (is that the correct term?). Yesterday during the first part of the day I successfully used the CHAT service however; later in the day when I attempted to use the service I get to stage 3 (the part where the software is actually downloaded). Stage 3 initiates but never completes i.e. the information is gathered but the download does not actually start

 

Does anyone know how I can get past stage 3 and onto stage 4 & 5 of the CHAT set-up process?

Stu Rootkit Eradicator
Rootkit Eradicator
Stu
Posts: 5,210
Registered: ‎04-08-2008

Re: Symantec Chat service

Are you using a specific webbrowser?
"All that we are is the result of what we have thought"
huwyngr
Posts: 21,814
Topics: 1,038
Kudos: 2,861
Solutions: 379
Registered: ‎04-13-2008

Re: Symantec Chat service

I can't remember for sure for orton Chat from when I used it, but for many such applications the downloading of the Chat Applet is a one off thing and you don't need to download it every time you want to chat -- unless you deliberately uninstall it.

 

Perhaps that is why you can't install it a second time after downloading it?

 

Just a guess on my part. I'm sure one of the Norton staff will sort this out for you.



Hugh
Contributor
DerekGCWhite
Posts: 14
Registered: ‎05-06-2008

Re: Symantec Chat service

I am using Windows Vista and IE 7

 

There by lies the run, I am attempting to use Norton staff to address an issue and it is contacting them where I am falling down. Until I can resolve the CHAT challenge I am not sure how else to contact them as I have been totally unsuccessful using e-mail

 

You have given me an idea though, I will attempt to uninstall the CHAT software and start again

Newbie
bjashton
Posts: 2
Registered: ‎04-27-2008

Re: Symantec Chat service

I had the same problem using Vista SP1 and IE7. The solution as you guessed was to uninstall the chat software and then refresh the IE7 window. It downloads, installs and software again and then lets you proceed.

 

Annoying but at least you can work round it. (The 6th time gets boring though...)

Symantec Employee
SamanthaW
Posts: 2
Registered: ‎06-26-2008

Re: Symantec Chat service

Hi Derek -

 

Perhaps I can help....here is what I would recommend:

 

1) Navigate to Settings/Control Panel/Add-Remove Programs

2) Locate Symantec Technical Support Web Controls

3) Remove this

4) Reboot machine

5) Navigate back to Chat, using IE

6) You will be prompted to reinstall the Symadataweb.MSI package.  Click "Run", as you previously had attempted

 

This should fix your problem - but let me know if it doesn't!

 

Thanks,

 

Samantha  W

Support Applications Manager, Symantec 

Contributor
DerekGCWhite
Posts: 14
Registered: ‎05-06-2008

Re: Symantec Chat service

SamanthaW,

 

Many thanks for your reply and suggestions

 

I am unable to follow tour recommendations until Sunday however; I will do so then and let you know

 

D