04-19-2008 11:47 AM - last edited on 04-19-2008 12:00 PM by Tony_Weiss
I cant get over how bad your customer service is, it is mind blowing how much your technicians fail.
Right, 9 hours ago, this morning, I run a full system scan with norton 2008, the only antivirus software I have installed.. I get an error message "an error occured during the scan" and a window telling me symantec live frameworks needs to close. So I close norton, reopen and go to the chat function of the support page.
First technician: Remotely controls my desktop, reinstalls norton, scan doesnt work, same as before, norton crashes again which closes my session. I try the chat feature again.
Second technician: I explain everything that has just happened, he controls my computer remotely and runs a scan, it crashes, but norton doesnt close so my session is still live, he "escalates my problem" to a technician who spoke barely understandable english.
Third Technician: This one almost makes me laugh. This "escalated technician" remotely controls my computer, and says " we need to run the scan in safe mode." So off he goes, restarts my computer in safe mode WITHOUT NETWORKING. The remote chat assistant thing cant connect to the internet, therefore cant connect to the technician. Session over... I restart my computer, again.
Fourth "Technician": Right, so i'm in the chat window with another technician, he remotely controls my computer, and tells me we need to uninstall norton again, i assure him it wont work, he does it anyway, he's downloaded the norton remover, and uninstalls the program differently somehow, reinstalls differently somehow and assures me this will fix my problem. He actually said to me "this will definately solve your issue." So we open up norton to find my my firewall is now off. We go into options and find that Internet Worm Protection is now off and can't be turned on. He clicks the on button ten times or so to no avail. He tells me it's not working because we need to restart my computer in normal mode (earlier he had me do a scan with all my non microsoft/symantec startup progams disabled.) So we restart in normal mode, still Internet Worm Protection won't turn on. The technician tells me we need to send error logs and system logs and what not to norton for closer inspection. So we download the logging tool, restart my computer, send off all the logs and when windows loads up, the chat session for the remote assistant thing has timed out. Once again I lose my session.
Only once was i given a session code so I could reactivate the session, this was given to me by the "escalated technician." however, literally within three seconds of him typing the code to me he restarts my computer.. so I had no way of writing it down.
I am seriously losing my cool here, all that has happened in the last 9 hours is that I now have no firewall.
[removed by admin]
Please, by all means comment on this post, I want feedback and I want my problem solved or I want a refund.
Admin Edit: Subject renamed, messaged edited for appropriate content
04-19-2008 12:46 PM
hi Sint - sorry to hear about your miseries with support. looking at the problem description, i'd be curious to know if an error is being reported through the program - here's how:
"click on the Norton Internet Security tab and open the Reports and Statistics section and click "View Activity Log". At the bottom will be an Error Messages section. If you can relay to us what you see there I think it will help us figure out what's happening"
also, did the scan stop on a particular file. i've seen the scanner stop on large, compressed or encrypted files before. if you've encountered the problem with scanning more than once, are there any similarities to the behavior (happens at the start or on the same file, for example).
04-19-2008 07:14 PM
I have faced nearly the same situation, where the "Full AV-scan" of NIS 2008 stopped at the same folder in Windows - inf - but not exactly the same file. The elapsed scantime was appr. the same = 18 minutes.
My reactions was. One of the most important functions in my system did not work. Frustrating !!
This happened after upgrading XP SP2 to Vista Ultimate SP1 - SP1 included in the Vista installation package.
What to do ??!!
1. Try again to do thís upgrade being more careful in handling the info regarding certain programs and functions provided by the Vista -installer.
Did not change anything at all !!
2. Uninstalled AddonPack.
No change !!
3. Installed N360 v2 over NIS 2008.
It worked !!
4. Uninstalled N 360 V2 and reinstalled NIS 2008.
Fantastic !! NIS 2008 "Full AV scan" completed without any issues !!
5. Installed NSW for Vista basic version, that by the way indicated things were not working properly in first steps.
Fantastic !! This also work better than ever before.
My conclution says, there must have been some Symantec/Norton leftover files on that XP SP2 setup, that the N360 v2 uninstall-cleaning up proceedure has taken away.
My upgrade of Vista Ultimate SP 1 is now working with a performance higher compaired to any of my earlier experiances.
Add On Pack 220.127.116.11 is installed as well !!
My small finding can possibly be of help in your future troubleshooting.
04-20-2008 08:39 AM
hi Kurt - i think your assessment is very plausible (that the install of 360 removed nis 2008). just to make sure i have the scenario down, can you confirm this outline?:
winxp sp2 installed with nis 2008
installed vista ultimate over top of xpsp2 as an "upgrade", that installed vista sp1 as well
nis 2008 - working fine prior to upgrade - began to fail full scans at .inf folder
removed add-on pack - no change to problem
installed n360v2 over nis 2008 - problem resolved
installed nsw basic on top - no further problems apparent
installed n360v2 add-on pack - still no further problems apparent
04-20-2008 08:55 PM
hey Kurt - i had a system with Vista on it and ended up going back to xpsp2 for performance reasons... i turned down the excessive graphics treatment, indexing, animations and the like and still wasn't satisfied. i'd be interested to know what improvements - if any - you've noticed with sp1. i heard that some performance issues were addressed, but didn't get a sense for whether they were meaningful or not.
04-20-2008 11:56 PM
Vista SP1 "all in one" has ment a lot of performance improvement if I compair with
I have also made an installation of the standalone SP1 on my 2 nd system, Vista Business upgrade
from febr 2007. There I have not seen any significant performance improvements at all. Instead I got a long
stabillisation period of nearly a week.
Summarising my experiences on Vista SP1:
Use the Vista SP1 "all in one".
When that is not at hand, do not expect any significant performance improvements.
Looking at functions I have not seen anything new.
One alternative with the standalone SP1 is to do a clean boot and add SP1 directly on top
of the basic Vista version.
I have not done that, but on XP SP1 to SP2. It worked very well, and added improved performance!!
04-23-2008 11:36 PM
I have recovered back to a setup - Vista incl NIS 2008, Nsw for Vista, NSR v 2 and NAB v 1.1.838,
and have done an SP1 installation on top of it.
Also using a 4 GB USB Flash memory as a so called "ReadeBoost" -function.
This memory has improved performance earlier by appr 25 % decrease in "Full AV-scan time" using NIS 2008 and also N360 both v1 and 2.
The actuall results on this SP1 installation will take a few more days to reproduce.
I will back and give the results when they are ready.
04-24-2008 10:17 AM
25% is a pretty significant decrease. i haven't looked at readeboost, but will do some research. Vista has had such poor reviews that i really wanted to wait until there were some user results for SP1 before committing - thanks for sharing!
04-25-2008 11:33 PM
Here are the real figures on Vista SP1 and "ReadyBoost" -function:
All figures are when "Full AV-scan" is done with NIS 2008.
1. "All in one" -installation of Ultimate
Without any USB flash memory connected: 46-47 minutes.
With an USB flash memory connected: 39-40 minutes
2. Standalone SP1 installed over Vista Business
Without any USB flash memory connected: 74-77 minutes.
With an USB lash memory connected: 63-66 minutes.
To get the "ReadyBoost" -function working I have used a USB flash memory marked "Enhanced for Windows ReadyBoost" and
specs as follows: Write 18 MB/s and Read 25 MB/s.
"Enhanced for Windows ReadyBoost" means the following:
Copied from Vista help and Support and a search for "ReadyBoost":
The speed requirements for Windows ReadyBoost are at least 2.5 MB per second throughput for 4 kilobyte (KB) random reads and 1.75 MB per second throughput for 512 KB random writes.
A flash drive may appear to meet these requirements, but Windows Vista still may not detect the device as ReadyBoost-compatible if its rated speed measures seguential performance instead of random performance, and if performance is not consistently fast across the entire flash drive.
As you can see the most important specification is that it meets the RANDOM needs.
There are a large number of producers of such USB flash memories that you can buy.
The above specs can help reduce the number of usable Flash memories.
This is what I can add to Vista performance at this stage.
Go on and good luck !!