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NIS 2010 - One Click Support doesn't work

I'm trying to go through support in NIS 2010, so I clicked the "Get Support" menu entry which launched "One Click Support".  It goes through the process of "Checking for Updates". When the bar reaches 100%, it sits there for about 30 seconds and the it complains that:

"We are unable to communicate with one of our servers.  Would you like to attempt to correct this problem by releasing and renewing your IP settings?"

If I click Yes, it does so.  It then complains that my host file is corrupt and it wants to fix it.  I backed up my host file and let it "fix" it which detailed commenting out all the host file entries (good thing I made that back up).

It then "Checks for Updates" again and the process repeats over and over again.  Basically One Click Support isn't working.

Looking at what it's connecting to here is where it is connectiong to:

hsplayer.exe:2292    TCP    192.168.1.6:2205    69.192.4.111:443    ESTABLISHED   

hsplayer.exe:2292    TCP    192.168.1.6:2208    204.232.134.16:443    ESTABLISHED   
 

hsplayer.exe:2292    TCP    192.168.1.6:2198    96.7.100.111:443    ESTABLISHED   
 

It looks like the connection is good, but for whatever reason it keeps complaining about the connection.

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Re: NIS 2010 - One Click Support doesn't work

I'm trying to go through support in NIS 2010, so I clicked the "Get Support" menu entry which launched "One Click Support".  It goes through the process of "Checking for Updates". When the bar reaches 100%, it sits there for about 30 seconds and the it complains that:

"We are unable to communicate with one of our servers.  Would you like to attempt to correct this problem by releasing and renewing your IP settings?"

If I click Yes, it does so.  It then complains that my host file is corrupt and it wants to fix it.  I backed up my host file and let it "fix" it which detailed commenting out all the host file entries (good thing I made that back up).

It then "Checks for Updates" again and the process repeats over and over again.  Basically One Click Support isn't working.

Looking at what it's connecting to here is where it is connectiong to:

hsplayer.exe:2292    TCP    192.168.1.6:2205    69.192.4.111:443    ESTABLISHED   

hsplayer.exe:2292    TCP    192.168.1.6:2208    204.232.134.16:443    ESTABLISHED   
 

hsplayer.exe:2292    TCP    192.168.1.6:2198    96.7.100.111:443    ESTABLISHED   
 

It looks like the connection is good, but for whatever reason it keeps complaining about the connection.

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Re: NIS 2010 - One Click Support doesn't work

Looking at a packet sniff, it appears there are a lot of DUP ACKS and ACK RSTS in the connection to   204.232.134.16.

I tried going to https://204.232.134.16 in my browser and it said the certificate wasn't valid.  It is only valid for tificocs.symantec.com.

I went to https://tificocs.symantec.com/ and the page never loads.  I check the packet sniffer and I see the same DUP ACKS and RST ACKS.  It looks like it's a server problem.

Can anyone use One Click Support?

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Re: NIS 2010 - One Click Support doesn't work

I got a case # for this XXXXXXX.

The support guy tried to change the Norton Internet Security service to "manual".  Fortunately the Norton Protection prevented him from doing so.  Not that it would have helped any way.

<<edit: removed support case id>>

Message Edited by JerryM on 09-10-2009 12:28 PM
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Re: NIS 2010 - One Click Support doesn't work

I would be interested to know if you connect next time to istopsupport if at the end of the chat you select "print" and if you get printed all of the chat session or just the first page, assuming of course your chat session was longer than one page.
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Re: NIS 2010 - One Click Support doesn't work

I was getting the same message as well Morac when trying to install last night.

Tonight's project is to remove 2010 when I get home from work.

Message Edited by Jimbo40 on 09-10-2009 04:43 AM
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Re: NIS 2010 - One Click Support doesn't work

I'm currently at work and if I go to https://tificocs.symantec.com/ in my web browser I get a "forbidden" message.  This means that the server is currently responding, which it wasn't doing last night.  So either the server has been fixed or there is something blocking access to the server with my home connection.

I'll try again when I get home tonight and see if it works.

Message Edited by Morac on 09-10-2009 10:01 AM
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Re: NIS 2010 - One Click Support doesn't work

Curious isn't it? I just tried to see if I could connect to one click support and had no problem at all. Program even went so far as to check for updates then loaded no problem. Checked my system and found no errors or faults and then let me move on to the q@a part. So it seems to be working now.

Teething problem perhaps?

(edited for spelling error) 

Message Edited by chatham on 09-10-2009 07:11 AM
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Re: NIS 2010 - One Click Support doesn't work

Well I'm home and it's still not working.  I'm also noticing that going to https://tificocs.symantec.com/ at home results in the page never loading (it times out).  I tried a completely different computer at home (an old PC that doesn't have NIS installed on it) and it couldn't access https://tificocs.symantec.com/ either.  I even tried my PS3's web browser and I got a "the page cannot be dispaly (80711008)" error, which is the PS3's "page not found" error code.

I finally decided to remove my router from the equation and hook up my computer directly to my cable modem and still the connection timed out when trying to go to https://tificocs.symantec.com/ in my browser. Finally I rebooted my cable modem and I still couldn't get to https://tificocs.symantec.com/

I know the site is up and responding since if I use a proxy server I can get to it, Vtunnel for example

So this leads me to the conclusion that it must be some kind of weird ISP or routing problem.  That or Symantec is specifically rejecting connections from my ip address or something.  I have Comcast (I'm in NJ) and can ping tificocs.symantec.com, but can't actually make a connection to the web server for whatever reason.

For people who can't connect to One Click Support, what's your ISP and what state (or country) are you located in?

Message Edited by Morac on 09-10-2009 07:01 PM
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Re: NIS 2010 - One Click Support doesn't work

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Re: NIS 2010 - One Click Support doesn't work

I created a new thread which better documents the problem as I'm seeing it with hopes that it will attract the proper attention.

http://community.norton.com/norton/board/message?board.id=nis_feedback&thread.id=73183

This thread is closed from further comment. Please visit the forum to start a new thread.