• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos1 Stats

Advertisement in Norton Security with Backup?

Hello,

I recently had some work done on my laptop, which resulted in the technician repartitioning my hard drives and re-installing Windows 8.1.

Everything was reset to (MSI) default manufacturer settings. This included a trial of old Norton Internet Security, which should be protecting my computer at this point. The first thing I did was download Google Chrome, and signed in to get my extensions. Then I searched for the Norton website from Google (typed in "Norton"), clicked the first non-ad, signed into my account, and re-downloaded Norton Security with Backup. The installer found the old Norton Internet Security, removed it, and installed Norton Security with Backup. So far so good.

Then comes the weird part. I open up Norton Security with Backup for the first time, and there is an advertisement for Staples in the bottom right corner (Staples is a Canadian office supply store, possibly where I originally bought Norton Security with Backup). It shows the Staples logo with a slogan "Make More Happen" beside it.

I do not remember seeing this before I brought my computer in to be serviced.

I thought that maybe since I had logged into Chrome and downloaded my extensions first, maybe some malware had sneaked in with my extensions. So I downloaded AdwCleaner, Junkware Removal Tool (JRT), Malwarebytes Anti-Malware (with Premium trial, set it up to also look for Rootkits), and HitmanPro. Ran all of these, they found some stuff as expected with my extensions, but I know most if not all of what they found were false-positives (which is why I don't use these tools unless I am desperate). It broke a couple extensions, but when I opened up Norton, lo-and-behold, the advertisement is still there. Great. Then ran Norton, even though I doubted it could fix itself. Nothing.

Now I went for the nuclear option and reformatted all hard drives and re-installed Windows using USB drive from MSI's burn recovery tool (my computer manufacturer's backup tool).

The first thing I did this time was download all Windows Updates for my Win 8.1. Over 150. Then ran it again, found more updates. Ran it again, until no more updates were left (except the upgrade to Windows 10). Then I opened up Internet Explorer, and TYPED in https://norton.com/setup. Downloaded Norton Security with Backup, it found the manufacturer default trial of NIS again, deleted it and installed Norton Security with Backup.

I opened up Norton, the **** advertisement is STILL there.

My question: Am I somehow infected with a rootkit? Or some malware akin to OpenCandy? Or did Symantec just decide to insert ads into their paid products?

Any help would be greatly appreciated.

Thanks,

Vague

Replies

Kudos1 Stats

Re: Advertisement in Norton Security with Backup?

hi Vague99

No Norton I have ever installed has an advertising splash on the Norton UI as far as I know (certainly not in th UK where we have Staples) Norton does not include this type of advertising. Did you purchase your Norton Product from Staples through some scheme they had in-store? I have heard that some stores in the States, not heard of it in the UK manage the Norton subscriptions by special arrangement with Norton.

If not, you are probably advised to uninstall Norton via the Windows Uninstall a Program then running the Norton Removal Tool which can be downloaded from the link below:

Norton Removal Tool

I would then go to your Norton Account to download a preactivated version of Norton direct:

Norton Account Sign-in

Once you have a clean copy of Norton installed the safe way of going to your Account is from Help on the main UI of your Norton Product.

Michael

Kudos0

Re: Advertisement in Norton Security with Backup?

If you originally got a PC with Norton, or bought a Norton product from Staples, the product key could be specific to a Staples-branded layout perhaps.

Kudos0

Re: Advertisement in Norton Security with Backup?

Hello

Since I assume you are in Canada, can you give Staples a call on the telephone and ask them if they do such a thing? It might be better to just call them rather than spending all this time trying it get it removed. Just my idea.

Please come back and let us know what they said.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
Accepted Solution
Kudos1 Stats

Re: Advertisement in Norton Security with Backup?

Hello all,

Thank you for the responses!

After I had posted this thread, for some reason there was a long delay between when I posted and when it showed up on the forum. I wrongly assumed my post was lost in cyber-space, so I tried other solutions.

I ended up finding the Norton removal tool which I see that Michael suggested. Unfortunately, after using this tool (letting it uninstall and re-install Norton Security), the Staples logo was still there.

Then I turned to the Norton live chat support. After logging in, putting in more personal information than I felt comfortable with (why do you need my phone number if I'm chatting with you online?!), and waiting in the queue for half an hour, I found my answer. The rep from Symantec straight up told me that this was included in a recent patch for compatibility with Windows 10. Hence why I never saw the advertisement before.

After asking why Symantec was including advertising in their paid products, I was told that it is simply an indication of where the software was bought. I argued a little bit with the guy that if it was only an indicator, it wouldn't work as a hyperlink to the Staples website. Regardless, I had to give him credit for being honest with me that Symantec included this in a recent patch (which was probably uploaded when my laptop was being serviced). So I didn't give the poor fellow too much grief. I should have taken a screenshot for proof for you guys, but at this point I assumed my thread posting was lost.

Anyway, after ending my conversation with the Symantec rep, I looked at the downloaded files kept from the installer (Users\Public\Public Downloads) and, lo and behold, the filename even had the word "staples" embedded in it. So, problem solved. Well, kind of.

I do not take kindly to advertising in my paid products, especially after the scare it gave me and all the trouble I went through. I have been a Norton customer for probably over 10 years. I am the person all my friends and family go to for any computer help, software recommendations, etc. And after this, I am going to start looking for a new security suite, and recommend to everyone I know never to buy Norton again.

I really hope Symantec makes a killing off of the ad revenue, because if others hate ads in their products as much as I do, they are going to lose a lot of business over the next year.

To close, thanks again to you guys for the responses. My anger toward Symantec has naught to do with the community. You people truly seem like good folks. I wish you all the best.

Cheers,

Vague

EDIT: P.S. - To whomever manages the forums - there is a bug with submitting responses via a mobile browser. I originally typed this reply on my Samsung Note 4 (Firefox browser), and it showed the line breaks (spaces to make paragraphs instead of a wall of text) in the comment field. However, the line breaks did not show up when viewing the thread after it was posted. I had to login from my laptop to fix the post (re-insert the line breaks). I just thought someone should be aware.

Kudos0

Re: Advertisement in Norton Security with Backup?

hi Vague

Thanks for coming back with the information, I have not seen or heard of this, I agree with what you say, I wonder if it the same for Staples in the UK, I purchased my Norton Security from PC World and do not have their name on the Norton UI, perhaps this will happen in the near future.

Michael

Kudos0

Re: Advertisement in Norton Security with Backup?

Hello

I'm in the USA and the only time I have seen anything on the Norton program besides Norton/Symantec is when it's a logo from a Norton product given out by an ISP, but that is a different kind of thing.  As far as I know, you are the first one to report this. Thanks for coming back and telling us.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos7 Stats

Re: Advertisement in Norton Security with Backup?

Hi Vague99,

It looks like you have picked up one of our co-branded layouts, in this case Staples Canada. At the request of some of our retail partners we have been testing some layouts that include a small logo to indicate the original source of subscription. By analogy, think of the carrier logo that is sometimes stamped on a mobile phone. 

I see your comments about how the experience could be misinterpreted as an infection, particularly for an existing customer that upgrades their client and goes from a client with no logo to a client with a source logo. I'll investigate to see how we might learn from this and adjust. 

The screen shot you included also shows a logo larger and more prominently than I would have expected. If you PM me your subscription details (Serial Number and SKU - there should be three in the Help -> About screen) then I can investigate and shed some more light on how this happened.

-Gerry.

Kudos0

Re: Advertisement in Norton Security with Backup?

I too have this idiotic Infection in my norton security, the helpfull person i was talking to told me that I had purchased my norton product from staples as his database was indicating this. As i work for a staples competitor on the computer side I would not buy any computer related product from them,this damm ad seems to come from the new download from the norton site as i have now removed and reinstalled on my work laptop twice now (once after recieving a new product key) and the ad is still there, untill this ir resolved( perminantly removed) I will not buy another norton product or recomend ANY norton or Symantec product to any of my clients

Kudos0

Re: Advertisement in Norton Security with Backup?

hi Don_Agnew

Perhaps a private message with the details he noted in his post would assist you, Gerry Egan is a Norton Employee who will have more knowledge than the rest of us who are just Norton users the same as you.

Michael

Kudos0

Re: Advertisement in Norton Security with Backup?

I've just uninstalled and reinstalled Norton Security.  The "Staples" Logo has also just appeared in the lower right of the Norton "Home page" of the new version.  I like "Staples" and have purchased a number of items from them --- But I DO NOT LIKE OR APPRECIATE their logo on purchased software produced by another company and purchased because of my experiences with that other company and my perceived value of the other company's product.  

So, how can I remove the "ad?"

Kudos3 Stats

Re: Advertisement in Norton Security with Backup?

Hi BP3,

To remove this Staples branded NS,

1. You have to download the latest NS from this link,

http://www.norton.com/latestns

2. Download Norton removal tool.

http://www.norton.com/nrt

3. Uninstall NS from Control Panel > Programs.

4. Run Norton Removal Tool to ensure all traces of NS are removed.

5. Install NS from the download already on your computer desktop from the first step.

You should have a clean version of NS now without the Staples graffiti.

See floplot's original instructions and the long discussion about the update issue with the Staples-branded NS at

https://community.norton.com/en/forums/ns-fails-update-latest-version-again

Cheers.

Kudos0

Re: Advertisement in Norton Security with Backup?

I followed the instructions you provided - and it worked very well. I now have a clean copy. Thank you.
Kudos0

Re: Advertisement in Norton Security with Backup?

Hello

I don't know if the Logo will come back with the next version of the product. Once you get the 22.7 version after it is released  again, you will find out if it will have the Logo again. Btw. the latestns will still give you version 22.6 until it has been converted to 22.7. That won't happen for a while yet.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Advertisement in Norton Security with Backup?

Hello Current

Nice post.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit Norton Core Security Plus 22.17.1.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Advertisement in Norton Security with Backup?

Hi Gerry: Unfortunately I must agree with everyone that although I purchased the product from Staples, it should not contain advertisement. This is truly a poor act on Norton's behalf to agree to this as customers are neither informed that advertising exists nor are the receiving a "discounted" product due to the advertising....if this is happening.

As a long time user of Norton/Symantec products (PCAnywhere, utilities, anti-virus, etc), I will certainly think twice about renewing/purchasing the product if this is the direction Norton is taking with retailers.

Thank You

Kudos0

Re: Advertisement in Norton Security with Backup?

As Gerry pointed out in his post above, it is similar to a cell phone provider putting their name on your phone. Or when car dealers put their logo/sticker on the back of your shiny new car.

The message on your Norton product would only be advertising if someone other than you would be looking at your screen while you were using your Norton product. In reality, how often would this be happening.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Advertisement in Norton Security with Backup?

Peter

I'd love to see a screen shot of current the "Staples Advertisment" -- I know that when I ran into it on N360 probably back in V2 or V3 days (queried it then and again commented on it when the current comments began -- prior to this thread) I think it may have been Office Depot but what bugged me was it said "For support get in touch with Office Depot" as part of the advertisement.

I hope the current co-branding is not like that since we know how variable (and expensive) in-store support can be.

Co-branding is not that uncommon.

http://blog.hubspot.com/marketing/best-cobranding-partnerships for example!

Hugh
Kudos0

Re: Advertisement in Norton Security with Backup?

Hugh

The OP in this thread has a screenshot showing the current branding. Apparently it is a hot link that will take you to Staples.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Advertisement in Norton Security with Backup?

peterweb:

Hugh

The OP in this thread has a screenshot showing the current branding. Apparently it is a hot link that will take you to Staples.

Ooops -- I thought I'd gone down to the next message .....

I wonder if it takes you to Staples as in www . staples . com  or to a part of Staples relating to the product and support for it.

This co-branding goes along with the activation of the product by Staples not Norton isn't it? In which case there would be some justification for the link if it told people something about that aspect or anything else that is different from the normal not co-branded products ....

Hugh
Kudos1 Stats

Re: Advertisement in Norton Security with Backup?

I am the OP. Apparently I still receive email notifications when people reply to this thread. It may have changed now, but when I still had the Staples co-branded version it went directly to the main Staples website, not a page regarding Norton. And it was not from Staples activating the product...I bought the product at Staples, installed it at home, and this was the result. Ironically, it has had the opposite of the intended effect: I refuse to buy any software from Staples ever again.

Edit: And to the person stating that this is like a telecom company putting their branding on a phone, it is not at all like that. I pay bills to the telecom company and deal with them on a regular basis. This is a one-time sale, and it should be the same product regardless of where it was purchased. As to whether it is similar to a car dealership putting a sticker on your car...a bit better analogy, but it still falls flat. I likely have a warranty with the dealership, so again, I am dealing with them beyond the initial purchase. However, regardless, the only time I have bought a car from the dealership I refused to leave until they took the damned stickers off of the car. My car is not your advertising platform! Anyway, I just thought I would chime in. Cheers

Kudos0

Re: Advertisement in Norton Security with Backup?

Thanks for all the details. Nothing Vague about that!

I use as much free software as I can; when I buy I usually use a well known internet source; but I do still use Staples for some hardware where the "user interface" is important since they (and now Office Depot and BestBuy) have very good return policies for a long enough period to make sure you really like what you bought -- no questions on return.

I wish I'd done that on a pair of speakers recently that I wanted mostly for my wife and I got them on line. But I had to send them back because the volume control on the master speaker was impossible to see and difficult to move -- it was one of those serrated edge sticking a little above the surface. I had to pay the return shipping but apart from that the refund from the online source went smoothly and incredibly quickly.

But I then went out to my local Staples and bought a pair that I could examine before I bought them .... and still return if there was something we did not like.

But apart from that sort of thing I don't buy from stores very often.

I'm with you on cars -- last time I bought a car I told them that if they drilled holes in my car to attach a glossy name plate with they could keep the car! And I took off the license tag surround with their name on!

Hugh
Kudos0

Re: Advertisement in Norton Security with Backup?

no this is like buying a telus cell phone and finding out it is branded rodger, I have never bought anything computer releated from staples, yet every time I install Norton I get this #%$% staples branding, including the small business subscription I bought from the computer shop I work for. Symantec please remove this dam branding from your product or you will lose more than one client

Kudos0

Re: Advertisement in Norton Security with Backup?

@Don_Agnew

Are you sure the shop you work for does not get their Norton from Staples? It would not be the first time that a tech service company does not purchase directly from Norton. If you can check to see where your company sources its Norton products, it can help us figure this out.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Advertisement in Norton Security with Backup?

Techdata, ingram, or synex

Kudos0

Re: Advertisement in Norton Security with Backup?

It is still possible that one of those companies source their Norton from Staples. Where did you get the download for your Norton product? Did you have to enter the product key before the download?

Anyway, after ending my conversation with the Symantec rep, I looked at the downloaded files kept from the installer (Users\Public\Public Downloads) and, lo and behold, the filename even had the word "staples" embedded in it. So, problem solved. Well, kind of.

Have you checked the downloaded file as Vague99 mentions in the posted solution above? Do you see the same with Staples in the file name?

One thing I seem to remember may work. Download a fresh copy of your Norton product directly from Norton. Then download and run the Norton Removal Tool. Restart your computer and then install Norton from your fresh download. Run Liveupdate, restarting as required and until no updates are available.

If you tell us what Norton product you are using, we can get you the direct download links. The Norton Removal tool is found at   www.norton.com/nrt  Be sure you read the before you begin section.

Things happen. Export/Backup your Norton Password Manager data.

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