Not what you are looking for? Ask the experts!
Auto Protect switches off / Help Desk very assertive about wanting to remote in. Legit??
A couple of days ago, my wife's Norton 360 suddenly started having problems. Auto Protect is turning off automatically shortly after her computer turns on. And then there is a 3035,6 error.
I followed all the steps and ended up talking on a live chat to Norton. I did all of this through the Norton software (One Click support).
What follows has me very suspicious about what is going on. I'd been on the chat long enough to describe the problem and then suddenly I was being asked to download an exe file which would give the person remote access to my computer. This seemed very assertive to me, and I instantly became wary. I was about to let them in, but baulked at the last minute so never gave access.
By the way, the chat window showed the URL in it. It was not a Norton or Symantec URL.
I asked the person to provide me the manual steps and spent the next 10 minutes fending off a barrage of requests to please, pretty please, let them remote in. I continued to refuse.
Eventually they relented and started to give me some instructions. They seemed to know a lot about my machine, such as the version of Norton that was running, the days left on my subscription, my operating system, so I started to relax about their identity a bit.
Anyway I was asked to install the latest version of the software, but it turns out that I need to install Vista SP1 to do that. I ended the call with "Norton" at that point so I could concentrate on installing SP1.
Installing SP1 has turned out to be very problematic, and I am yet to successfully do that after several attempts. I get error messages during the install, have tried everything and will probably have to install Vista from scratch. (I'm no computer bunny by the way... )
So this morning, at 6am, I get a phone call from India. The person asked for my wife (because it's her computer and I made the original support request using her name). Once I managed to get past that and get him to tell me why he was calling (which took at least 5 attempts on my behalf) he eventually told me that he was following up on the support call and asked if I'd managed to install Norton yet. I told him that I had been unable to install SP1, and immediately, immediately, he said something along the lines of "let me remote to the computer and I will get SP1 installed for you"
This sounds really scammy. Sorry Norton if this is all legit, but it's incredibly pushy, and somewhat scary. First your security software stops working, next a complete stranger wants remote access, and finally they are calling again and trying to get you to let them remote in.
I'm sure Norton support never used to be this responsive. Ever. In fact it was a pain to deal with. Now they are falling all over themselves to gain access to your computer.
The only thing that makes me think this is truly Norton is that they offered to add 30 days to my subscription, which they have duly done. But who knows if this is for real or not??
Am I being overly paranoid?
Any assistance appreciated. By the way I have run Malware Bytes on the machine. Clean. I have installed MSE for now and using that for the live protection. I don't want to uninstall Norton because I like the Identity Safe stuff, but it's looking like I might have to :(
Is this all legit? Is Norton genuinely following up on my calls to the point where they are phoning me from India?
Or am I in the midst of some elaborate scam?