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Kudos0

Auto Protect switches off / Help Desk very assertive about wanting to remote in. Legit??

Hi there

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"

Really???

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?

Replies

Kudos0

Re: Auto Protect switches off / Help Desk very assertive about wanting to remote in. Legit??

Hi there

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"

Really???

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?

Kudos0

Re: Auto Protect switches off / Help Desk very assertive about wanting to remote in. Legit??

Its quite normal for technical support to want to gain remote access. Usually they can resolve things faster that way. You can see what they are doing because they have control of the desktop.

So you have Vista and yes it is vitel for so many reasons that SP1 is installed. Vista is a poor operating system at best and SP1 just fixes many of the mistakes in the original release.

Its difficult with the limited info to answer why the install of SP1 was a problem. You should really consider at what point it is stopping and perhaps google from there.

It seems to me that they were trying to get you onto N360 2013 and for that to happen they are prepared to attempt install of SP1 for you.

You could be paranoid I am not qualified to say! he he! It looks so far as if someone is trying to help you.

In any event you have choices in life and if you are not happy to give remote access that is entirely your right.

I am not sure what assistance you are looking for because why would you take advice in this forum if not from support line that you initiated.

It does not sound like a scam.

Kudos0

Re: Auto Protect switches off / Help Desk very assertive about wanting to remote in. Legit??

Thank you for your response. Yes I am trying to install 2013, and I need to install SP1 to do that.  SP1 is throwing up all sorts of errors and I have been working through them but I am seemingly not getting closer. I used to have this machine 100% up to date, but I had to do a format a while back and since then I've never been able to get SP1 to install.

It looks like I might have to reinstall windows yet again. Stuffed if I'm going to pay the exorbitant amount for Windows 7 though,and Windows 8 looks atrocious. 

The reason I raised this all here is I wanted to be sure that the help desk was legitimate. The whole experience has left me a little uncomfortable, especially the phone call this morning in the early morning. I told the caller several times it was 6am and yet he didn't seem to grasp that that might not be a good time to call me. He was a little evasive when I asked him why he was calling (he just kept asking to speak to my wife), and then the second I said that I couldn't install SP1 he wanted to gain remote access again.

Like... I'm in bed, it's 6am, and some random dude from India wants to talk to my wife and remote into my PC. 
And since when did Norton care so much about someone who bought a $100 product to call me from India about it. 

I'm hoping that someone from Norton sees this post and can see how ridiculous this situation is.  Yes I'm probably being paranoid, but for good reason. My computer's security is compromised and next minute someone wants to remote in to my computer.  I don't think it's the best approach from Norton,  who may want to consider how the customer is feeling right at the time they are contacting support.

They may also want to educate their staff about timezones. 

That's all. I'm not seeking any technical help. Just trying to find out if this rather assertive help desk is for real.

Kudos0

Re: Auto Protect switches off / Help Desk very assertive about wanting to remote in. Legit??

I can understand you being nervous about allowing remote access to your computer.

As long as you initiated the chat session, you would be safe allowing the remote session.

If someone calls you and asks for access, I would thank them and tell them you will initate a support session yourself.

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

Re: Auto Protect switches off / Help Desk very assertive about wanting to remote in. Legit??

I would be sceptical too ,

the real Norton support team would never call outside of the daytime / evening local time schedule in your country.

Instead try to contact Norton through the official chat channel , then they can help you with the remote assistance.

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