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Kudos0

Effective support

What can I do to get effective support. Kate is a waste of time and creates frustration. 

It is no use to phone and after many attempts to Chat, I had no success!

Replies

Kudos0

Re: Effective support

You need to get past Kate.  Click anything - Say anything. Until Kate says I'll transfer you to live agent.

Chat Support involves Kate ChatBot virtual agent.
You need to respond to ChatBot inquiries with any response.
ChatBot will .... after a few user responses .... offer to connect you with live agent.  
for example: 

Kudos0

Re: Effective support

ChatBot Kate virtual agent was added some time back and Norton Support platform recently changed. 
You'll need to click through offered bullets and answer automated "can I help" or "what ever" and get to the automated saying. 
"Something else" ->  "I'll transfer you to a specialist".  
Here's a few sample screenshots. 

Kudos0

Re: Effective support

KA Voigt:

What can I do to get effective support. Kate is a waste of time and creates frustration. 
It is no use to phone and after many attempts to Chat, I had no success!

Maybe, Community can help?  

Kudos0

Re: Effective support

Technical support is not very easy even for very experienced people. There are so many problems with software some in the programming itself and some in user error. When you add in artificial bot intelligence on both both chat and phone most people will run for the hills very frustrated after their attempt.

My own feeling is that this forum is of much greater help than you can get with Norton chat or phone support. If posters can explain their problems completely with system info and take the time to post back quickly and answer questions that are posed to them the experience is much better and more rewarding.

Kudos0

Re: Effective support

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[Edit: Removed personally identifiable information to conform with the Participation Guidelines and Terms of Service]

Kudos0

Re: Effective support

Is it possible to open the vault on my PC from a finger print on my mobile?

I was told by one of your agents that it is not possible!

I have a number of other questions but help me to solve this problem first.

Thank you

Kudos0

Re: Effective support

I have three immediate questions:

How do I open the vault on my PC from my mobile?

How do I ensure proper synchronisation? I found that on the same PC that when I tried to open an App with Edge it complained about my password. Seconds later I opened the very same App via Chrome without any problems!

If I use a password generated by Norton, should it not automatically be added to the password list?

Kudos0

Re: Effective support

To open your vault on your PC from your mobile you must setup "mobile unlock". Go into the browser extension on your PC and click on the cogwheel which is settings. From there clcik on the link for "mobile unlock" and follow the instructions.  You might be able to use biometrics on your phone from there if that is setup.

The extensions for Edge and Chrome although supposed to be the same can act a little differently. I would uninstall the Edge extension and then reinstall. Others here have reported the Edge extension as being buggy. I personally just use Chrome and have never had an issue with the Norton extension.

If you generate a password with the Norton password generator you must copy it and then can paste into the new password field.

Hope this helps. Others here may be able to guide you thru this process also.

Kudos0

Re: Effective support

See if any of these video tutorials are useful to you.

https://support.norton.com/sp/en/us/home/current/solutions/v102698236