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Kudos0

Email support please!

PLEASE FORWARD TO WHOM IT MAY CONCERN

Dear Sir,

Probably I am at the wrong place here, but I can't find any possibility to contact your support department by normal mail.

I searched my head off to find an emailaddress, but you seem to have removed all possibilities of normal email support (or hidden it somewhere down deep).

Chatting or Phone support? Chatting costs lots of time (which I don't have) and Phone support costs money (for a problem with Your own product, which I refuse to pay!). It occurs to me that you did your utmost best to avoid normal support and make it your customers as difficult as possible when this is needed.

So the only way to send you a normal email with a problem with your product is through this channel.

I would appreciate it if I would get a usable answer back to my emailaddress as soon as possible.

My problem is simple:

Since I installed Norton 360 on my workstation, I can't access MSN Messenger or any https-sites anymore.

It seems that Norton blocks all secure websites communicating with https. Did it block the ports?

I work also with a Watchguard firewall which didn't have any changes in the configuration for months before Norton 360 is installed.

Besides my other computers (Mac, pc's and server Win 2003) without Norton can access those sites and Messenger without a problem. If it would be the firewall, those would be blocked too.

The only pc which is blocked is the one with Norton 360.

I also can't find anything in the configuration of Norton that I can change to open a port to secure websites or so.

Actually the design of this program is so unlogical and incomplete that one can't find anything there.

Maybe I bought the wrong product for my workstation, but then again this was not explained clearly at your selling site.

If this problem can't be solved by the end of this week, I don't see any other solution than throwing all Norton products in the trash can and buying another non-symantec product which hopefully will work.

My appologies about being rude here, but I really searched for more than an hour to find a way to contact you and as you read I didn't succeed. All ways to normal support are cut off! This is no service at all!

So, please, a word of usable advice...

Kindest regards,

Jack

Replies

Kudos0

Re: Email support please!

Hello Jack,

If you are interested in contacting the Symantec Customer support team about this issue, please visit the following site, where you can choose the Email contact option:

http://www.symantec.com/norton/support/productdetail/contact_ts.jsp?pvid=n360_2.0
 

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Email support please!

Jack,

You can also access support by clicking on Support from within the product.  You can access by first clicking on "Help & Support" and then "Support." 

Kudos0

Re: Email support please!

Hello Jack,

Hello Jack,

I'm sorry to hear about your frustration trying to get support. Norton 360 was actually revolutionary in how it provides support to customers. If you haven't seen it or tried it, I'd highly recommend it (click here for details) . Different regions have different support options, but North America does offer phone, chat and email support 24x7. You can also visit on the web (US) via  http://www.symantec.com/norton/support/selectproduct_ts.jsp - I wasn't absolutely whether you have Norton 360 V1 or V2, so left that option for you. You will see a "Contact a Symantec Support  Representative" link in the lower right hand corner.

As to the problem that you are encountering with accessing MSN messenger and secure (https) sites. There is a document available that should help with the MSN portion available here - as for secure web site access, it would be helpful to have a couple of examples if you could provide them. In the meantime, this document may help.


Let us know how it goes.

Matt 

Kudos0

Re: Email support please!

Dear Sir,

I read your recommendations for accessing MSN Messenger and https sites.

I tried all of them, but no result at all.

In the past I already thought it would be the firewall. Therefore I unchecked it totally. I also sustained all acces to all rules made by the firewall. I also couldn't get in.

This time I sustained all access that occurs in the firewall program rules. I still can't get in.

At this moment (after changing the rules according to your latest recommendations) Messenger can't login and the other sites are still unreachable.

The only thing I can do is uninstall Norton 360 according to the recommendations of your support notes.

I will do that tomorrow.

Thanks for your concern. It's a problem that should not occur in a program like Norton 360. It blocks exactly those sites which are most reliable first, which is contradictory to what it should do.

I also appologize for my rude first mail, but I was really frustrated and I also see now why I couldn't find any email support posibilities.

They all are accessed through a secure site which I can't access.

I will keep you informed.

Kindest regards,

Jack Biesmans

Kudos0

Re: Email support please!

If you are unable to access anything that uses SSL and disabling the Firewall and Transaction Security had no effect, I would look at the digital signing within Windows.  I'd do the following:

 

Go to Start, then run

Type in regsvr32 softpub.dll wintrust.dll initpki.dll dssenh.dll rsaenh.dll gpkcsp.dll sccbase.dll slbcsp.dll cryptdlg.dll

Click OK

 

After that, test to see if you can access secure sites. 

Kudos0

Re: Email support please!

Dear sir,

I did the run of the commands in the start menu and they all showed the message that the process was done succesfully.

After starting Internet Explorer and then going to a secure site (my bank) I was redirected to a site which states that SSL should be sustained to be able to access this site.

It showed a procedure to see if this is the case: Check 'Use SSL 3.0' under the menu 'Extra/Internet Options/Advanced'.

This was already checked and I still can't access any https sites.

Regards,

Jack Biesmans

Kudos0

Re: Email support please!

You mentioned earlier that you tried unchecking the firewall, did that include both the Norton 360 and Watchguard firewalls?  Which version of Norton 360 do you have installed?  Could you check the version of SymNPPWA.dll found in c:\Windows\System32? 

Kudos0

Re: Email support please!

I only unchecked the Norton 360 firewall and not the Watchguard because I concluded that all computers wouldn't be able to access secure sites if it would be the Watchguard.

The version of Norton 360 is 1.3.1.6

I only installed it about 2 weeks ago.

The version of SymNPPWA.dll is 2007.1.7.20

I also found this site on the internet:

http://www.bleepingcomputer.com/forums/topic41067.html

I did all the recommendations there and still no access to secure sites.

Regards,

Jack

Kudos0

Re: Email support please!

hi Jack - sorry to hear that you're still fighting this one. i don't see it mentioned anywhere else, although some of the steps appear in links peppered throughout this thread. but MS appears to have the most comprehensive "what to do if..." doc on this:

http://support.microsoft.com/?kbid=813444

mel 

Kudos0

Re: Email support please!

Try upgrading to version of Norton 360 and see if that improves matters.  You can download from the following link:

http://norton.com/n360

Since you have a valid subscription it will migrate your subscription over as well as your backup settings.  Keep in mind, that it is not advisable to use more than one firewall at a time.  The interaction between the two firewalls could be at the root of the problem.  Each product will hook into the TCP/IP stack based on how it's designed. 

Kudos0

Re: Email support please!

Hi Mel,

After following the 'Make a new user profile'-recommendation on the page you suggested, everything works again.

I could keep Norton 360 working, but without the transaction security, because that is what keeps MSN from logging in.

Maybe you know a solution to keep this part of the security working too, without interfering the logging of MSN?

Then the solution would be complete.

Many thanks to all of you who were concerned in this matter.

Regards,

Jack Biesmans

Kudos0

Re: Email support please!

Hi Erik,

I will do an upgrade in a few days when I know everything still works fine. Having the most up to date version is best.

Concerning the firewalls, both work together at this moment, but I will keep a close watch on this. Since the Watchguard is the main, I will have to close the Norton of course in case of conflicts.

I might configure it as a surplus of the Watchguard when possible, since my mailtraffic is on this pc as well as most of my internetbehaviour.

Thanks for your advice.

Regards,

Jack Biesmans

Kudos0

Re: Email support please!

Sorry to say so, but after 1 hour only working and not touching anything else than some Adobe products, the same problems occur again.

I have shut down the Norton firewall as I said in previous mail. Also transaction security is off, but no positive result.

I will now uninstall Norton 360 and if the problems are solved then, I will trash it.

I don't want to spend a second on this anymore. It cost me enough time and money.

Thanks for your help,

Regards,

Jack

Kudos0

Re: Email support please!

interesrting that the new profile solved the problem in the short run then failed later. it raises concerns about the overall permissions/accounts for this system. that said, you might not ever notice them except for this, so i'm not sure if there are any further implications...

anyway, sorry to hear that it's not working again, Jack... very, very frustrating. i think erik is correct - two firewalls will not play well together and if WatchGuard is your fw of choice, you'll be better off without Norton anyway. i suspect V2 will not solve, but will be watching this thread hoping you have a favorable report.

mel 

Kudos0

Re: Email support please!

Hi Mel,

I contacted a computerdealer to solve the problem. Hopefully he won't tell me to reinstall Windows. I would be disastrous, but we will see. He can come to my place and have a look himself. He is mcse, so he should know a lot about it.

Watchguard has to be my first choice since it covers my total network and is the first device in front of the internet, while Norton only covers 1 pc. Although you seem to think this might be the problem, I am in doubt about this. Shutting down the Norton firewall or not, makes apparently no difference. I tried it more than once.

I will keep you informed. If it's something else I might consider to reinstall Norton after all.

Regards,

Jack Biesmans

Kudos0

Re: Email support please!

hey Jack - i didn't realize that WatchGuard was an appliance (my bad) - given that, i don't believe that there should be any compatability problem (assuming no desktop component for WatchGuard). i had been thinking that two sw firewall software apps could definitely result in the kind of behavior you were seeing, but now i'm not so sure.

i'm curious about what problems you technician discovers.

mel 

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