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Kudos1 Stats

Get Support Error

1) Win 10 Home, NS 22.18.0.213

2) Win 7 Pro, NS 22.18.0.213

Runninng Get Support _in a limited user account_ results in:

"We have encountered an internal error."

Running it in an admin account generates no error.

Replies

Kudos0

Re: Get Support Error

@jj2015

Norton requires Administrator permissions for many of its features.

Windows 10 Home X 64
Kudos0

Re: Get Support Error

> Norton requires Administrator permissions for many of its features.

Of course that's true. But that's not what I'm talking about. I am not speaking about "many" features. Only "Get Support".

I have run NS, and its various predecessors, for what seems like forever. I'm familiar with the product.

I do all regular, day to day work in a limited user account. The admin account is only used for issues that require it. That's good security practice.

----------
I have run Get Support in a limited user account for YEARS without getting an "error" message.
----------

This error is: 1) new, I've never seen it before, and 2) immediately follows Norton's update to 22.18.0.213.  Connect the dots.

Way too many people only use an admin account on their computer (a poor security practice). So those users would never see this error.

Does anyone else get this error?

Kudos1 Stats

Re: Get Support Error

jj2015:

Does anyone else get this error?

FWIW ~ I get the same result from Admin and Standard user accounts.  
Norton Autofix Results: 0 item(s)

W10 Home > Sign out Admin > Sign in Standard 
Local Sign in - Not M$ account Sign in

Caveat: Norton EAP 22.18.0.219

Kudos0

Re: Get Support Error

Running it in an admin account generates no error.

I understand what you mean, but there have been many changes to Norton over the years, and this limitation may just be one of them.

Windows 10 Home X 64
Kudos3 Stats

Re: Get Support Error

I too see the internal error on standard Windows user, but not with Admin user.

I'll escalate this issue.

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

Re: Get Support Error

Hi @jj2015

Thanks for reporting in Norton Community Forums. I have sent you a private message requesting logs for further investigation. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Get Support Error

peterweb, thank you for confirming this. As I said, earlier versions did not do this. A bug in 22.18.0.213.
Kudos0

Re: Get Support Error

Sunil: Norton developers don't need logs from users to figure this one out. (But thanks for the offer.) It's reproducible.  See peterweb's reply.

Well, they'll have to have a limited user account on their computer.  lol 

(You have to wonder about that.)

Kudos0

Re: Get Support Error

FWIW ~ reproduced with Standard user account + 22.18.0.213

Kudos0

Re: Get Support Error

Logs submitted.

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

Re: Get Support Error

Perhaps a temporary workaround, not a "fix".

I get the same Autofix error whenever I click "Get Support" EXCEPT when I right click the Norton icon on the Taskbar (mine is in "Show Hidden Icons). When I click "Get Support" on the menu that pops up, Autofix runs fine.

(Running Windows 7 Pro)

Kudos0

Re: Get Support Error

ShawnG:

Perhaps a temporary workaround, not a "fix".

I get the same Autofix error whenever I click "Get Support" EXCEPT when I right click the Norton icon on the Taskbar (mine is in "Show Hidden Icons). When I click "Get Support" on the menu that pops up, Autofix runs fine.

(Running Windows 7 Pro)

I just tried the right click on the Norton system tray icon to run Get Support while logged into a Standard Windows user account, and I still get the error message.

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

Re: Get Support Error

Sorry it didn't work for you. I just tried it again and it still works for me. (Running Windows 7 Pro)

Maybe it will work for some until Norton figures out and fixes the problem. 

PS When Autofix did run by this method, it did not find any problems yet any other method still gives me the internal error message.

Kudos0

Re: Get Support Error

It could be a difference between Win 7 and Win 10. I am on Win 10 1809.

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

Re: Get Support Error

Thanks for the logs, @peterweb. Team looking into this issue. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Get Support Error

Do you need any more logs?  I'm getting it as well on a limited user account (Win7Pro SP1), Norton Security Version 22.18.0.213.  Admin account runs the Autofix fine without error.

Kudos0

Re: Get Support Error

Any updates as to fixing this issue?

Kudos1 Stats

Re: Get Support Error

Here is a temporary work-around until this issue is resolved.  Start Menu ---> All Programs ---> Norton Security, right-click Get Support and run it as an administrator:

Kudos0

Re: Get Support Error

Well for WIW I too experience this issue. I am using a Windows 10 laptop. 

I am on a limited user account.  When I click Get help. I too get that internal error message But no indication of the error. Then there s no autofix option, just the option to go to the norton "open support website". When I go there, there  seems to be no options to address the "we have encountered an internal issue" message. I know in the past year, I would click get help and get teh same message as noted her, but then there would be an option to run autofix even when on a limited user account. 

Now I would have a tendency to run get help even if there wasnt a problem, just to make sure. If I recall the Need to autofix was not really based on a real need.

To jj2015- did you click get help because of a specific issue or just clicked get help for no real reason? I do it for no real reason sometimes just to make sure everything is ok

Kudos0

Re: Get Support Error

SPunit:

> did you click get help because of a specific issue or just clicked get help for no real reason?

I run Get Support once weekly as part of maintenance procedures. It's a kind of validation.

Now it runs weakly.

Kudos0

Re: Get Support Error

LOL. Yes I just run it once in awhile to make sure all is well 

Guess its not as well as one would hope.

But I dont think this message is an indication of something major(as in not working) wrong with my installation of Norton

Kudos0

Re: Get Support Error

has anyone checked to see if this has been rectified? I dont go on my laptop much so I havent checked.

Kudos0

Re: Get Support Error

Hi @SPunit,

Issue "Get Support error message" already reported and concern team working on it. We will update once we get more details on the fix. Thanks

Sunil_GA | Norton Forums Administrator | Symantec Corporation