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Kudos0

Got timeout message on Vault signin, called Norton Support who trashed my PC

This afternoon, I installed Norton 360 on a Windows XP system.  Everything worked fine for a while.  Then I could not sign in to my Identity Safe vault (which had to be online, since this was an installation of the new Norton version).  I chatted with two Norton Support personnel, who tried several things, the last of which was changing some files on the PC and trying to reboot.  Since then my PC has been trashed, with a corrupt Hal.dll message.  I am trying to call Norton and also trying to get a Chat session.  The two technicians who trashed my PC have made no attempt to contact me although they have both my phone number and my email address.  I have used the local version of Identity Safe on several other PC's for many years and it has worked well.  Why in the world did Norton eliminate the local version in favor of a cloud version that does not work?

[Edit: Removed Tech names]

Replies

Kudos0

Re: Got timeout message on Vault signin, called Norton Support who trashed my PC

This afternoon, I installed Norton 360 on a Windows XP system.  Everything worked fine for a while.  Then I could not sign in to my Identity Safe vault (which had to be online, since this was an installation of the new Norton version).  I chatted with two Norton Support personnel, who tried several things, the last of which was changing some files on the PC and trying to reboot.  Since then my PC has been trashed, with a corrupt Hal.dll message.  I am trying to call Norton and also trying to get a Chat session.  The two technicians who trashed my PC have made no attempt to contact me although they have both my phone number and my email address.  I have used the local version of Identity Safe on several other PC's for many years and it has worked well.  Why in the world did Norton eliminate the local version in favor of a cloud version that does not work?

[Edit: Removed Tech names]

Kudos0

Re: Got timeout message on Vault signin, called Norton Support who trashed my PC

They managed to break the Windows HAL interface... (which for those who are unaware, is the Windows OS Hardware Arbitration Layer and is principally responsible for interfacing the high-level operating system [Windows] to the physical low-level [hardware] that comprises the computer) - Well, that's very interesting indeed...

Was the phone number you called for technical support obtained via the "Contact Norton Support" website?

https://support.norton.com/sp/en/us/norton-core/current/contact-phone?entsrc=direct_pubweb

Please keep us posted on your progress.

Kind regards,

John

Kudos0

Re: Got timeout message on Vault signin, called Norton Support who trashed my PC

That error is 99% of the time wrong.

Never in my life have I ever seen hal.dll missing or corrupt

It's always because XP is trying to boot the wrong drive or partition.  hall.dll is "missing" because it's looking in the wrong place.

Usually caused by partions changed or added, or another hard drive being set active changing the order of how the partitions get enumerated.

Usually setting things back the way they were or a simple edit to the boot.ini file will get XP booting again.

Dave

Kudos0

Re: Got timeout message on Vault signin, called Norton Support who trashed my PC

I ended up doing a full sytem restore, formatting the entire HDD and having to reinstall numerous applications and settings, with no help from Norton technicians (none of the easier solutions worked).  Norton 360 then installed okay, utilizing (only) the cloud-based vault.  (I was able to do an "over the top" install on my three other systems that previously had NIS, so I WAS able to keep the local vault on those machines.)  Please pardon my ALL CAPS, but DON'T EVER LET ANYONE--EVEN NORTON/SYMANTIC TECHS--TAKE CONTROL OF YOUR SYSTEM, AS THEY MAY TRASH IT!

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