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Kudos0

Help center / Get Support

Hi.

Why does 'Get Support' reset Time & Date to 1970-01-01?

This has happened numerous times during the years, with both Norton 360 and Norton Security.

It always starts with i-net connection stop working, i.e. Remote NDIS based Internet Sharing Device says IPv4 Connectivity 'No Internet Access'.

At that time Date & Time are (or seems to be)  correct in Win 10. Utilizing NS Help center / Get Support then shifts the Date & Time to 1970-01-01!

All RED in NS and Subscription outdated!?

I've had many sessions with Norton Support running Remote Control on my computers - but, the problem reoccurs.

Now, I have tried setting Win10 Settings & Control panel to NOT automatically change Time & Date - no remedy.

Furthermore, if these settings are set to automatically change Date & Time - no remedy either.

What puzzles me is - what is it that these settings can be altered when everything is set to change only manually?

Also, why can't NS (and N 360) protect the Time & Date settings from being corrupted?

Btw, Quick scans, Full System scan and Norton Power Eraser shows nothing.

Replies

Kudos1 Stats

Re: Help center / Get Support

How old is the computer? If it is an older computer, you might want to look at changing the CMOS battery. 

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

Re: Help center / Get Support

Hi.

The computers are old now - but these problem started years ago, with fresh ones. It occurs on different computers (different brands). I've had the same problem with even older computers - now scrapped. I've had it with Win7, Vista and Win10. Also had it with three different USB Modems (2?G, 3G and LTE/4G).

It is RADIO-communication, susceptible to tampering - So, lets pretend X remotely wants to alter the Time & Date, described in the original posting - How does X go about?

Kudos1 Stats

Re: Help center / Get Support

This is the first time I have ever heard of something like this. Norton products running the Get Support should have nothing to do with changing time on a user's system. It may check the time, but that should be all.

Let's see if any other users have seen this?

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

Re: Help center / Get Support

Yes, it is puzzling. I've of course searched the i-net for an explanation.

Norton Support once referred me to another Symantec unit. They DL some special (AV?) program and ran it remotely - the described problem then disappeared for a long time. Sadly, Support seems to be reluctant to do so again.

So, why does NS not 'react' immediately when the settings are altered?

And, why does the Win10 Taskbar clock tick normally until Help / Get Support is completed (not until then the Date & Time shows 1970-01-01 and NS gets 'red')?

Kudos1 Stats

Re: Help center / Get Support

If an AV scan with a Symantec tool fixed it last time, it is possible that you have something very deep seated in your system causing problems.

I would suggest you sign up at one of the free Malware Removal sites below. Do not try to do anything on your own as it could make things harder for the Malware Removal expert at that site to help you. Choose one and stay there until your system is clean. They also have tools to fix Windows system problems, in case that is what is causing the problem.

http://www.bleepingcomputer.com/
http://www.geekstogo.com/forum/
http://www.cybertechhelp.com/forums/
http://forums.whatthetech.com/
http://qmalwareremoval.freeforums.net/

Please let us know if you try this and what the result is.

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

Re: Help center / Get Support

OK, let's see what happens.

Kudos0

Re: Help center / Get Support

Back again, after some advanced cleaning of my computers.

I have some questions, especially about BIOS:

How 'deep' goes Symantec Data Scanner (SDS) Technology, in Kernel Mode, to protect NS users from BIOS-rootkits (Ring 0, -1, -...)?

I assume NS 22.9. is protecting both in User and Kernel Mode?

I had some driver issues after cleaning, so I'm wondering if reinstalling ditto could re-introduce some malicious Kernel Mode drivers?

Also, what about NPE - is it tougher than Full System Scan / Quick Scan, when it comes to SDS?

Kudos0

Re: Help center / Get Support

If your hardware is maliciously comprised how do you expect any software of any design to be effective? Keeping in mind that such a problem is quite rare, and other malware are quite unlikely after a proper reinstall (I'm not totally sure what you have done so far clean install wise).

One thing to be aware of is that the OS does not sync with the onboard clock in real time. While running the OS clock can drift from the onboard clock only to be re-synced later (reboot, sleep, hibernate, other OS internal triggers).

What time servers do you have your computer set to sync with? I believe Norton's "Get Support" does trigger a OS time sync with the server.

Also bear in mind that 1970-01-01 = 0 on your computer's motherboard clock.

A proper clean install would be to download the latest ISO from Microsoft on a trusted computer and then validating the SHA1 of the ISO, eliminate all partitions before re-installing windows (use 'clean' in diskpart while booted from DVD burned from the ISO), then from a trusted PC download all the proper drivers for your hardware (validating the digital signature on each!) before installing (don't connect to the internet until you have all your drivers installed). Install all windows updates (with some debate about what insanity microsoft is up to at the moment and perhaps side step some junk updates and block/disable some DiagTrack junk).

Also bear in mind hardware failures are possible and may have bizarre symptoms.

00360:

Back again, after some advanced cleaning of my computers.

I have some questions, especially about BIOS:

How 'deep' goes Symantec Data Scanner (SDS) Technology, in Kernel Mode, to protect NS users from BIOS-rootkits (Ring 0, -1, -...)?

I assume NS 22.9. is protecting both in User and Kernel Mode?

I had some driver issues after cleaning, so I'm wondering if reinstalling ditto could re-introduce some malicious Kernel Mode drivers?

Also, what about NPE - is it tougher than Full System Scan / Quick Scan, when it comes to SDS?

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