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Kudos0

Just downloaded Norton, now getting a message I don't understand

My yahoo email address was recently hacked (you know, the thing where spammers send links and ads that are apparently from your address).  So I downloaded Norton for the Mac, made Firefox my default browser; and now when I open Firefox I get a popup from Norton Confidential that says "Error encountered".  But it doesn't tell me what to do about the error.

And, my first scan tells me there are no viruses on my Mac - given the email hacking, not sure if that's right.

Does anyone out there have any thoughts about this?  (Yes, I'm a luddite  ;-)

Replies

Kudos0

Re: Just downloaded Norton, now getting a message I don't understand


raehelm wrote:

And, my first scan tells me there are no viruses on my Mac - given the email hacking, not sure if that's right.

Does anyone out there have any thoughts about this?  (Yes, I'm a luddite  ;-)


You have been the victim of a phishing attack. You know --just enter your email address and maybe your password too and then untold delights will be yours. Yeah, I've been hit too.

While not a virus, you should take precautions such as changing your password and security answers. If issues persist, you may have to set-up a new email account.  And be careful about handing out your email address or any account info in the future.

A Symantec employee wiil help you with the NC issue.

Kudos0

Re: Just downloaded Norton, now getting a message I don't understand

Are you using Firefox 3 or Firefox 4? Norton Confidential doesn't support Firefox 4. 

If you are not using Firefox 4, then follow these directions to gather more information:

1. Quit Firefox.

2. Open the Console application (in Applications -> Utilities folder).

3. In the Console window, click on "All Messages". Then click on the Clear Display button.

4. Launch Firefox and try navigating to a Web site.

Go back to Console, and see if you have any new messages. This will help us track down why it is displaying "Error encountered".

Also, please try using Safari just to see if the toolbar works in Safari.

Sorry for the problems.

Ryan

Ryan McGann Technical Director Norton Business Unit, Symantec
Kudos0

Re: Just downloaded Norton, now getting a message I don't understand

Hi Ryan, thanks for responding.

So I'm using Firefox 3.6.13, and the problem doesn't occur with Safari.

I followed your instructions, and cleared the display on Console.  When I launched Firefox, navigated to a random web site, then went back to Console, I had a whole slew of messages dating from 1/28.

The other weird thing is, if I turn on all the Norton features, like Anti phishing and Firewall and so forth, I can open Firefox but can't get to my home page (Google).  If I turn all of the Norton features off, I can get to my home page, but I get the error message I described earlier, and the performance seems to be slower.

Again, not seeming to have these problems with Safari (I could just switch browsers, but I like Firefox better).

Thanks for any help you can provide....

Kudos0

Re: Just downloaded Norton, now getting a message I don't understand

It sounds like a serious problem is occuring. Perhaps one of our essential processes failed to install.

1. In your Applications folder open the Utilities folder.

2. Launch "Activity Monitor".

3. In the Activity Monitor window, look at the top. There should be a popup menu either labled "All processes" or "My processes". If it says "My Processes", change it so that it says "All Processes".

4. Look in the list (or search in the list) for "SymSharedSettingsd". Let me know if you see a process with that title listed.

5. Also look in the list (or search) for "SymDaemon". Let me know if you see a process with that title listed.

If either of those processes are not listed, something did not install correctly. Hopefully it's a simple problem like that.

Sorry for the problems.

Ryan

Ryan McGann Technical Director Norton Business Unit, Symantec

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