This forum thread needs a solution.
Kudos0

Multiple Unsolved (Inactive) Threads Recently Marked as Solved

Posted: 22-Mar-2022 | 9:24AM · 7 Replies ·

I'm seeing another flurry of emails notifications letting me know that several threads I'm subscribed to were recently marked as "Solved" even though there's no indication that the original poster's problem was actually fixed.
 
For example, I received a email notification today letting me know that my 08-Mar-2022 post in BelleDixie's I'm facing problems with Norton after a recent update when all I did was ask if the software updater they were using was the built-in Norton Software Updater.  This thread was originally posted in the Community Feedback board (it looks like one of the Forum Mods moved it to the Norton 360 board and revised the title of the thread) so it wasn't clear to me exactly what software updater BelleDixie was using.

I raised this same issue last year (see peterweb's reply in my 21-Jan-2021 thread Are Inactive Threads Being Automatically Marked As Solved?) and still don't understand why it's necessary for the Forum Mods to mark these inactive threads as "Solved" before the original poster has confirmed that their problem is fixed.

Replies

Kudos0

Re: Multiple Unsolved (Inactive) Threads Recently Marked as Solved

Posted: 08-Apr-2022 | 3:34PM · Permalink

This is just my thoughts on what is happening here.

I believe the forum admins want to help the search results for the forums by marking solutions for questions asked, even if the OP did not confirm the solution. From what I have seen, the selected solution posts are on target. 

Forum search results are enhanced by the searcher seeing the topic/issue they are looking for has a solution, rather than just random posts that may have no useful information.

Kudos1 Stats

Re: Multiple Unsolved (Inactive) Threads Recently Marked as Solved

Posted: 09-Apr-2022 | 7:22AM · Permalink

peterweb:

... I believe the forum admins want to help the search results for the forums by marking solutions for questions asked, even if the OP did not confirm the solution. From what I have seen, the selected solution posts are on target...

Hi peterweb:

I'm not sure if I'd agree that solutions selected by the Forum Mods are always "on target", but the Dell Community where I sometimes post in has a feature that might make things clearer for users here in the Norton Community if it were adopted.  If the original poster clicks the "Accept as Solution" button on a post in their thread the Solved flag is coloured green, but if a Forum Mod marks the thread as Solved the flag is coloured blue.  It's a practical way to show other users if the original poster was personally satisfied that their problem was solved.

Kudos1 Stats

Re: Multiple Unsolved (Inactive) Threads Recently Marked as Solved

Posted: 09-Apr-2022 | 7:54AM · Permalink

@Sunil_GA

Maybe this is a suggestion for the forum devs to consider?

Kudos1 Stats

Re: Multiple Unsolved (Inactive) Threads Recently Marked as Solved

Posted: 13-Apr-2022 | 8:28AM · Permalink

If the original poster clicks the "Accept as Solution" button on a post in their thread the Solved flag is coloured green, but if a Forum Mod marks the thread as Solved the flag is coloured blue.  It's a practical way to show other users if the original poster was personally satisfied that their problem was solved.

 Maybe this is a suggestion for the forum devs to consider?

Agree, this sounds like a good solution to differentiate between customer-marked / Moderator marked solutions. I will put it up for future enhancements, we may not implement it in the same exact way but will try to make it easy for customers with the best UI experience. 

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Multiple Unsolved (Inactive) Threads Recently Marked as Solved

Posted: 12-May-2022 | 9:07AM · Permalink

Here's another example.  I posted in Bill035's Wrong Internet Provider on 26-Apr-2022 and asked the OP to provide their system specs and describe the odd sounds they were hearing from their computer after receiving a spam email from an unknown ISP, but the OP never responded and abandoned the thread.  My reply was marked as the Solution this morning but there's nothing in that thread to indicate that the Malwarebytes Free scan I suggested actually stopped the sounds coming from the OP's computer.

Kudos1 Stats

Re: Multiple Unsolved (Inactive) Threads Recently Marked as Solved

Posted: 13-Aug-2022 | 10:16AM · Permalink

Could one of the Forum Admins please UNMARK my 18-Jul-2022 post in AzLady's Norton Anti-spam toolbar disappeared in Outlook 2007 as the solution for that thread?  Someone marked that post as the solution today but the original poster replied that after their MS Office 2007 suite (freshly installed on a new computer) received a product update that the Norton AntiSpam toolbar spontaneously reappeared on it's own. None of the suggestions I posted was of any actual help to the OP.

Kudos0

Re: Multiple Unsolved (Inactive) Threads Recently Marked as Solved

Posted: 13-Aug-2022 | 2:23PM · Permalink

When I see an incorrect solution marked, I use the Notify Moderator link under that post to ask the solution be removed, or changed to a more correct solution.