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Kudos0

'norton action required'

Along with a number of other Norton subscribers, I also have that 'norton pop up, action required'  Threat described as 'Adwar/ Webwise' . Using norton eraser , quick and full scans and rebooting with no positive results, I went to the help / chat line. Norton Agent Sinil, took control of my computer, went through various stages and felt confident the issue was resolved. Next morning same thing. Went back to the chat with previous ticket number where  Norton agent John tells me he isn't technically trained to access and clear any virus' but for $99.99 he could get me a tech who could. Another option would cost me $49.99 to coincide with my current subscription. Since we bought Norton to avoid this sort of situation, I'd rather either live with the trouble, get someone to clear it for me or buy a new computer. I thought Norton had a good product and stood behind it. Now it seems a Norton scam. Anyone out there have any other thoughts/advice?  

P.S. Just checked out some other products on PC reviews & discovered Norton is only halfway down the list and at nearly twice the price. Guess I'll be removing this product and moving onto a more customer service friendly product.

Replies

Kudos1 Stats

Re: 'norton action required'

It looks like you have picked up a PUP, a Possibly Unwanted Program. While they are annoying, they do not cause damage to your system. Some people actually want the 'Features' offered by these programs. They are usually downloaded alongside a legitimate download when you do not uncheck the option for the additional download.

Norton products concentrate on malware that can damage your system, that is why some PUPs are not detected.

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.

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

 

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

Re: 'norton action required'

Thanks for your reply peterweb. Wish I were savvy enough to understand much of the 'politics' of computer protection but I'm only a simple user. I do understand enough that people who live and excel in this technology and especially those who make it their livelihood, can develop products or 'cures' thereof at a relatively modest cost easily recovered by mass marketing. 

The fact that a company has 'agents' hawk additional protection to correct a failed product service is what gets my goat.

People as yourself (providing you are not a Norton employee) are fantastic. Willing to spend time to help the less techno involved may be a simple past time for you, but it's a breath of new faith in an otherwise world of dog eat dog commercialism.  Haven't yet tried your suggestions, but wanted to just say thanks, Live long and prosper.

Kudos0

Re: 'norton action required'

Kudos2 Stats

Re: 'norton action required'

jmofpa

Thanks for the kind words. As you suggest, I am not an employee. Most here are just users like you that volunteer our time to try to help users from our experience and knowledge of the Norton products.

The fact that a company has 'agents' hawk additional protection to correct a failed product service is what gets my goat.

If this refers to my suggestion to seek outside help, you have to remember that no single security product can protect from 100 % of the thousands of new malware released every day, 100% of the time.

As for PUPs getting onto your system, they are often downloaded alongside a legitimate download. There is usually a check box that you need to uncheck to not get this 'added feature'. Unfortunately some of these check boxes are not obvious on the download page, or may be buried in the EULA. Many of us here will use a secondary, on demand scan with products that are more aggressive in PUP detection. The product I use is the FREE version of Malwarebytes. You can find it here http://www.malwarebytes.org/products/malwarebytes_free/

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

Re: 'norton action required'

Again, thank you for your time, concern & patience Peterweb and wanted to let you know my status.  I have looked into a couple of other 'protection' services other than Norton. Our subscription will expire  in a month and plan on leaving.  Not wanting to promote a unproven provider I won't mention their name. They do however promise to clear any problems that occur after or before signing on. I figure what's to lose,  I feel screwed already. They were recommended by a independent reviewers publication.  It's a #2 best pick over Norton's #8 status. Another publication altogether barely mentioned Norton. The final laugh was a 'Norton' reply to my initial comment. I was told to follow exactly what I have already done,twice. Then when asked if 'helpful', I checked NO, it invited me to a live chat. Yeah, that'll work. 30 odd minutes of time lost the first time I live 'chatted',  with failed results. Another quarter hour lost the next day listening to an 'agent' telling me he isn't qualified to help me but CAN sell me more coverage, I don't think so.

Your advice on those pesky check boxes is a very sound one and I do follow through on it. However, my wife is the 'bargain' hunter and is forever ignoring commonsense when those bright letters that spell  F R E E  light up. Wish women would heed the proverb "When something is free, it rarely is" , more often. Kids I can almost understand. Thanks again and all the best to you.

Kudos0

Re: 'norton action required'

Thanks for coming back and letting us know which way you are going.

One thing to remember. Before you install the new product, be sure you fully remove your Norton. First uninstall from Control Panel, then download and run the Norton Removal Tool from   www.norton.com/nrt

Good luck.

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

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