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Kudos0

Norton Internet Security block Outlook incoming mail

In the last 6 weeks I have had 3 computers in my office stop receiving emails in Outlook because of Norton Internet Security.  All 3 systems are Windows 7 Pro computers.  If I reboot, there is a small window in the beginning when emails will come in.  After receiving a batch of emails the incoming emails get blocked.  If I remove Norton Internet Security, everything works fine.  Please help with any suggestions.

Labels: Email Scan

Replies

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hello

Norton would only block emails if they contained malware. Perhaps they were moved to the Junk Folder? You can check the History Logs, click Email from the dropdown list.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 202 I E 11
Kudos0

Re: Norton Internet Security block Outlook incoming mail

floplot:

Norton would only block emails if they contained malware.

Does Norton actually block the receipt of emails with malicious attachments, or does it remove and quarantine the attachment while allowing the email message to be delivered?

Kudos0

Re: Norton Internet Security block Outlook incoming mail

I agree with JoeCraw. Norton is blocking my e-mails. I am live chatting right now to try to get a fix. IT IS A NORTON ISSUE!

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hello SOJ

No one has mentioned emails with attachments except for you. JoeCraw did not mention anything about emails with attachments. If the emails are regular emails, they would be handled as I said in my post.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 202 I E 11
Kudos0

Re: Norton Internet Security block Outlook incoming mail

floplot:

Hello SOJ

No one has mentioned emails with attachments except for you. JoeCraw did not mention anything about emails with attachments. If the emails are regular emails, they would be handled as I said in my post.

Thanks.

Um, you posted "Norton would only block emails if they contained malware."  Malware in emails comes in attachments.  My question to you was, if there is malware in an email message, wouldn't Norton just remove the malware rather than completely block the message?  I ask because you are the one who brought up malware and I am not certain that malware would cause Norton to block an email message.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Just to clarify, ALL incoming mail is blocked. Outlook will eventually fail and give a message that the server cannot be reached. Rebooting the system will give a few minutes where incoming mail will be received, but within a short time, Outlook will again stop receiving emails and eventually gives the same server time out error.  

If I remove Norton from the system, the problem goes away.

Reinstalling Norton gave me a week or 2 of no problems, but the problem has returned to the two systems I did the removal/reinstall on. My temporary solution has been to install a different antivirus program, but I still have remaining time on my subscription and 20 other systems that run Norton.

I hope that helps to better describe my problem.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Do you have Norton email scanning enabled?  And what ports are you using for incoming and outgoing mail?

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hello

The trend in malware in emails today is away from attachments.

https://www.symantec.com/connect/blogs/malicious-links-spammers-change-malware-delivery-tactics

Hello Frost

It sounds like your Outlook is having problems connecting to the email servers which might be caused by a change of ports required which is what SOJ is trying to get at. It might also be some sort of problem with the email servers themselves.

https://us.norton.com/security_response/secureemail.jsp

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 202 I E 11
Kudos0

Re: Norton Internet Security block Outlook incoming mail

floplot:

Hello

The trend in malware in emails today is away from attachments.

https://www.symantec.com/connect/blogs/malicious-links-spammers-change-malware-delivery-tactics

Links are not malware.  

Kudos0

Re: Norton Internet Security block Outlook incoming mail

It can't be a problem with the email servers because other computers are not having the problem and removing Norton fixes the problem.  Norton seems to be going rogue and blocking access to the incoming mail server.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Yes.  Norton email scanning is enabled.

The incoming port is 110.  Outgoing is 3535.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

I would try disabling Norton email scanning.  It is completely non-essential, as anything that would be caught coming into the inbox will just as easily be caught by Auto-Protect later.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Do the other systems you look after use port 3535 for outgoing emails? Do they have the problem you are seeing?

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Norton Internet Security block Outlook incoming mail

I am not really happy with this work around.  I would rather find an antivirus program that works correctly.  Scanning email is probably the 2nd most important service I want from my anti-virus program.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Yes. Every system in the office uses port 3535 for outgoing emails and only these 3 systems have the problem when Norton is installed.

Just to restate, the problem is with incoming emails.

All incoming emails get blocked and I get a timeout message from Outlook.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi JoeCraw.

I work for Symantec in STAR CRT. I sent you a private message asking for more information about your issue.

Thanks

Tim McCormick
Symantec

Kudos0

Re: Norton Internet Security block Outlook incoming mail

I replied to you message with as much detail as I could remember.  I will try to get more info tomorrow.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

What happen to a solution on this?

I have the exact same problem. Outlook can send via smtp port 25 but not read incoming mails via pop3 port 110. Tweaking various Norton settings but nothing helped.

From cmd: telnet web01.one-sky.dk 110 

I do get a connection but outlook is timing out on the pop3 fetching mail, so obvious Norton is blocking outlook specifically.

I have had this behavior on three PC's now (one recurring), wasting my late night time fixing the problems.

I have removed Norton and installed Security Essentials (win7) and problem fixed.

/Stefan 

Kudos0

Re: Norton Internet Security block Outlook incoming mail

This is what I was told and it has been good for the last 3 days.  Only time will tell if the problem returns.  I uninstalled Norton and then reinstalled with the below exclusion.  I also excluded the whole folder that contains the .pst files

Tim's workaround:
You might be able to work around the problem by excluding *.pst from real time scans. In the consumer product it is under settings, antivirus, scans and risks, toward the bottom of the page. The real time scanner exclusions are called AP, SONAR and DI. You should be able to add a line for *.pst.

This workaround does not diminish the effectiveness of our product. It is overkill by the real time scanner, which is trying to scan the mailbox file when Outlook opens it. The pst file should not be opened when in use by outlook. Outlook generally allows it anyway, but occasionally it fails.

I hope that helps you.  Please post your results for me and anyone else dealing with this.

Thanks

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Thx Joe,

I'm waiting in excitement if this is holding on. I have previous re-installed Norton and it keept running for two weeks (until today). 

Therefore I now removed it completely.

Still I fail to see why scanning .pst file should hold back pop3 port 110 traffic to outlook!

My customer is soon to re-new their 12 Norton licenses and guess what my recommendations will be?

/Stefan

Kudos0

Re: Norton Internet Security block Outlook incoming mail

I couldn't give you a reason, but this workaround came from Tim at Norton who is currently researching the problem.  I guess it is possible that the error message is not very accurate and the real problem is Norton is stopping access to the .pst file, therefore, not allowing new mail into Outlook.  By excluding it, you stop the file lock.  (I don't know, just spit balling)

Hopefully it works

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi sta_dk

I am sorry that you felt it necessary to remove our product. At this time we are still investigating the cause. The effectiveness of any workaround has not been proven. There is not a cut and dry solution to email failures.

We rarely have a quick fix or workaround for infield issues and mostly all we can do is gather additional information. As mentioned by Joe, the workaround would be to exclude *.pst type files from the real time scanner. There are some considerations here.

Outlook has to be saving messages on the client's local hard drive to a *.pst file.. The mailbox files may not be located with the outlook program files. The exclusion should only be added to the Real Time Scanner, SONAR and Download Insight exclusion list. The exclusion will not diminish the effectiveness of the product as long as inbound email is getting scanned by our software. It is important to continue scanning inbound messages in outlook if the work around allows inbound messages to arrive. It can take up to two weeks to have the issue manifest so you might want to test it out on one machine to see if it works for you.

And it might not solve your issue. it seems to work but only Joe and one other customer have tried. Let us know if you try the fix and what happens.

Thanks

T. McCormick
STAR CRT

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi T

Thanks for your reply, much appreciated.

I'm on a fixed fee support contract keeping our customers business IT running and have already spent hours. So I don't have the luxury of trying this and doing that. I'll step back and await your findings. the sooner the better. This is the time to show that a paid product is worth the money by proper and switft support :-)

I still think your looking in the wrong direction but you're the expert on your software. And I believe you have proper debugging tools at hand so you don't have to sit and wait for customers reporting back after two weeks on a work around.

Also I don't understand why the this thread was stopped and moved to a private conversation keeping other customers from knowing the issue.

/Stefan

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Also I don't understand why the this thread was stopped and moved to a private conversation keeping other customers from knowing the issue.

Employees often use the PM system because they need to access personal information about the Norton Account associated with the product having the issue. Obviously this information cannot be shared in the open forum.

They are not trying to hide anything.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi sta_dk.

I have to be discreet contacting customers. I have to be careful what I post here since I am an employee. I am doing this because I see an opportunity to get information about email errors from customers when they are most willing to work with us. I am taking a risk doing this on my own initiative. I don't have much experience posting to the public forums, and I am not qualified to support Norton products. 

The forum moderators, tech support and the Norton team who manages the site have no idea who I am. I would rather be discreet and not cause them any problems by posting something that needs to be pulled down. I told Joe to feel free to comment publicly on his experience. I would have contacted you in the same way and told you the same thing. I am not really providing support now. I am offering a suggestion and need feedback from people that have this problem. Reproducing the problem ourselves is difficult.

Thanks for your understanding.

T. McCormick
STAR CRT

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi T

I'm confused now, you're not a Norton support person?

I kind of assumed supporters were responding in this forum.

Anyway I understand and supports the privacy issue, but none the less; you/Norton could post an update that you're looking into the matter and eg. ask for other customers experience. But that's just my opinion and how we're addressing our customers in DK with trust and an open mind :-)

Kudos0

Re: Norton Internet Security block Outlook incoming mail

It is probably actually better that T is not a support person. Support reps usually just work from a script. T is a Norton employee that apparently works with the the features you are having problems with. And he is trying to help.

The problem you are having is known,. It sounds like it may be something specific to your combination of hardware and software or settings on your systems. That is why it is difficult to fix and test. The more users' systems Norton can have testing, the quicker a fix can be found.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Norton Internet Security block Outlook incoming mail

Just to keep everyone updated.  The workaround did not work.  The 2 systems I did it to started showing the same symptoms again today.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi Everyone.

The suggestion I made does not appear to be effective. Sorry about that. It may still be worth trying, but be aware that the problem may come back after a few days. If you do try it, please report what happens. If the suggestion does not work, we are still interested in finding out what is causing it. While I can't promise anything publicly, I do look specifically for email issues like this when I am lurking up here.

Thanks

T McCormick
STAR CRT

To summarize:

if you are having POP3 failures with outlook when Norton is installed and you save your email to your local hard drive and the file extension of your mailbox file is *.pst then adding an exclusion to the antivirus settings for the real time scanner for *.pst files may help. It can take up to two weeks for the issue to return. If the problem does return, then the exclusion was not effective, and the exclusion can be removed.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Today I uninstalled Norton and replaced with MS Security Essnetials on two more Desktop's with the same odd behavior.

Would be nice if Norton could provide a "patch/update" with extended logging facilties that can be enabled/disabled on demand so we're not dancing blindfolded.

/Stefan

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi Stefan.

Thanks for your suggestion. We don't normally expect the customers to do the troubleshooting. I will pass your idea on to my manager. We get volumes of log data already, but interpretation is troublesome. That is my job, finding the true problem in all the noise and reproducing the issue. Email failures don't reproduce easy.

I am looking for other possible issues in the logs we already have. I see a few more things that could be relevant:

Were any of the machines of yours using a wireless network? 

Have you contacted our tech support in Europe? Some countries have specific problems.

How long was our software installed on the two machines that you mentioned that just started having this problem? 

Are there any machines that are still running our software but don't have any issues with fetching mail in Outlook? 

Are these windows 10 systems? What version of outlook are you using. Office/Outlook 2010 is version 14, I think.

I appreciate your interest.

Thanks

Tim

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi Tim

All client machines are wired to the LAN (nothing wireless).

The recent two machines are windows 7 (fully updated) with MS office 2010 (soho version) . Norton has been running for several years.

Yes we still have a handfull of clients running Norton AV, but it seems to be a matter of time before these clients could also face the problem.

No, I haven't contacted the EU support. Most IT problems are already addressed, so I always start out using google search, that covers 99% of all problems.

/Stefan

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi Stefan.

Thanks for replying. The logs I get are after the problem starts. I don't have a baseline from the same machine before the error occurred. Expecting that the error will eventually occur, having a log of how it used to work before the problem started would help to filter out the noise.

I am still working with Joe on troubleshooting the problem.

Thanks

Tim

Kudos0

Re: Norton Internet Security block Outlook incoming mail

I am experiencing the same problem currently with Win 7 and Office 2010. My problem coincided with an upgrade to Adobe Acrobat Pro DC which added extra functionality to the Outlook toolbar. I think it was a digital signature button, not sure, didn't use it and promptly Acrobat Pro DC to go back to ProXI. That said I haven't reinstalled Acrobat yet but still have the problem with Outlook. I boot the PC, open outlook, it downloads my emails from the server, then it stops receiving any new mail.

I've disabled Email Protection but it makes no difference. Any advice please?

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hello

You could try deleting the Outlook program from the Firewall and then use the program  so that the program gets listed again in the Firewall. If that doesn't help, then it might be an issue with your Outlook. If it downloads when first opened up, then it doesn't sound like Norton is interfering.

Thanks.                                                                                                                                              

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 202 I E 11
Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hi and thanks for your reply. I now don't believe it's anything to do with the Norton product. There were also some microsoft updates on this pc last week. I've remedied the problem by activating SSL connection on each of the problem accounts and all is currently good. Why it's changed after 6+ years of solid performance is anyone's guess :/

Kudos0

Re: Norton Internet Security block Outlook incoming mail

I can confirm JoeCraw's, DL3L24 and Sta_Dk's Outlook incoming mail port block issue.

I service a series of computers, 2 of which use Norton.

The 2 computers that use Norton receive Outlook 2013 emails on first boot, then shortly after the incoming POP3 mail port times out with error 0x800421a. The computers not running Norton and using the same ports and mail server setup does not exhibit this issue.

There is no virus or malware involved and nothing in the email that comes in should cause the port to become unavailable.

It is possible that a recent Microsoft Office Update may be in the mix with this, but not seeing this problem on any other system other than the ones running Norton Security would suggest if that is true, its a conflict between a MS Office Update and Norton.

None the less, time is money and rebooting computers to get business emails is not an option. The suggested fix in this thread is apparently not a solution. If a resolution can not found and issued quickly it will be easier to simply replace Norton with another security product and be done with it.

I would prefer not have to advise my clients to remove Norton and replace it but as mentioned, time is money. 

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Check the mail server settings in Outlook. See if you have SSL set up for the email server. 

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Norton Internet Security block Outlook incoming mail

Norton does not scan SSL or IMAP. Neither ports are SSL

There are many systems using Outlook 2013 on other security AV/Malware software suites and none of them have this issue, only Norton. Add to this, it started about 2-3 weeks ago after applying a Windows rollup and MS Office updates which may have been pending for well over a month and coincide with the OP's time frame for when the problem started. All systems had the same updates applied and only Norton systems display the problem.

And to add to the drama,... https://community.norton.com/en/forums/latest-nis-update-3272017-causes-outlook-2013-problem

I'm am probably just going to put this client on NOD32 and forget it. They are the only clients I have that use Norton.

I have been a SYSADMIN since the 90's..  TIME=MONEY its far more economical to move a different security software 2 year product license for several desktop systems than it is for 2-3 hours of my services to try and fix the problem or work with Norton to fix it.

I can not recommend to them dealing with things like this when no other security software displays any such issue and I wont change ports or turn off email scanning just because one security software product is causing problems regardless of a possible clash with a MS update or not. 

Businesses should not have to deal with the loss of their email without rebooting their computers, period.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hello, I have the same problem in several laptops. I think that the problem begin when it is connected to some wifi.

I remove Norton and the problem is solved, I install a new version of Norton and all works fine but only for a few days (I think until the users of laptops connected again to some wifi)

Is there any solution??

Thanks

Kudos0

Re: Norton Internet Security block Outlook incoming mail

I have the exact problem on outlook 2007.  It started happening a month ago and reinstalling Norton solved it until this week.  I trusted your product so much I have it on 6 machines!!!!! and now today I need to remove and reinstall Norton TWICE to receive email, ridiculous is it!!!! 

And I just bought 3-year plan, can I ask for a refund?

Kudos0

Re: Norton Internet Security block Outlook incoming mail

And I just bought 3-year plan, can I ask for a refund?

As long as you purchased within 60 days, you can request a refund. See Norton refund policies. 

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hello

I just disable Anti-Spam in Norton and let Outlook do it plus my ISP's spam filter. You just have to make sure that you have the correct email settings in Outlook. Any spam that does make it to my Inbox in Outlook, I just add them to Outlook's Junk Folder. It learns it quickly. I do have to check the ISP's spam detector. I sometimes find my regular mail in there, but it has only been doing it for about 10 days now. My ISP stopped doing email and passed us over to something else.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 202 I E 11
Kudos0

Re: Norton Internet Security block Outlook incoming mail

Here is the log file produced after one of our workstation started experiencing the problem

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Wasted 4 hours troubleshooting this problem and ended up uninstalling Norton Security from the one PC having problems and will just install some FREE substitute until Norton figures this out.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

Hello JoeCraw

Have you followed the Log Files instructions located immediately below the Reply Box?

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.11.2.7 Core 202 I E 11
Kudos0

Re: Norton Internet Security block Outlook incoming mail

Same problem for me. Norton blocked several important e-mails.

Kudos0

Re: Norton Internet Security block Outlook incoming mail

I am less than impressed by the Norton Support on this issue.

If I remove Norton Internet Security from a PC and the problem goes away..the problem has to be with Norton.

Kudos3 Stats

Re: Norton Internet Security block Outlook incoming mail

Hi.

Thank you to everyone for taking the time to tell us about the problem. Like mentioned, the problem goes away when our software is removed and that makes it difficult gathering information. This failure went away by itself about a month ago. It has returned as of last week. We have collected information from a customer who was willing to stay with us after they suffered through the last round of email failures. We are analyzing that data, have a better idea about the reason it occurs, and are in the process of reproducing the issue here based on that information.

It looks like rebooting the PC when in this failed state should temporarily resolve the issue. How much time passes between failures is not yet determined. Everyone has a different threshold for this kind of workaround. Mine is no more than once per day.

Other suggestions mentioned in the thread, like removing Outlook Plugins and changing settings in the product can also help. Make sure your Norton product is using the latest version, 22.9.3. Run live update, reboot when prompted, and run it over and over until there are no new updates, then reboot the computer one more time. If something worked for you, let us know.

If rebooting after you get the email failure doesn't work please let us know. If anyone who is getting this problem right now is interested in helping gather information I can work with you directly.

Thank you.
T. McCormick
STAR CRT

Kudos0

Re: Norton Internet Security block Outlook incoming mail

I just did a clean install of Windows 7 Ultimate, and after installing Outlook 2010, which worked flawlessly, I then installed the latest Norton Security back onto my computer, and ALL email services cease to function after the very first initial Outlook log on. After that, the "time out" error appears. I uninstalled Norton, Outlook worked PERFECTLY again.

Mark

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