• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos3 Stats

Norton internet security issues and support issues

Hi Guys,

Norton internet security is driving me crazy. Very frequently im getting a red warning like this - https://www.screencast.com/t/O43N3aGfw when i click this is what i see https://www.screencast.com/t/ycGySe5t I DONT care about browser protection. Then i have to click "Ignore" like this - https://www.screencast.com/t/JmJBZYX1 then the protection will be ok. But It's becoming red again in few days and it's annoying!

I tried contacting their support via Live Chat. Agent "Gxxxx" wasted 1.5 hours of my time. She again and again insisted that this is an update related issue so she need to reinstall the app (i know sometimes reinstalling will resolve most of the issues right?) but i've already tried that option. But she really again and again wanted to gain access to my pc and reinstall the software. I said NO. Because I have 2 workstations, both also having this same issue. So this cannot be a update related issue. After I mentioned that 2 of my PCs having this issue, she changed her story. She said I need to disable my chrome browser extension so that i wont be prompted again to install this extension. I spent nearly 1 hour trying to explain to her that i did not install any chrome extension and i do not wish to install norton chrome extension. The staff couldn't understand this basic thing which im trying to explain and again and again sent me steps to disable chrome extension which i never installed. Such a useless support. I finally decided not to continue the chat and I replied to the automated case email. Guess what, after 24hrs i received a bounced back email message. 

I contacted live chat again and to my surprise they told me that norton no longer providing Email support! guys whats going on really? you stopped giving email support (last time your email support was one of the best support) then outsource live chat to some indian guys who have no idea how to resolve an issue. This is really frustrating. The best part is, the 2nd chat staff "Dxxxxx" REFUSED to escalate my case. He/She said she NEED to connect to my PC then only she can escalate to a senior tech if not senior tech wont be able to help me it seems!!! I'm a tech guy. I can do all the troubleshooting. I told her i can do whatever she ask me to do. But they really wanted to login to our pc!. This is unacceptable level of support. If my issue is not resolved, I will cancel all my license (yes,  i have multiple norton licenses) and will find another alternate provider.

My CASE id is : xxxxxxxx

Sam

Replies

Kudos1 Stats

Re: Norton internet security issues and support issues

There are many, many, many threads here on this issue of the red x on the system tray icon when you do not have the browser extensions installed. When you click on the do not ask again link, it works until there is another LiveUpdate for the Safe Web features. Then you have to do it again. Unfortunately, the only resolve seems to be to install the extension, then disable it.

I finally decided not to continue the chat and I replied to the automated case email. Guess what, after 24hrs i received a bounced back email message. 

As for the support email you received, these are automated messages that you cannot reply to. Norton has not had email support for years now. They seem to prefer the forums, chat or phone support, or using social media.

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

Re: Norton internet security issues and support issues

Hi @peterweb I tried your method - 

> Unfortunately, the only resolve seems to be to install the extension, then disable it.

However, it's not working. After installing this extension, the error is gone. But the moment i disable norton safe web, the red warning is back again.. it's kind of annoying really.......

Kudos1 Stats

Re: Norton internet security issues and support issues

Hi,

Apologies for the inconvenience caused. The product health turns Red when a user is not protected during online activities (Safe Web is not installed/enabled). When the risk is ignored, product health turns Green temporarily for 7 days, but subsequently users are reminded again (product goes back into Red state). This is why you keep seeing this behavior repeatedly.

Thank you for posting your feedback on the Norton Community forum. We are aware of this behavior and are working on a solution that would help users to ignore/snooze this risk for longer durations. We believe this would reduce the annoyance caused to some of our advanced users.  

Product health goes to red because, we know threat landscape has changed, users are at higher risk during their browsing sessions and hence require the Safe Web extension which has the following features:

o    Online Banking Protection

o    IPS Scanning

o    Link Guard

o    Isolation for suspicious sites

o    Protection against phishing and scam sites

o    Website ratings


Thank you,
Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos3 Stats

Re: Norton internet security issues and support issues

Hi Gayathri,

Thank you for the prompt reply. Finally, some acceptable answers. By any chance did you review the chat logs with your reps? both of them simply ignored that this is a default behavior of norton. They keep on blaming the updates, my pc etc. They wanted to take remote control and reinstall the app. Please educate your staff members. Live chat is your first line of support. When they talk nonsense it really frustrates the end user.

By the way i understand this feature is good, however,safe browser is not really that important if you have proper protection. So we should have a way to turn off this notification forever.. for some its important but for people like me it's not important. so every week when i see norton turning red is kind of annoying.

Thank you.

Kudos1 Stats

Re: Norton internet security issues and support issues

Well, apparently something was released regarding this -- however, it seems to have gone in the opposite direction than desired: now when the "Browsing at Risk" warning causes the red "X," if I select "Ignore Risk," the red "X" does not go away at all!

Kudos1 Stats

Re: Norton internet security issues and support issues

haha yes. I noticed this too!.

@Gayathri_R can you inform your product team reg this silly issue please? 

Kudos1 Stats

Re: Norton internet security issues and support issues

Same here, really hate this "feature".  Come on Symantec, let the user make a decision.  You can warn us, but once we make a decision, stop nagging the user to install an extension that is redundant to other extensions I use.

Kudos0

Re: Norton internet security issues and support issues

njpsu:

[...], stop nagging the user to install an extension that is redundant to other extensions I use.

Hi
Curious, what other browser extensions offers 'Banking Protection - Isolation Mode' and 'Link Guard'.

Thanks

Kudos1 Stats

Re: Norton internet security issues and support issues

If I understand your Banking Protection right, you are just routing my traffic to Symantec as a proxy server.  I really don't want Symantec routing my banking traffic via your system.  I think that's a risk you are introducing to my data that I don't want to take.  I want to directly connect to my Bank without a Symantec being a man in the middle.  On Link Guard, without more tech specs, it appears it's a white list service similar to what Google Safe Browsing already offers with Chrome. 

Bottom line, your customers should have the choice.  No problem warning us about features being disabled, but stop nagging us about it after we make a decision.  

Kudos0

Re: Norton internet security issues and support issues

Okay...Thanks
Maybe, all users don't have your knowledge n' experience. 

FAQ: Online Banking Protection
https://support.norton.com/sp/en/us/norton-identity-safe/current/solutions/v131585157

Browse the web in Isolation Mode
https://support.norton.com/sp/en/us/norton-identity-safe/current/solutions/v127606124

Protect your browsing experience using Link Guard
https://support.norton.com/sp/en/us/norton-identity-safe/current/solutions/v130461421

Bottom line, your customers should have the choice.  No problem warning us about features being disabled, but stop nagging us about it after we make a decision.  

Yes....choice is good.  User may choose to not opt in for Banking Protection - Isolation Mode - Link Guard. 
Maybe, and not defending > Norton wants users to (trial new protection features) be features aware.

I agree > users "should have the choice" to avoid Norton browser extensions.
Maybe, current heavy handed presentation will subside as Norton monitors telemetry.

Note: some security solutions bake-in their browser protection features. 

Norton may not satisfy all users, all the time.
Regards w Respect

Kudos1 Stats

Re: Norton internet security issues and support issues

Hello Norton!

I agree that you can and should warn your customers about features being disabled and the potential risks associated with that. But there are those of us who actually do know what we are doing, and you need to respect that. Stop nagging us about it after we make a decision. If we choose to turn any and all of the Norton Security features off then that is our choice. Please respect that!

I have been a Symantec/Norton customer for years, decades. Way longer than the "reg date" associated with my account. This is just a different account linked to a different email as to what I've used previously. I am not a newbie to your products. I've been your customer since the early days of your existence as a company.

I for one use other products in my multi-layered system/arsenal to protect me from the threats that exist. Understand that I am fully aware of the threat landscape. I study this stuff, have for years. I am not your average Norton user who truly does not see nor understand the threats. For those, yes they could very much benefit from the Browsing Protection and other features. But, for those of us who do know what we are doing, you NEED to provide us the ability to turn it/them OFF PERMANENTLY.

It's already hard enough to even discover how to ignore the "feature" reminders. You average user is likely not going to even go to the trouble to find it, let alone keep turning it off.

Listen, I shut it off for a reason. Without going into the details, I don't have the time nor inclination, it actually causes problems with my browsing when I have either the banking or browse at risk features enabled. Yes, I've tried both. Yes, I've had issues with both. I have decided to turn both off. I do not appreciate the constant nag, and frankly take offense at your arrogance of thinking you know what's best. You do not know best for all. Sure for many, but not all.

Got it? Enable us to turn these God Damned "features" off, permanently! They have gone from "features" to bugs! Sure, make it hard to do, that's perhaps smart for the average user. But for those of us who make the effort to figure out how to turn the things off, you need to respect us your loyal customers and enable us that ability to shut the things off, permanently. None of this 7 days then nag again. No, that is not acceptable!

Please don't make such a little thing become such a big annoyance that your customers begin to go elsewhere. You are not the only game in town!

Kudos1 Stats

Re: Norton internet security issues and support issues

Norton:

BTW you might want to look at and notice the now 3 pages of comments in this thread:

https://community.norton.com/en/forums/internet-security-risk-ignore-not...

Do those look like happy customers? Perhaps you might/ought to listen to them/us!

Also, there is no solution that we, your customers, can suggest or provide. The only solution can come from Norton and that is enabling us to turn off the annoying browser extensions. Sure, make it hard to find. That would be understandable. However, nagging us to install them is not a solution!

Oh, and another thing. I have been a loyal Norton/Symantec customer for years, decades really. Way longer than the "reg date" under my username. The account I'm using now is simply based on a different email than the one I had used for all the prior years.

Kudos0

Re: Norton internet security issues and support issues

Kudos0

Re: Norton internet security issues and support issues

Well, looks like you gave us two or three weeks without the notifications, but now they're back.  As before, selecting "Ignore" does nothing under "Why Fix This?". 

Please guys, let us make our choice, and stop nagging us about that choice.  And if "Ignore" isn't going to do anything, why leave it as an option?  Giving us the option to ignore then not allowing that option is insulting.