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Kudos0

Norton remote help

Please can someone solve my issue in trying to connect to Norton remote access..

Firstly my Norton with backup subscription was renewed last week and since then, access to websites etc have been extremely slow.  Indeed often I have to refresh a Norton page in order to gain access.  Incidentally the renewal came with a download ??

However, back to the issue.  On using Norton  webchat, I am provided with a hyperlink and a 6 digit code, and after this a screen appears with a box referring to an app ?  Clicking YES I then have a chat screen with "waiting for technician" but nothing happens after many minutes.

Getting back to the original chat screen EVENTUALLY, Norton have disconnected.  This has happened on two occasions.  Seems I am missing something after the 6 digit code.

From reading you will realise my expertise in computers is very limited, and have only just upgraded to Windows 10 from Vista after 9 years.  This together with "senior years" makes life difficult.

Thank you for reading.  Hopefully someone can spot my error and correct.

Replies

Kudos0

Re: Norton remote help

Are you leaving the CHAT window to do something else while waiting? Normally inside the chat window there will be a timer showing something like 1:30 for 1 min. 30 secs...It will alot of times take longer than what it shows tho and will reset the timer accordingly. But if you were to leave and that chat window is in the background, its possible a technician came on while you weren't looking and then when he/she seen you weren't there, the chat was dismissed and closed out. Is this possible?

DELL XPS 8900 / I7-6700 / 64bit / 16GB RAM Win7 Pro - Norton Security
Kudos0

Re: Norton remote help

Hello devrod. Was the support technician attempting to remotely access your system and provided you a code for validation? I cannot ever remember having to have a code for a remote session in the past, but could be mistaken as its not something I have had to go through. Give support another shot at this link. If you are using another link for support you are most likely NOT getting the legitimate official support Norton provides.

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.55 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Norton remote help

Hello, and thank you for your interest.

The link and pin code were provided by Norton, but like yourself, not previously encountered this when requesting remote access.  The sequence of events are as follows:-  Chat incorporate link and pin code into text with instructions, but seems once pun code is put in and click proceed, it switches to another screen  asking a question about app ?? yes or No, and on clicking YES I end up with what appears to be a chat screen showing "awaiting technician" but nothing happens. Eventually getting back to the original chat screen, Norton has signed out.

Might be a good idea if NORTON put on a "HOW TO" so users can follow.

Wished I'd stayed with MS Vista !!

Kudos0

Re: Norton remote help

Thanks for your response. On clicking link and inserting pin code provided on the Norton original chat screen, the latter disappears and is replaced by a smaller version of the chat screen with message "awaiting technician" and at no time was this left unattended.  When realising nothing was happening, eventually getting back to the original chat screen I found Norton had disconnected.

The problem at the moment is that quite often the NORTON page has to be refreshed in order for the content to be displayed.

Temporary files are cleared daily as is file clean up etc, since the computer is switched off daily for some 10 - 12 hours.

A tutorial on the use of Remote access would be of benefit to many.

Regards

Kudos0

Re: Norton remote help

Try a different browser than the one you are currently using to access support chat. IF you somehow got the Windows 10 October update before it was pulled, some users are reporting the Edge browser is full of issues after the upgrade.

Cheers

Retired military (Navy 1980-2002) "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.55 / NSBU 22.15.1.8 / Norton Core v.267
Kudos0

Re: Norton remote help

FOLLOW UP TO ORIGINAL POST.

After making three attempts to open an online access with Norton, and being disconnected each time, I turned to a UK based technician for assistance. This company uses the same connection program and I had no difficulty in maintaining contact. The problem was identified as a fault with the NORTON  Wi Fi privacy program, and once deleted, all systems worked at the proper speed.

Although I am given to understand the privacy program is extremely good ? being the end user can be very irritating and time consuming.

NORTON have since reinstalled the WIFI, and is a matter of time as to whether it will work at normal speed.   Watch this space.