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Posted: 14-Jun-2016 | 4:57PM · 38 Replies · Permalink
Before this new update (22.7.0.75) you could click on the ? next to a setting and get an explanation of that setting.
Now you have to sign in with a Norton account and then it gives you this general support page and a pain to find what you want.
A big step backwards with your support system.
Very disappointed with this update.
Jim 
Posted: 14-Jun-2016 | 5:00PM · Permalink
Yup ... as I've been having some installation issues with the 22.7 update, I was trying to check support and was forced to sign in. A big thumbs down from me
Posted: 14-Jun-2016 | 5:19PM · Edited: 14-Jun-2016 | 5:31PM · Permalink
FWIW ~ some question marks are not active for me with/without Sign In dashboard for example >
some question marks are active for me with/without Sign In dashboard for example >
default browser IE11
Posted: 14-Jun-2016 | 5:37PM · Permalink
PhoneMan:Before this new update (22.7.0.75) you could click on the ? next to a setting and get an explanation of that setting.
Now you have to sign in with a Norton account and then it gives you this general support page and a pain to find what you want.
A big step backwards with your support system.
Very disappointed with this update.
Jim
Me too
Posted: 14-Jun-2016 | 8:02PM · Permalink
I found a work around.
I open NS and sign in at top of page.
I then click a ? and get that new Support page and leave it open.
I then click another ? and it opens another window and gives me the correct information.
As long as the first page is open the ? marks work.
Jim 
Posted: 14-Jun-2016 | 10:39PM · Edited: 14-Jun-2016 | 10:55PM · Permalink
bjm_:FWIW ~ PhoneMan work-around does not change my observe Permalink
Hello,
Just a quick question, and sorry to be off-topic,but when you open the main NS 22.7.0.75 GUI, does the Norton icon, under the "More Norton" tab is grey colored or what? (Similar to the screenshot here: https://community.norton.com/en/forums/windows-action-center-saying-norton-not-running-after-227075-update , although it's for Norton Internet Security).
When I look at this tab, the "More protection" letters are green but the icon is grey, is this by design or something went wrong during installation? ( I must say I have not used the "add device" option from that tab, this could maybe explain why the icon is grey...).
Thanks for any feedback.
Posted: 14-Jun-2016 | 11:33PM · Permalink
Whichever tab you click on goes white and the others stay grey. When you mouse over them, they also go white.
I assume there's a reason other than because they can ! 
Posted: 15-Jun-2016 | 12:01AM · Permalink
PhoneMan:I found a work around.
I open NS and sign in at top of page.
I then click a ? and get that new Support page and leave it open.
I then click another ? and it opens another window and gives me the correct information.
As long as the first page is open the ? marks work.
Jim
But I wish I shouldn't have to sign. I'd like to be able to view any help pages without having to sign in at all, just as it was before this last 22.7 update.
Posted: 15-Jun-2016 | 6:05AM · Permalink
Rainbow_2: But I wish I shouldn't have to sign. I'd like to be able to view any help pages without having to sign in at all, just as it was before this last 22.7 update.
must be me then, cause with/without Sign In dashboard, some question marks work, some don't .... 
Posted: 15-Jun-2016 | 6:32AM · Permalink
bjm_:Rainbow_2: But I wish I shouldn't have to sign. I'd like to be able to view any help pages without having to sign in at all, just as it was before this last 22.7 update.must be me then, cause with/without Sign In dashboard, some question marks work, some don't ....
I haven't (yet) checked all the ?s links in the new version, but I can say that those I checked so far do require Sign In while those same ?s worked fine without signing in before this last product update and I'd like they all still worked that way.
Posted: 15-Jun-2016 | 7:11AM · Permalink
Rainbow_2: I haven't (yet) checked all the ?s links in the new version, but I can say that those I checked so far do require Sign In while those same ?s worked fine without signing in before this last product update and I'd like they all still worked that way.
and by Sign In, you mean at dashboard or thru web portal..?
Posted: 15-Jun-2016 | 8:01AM · Permalink
bjm_:Rainbow_2: I haven't (yet) checked all the ?s links in the new version, but I can say that those I checked so far do require Sign In while those same ?s worked fine without signing in before this last product update and I'd like they all still worked that way.and by Sign In, you mean at dashboard or thru web portal..?
Actually I don't think that matters very much since before this latest product update I didn't need to sign in at all, as I already explained in my previous posts in this thread.
Posted: 15-Jun-2016 | 12:37PM · Edited: 15-Jun-2016 | 12:42PM · Permalink
More testing update:
It depends on which Browser is the default using Windows 10.
Firefox - Works fine - No Login required.
Edge - Works fine - No Login required.
Vivaldi (Chromium Based) - Requires Login but works.
IE11 - Broken. My workaround works.
Jim 
Posted: 15-Jun-2016 | 1:50PM · Permalink
Hi folks, for those that are able to reproduce this issue, could you record a video of the entire process? Our team is having a difficult time reproducing the problem, and seeing every step thoroughly might be helpful. If you need to upload the video somewhere, please email me and I can send you a location. Tony_Weiss@Symantec.com. Thanks.
Posted: 15-Jun-2016 | 1:54PM · Permalink
And to clarify, there seem to be 2 separate issues reported to this thread, correct?
1) when clicking the [?] within the product, taken to Norton Account login page
2) With IE as the default browser on Win10, some of the [?] links within the product are greyed out
Did I sum those up correctly? Also to clarify, my request for a video is for issue #1 above.
Posted: 15-Jun-2016 | 2:26PM · Permalink
@bjm_, I moved some of your posts to a new thread, to help keep things less confusing. I understand that they might be related, but it helps to keep things tracked separately. Thanks for understanding.
Posted: 15-Jun-2016 | 6:48PM · Edited: 15-Jun-2016 | 6:59PM · Permalink
I just did a TEST on a Win 7 computer:
I just made a vid of that test. @Tony_Weiss May I send the vid to yr mail box directly?
ps: Plz help delete the following duplicate info (due to internet connection error)
Posted: 16-Jun-2016 | 6:43AM · Permalink
Thanks @20750065, I sent you some upload instructions.
To everyone else who click the in-product links, but get directed to login to their Norton Account - can you try disabling your Norton Toolbar first, then trying to reproduce the problem? We've been testing and that seems to be a factor. Thanks.
Posted: 16-Jun-2016 | 11:04AM · Edited: 16-Jun-2016 | 11:07AM · Permalink
Tony. Looks like you have found the problem. It seams to be a related to the IDSafe Vault portion.
Edge - No Toolbar and works
FF - has a Toolbar but no IDSafe Vault and it works with the Toolbar enabled.
IE - Disable Toolbar and IDSafe Vault and it works.
This is on all my Windows 10 systems.
Jim
Posted: 16-Jun-2016 | 12:31PM · Permalink
Thanks for helping us confirm it. Our team is working on a short-term resolution now, so I'll let you know when we get that resolved. We'll be working on a long-term one as well, but that's not going to happen overnight. Thanks again for your help.
Posted: 17-Jun-2016 | 1:57AM · Permalink
Hello Tony,
I've just checked out my inbox and spam box, but I did not receive anything from your Tony_Weiss@Symantec.com
Regards!
Bry
Posted: 17-Jun-2016 | 5:48AM · Edited: 17-Jun-2016 | 5:55AM · Permalink
Looks like it is fixed for IE11. Got 5 updates this morning. Nothing special. Tried the ? with IE11 as default and all systems are working and no login required. I tested IE11, Edge, Firefox and Vivaldi and they all work.
Jim
Posted: 17-Jun-2016 | 10:01AM · Permalink
PhoneMan:Looks like it is fixed for IE11. Got 5 updates this morning. Nothing special. Tried the ? with IE11 as default and all systems are working and no login required. I tested IE11, Edge, Firefox and Vivaldi and they all work.
Jim
I'd say partially fixed because clicking a "?" while logged in goes to the generic support page and not the support article.
Posted: 17-Jun-2016 | 10:07AM · Permalink
Krusty13: I'd say partially fixed because clicking a "?" while logged in goes to the generic support page and not the support article.
Yeah, observed same on friends Comcast NSS 22.7
Not familiar with Comcast NSS, ....I didn't know if generic support page was normal.
Posted: 17-Jun-2016 | 10:09AM · Permalink
I just signed in and the first time I click on a ? it does open that new support page. If I then close the Browser then all the ? go to the right page.
If I don't sign in then all the ? go to the right page.
I normally don't sign in as I have a Local Vault and no need to.
Jim
Posted: 17-Jun-2016 | 9:11PM · Permalink
Hello 20750065
Did you check your PM envelope on top for a message from Tony Weiss since you didn't get an email?
Btw, the @mention to people only works for Gurus and above.
Thanks.
Posted: 19-Jun-2016 | 1:59AM · Permalink
@Floplot: I have just re-checked my own PM system, I have been unable to get a msg/ mail reply from Tony yet. Then, @Tony Weiss, may I send that vid to yr mail box directly?
TY!
Posted: 19-Jun-2016 | 10:02PM · Permalink
Hello
Please send a PM to Tony Weiss and ask him for the instructions since you didn't receive his PM to you. Wait until Monday though. You might find the PM then. You can only use @ a person if you are a Guru or Symantec Employee. I don't think you can send it to his email because then he wouldn't have to send you instructions.
20750065 has not received your PM for instructions on how to send you his vid. Thanks. floplot.
Posted: 20-Jun-2016 | 7:42AM · Edited: 20-Jun-2016 | 7:43AM · Permalink
Still a problem with 22.7.0.76 while signed in.
Posted: 20-Jun-2016 | 12:34PM · Permalink
PhoneMan:Before this new update (22.7.0.75) you could click on the ? next to a setting and get an explanation of that setting.
Now you have to sign in with a Norton account and then it gives you this general support page and a pain to find what you want.
A big step backwards with your support system.
Very disappointed with this update.
Jim
Hi @Krusty13,
Can you please try disabling Norton Toolbar from IE11 browser and let us know if you are still getting the Norton Support main page(Support.norton.com)?
Posted: 20-Jun-2016 | 4:41PM · Permalink
Hi @Sunil_GA,
Yes, disabling the toolbar in IE 11 and clicking a "?" next to a setting while signed in does take me to the appropriate Support page about that setting.
Thanks,
Dave
Posted: 20-Jun-2016 | 11:49PM · Permalink
@ (This is a reply to floplot) floplot: I knew the feature "@" is available for Norton Guru and Norton Employee. Thanks. That being said, @ here means "This is a reply to someone in the OP". TY
@Tony Weise, I've just sent U a PM. Plz check it out. TY :)
Posted: 27-Jun-2016 | 6:03AM · Edited: 27-Jun-2016 | 7:58AM · Permalink
Hi everyone,
We have released a new patch that fixes the following issues. Please run LiveUpdate until all patches are downloaded & applied.
Update:
A new Norton Security Toolbar Hotfix has been released via LiveUpdate to fix issues related to the Norton Toolbar. This will update all languages for both 22.7.0.75 and 22.7.0.76, and will not change the product version. It will appear in LiveUpdate and History as "[Product Abbreviation] Product Update" (like NS, NIS, N360, NAV). No reboot is required on Win 7, Win 8, Win 8.1 and Win 10 systems.
Fixes for this Hotfix:
Posted: 27-Jun-2016 | 8:50AM · Permalink
Working fine after the patch on Windows 10.
IE11, Edge, FF, Vivaldi all work with Toolbar enabled and Signed IN or Out.
Thanks,
Jim
There are currently 9 users online.
Re: Norton Support Link in Settings is a total mess.
Posted: 27-Jun-2016 | 6:03AM · Edited: 27-Jun-2016 | 7:58AM · Permalink
Hi everyone,
We have released a new patch that fixes the following issues. Please run LiveUpdate until all patches are downloaded & applied.
Update:
A new Norton Security Toolbar Hotfix has been released via LiveUpdate to fix issues related to the Norton Toolbar. This will update all languages for both 22.7.0.75 and 22.7.0.76, and will not change the product version. It will appear in LiveUpdate and History as "[Product Abbreviation] Product Update" (like NS, NIS, N360, NAV). No reboot is required on Win 7, Win 8, Win 8.1 and Win 10 systems.
Fixes for this Hotfix: