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Kudos0

norton updater has faulty information

Posted: 07-Mar-2022 | 7:03AM · 4 Replies ·

norton updater is showing that I need to update my microsoft office files. Yet when I manually  go to microsoft it shows I have the most current version. I spoke to customer support and they suggested I should just ignore it. So instead of remedying a know verifiable problem I am told to ignore it. Knowing that how can I trust that any of the antivirus definitions are correct?

Rijvan R|9:49 AM

Jeffery Norton Software Update is the new feature and it do not allow some applications to update automatically like Microsoft, you can simply exclude the files which is showing the app manual update.

Rijvan R|9:50 AM

I truly apologize for the inconvenience caused to you.

File Attachment: 
PDF icon picture of the wrong data in norton database

Replies

Kudos0

Re: norton updater has faulty information

Posted: 07-Mar-2022 | 9:51AM · Permalink

I would suggest that Norton is aware of the problem with false reporting by this feature. I say this because the feature was announced in the middle of December 2021 and the new features were being phased in. So Norton releases it to a small number of customers and monitors any feedback. If all is good, it gets released more users, and monitored again. Until they see little or no more negative feedback. This process generally takes a few days. But Most users still have not seen this feature, myself included. 

So for now, all you can do is what the support agent suggested and just ignore the information being shown by the Software Updater. 

Kudos0

Re: norton updater has faulty information

Posted: 07-Mar-2022 | 11:02AM · Permalink

Peter, I would suggest they are not aware of the problem. If they are, why didn't the representative I spoke with indicate that was the case? I didn't post his full conversation. And it was clear based on his interactions, he had no idea what I was talking about. He even offered to go in and run the updater himself. If I were to believe you as the guru it tells me they have no corporate communication structure to handle phased roll outs of new SaaS functions. He didn't offer to take it back as a trouble ticket or anything like it. And if you looked at my attached screen shots it isn't like they are off at the patch level or less, they are off at the major change level based on the version levels shown to me. To be blunt, when I search for the numbers they gave me as the current version, they are not even for the same year/product group of licenses.

Kudos0

Re: norton updater has faulty information

Posted: 07-Mar-2022 | 1:25PM · Permalink

You have to remember that support agents work off scripts in a call centre. They may not even have actual experience with the Norton products like the posters in this community. They usually do not get additional information on a new feature until it has been proven and released to all users. They may get information on serious security issues, or issues with a major component of the 360 product. 

If you look around the forums here, you will see a number of reports of issues with the Software Updater feature. So it is known to Norton that they have problems. Otherwise, as I noted above, we all would have had the feature added long ago.

Kudos0

Re: norton updater has faulty information

Posted: 07-Mar-2022 | 4:45PM · Permalink

So a known issue for over 60 days and they aren't briefing their employees on how to handle it through their call center? Thanks! You have convinced me that my lack of faith in the product is justified. Talk about an epic fail roll out with regard to a non viable product "feature" that isn't required. Considering there is Clary utilities, CCleaner, intel updater, Microsoft proper and so many other products that are free... wonder if they grasp the concept of market saturation? nevermind... Time for a change in 50 days...

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