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Kudos0

Service

I had to share this to get it of my chest. Talked to a technician - Indian, I suppose - for the third time. Told them, Norton doesn't work after reboot and I think, it is an activation problem with Xfinity. The first guy didn't do anything, but a reboot - all these were remote sessions - it worked, neglecting that I told him, it would not after a second reboot. He just disconnected. The second guy uninstalled, rebooted, reinstalled and rebooted again - it worked again and he disappeared, even though I had told him, it won't survive another reboot - he logged off. The third guy did the same as the second. I got it in sideways, though, that it wouldn't survive another boot. He said "Ok, reboot" I did and typed "See what I mean" after reboot. He came back on - still remote - "Oh, that's only a taskbar/desktop icon". Then he typed - under my name - "Ok" and under his name "I am signing off" and under my name - again - "Thank you very much" and was gone. (the wording might have been a little bit different, but the facts are the same, he faked it to say under my name that this was a successful service call when it was not. I had done the same thing several times before my self before I finally called customer "assistance".

Replies

Kudos1 Stats

Re: Service

Hello BigRedDog, I'm very sorry to hear about the experience you had with our support team and I'd like to follow-up. I've sent you a Private Message, which you can access via the Inbox option in the upper right hand of the forum header. Thanks, Rick V.
Kudos0

Re: Service

Hi BigRedDog,

You mentioned Xfinity - are you in fact a Comcast residential customer running Norton Security Suite (NSS)?  I'm going to go ahead with some info based on you being a residential customer running NSS.

We will need to know which operating system you are using,  if WIN 8,8.1 or WIN 10 - do you have the Fast Startup disabled?

http://www.eightforums.com/tutorials/6320-fast-startup-turn-off-windows-8-a.html

http://www.tenforums.com/tutorials/4189-fast-startup-turn-off-windows-10-a.html

  Also your default browser and the version of your NSS.  You can go to Control Panel > Programs & Features and verify NSS is installed and note the version number shown in the most right hand column.

What is the brand of your system?  We have seen some situations in the past with Lenovo products.

Bear in mind I am a Norton customer (the same as you) and volunteer my time helping other users.  I am also a Comcast customer and volunteer my time on their forums also. 

Please provide the above requested info and we will attempt to assist you.

<EDIT> Hi Rick_V, thanks for jumping in on helping out with the Customer Service side. 

Kudos0

Re: Service

Maybe that is part of the problem. I have a dual boot, Windows XP SP-3 and Windows 7 Pro and I expected to see two users with my name on it on the activation screen, however, there were four. I used to delete one when reinstalling Norton - couldn't delete more than one - and Norton would be activated. Can't do that anymore. When I boot to Windows 7 there is no problem. It is not a commercial system, I put it together myself using an ASUS M4A79T Deluxe motherboard with an Athlon X2 processor

Kudos0

Re: Service

BRD

I multiboot too (and have a home built Computer with ASUS M4A78T-E  (AM3)  Mobo and AMD Athlon II X2 250 <g>) and I'm not sure I entirely understand what you are seeing or where (in Norton Management?). Can you explain or even post screen images (but black out the activation key or other sensitive data that may show)?

Which order did you install XP and Windows 7? Installing XP after Windows 7 does require some special attention because of the change in the way the bootup information is stored.

If you don't already use it I strongly recommend downloading and installing the free EasyBCD utility  since it can sort out all sorts of problems, in my experience, including by repairing what you have. It also has some of the finest online documentation I've come across with good searching and there's an entry for installing XP after later versions of Windows that is worth reading.

If you do download please make sure you use that location and not one of the many third party sites that offer downloads ..... often with PUPs included ..... If you scroll down on that Neosmart page you will see columns and the left side one is the free with a button Register -- click on that and it asks for your email address; if you don't want to Register just click on the Download button without filling in anything and it will go ahead but I reckon it's harmless.

Look forward to hearing more .....

Hugh
Kudos0

Re: Service

The issue is this: When I download the installation manager from Xfinity (my account) and install, Norton will run just fine until the next reboot and/or update. It sometimes even survives one reboot, but, based on my experience, never two. The desktop icon does not work and the taskbar icon shows a red "x" in the lower right corner. However, this will not affect Windows 7 Pro.

Kudos0

Re: Service

BigRedDog:

The issue is this: When I download the installation manager from Xfinity (my account) and install, Norton will run just fine until the next reboot and/or update. It sometimes even survives one reboot, but, based on my experience, never two. The desktop icon does not work and the taskbar icon shows a red "x" in the lower right corner. However, this will not affect Windows 7 Pro.

BRD

If that is a reply to my Permalink and not to Yank's  Permalink  then I was trying to understand

I have a dual boot, Windows XP SP-3 and Windows 7 Pro and I expected to see two users with my name on it on the activation screen, however, there were four. I used to delete one when reinstalling Norton - couldn't delete more than one - and Norton would be activated. Can't do that anymore.  

in your earlier message Permalink . I was not trying to deal with your first message. 

Hugh
Kudos0

Re: Service

Well, it wasn't the activation process after all. Somebody - from Norton - suggested, on Windows XP you might have to go back to VGA resolution to make it work. That wasn't quite it either, but I have a nVIDIA Quadro XP 1800 graphics card and I got Norton to work after I removed anything related to nVIDIA from my system. However, Windows complained because you then have no video driver and if you let it, it will install a very old driver form nVIDIA and ..... Norton quits working. So, now I know the problem, but have no solution. Norton used to work on my system with the same drivers - old or new - for years, so something must have changed.

Kudos0

Re: Service

I searched a bit on nVIDIA Quadro XP 1800 graphics card -- is that Quadro XP correct or is it Quadro FX that Google wants me to accept?

This appears to be one of the drivers that NVidia says is for XP -- I take it you are using the normal 32 bit XP and not the rarely encountered 64 bit?


http://www.nvidia.com/download/driverResults.aspx/67793/en-us

Quadro/NVS/Tesla/GRID Desktop Driver Release R319

Version:320.92  WHQL

Release Date:2013.10.3

Operating System:Windows XP

CUDA Toolkit:

Language:English (US)

File Size:115.28 MB

Is this the one causing problems for you?


This is the Windows 7 64 bit one

http://www.nvidia.com/download/driverResults.aspx/94227/en-us

Quadro Desktop/Quadro Notebook Driver Release 340

Version:341.92  WHQL

Release Date:2015.11.9

Operating System:Windows 7 64-bit, Windows 8.1 64-bit, Windows 8 64-bit

CUDA Toolkit:

Language:English (US)

File Size:205.85 MB

NOTE

  • This is a driver update for the R340 branch.
  • Please use this driver if you are looking for an updated driver from the R340 branch.
  • This is the last driver for GT2xx, G8x and G9x GPUs
  • For the rest of the users we recommend using the drivers from the latest ODE branch.
  • If you would like to be notified of upcoming drivers for Windows, please subscribe here.

But I don't know enough about modern drivers to have a clue about what the "branches" are....

Have you had a look at the use of compatibility mode settings for the driver to make sure it knows it's on XP?

With multiboot (something I use) there might be a possibility of confusion or hangovers according to which you booted to first and whether you switched from one OS to the other by Restart or by rebooting from a shut down?

Hugh
Kudos0

Re: Service

No, of course I was wrong, It is Quadro FX 1800 - there is no such thing as Quadro XP. And no, 320.92 is only the latest for Xp that I tried - even the earliest ones from five years ago that came with the card when I purchased it won't work anymore.

Kudos0

Re: Service

When you referred earlier to going back to VGA I thought you meant low resolution.

I hadn't realized that we actually had the same motherboard although I quoted your ASUS ID!

ASUS M4A78T-E

Integrated ATI Radeon™ HD 3300 GPU
SidePort Memory - onboard 128MB DDR3 1333 memory
- Supports HDMI™ Technology with max. resolution up to 1920 x 1200 (1080P)
- Supports Dual-link DVI with max. resolution up to 2560x1600 @60Hz
- Supports D-Sub with max. resolution up to 2560x1440 @75Hz
- Hybrid CrossFireX™ Support
- Dual independent displays support with HDMI / DVI and D-Sub
- Supports Microsoft® DirectX 10, OpenGL 2.0, Shader Model 4.0
- Hardware Decode Acceleration for H.264,VC-1, and MPEG-2
- Maximum shared memory of 512MB

Mine:

ASUS M4A78T-E (AM3)

Name HP 2311 on ATI Radeon HD 3300 Graphics
Current Resolution 1920x1080 pixels 

which is the natural resolution of my HP LCD Monitor.

Have you thought of using the built in graphics chip for XP or do you need the high performance graphics card you have there as well as on 7?

I'm using the Advanced Micro Devices, Inc. Driver version 8.970.100.3000 7/3/2012

but I see that there's a beta driver for XP:

AMD_Catalyst_13.4_Legacy_Beta_WinXP  that you might try.

Check out the AMD download site at:

http://support.amd.com/en-us/download/desktop/legacy?product=legacy2&os=Windows+XP+-+Professional/Home&RenderOnServer=true

I'm not sure but I may have gotten my driver by downloading the

Catalyst Software Suite

185MB | Revision 14.4 | 04/25/2014, using it to install the driver and then uninstalling the Control Center since I never used it ....

Hope that helps if it's not what you thought of doing anyway. Certainly I have no complaints with my graphics chip but I don't game or do video editing and don't have XP on board anymore although I was multibooting XP / 7 / 8 / 10 IP !

Hugh
Kudos0

Re: Service

That's exactly the problem - but in reverse from what you said - I have too much software on XP that I can't afford to upgrade, that's why I am still using XP and that's also what the high performance graphics card is for. If it weren't for that, I would abandoned Xp a long time ago.

Kudos0

Re: Service

We learn as we go .... <g>

Have you tried running any of this software under 7 using XP Compatibility mode when you install it? I run a Windows 95 Solitaire Suite that is the only one my wife will use which even has a 16 bit installer so it will only run under 32 bit Windows but it runs fine.

And support colleagues of mine run plenty of old stuff under 64 bit Windows 7, 8 and 10 if it has at least a 32 bit installer.

Or don't you have the installation media any more?

Or if it's MS Office type stuff there's Libre Office and the German Softmaker's Free Office (You can download the latter from this URL and they'll make a donation to charity. I've done this but not installed it yet.

Read about the program:  http://www.freeoffice.com/en/ 

Here's a link to the PC Mag review of it that is worth reading: http://www.pcmag.com/article2/0,2817,2419014,00.asp

I've known Mendleson for years on line and particularly knowledgeable and reliable.

Download it from this site and have them make the donation to charity: http://www.loadandhelp.com/ 

I've no connection with them but I need something modern that does what it says and don't need what it doesn't! I like that idea of it making a portable version on a thumbdrive that will even open Microsoft password protected documents if you know the password!

Hugh
Kudos0

Re: Service

I'll pass on the video discussion, as I know huwyngr is far more knowledgeable in that area than I am, but di desire to add a few comments which may or may not help.

First huwyngr, Comcast/Xfinity version of Norton Security Suite (NSS) does not have a Norton Management - NSS has no Norton Account, thus no Management.

BigRedDog - I do not dual boot, so I am not sure exactly how NSS would work without a Norton Account under a dual boot.  I am curious if it would require a NSS install on each of the boots?  As you said the Win 7 side works fine - but having problems with that install on the XP side??

Just food for thought and perhaps someone else can assist on the dual boot question.

Kudos0

Re: Service

Well, I found version 21.1.0.18 on one of my USB-sticks and installed it - works as advertised on Windows XP and, checking Windows 7 Pro, I  found version 22.5.5.15 there - problem solved as long as I stick with version 21.. on XP. Thanks every one.

Kudos1 Stats

Re: Service

Yank

BigRedDog - I do not dual boot, so I am not sure exactly how NSS would work without a Norton Account under a dual boot.  I am curious if it would require a NSS install on each of the boots? 

I'll pass on NSS ....  but every other Norton program, and same for other security programs that I know of, need to be installed on the active OS in order to protect it in the normal way.

Of course when so running, if it is set to check all drives in the "box" and they are accessible/visible (?) from the active OS then they will be checked as if they just contained files.

I don't know how quick checks are set up; I imagine only to check the OS drive?

As I remarked in another thread, you may not need to use an activation since everything should be identical apart from the OS and even a cloned installation of one OS does not ring up a second activation ..... This also seems to be true of Windows BTW .....

Hugh
Kudos0

Re: Service

Thanks for the info huwyngr - I was curious since there are so many small quirks in NSS in regards to licensing (controlled by Comcast) and no Norton Account.

Good news BigRedDog, I see in your other thread that it appears you have things working again.

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