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Kudos0

Support Not Working for New Update

I just did the live update for the new Norton Update, but the support is not working with the main page or in the Norton in my taskbar. When I click on Help, I get nothing so I can't see if I have the update for the newest Norton Version ( 22.5.4).

Holly

Replies

Kudos0

Re: Support Not Working for New Update

Hi Holly,

Did you reboot?    What is your operating system?  Did you run LiveUpdate again - until "no updates found".

Kudos0

Re: Support Not Working for New Update

In addition to what yank said above, please open Control Panel > Programs and Features, check if you have version 22.5.4 installed.

Kudos0

Re: Support Not Working for New Update

Yes, I rebooted and have run all live updates. However, I just noticed that About , that tells version you have, is now under General Information.  I do have version 22.5.4 24.

 My computer is Windows Vista Home Premium. I have IE 9 and the latest Google Chrome (45.0.2454.101m).

So my problem is I still get nothing if I click on Get Support in the Help Center or on the  Norton icon on the task bar and click on Get Support. So no way to use auto fix if needed.

Can you use the Get Support feature with the new update? 

Kudos0

Re: Support Not Working for New Update

Please read what I posted to Yank. My Windows control panel just lists the  Norton Security was last installed on July 8, 2015.

But under General Information this update is found (as I wrote to Yank).

Can you use get Support in the Help Center or on the Norton in the task bar? I need this in  case I need to use auto fix.

Holly

Kudos0

Re: Support Not Working for New Update

Hi Holly,

as I posted, your reply to yank was not on screen. Yes I can use get Support in the Help Center on Windows 7. What about uninstalling and reinstalling Norton Security? This could fix the issue. If not, please repost here.

Kudos0

Re: Support Not Working for New Update

Holly,

I would suggest at this point in time you use the Norton Remove and Reinstall Tool.  B be sure to read the "before you begin" prior to running the tool. 

The tool will remove your currently installed Norton, save your settings and should reinstall NS version 22.5.4.  Please run LiveUpdate after the install to bring your virus defs up to date and verify that you are in fact back on  version 22.5.4.

A word of precaution, if you use Identity Safe for your passwords, please Export your vault data in both .csv and .dat format to a safe place prior to starting.  Nothing should happen to your vault - but better safe than sorry.  If you should lose it, no  problem as you have the Export and all you have to do then is Import it.

Please let us know how things go.

Kudos0

Re: Support Not Working for New Update

y 9/30/15 07:50
> Did you reboot?
> Did you run LiveUpdate

Where is "uninstall and reinstall"?

y 9/30/15 13:28
> I would suggest at this point in time you use the Norton Remove and Reinstall Tool.

Nearly five hours later.  Where is Dick when you really need him?

Statistically speaking, uninstall and reinstall infrequently fixes the problem.  It's usually a waste of time and effort.

Kudos0

Re: Support Not Working for New Update

I  will call Norton tomorrow and have a Norton tech do a uninstall/reinstall, if that is the problem.. I wonder how many others might have this same problem. How many who got this update have tried the Get Support part to see if auto fix works? Maybe just those with Windows Vista have this problem.

Let's face it this update was made to fix other problems. 

I'm sorry I didn't check the part that says not to automatically give me a new version. I usually do so until all problems have been solved.

 Of course, I rebooted and did all Live Updates. The About under General Information says I got the update and all parts work id. est. Manual, Check Version work except Get Support, which is needed for auto fix in case there are problems in the future.

Holly

PS Who is Dick? 

Kudos0

Re: Support Not Working for New Update

Hi @Holly,

I have sent you a private message requesting logs. Could you please check your inbox when you get a chance? Thanks. 

Gayathri Rajendiran
Norton Forums Administrator
Symantec Corporation

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Support Not Working for New Update

jj2015:

y 9/30/15 07:50
> Did you reboot?
> Did you run LiveUpdate

Where is "uninstall and reinstall"?

You (and others) may not agree - but I like to try the easy things first - like a Reboot or running Live Update or perhaps another task that is functioning on the malfunctioning program.  As you have seen the uninstall and reinstall does come later.

y 9/30/15 13:28
> I would suggest at this point in time you use the Norton Remove and Reinstall Tool.

My bad actually, I left the link for the tool off by post.  I had planned on including it - sorry.   https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

Nearly five hours later.  Where is Dick when you really need him?

Curious also who Dick is - are you referring to Guru Dick Evans?  Last I heard he worked days at a real-life job.

Statistically speaking, uninstall and reinstall infrequently fixes the problem.  It's usually a waste of time and effort.

Thanks you for your opinion - spend as much time as I volunteer here and see for yourself how many times what appears as a corrupt install  is in fact corrected by the tool suggested.

Kudos0

Re: Support Not Working for New Update

Hi Holly,

I see Gayathri has contacted you requesting logs - please gather them if you can. They were requested because this occurred immediately after an update,

I am sorry I neglected to insert the link for the Remove and Reinstall Tool in my post above.  https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

Please keep us informed of any progress.

Kudos0

Re: Support Not Working for New Update

I have decided to get help by calling Norton and letting them fix the problem. I've done this in the past and  have had any problems solved,. As far as the log I do  not feel I know how to do this and would rather have a tech at Norton solve the problem. I have stated this to Gayathr in a private message. I am mostly interested now to see if anyone else has noticed the same problem.  As soon as I have a chance I will  be calling Norton for a remedy.

Holly

Kudos0

Re: Support Not Working for New Update

For me, Windows 8.1 works without any charges.

Kudos0

Re: Support Not Working for New Update

Hi Holly,

Understand you would prefer to call Norton.

Please let us know how the call goes!

Kudos0

Re: Support Not Working for New Update

I called Norton and a tech uninstalled and reinstalled Norton 22.5.4.24. The Norton Get Support still didn't work as I had suspected it wouldn't as that was the only part not working. The tech's supervisor tried too and found out it would be fixed with  a future update.

A lot of time was wasted so in the future if something similar happens I will just wait as long as I'm protected, which I was. If it's one thing I don't often use that is probably the best course and with this Get Support (auto fix) I can always call for support if it's not working. I am most likely not the only one with this problem but others haven't tried the Get Support feature.

I imagine it would involve all computers with Windows Vista and maybe some other operating systems. 

Holly

Kudos0

Re: Support Not Working for New Update

Hi Holly,

Thanks for the feedback, wish I knew how the tech removed and reinstalled - as in did they use the Remove and Reinstall tool or in fact try for a cleaner install using the Norton Removal Tool, or maybe even cleaning up additional items beyond the NRT.

Anyway, I have placed a sticky note on my monitor to remind me to dig out my Vista laptop tomorrow morning  and try to run Get Support as I am a bit pressed for time at the moment.  It is running Norton Security with Backup, version 22.5.4.24 and also on IE 9, so it is close to your system.  I'll keep you posted.

Kudos0

Re: Support Not Working for New Update

Hello Holly

Were you on an Admin Account from Windows when they tried to fix your issue? Any changes to the Settings needs to be done with an Admin Account and run as Admin since Vista. You do know to use www.norton.com/chat to get to the Norton Chat. I'm mentioning it because we have had a bunch of users using a Search Engine to find Norton Tech Support and ending up with a company which is not the Norton Chat. Please go over the Settings because some have been moved around. I found 1 of my settings had changed with this new update.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Support Not Working for New Update

I"m not sure what you mean by administration chat. I did this  by phone and allowed the tech and his supervisor to remotely control my computer. I've done this before and have had no problems.  All my settings are fine.

Holly

Kudos0

Re: Support Not Working for New Update

Hi Holly,

Fired up my Vista laptop, made sure it was totally up to date and then ran Get Support.  It  ran as it was supposed to.   So it appears it does not affect all Vista systems. 

flo - Get Support works for me in a non-admin account.

Something I would like you to test.  Select Security on the main page > Advanced > then set Auto Protect to OFF and use the defaulted 15 minutes.  Go back to the main page (don't panic over the look of it)  and select Fix Now.  This should correct the settings and the main page should return to You are Protected. 

I am curious if the FIX Now when a warning occurs works since the Get Support does not work.

Kudos0

Re: Support Not Working for New Update

 I  don't believe I want to fool around with this any more or try anything else. If it works with your Vista laptop then it should work with mine so evidently it's not a Vista problem. I do believe  I saw the tech and/or his supervisor do what you asked me to do as I remember seeing Fix Now on the screen and it still didn't work. Maybe they couldn't figure out what the problem was as I had suggested it might be a Vista problem as others on the forum with Windows 7 and 8.1  said it worked for them .They installed Firefox on my computer and trying it with that browser didn't work either. I did have them remove Firefox as I had that browser at one time and decided to just go with IE 9 and Google Chrome. The two techs worked a long time so i can't complain about that.  I don't know why they said a future update would solve the problem--unless they were exasperated trying to fix it.

I will just live without the Get Support feature and call Norton if I need any fixes. I have used the auto fix in the past and it has solved some problems.

Holly

Kudos0

Re: Support Not Working for New Update

Hello

My Get Support Feature works, but I have never seen it fix anything or rather if it did fix something, it never gave any information about what the problem was or what the fix was.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Support Not Working for New Update

Holly, sorry we could not help you, nor the techs correct your situation.  If you do not desire to pursue this situation any more that is fine. 

Please keep in mind, if you run into other or similar problems in the future that impact your sense of Norton keeping you secure, contact us here or use Chat!

Kudos0

Re: Support Not Working for New Update

h:
> I called Norton and a tech uninstalled and reinstalled Norton ...
> A lot of time was wasted ...
> The Norton Get Support still didn't work

fp:
> Were you on an Admin Account from Windows when they tried to fix your issue?

A Symantec employee _and his supervisor_ (according to Holly) who does NS support for a living should know to check that.  Software gets installed in an admin account. 

In any case, I'd be surprised if NS would uninstall when using a limited user account.  (Permissions problem.)


> if you run into other or similar problems in the future
> that impact your sense of Norton keeping you secure, contact us

"and we'll tell you to uninstall and reinstall."

Kudos0

Re: Support Not Working for New Update

jj2015:


> if you run into other or similar problems in the future
> that impact your sense of Norton keeping you secure, contact us

"and we'll tell you to uninstall and reinstall."

 I never said that! 

Kudos0

Re: Support Not Working for New Update

I don't understand what you mean when you say   I never said that! 

Holly

Kudos0

Re: Support Not Working for New Update

Holly,

jj2015 is just mocking Norton as always telling users to "uninstall and reinstall" and they quoted what I had said in another post and then made it look like a quote from me - which I never made.  I then used the crying to depict me crying over them accusing me of saying something I never said.

It has nothing to do with anything except what I quoted from jj2015.  I was actuall trying to be funny!

Kudos0

Re: Support Not Working for New Update

I neglected to answer you about your administrator account comments. I am the administrator of this account and the Norton tech and his supervisor were able to uninstall and reinstall. I watched them do it!  Permission was granted. No more need be said as I'm not going to worry about it until I have a problem, and then I will call again and give the tech permission to fix or try to fix by remote.

Holly

This is actually meant for floplot and jj2015.

Accepted Solution
Kudos1 Stats

Re: Support Not Working for New Update

I just discovered today that the auto fix in "Get Support" is now working so it must have been fixed by Norton. When I first wrote about this nothing happened when I clicked on "Get Support." I called Norton and a tech and his supervisor were both unable to fix it when they were hooked up to my computer by remote control. After a long time they said it would be fixed via an update.  I tried several times when they told me it would be fixed but then completely forgot to check again. Glad I came back and also glad i reported it to the Norton tech(s).

Holly

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