Not what you are looking for? Ask the experts!
Serious problem: Norton analyst remote linked,now desktop blank
I'm typing this while waiting for a call from an analyst about my net book.
Earlier this evening I was prompted to upgrade my Norton 360 to version 4.0. It was doing this daily so I upgraded. Then I was told my subscription had expired and I needed to pay to reactivate it. I knew I had around 6 months still to go, so I contacted support. During a live chat, the analyst offered to remote link to my netbook to solve the problem, and as I watched, he did indeed reactivate my subscription.
Great I thought - while I was in touch, I thought I'd ask him about a Google Redirect virus which Norton 360 didn't seem to be picking up (when I search Google and select a link - and yes, I'm very careful about what I click! - I get taken to something completely different). Straight away the analyst ran something calle dNorton Power Eraser which scanned the system but didn't seem to pick anything up. Then he restarted the machine.
And now - I have a completely blank desktop. I can see the desktop background but no icons, no task bar at the bottom, nothing. I can see he is still remote linked but no way to communicate with him to find out what is going on. After 20 mins of hanging around, the analyst called me and told me to reboot in safe mode, then restart - clearly he doesn't know what's happened and says there is something wrong with my computer.
It seemed to be working before he linked to it!!!! I'm now waiting for a call back as I type, my desktop is still blank (luckily I have a second laptop) and it is now 23:10 at night and I have work the next day.
I would appreciate it if someone 'high up' in the Norton center could help here, I'm very worried that a Norton analyst may have just wrecked my netbook.