Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.
Issue abstract: A virus Norton 360 failed to detect.
Detailed description: Yesterday my Windows 10 desktop showed a light blue screen and an error message saying that the computer had to restart and was collecting necessary data first. That turned into a loop–it would get to 100 percent of the data and start over. I turned the power off and back on and I was able to get back on. I immediately ran a Smart Scan. IT FOUND NO VIRUSES.
Then the problem recurred. Since apparently it wasn’t a virus, I took it to my excellent local repairman. He took a couple of hours and found a virus called softwareupdate.exe. He removed it and charged me $160.
The computer works fine now.
I thought I owed it to Norton to let them know what had happened. I have had two chats about this. Here is the text of the second chat. Both techs refused to acknowledge any mistake and insisted some one else could help me remove the virus–even after I explained that it had already been removed.
I plan to drop Norton later today but I want to let everyone in the community know about this virus–which apparently your Norton software will not detect.
Product & version number:
OS details:
What is the error message you are seeing?
If you have any supporting screenshots, please add them:
Here is the second chat:
Please wait while I connect you with an agent to assist you with your query
Your estimated wait time is less than 5 minutes. Please continue to hold while you are being transferred. If you are unable to hold, please click on “End Chat” on the top right corner to be removed from the agent queue.
08:46 am
We are connecting you with a human agent
You are now connected with Nikhil
Nikhil just joined the conversation
Thank you for contacting Norton Service and Support David. My name is Nikhil. I would like to apologize for the long wait time you had to experience.
Thank you for waiting!
08:47 am
There was very little wait.
08:47 am
Thank you for the confirmation.
Please do not worry I will surely help you with the same,m
Please take note of case number ``89318292 for future reference. You can contact us back with this same number if this chat session is disconnected.
08:48 am
Nikhil, yesterday I had a very frustrating experience with my computer, with Norton, and with one of your colleagues who refused to admit a mistake. I am probably going to drop Norton and I’m going to report the whole experience on the user forum. I’m giving you a chance to do better than your colleague did. Are you ready to listen?
Hello are you there?
08:50 am
Yes, I am here .
Please rest assured this time I will get this resolved for you.
I can connect to your computer to further diagnose your concern. This is a secure connection, and no personal information will be accessed.
If at any point you are concerned, you can disconnect me by clicking on the [End] button. Would you like to proceed?
08:50 am
Yes I would but you will not be able to resolve the issue–it has been resolved, but with no help from Norton. Here is what happened.
My Windows 10 screen went to light blue with an error message stating that the computer had to reboot and was gathering data. The data gather was in a loopit would go to 100 percent and start over. I turned the power off, and managed to get it running to run a virus scan with my North 360. THE SCAN DID NOT FIND ANY VIRUSES. I decided that I had to take the computer to my local tech repairman. He found a virusI can give you the name of the virus. He charged me $160 to remove it. IN OTHER WORDS YOUR SOFTWARE FAILED ME. Yesterday your colleague refused to admit that. I’m giving you another chance.
08:53 am
Alright David. In this case I request you to please run NortonLifeLock Rescue Tools This is the specified tool from Norton which will help you to remove or suspect any time of virus on your device,
Please run this and let me knopw.
08:54 am
You failed the test. You didn’t pay any attention to what I said. How can you expect me to continue with a company that won’t admit that it failed to find a virus?
Isn’t that what the smart scan in Norton 360 is for–to find a virus?
08:55 am
David, Yes, the smart scan is the feature which will run on your device and detect virus on your device. However, we have a dedicated virus removal team which will help you in a better way regarding your query.
I am connecting you please stay connected,
Norton Virus Removal Assurance is an optional subscription service offered to customers when they purchase or renew Norton Products from Norton Online Store. Norton Virus Removal Assurance entitles you to receive access to unlimited virus removals by our hands-on Norton Virus Removal Experts while your subscription is active.
08:57 am
Hello?
08:57 am
Yes, I am here only.
08:58 am
I thought you were getting someone else.
Can I get a copy of this chat please? Apparently it’s over.
09:01 am
David, Please allow me a moment , I will connect you to the dedicated team and they will surely check your device deeply and help you to get rid of viruses/
09:02 am
I don’t need anyone to get rid of viruses now. I paid $160 yesterday to do that. I’m just looking for someone to admit that Norton 360 failed me.
Could you please share your number and the timeline when you are avialable to take calls?
09:04 am
He can call this morning.
Before closing this chat, can you confirm that the issue has been resolved, your questions answered, and that I can now close the case?
09:04 am
No, of course not.
09:02 am
