Computer Locked by "Disable Timer Expired", Norton support won't help

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1

I've purchased a new laptop that came with Norton Anti Theft Trial pre-installed, as the laptop supports Intel Anti Theft.

 

I've activated the software, tested the remote locking, and everything went fine. I've never activated Disable Timer, but two weeks ago it suddenly locked my laptop.

 

I've called Norton support, and they could not find an solution, all they asked me to do was to put my laptop on the internet and to type the same password that was being shown at the Norton Anti Theft site. 

 

The problem is: I've never set an password, and the one I've set for remote blocking is not set;

 

They have escalated the issue, and the second level support have asked the same question (put on internet and type the password), ignoring the fact that when I enter the configuration page, it is blocked and everyday shows a different password.

 

I don't know what to do. The manufacturer refuses to replace or repair my laptop as it says it is a failure from Norton Anti Theft, and the Norton Support simply does not have a clue, not to mention that the last I've heard from them was one week ago.

 

Anybody experienced some similar situation?

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Hi RobsonRocha,

                                   Thanks a lot for posting on our forums.To help you further, could please personal message me your Norton Acccount information.

 

Thanks

Aditya

3

The Community personnel were quick to answer and take the matter forward, but yet no solution were found. In fact, they become stuck in the same point as the tech support, as both were following the same script. 

 

I'm still with my laptop disabled, and with no solution.

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Another strange issue: the password of the Anti Theft service changes randomly almost daily. And it is not only random letters and numbers, it seems that it is taking the passwords from other users.

 

It seems that there is some kind of crossed records or accidental information disclosure.

5

Hi, everyone.

 

 

Finally a solution. The problem was partially mine, my password was set incorrectly, without some special characters that may be wiped out by the config site inadvertedly (leaving only letters and numbers), and it's gone unnoticed.

 

Two very kind Norton employees contected me via PM, and the last one recovered a full list with every password that was already set to my account at some moment (more than 20 to my dismay).

 

It lead to conclusion that, there is either a bug that is crossing / incorrectly setting passwords between accounts, OR somehow trial licences are shared.

 

Well, i'm deactivating Norton Anti Theft for good, but it is a good tool, i only had a bad experience with it. And a worse experience with Norton's Brazil outsorced support. But a great experience with the Norton employees that helped me. 

 

Thanks a lot everyone.

 

 

Robson

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Hi Robson - We are glad to hear that your issue is resolved. We have been investigating the problems that you were seeing and trying to find the root cause. Could you please provide us some additional information to confirm?

 

Regarding the missing special characters in the password, Norton Anti-Theft website only allows alphanumeric passwords.For instance if you try to set a password "**testpassword", the password will not be accepted. You will see an error - "User password should be alphanumeric and 4-20 characters".  Can you confirm if you had used special characters while setting the password?

 

 The other issue with random passwords being displayed in the website could actually be caused due to incorrect/corrupt device configuration. Could you please follow the steps below and provide the information:

 

1)  Download SCS_Discovery.zip from http://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&DwnldID=21144&keyword=%22scs%22&lang=eng 

2) Unzip the contents of the archive file.

3) Open command prompt[c:\Windows\System32\cmd.exe] as administrator and change directory to SCS_Discovery, that has SCSDiscovery.exe.

4) Run the command "SCSDiscovery.exe SystemDiscovery”

5) Post or PM the XML file generated in the same directory -  < COMPUTER_NAME>XML

 

Note - Please remove the serial number from the file before posting here.

 

Thank you!

Triji

7

Can you please advise me with the solution? I have the same problem, and the support can't solve it. I can access the Norton Anti Theft website, But my Laptop is not showing under my devices. I can see only my phone. How did you manage to get the unlock password? Did they use the server token password unlock recovery method?