Confused and Angry

Norton Security | Norton Internet Security
1

So I've been a long time customer of Symantec (oh, probably 10 years). And just last week renewed my Norton Antivirus subscription.

 

this morning I received a norton popup saying "Your email messate to [email address of recipient] with the subject [emial subjet] was unable to be sent..." (1003,9)   (and I have not substituted any language for privacy - it does say "email address of recipient").  So I did not send that message so the Norton Popup then directed me to  call Norton to chat about your Virus and Spyremoval software.  

 

I immediately did a full Virus scan and it has turned up nothing.  So I'm feeling a bit like Symantec has done a "bait and switch" on selling me the software.  Why do I need to pay Symantec additional money to determine if I have a virus and to remove that Virus - that is what the subscription is for.  Further why didn't the message say "run a full system scan now to determine if you have a virus." It's almost like the software knows what the Virus is and I am requred to "chat with Symantec" to remove it.

 

If their is some additional software that your technicians have to diagnose certain viruses and this is only available for additional $$, the practice is deceptive and frankly unethical.

 

please advise.

2

What is your O.S. and S.P., e.g. Windows X.P.; 03?

 

And what is your Norton AntiVirus Version, e.g. 2008?

 

You could try this:

 

01. Download Malwarebytes' Anti-Malware.  Install.  Then Update.  Then re-start in to Safe Mode and do a Full Scan of all Drives, making sure you are Dis-connected from the Internet; you should always Update, then Dis-connect from the Internet beforedoing any Anti-Virus Scans.  Then, do a Full Scan in Normal Mode and do not Connect to the Internet until this Scan is done in Normal Mode.

 

02. If that does not work, Download SUPERAntiSpyware.  Install.  Then Update.  Then follow the instructions to re-start in Safe Mode and then in Normal Mode for what you did with Malwarebytes' Anti-Malware.

 

03. Let us know the Results of the Scans.

 

These are the Free Editions of these Products, so they do not have Real-Time Protection, so you can keep them Installed on your computer with your Norton Security Product from symantec.

 

 

Malwarebytes' Anti-Malware for Windows: http://www.download.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html?tag=contentBody;mostPopTwoColWrap&cdlPid=10997763.

 

SUPERAntiSpyware for Windows: http://www.download.com/SuperAntiSpyware-Free-Edition/3000-8022_4-10523889.html?tag=mncol&cdlPid=11002526.

 

3

Hello Greener,

 

Did this occur only when trying to send email or even when not sending email?

 

It may be something as simple as: "the connection between your computer and your Internet service provider was broken before the email was completely sent. It does not mean that there is a problem with your Norton program."

 

Perhaps this Support Page will help to clarify the issue.

 

Please let us know.

4

Hi Greener

 

You may also wish to refer to THIS knowledge base article on the Symantec website.

 

Thanks

 

EDIT: Good advice Phil, you snuck in before me there.

Message Edited by johna on 02-08-2009 12:43 AM
5

thank you all for the quick responses.  i'm going to chalk this up to a failed email and watch it.

 

but I must admit, my respect for Norton has been lowered a large notch "in my book," for not suggesting to users that they run a full virus scan first before "chatting with their virus removal specialists."

 

 

6

Hi Greener,

 

I can understand your feelings in this matter and hopefully you will not experience another occurrence.

 

However, if you should see the pop-up again, would you be kind enough to post a screenshot - I'd like to see it.

 

Thanks and Best Wishes.