Connecting

Novice user.  First time in forum.  Newer Dell Laptop.  Works great at home and at another home with protected WIFI.  Can not connect to internet where WIFI access is unprotected (airport and a home)

Hi,

can you please tell us which Windows OS and Service Pack do you have on the machine? And the exact name and version of your Norton product:
1. Open the main window
2. Click on Help & Support -> About menu
3. On the About window find the version number (it will look like this: 18.6.0.29)

Thanks!

Hope this helps............

 

Norton Internet Security 18.6.0.29

Windows 7 Home Premium (Don't know where to look for service pack)

When you connected to those networks first, Windows aksed you about what kind of network the new one is? Did you selected public?

Yes.  I tried connecting under "Public", "Home" and "Work".  I couldn't get anything to work.

 

It asked If I knew it was public and I clicked to connect anyway.  When I clicked the troubleshooting, it showed I was connected, but that the conection between the router and the internet was down - at the same moment - my broyher in law was connected just fine.  Very confusing.

 

Hello MEMJC and I hope you don't mind my butting in..  I think it is the same in Windows 7 as it is in XP..  If you hold down the Windows Key (Next to the ALT key) and then press the PAUSE key, it should bring up a System Properties screen.  This should show a lot of information about your System.  Remember.....  Look but don't change anything:smileymad:..  Hope this helps.

Thanks - My laptop itself does not have a PAUSE key - but there is on on my wireless keyboard - I am a novice, so anything I learn is a step in the right direction - THANKS AGAIN!!

You may check Norton's Network Security Map when you connect to that network.

Once connected to the network open your Norton product. Click on Network Security Map, and edit the network's trust level. First test the network with Protected.

OK - I got to the screen and saw where to edit the Trust level.  Do I need to do this when I am trying to use an Unsecured network, or?  I will be "Offline" for at least 3 weeks - phone just rang, I am being deployed to the East Coast for Red Crosss preparedness - thanks for your help, later....................

You need to check these settings when you are having the troubles with any network. It is possible Norton can close down something with the firewall, and it can cause the troubles you see.


MEMJC wrote:

OK - I got to the screen and saw where to edit the Trust level.  Do I need to do this when I am trying to use an Unsecured network, or?  I will be "Offline" for at least 3 weeks - phone just rang, I am being deployed to the East Coast for Red Crosss preparedness - thanks for your help, later....................


HI MEMJC,

 

Welcome to the Norton Community.

 

Good luck on the East Coast - looks like a nasty storm!

 

Bless you for traveling there to help others.

 

Best of wishes and we'll be here when you get back.

 

Allen

OK - just got home two hours ago - think I understand and it is sort of obvious I guess, that I can't really resolve the problem, unless it is actually happening.  I was wondering if there was some setting somwhere I am missing, there are just so many places to go and one little chang can make a world of difference.  Any other thoughts you might have would be greatly appreciated - thanks

Sorry to butt in but to find out your service pack number, open start and the right click on my computers. Then select properties. The service pack should be listed there. Another way is to open up a folder, any folder and then click help > about Windows. The latest service pack for Windows 7 is SP1. A third easier way is to go to http://update.microsoft.com and then click check for updates. If SP1 is listed, install it and then you would have SP1 (if its not listed you already have service pack 1). Note service pack installation will take about an hour to two at most. Could be less.

I am not accustomed to all the apologies for butting in - I'll take any advice I can get from anyone.  Please do not hesitate.

Reply # 2  -  I did find it - "Service Pack 1"

Please read this fully before attempting anything. Try uninstalling by following steps 1 through 5 of http://community.norton.com/t5/Norton-Internet-Security-Norton/How-to-uninstall-NIS-2011-correctly/m-p/524548 Then test your connection. If it works, Norton is the culprit. If not it’s something else. Make sure DO NOT browse anywhere else without Norton installed. After testing, follow the rest of the steps through to get the 2012 version of Norton. If you don’t want to upgrade and want the 2011 version instead, use www.Norton.com/nis11 instead of www.Norton.com/nis12 .

I am talking about the answer by contributor ThuWin marked as the solution not the one by j_w initiating the thread.

Oops. Looks like the link to back up identity safe is dead. Use https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=kb20100422131249EN_EndUserProfile_en_us&lg=english&ct=united+states&product=home&version=1&pvid=f-home&entsrc=redirect_pubweb

I am a novice and I am getting lost - great advice - I am just not capable of following it.:mansad:  Maybe it is time to ask the folks who helped me find a defective roter?

In a nut shell do there steps to diagnose whether Norton is to blame:
1. Back up identiy
safe data so that you can restore it again after reinstall. The reinstall will wipe out all Norton settings as well as any Norton software you may have, like Norton Ghost (https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=kb20100422131249EN_EndUserProfile_en_us&lg=english&ct=united+states&product=home&version=1&pvid=f-home&entsrc=redirect_pubweb)
2. Download the Norton
removal tool from http://
www.norton.com/nrt and
the Norton Internet
Security 2012 installer
from www.norton.com/
nis12 and save it to the
desktop. Do not run the files yet.
3. When download of the
two file completes, run
the Norton Internet
Security uninstaller via
the add/remove
programs and select the
option to remove all data.
4. Allow the pc to reboot.
5. Run the Norton
Removal Tool you
downloaded earlier. Reboot.
6. Run removal tool again and then reboot.
7. Connect to network and test connection. DO NOT go to another website before completing step 8. If connection does not work at this stage, Norton is probably not to blame. Nevertheless, continue to step 8 to reinstall Norton.

8. Run the Norton
installation file you
downloaded from
www.norton.com/nis12.
Be sure to run the file as
“adminstrator” (right click
the file and select run as
adminstrator.
9. Test internet connection.
10. Run LiveUpdate
repeatedly until no more
updates are found. If
Norton requests you to
reboot, do so and re-run
LiveUpdate.
11. If you use identity safe, now would be a good time to restore it with the .npm file you created earlier.
12. Run the Full Scan via
the Norton task window
as Norton will be quite insistant in completing this first full scan.