Does anyone know an email address for Norton/Symantec corporate offices. I have been fooling around with tech support/customer services for 2 months and no one can seem to fix my problem or give me a valid answer. I paid for online back up when when I went to retrieve it (in mid-June) I couldn't. FINALLY this week I received 9 disks w/all my info, but no explanation, no method to fix the Norton 360 on my computer, etc, etc, etc. I'm tired of going thru tech support.
mollyjazz wrote:Does anyone know an email address for Norton/Symantec corporate offices. I have been fooling around with tech support/customer services for 2 months and no one can seem to fix my problem or give me a valid answer. I paid for online back up when when I went to retrieve it (in mid-June) I couldn't. FINALLY this week I received 9 disks w/all my info, but no explanation, no method to fix the Norton 360 on my computer, etc, etc, etc. I'm tired of going thru tech support.
For email any of the moderators should get you as close to corporate as anything else available.
Symantec World Headquarters
350 Ellis Street
Mountain View, CA 94043
Phone: +1 650-527-8000
That's the corporate office address if it helps.
Mollyjazz,
Since everybody to date has failed to solve the problem would you care to give us a shot. We're neither paid employees nor otherwise connected. Except that many of us have been using Norton products for years and found ways to break the software so that the programmers are assured of job security. If you would tell us more about both your hardware and software then about your exact problem we might be able to help.
I have a HP computer, using Windows xp. Not really sure what you need to know. Can't access my data, Norton techs can't help.
Hi mollyjazz:
What version of N360 are you using? There should be a number starting with 5 under support>about.
Did you purchase a separate version of Norton Online Backup, or is this problem through N360 backup utilities only?
What error message are you getting that prevents you from accessing the online storage?
Norton 360 Premeir Edition 5.1.0.29
I purchased additional on line backup
I had to do a system recovery on my computer in mid=June b/c it crashed. When I tried to restore the backed up online data, my computer kept freezing and it just would not restore it. I fooled around w/Norton techs who tried everything. They told my I was trying to restore too much info at once...etc. Finally, after even they couldn't get it restored, they sent me 9 disks with all my info. Explorer kept shutting down/freezing every time I tried to restore info from a disk The back up would run for about 5 minutes then I'd get this error message:
Cannot create set 11\Drive_c\documents and settings\all users\documents\my pictures\Kodak pictures\3-31-2011\1001677.jpg
Read error in the file D:\2423444_Restore.part o1.exe
Norton casemanagers tried to restore it for me, couldn't do anything, said they had to refer it back to their development department. This issues has been going on since mid-June.
mollyjazz wrote:Norton 360 Premeir Edition 5.1.0.29
I purchased additional on line backup
I had to do a system recovery on my computer in mid=June b/c it crashed. When I tried to restore the backed up online data, my computer kept freezing and it just would not restore it. I fooled around w/Norton techs who tried everything. They told my I was trying to restore too much info at once...etc. Finally, after even they couldn't get it restored, they sent me 9 disks with all my info. Explorer kept shutting down/freezing every time I tried to restore info from a disk The back up would run for about 5 minutes then I'd get this error message:
Cannot create set 11\Drive_c\documents and settings\all users\documents\my pictures\Kodak pictures\3-31-2011\1001677.jpg
Read error in the file D:\2423444_Restore.part o1.exe
Norton casemanagers tried to restore it for me, couldn't do anything, said they had to refer it back to their development department. This issues has been going on since mid-June.
Hi,
Sorry to read that this is dragging on so long.
The reset/restore to the factory settings after the crash would have corrupted your 360. It will need to be removed and reinstalled before it will work properly. If this hasn't been done I'd suggest that you use the new remove and reinstall tool found here:
http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20110217171332EN
Be sure to save your identity safe information before you start.
Let us know if we can assist in any other way
I think, rather than the restore and reinstall tool, because it has been well bunged up, there should be a saving of logins to the desktop, a complete removal through add/remove, and then using the stand alone removal tool followed by a reboot.
I would suggest a clean installation rather than what amounts to a repair installation. Saving corrupted settings may not improve the situation. If the techs did a reinstall, I expect that the R&R tool would have been used.
I think the techs DID remove/restore 360, they put shortcuts on my desktop, they've done things thru remote and still can't get it back. I appreciate the replies on here, but why can't the people at Norton figure this out. Is there a problem with my computer?
System restore does odd things in a computer. It is not a drive image, in that when you say "put it back the way it was," not all files are changed. Some files remain and some are gone. Because of this, a system restore tends to break Norton and cause several things to not work correctly. We also have no way of knowing what files were changed, and what files were not changed. Windows doesn't share that with us.
So what should I do or am I SOL?
I can't do system backups w/Norton either.
Do you have any idea what caused the crash in the first instance? Was it N360 that crashed or Windows?
Did you have any other security software on the machine when N360 was installed? Is there any other security software on the machine now?
Are the other components of N360 working properly; quick scans, liveupdate, Identity Safe, or are there other problems as well?
I think it was windows that crashed. I couldn't access the internet, couldn't really do anything, couldn't restore to a previous point, couldn't do anything. Did a system recovery, had problems getting everything back and just when I did, everything crashed again. Did another system recovery but this time I couldn't get my backedup data back. The hard drive is new, just replaced.
I didn't used to have another security on there but now I think I have Macafee---not sure how it got there. (this is my home computer and I'm at work right now so I can't really check things out)
All the other parts of Norton are working, I just can't do a back-up.
I'm not totally ignorant about computers---I restored my own hard drive, but this is WAY beyond my skills.
THANK YOU for your assistance.
mollyjazz wrote:I think it was windows that crashed. I couldn't access the internet, couldn't really do anything, couldn't restore to a previous point, couldn't do anything. Did a system recovery, had problems getting everything back and just when I did, everything crashed again. Did another system recovery but this time I couldn't get my backedup data back. The hard drive is new, just replaced.
I didn't used to have another security on there but now I think I have Macafee---not sure how it got there. (this is my home computer and I'm at work right now so I can't really check things out)
All the other parts of Norton are working, I just can't do a back-up.
I'm not totally ignorant about computers---I restored my own hard drive, but this is WAY beyond my skills.
THANK YOU for your assistance.
Molly,
For when you get home.
Carefully check to see if any other security software was installed as part of the restore.
It there is another program present do a control panel uninstall. Go the the vendor site and download their removal tools. Run their tools at least twice to be sure. Reboot.
The restore may also have reactivated the windows security software - windows defender, Microsoft security essentials. These will also have to be uninstalled/disabled. Reboot.
With everything that has happened and continues I recommend Delphinium's suggestion of cleaning out all of the bits and pieces of Norton as well before trying to get anything running. This would be the a control panel uninstall, running the Norton Removal Tool, rebooting and running it once more, just to be sure. Rebooting and then doing a clean install. Another reboot, run live update and reboot each time until the program tells you that all of the updates have been downloaded and installed.
Molly,
When you get back and sort out what happened as suggested by dick you will find that if you go back to Delphinium's message at http://community.norton.com/t5/Norton-360/Corporate-office/m-p/516140#M53084 here in this thread she gives you a link to full instructions on getting and using the Norton Removal Tool that she and dick recommend and those instructions also tell you how to get the replacement copy of the Norton program that you had .... after it installs just make sure you fully update it via Live Update.
TheI'd run a Quick Scan to see if it's happy and if you have some time to spare run a full system scan which goes deeper.
The McAfee removal tool can befound here. Let us know if any other removal tool is required. We have links to most of them. 
Thanks everyone for the advice. I know that the Norton tech DID do a removal, etc but so much has been tried and so much time has gone by that I'll try it again.
So....I need to totally remove norton and any other security programs, THEN reinstall Norton 360?
mollyjazz wrote:Thanks everyone for the advice. I know that the Norton tech DID do a removal, etc but so much has been tried and so much time has gone by that I'll try it again.
So....I need to totally remove norton and any other security programs, THEN reinstall Norton 360?
Molly,
Yes, that would be the best plan. If you need any help, instructions, let us know.
HELP!!!!!
I uninstalled Norton, reinstalled it, ran live update and it said that there were updates that I needed, started to run them...it ran for about 45 minutes and got hung up, not responding. There was nothing I could do with it, so I rebooted. The Windows logo came up, then the COMPAQ logo, then it asked which system I wanted to start: Windows XP or Windows Recovery COnsole. I did a system recovery ran a basic test: Smart Short Self Test - FAILED. Error code: HD521-2w.
WHenevern I tried to start all I get is "Windows coiuld not start b/c file missing or corrupt:
<windows root>\system32\hal.dll.
Please reinstall a copy of above file.
This is back where all this started in June...except I didn't get the corrupt file message.
SHould I just throw the computer out the window??? 
<< SHould I just throw the computer out the window??? >>
Only if you have been longing for an excuse reason to buy a new flashy one .... <g>
A hal error is hardware/windows related and specific to XP. SMART is a test system built into modern hard drives to keep an eye open for problems and here by coincidence (there are no concidences .....) is a link to an HP Forum thread about that message:
http://boardreader.com/thread/smart_short_self_test_HD521_2W_FAILED_HP_1brkyX8dql.html
vher replied 8 months, 4 weeks ago
HD521-2W is a code generated by HP computers for a failed SMART short test . It is an indication that the drive may be on the way out. hardwares will eventually fail and its unavoidable. whatever you've done before this happen is just a coincidence. the error code you get is a categorized error that tells the system (your pc) that the hardisk is failing. just backup your files and replace the ...
So make sure you have backed up all your personal data files and be ready to replace the hard drive BEFORE it crashes completely -- it's an easy thing to do yourself particularly on a laptop (I've done 3 Compaq's just buying the correct drive at Best Buy for about $40, pulling otu the old one and slotting the new one into place).
When you got your HP Computer did you make Recovery Disks?
Do you have them?
Have you installed much software that did not come preinstalled on the comuter?
If so do you have the disks to install it again?
Do you have backups of your personal files?
Or do you ant to take advantage of how cheap computers are these days and get a new one -- but note that if you do it will almost certainly come with WIndows 7 64 bit and you may have some hurdles to jump to use any old hardware you have like very old printers etc but again I and Microsoft can help you find out first!
If you tell me the exact model of HP you have -- a name like Pavilion and a bunch of letters and number to identify the exact model I can do some looking up for you.
I would LOVE a new laptop, however, my budget doesn't allow it right now.
I replaced the hard drive once and it failed, so the company sent me another one which I replaced probably in April/May.
I have recovery disks (learned after the big crash of 09!)
Do not have much software installed.
I have some old back up files.
I have 9 disks that Norton sent me b/c I couldn't retrieve my data from their online back-up
I have a Compaq presario...don't have the model number since I'm at work.