Customer service failure on Case that has been open for over 3 months

[David_Cordas]

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract: Customer service failure to address open case for over 3 months

Detailed description: Cloud backup fails to sign-in…just loops on sign-in prompt

Product & version number:Norton 360

OS details: Windows 11

What is the error message you are seeing? No error message, just won’t progress past sign-in prompt

If you have any supporting screenshots, please add them: Case has been open with support for over 3 months. They never proactively reach to me with updates/attempts to correct it. Same response everytime I check back…”it’s been escalated”. I am blocked by a support chat wall. Can’t speak with anyone that has authority to do anything about it, yet I still pay subscription monthly.

[bjm]

@David_Cordas

Customer service failure to address open case for over 3 months

Hello @David_Cordas
We’ll try to call attention: No promises. No timeline.

@David_Cordas

Case has been open with support for over 3 months. They never proactively reach to me with updates/attempts to correct it. Same response everytime I check back…”it’s been escalated”. I am blocked by a support chat wall. Can’t speak with anyone that has authority to do anything about it, yet I still pay subscription monthly.

So, you’re able to reach a human agent…and are told = ”it’s been escalated”?
Did support do a remote session and were unable to sort “sign-in…just loops on sign-in prompt”?

@David_Cordas

Cloud backup fails to sign-in…just loops on sign-in prompt
Norton 360
W11

Are you Norton 360 26.4.10932?
Are you W11 25H2?
What DIY Troubleshooting have you tried?

=============================================

fwiw ~ Chat GPT

That sign-in loop with Norton 360 Cloud Backup on Windows 11 is a known annoyance—it’s usually not your credentials, it’s the authentication flow getting stuck between the app and Norton’s web sign-in.

Here’s how to break the loop, starting with the fixes that most often work:

---

Quick fixes (try in order)

1. Fully sign out + restart services

• Open Norton 360
• Go to Settings → Administrative Settings
• Turn Norton Tamper Protection OFF temporarily
• Exit Norton completely (right-click system tray → Exit)
• Restart your PC
• Open Norton and try Cloud Backup again

---

2. Reset Norton sign-in cache (very common fix)
The loop is often caused by corrupted local auth tokens.

• Press Win + R → type:

  %localappdata%\Norton\
  

• Look for folders like:

  • IdentitySafe
  • NortonData

• Rename them (e.g., add .old)

• Reopen Norton and sign in again

---

3. Check default browser + extensions
Norton uses your system browser for login.

• Set a default browser (Edge/Chrome/Firefox)

• Temporarily disable:

  • Ad blockers
  • Script blockers
  • Privacy extensions

• Try again

---

4. Clear browser cookies (important)
Especially for:

• norton.com
• symantec.com

Then retry sign-in.

---

5. Run LiveUpdate + reboot

• Open Norton → Security → LiveUpdate
• Run until no updates remain
• Restart PC

---

If still looping

6. Remove and reinstall Norton (clean method)
Use the official removal tool:

• Download Norton Remove and Reinstall Tool
• Choose Advanced Options → Remove Only
• Reboot
• Reinstall fresh

This clears hidden auth and backup service issues.

---

Less obvious causes

• VPN enabled (including Norton VPN) → can break auth loop
  → Turn OFF temporarily
• System clock out of sync → check time/date auto-sync
• Windows user profile glitch → try another Windows account
• Firewall / DNS filtering → may block Norton auth endpoints

---

What’s actually happening

Cloud Backup uses a web-based OAuth-style login, and the loop usually means:

• Token not being stored locally
• Browser callback failing
• Or Norton not reading the returned session correctly

So the fixes above are all about resetting that handshake.

---

If you want, tell me:

• Does the sign-in window open in a browser or inside Norton?
• Are you using Norton VPN or any DNS filtering (like Pi-hole, NextDNS, etc.)?

AI sourced content may make mistakes

[David_Cordas]

Yes, remote sessions, product reinstalled many times by support team

[bjm]

@David_Cordas

Yes, remote sessions, product reinstalled many times by support team

Hello @David_Cordas
Okay…Thanks for sharing details.
We’ll try to call attention: No promises. No timeline.

Respectfully, your case is beyond Community-level support.
Your case belongs—inside Gen Digital’s court.

=============================================

fwiw ~ ChatGPT

If it’s been through multiple remote sessions and reinstall cycles, you can safely assume this is not a basic install issue anymore. Something is preventing the auth token from being written or returned correctly on that specific system.

At this point, the pattern you’re describing with Norton 360 Cloud Backup looping usually comes down to one of these deeper causes:

---

What this likely is (post-reinstall)

Reinstalls don’t touch:

• Windows account profile corruption
• WebView / browser authentication hooks
• Network-level filtering (VPN/DNS/SSL inspection)

So the loop persists.

---

High-probability culprits (after support already tried everything)

1. Windows user profile issue (VERY common in stubborn cases)

The Norton login token gets tied to the Windows user context.

Test:

• Create a new local Windows admin account
• Log into that account
• Open Norton → try Cloud Backup sign-in

If it works there → the original profile is the problem

---

2. WebView / browser auth handoff failure

Even if the browser “opens,” the callback may not complete.

Check:

• Default browser reset (set again, don’t assume)
• Try switching browser (Edge ↔ Firefox ↔ Chrome)
• Disable ALL extensions temporarily

---

3. VPN / DNS / filtering interference

This is one of the biggest silent causes.

Even if the user says “no VPN,” double-check:

• Norton Secure VPN
• Third-party VPNs
• Custom DNS (NextDNS, Pi-hole, AdGuard)
• Router-level filtering
• ISP security filtering

Quick test:

• Use a mobile hotspot
• Try sign-in again

If it works → network-level block confirmed

---

4. System time / certificate validation edge case

Auth loops can happen if TLS validation fails silently.

Check:

• Windows time sync ON
• Correct timezone
• Run:

w32tm /resync

---

5. Leftover Norton identity/auth artifacts (beyond normal uninstall)

Even the reinstall tool sometimes misses identity remnants.

Have them manually check and remove:

C:\ProgramData\Norton\C:\Users\<user>\AppData\Local\Norton\C:\Users\<user>\AppData\Roaming\Norton\

(then reinstall)

---

Important reality check

If:

• Multiple reinstalls were done
• Remote support couldn’t fix it
• And it still loops

This is very often:

• A profile-level corruption
• Or network filtering blocking Norton auth endpoints

—not the Norton install itself.

AI sourced content may make mistakes

[bjm]

Hello @David_Cordas
Care to share your progress

[David_Cordas]

Tried suggestions, no impact. Zero follow-up from Support on case # that has been open for 3.5 months. Horrible experience.

[bjm]

@David_Cordas

Tried suggestions, no impact. Zero follow-up from Support on case # that has been open for 3.5 months. Horrible experience.

We’ll try to call attention – again. No promises. No timeline.