Email support please!

Duis mollis, est non commodo luctus, nisi erat porttitor ligula, eget lacinia odio sem nec elit. Sed posuere consectetur est at lobortis. Vestibulum id ligula porta felis euismod semper. Donec ullamcorper nulla non metus auctor fringilla. Aenean lacinia bibendum nulla sed consectetur. Cras justo odio, dapibus ac facilisis in, egestas eget quam. Cras mattis consectetur purus sit amet fermentum. Morbi leo risus, porta ac consectetur ac, vestibulum at eros. Sed posuere consectetur est at lobortis. Etiam porta sem malesuada magna mollis euismod. Cum sociis natoque penatibus et magnis dis parturient montes, nascetur ridiculus mus. Duis mollis, est non commodo luctus, nisi erat porttitor ligula, eget lacinia odio sem nec elit. Cras justo odio, dapibus ac facilisis in, egestas eget quam. Aenean eu leo quam. Pellentesque ornare sem lacinia quam venenatis vestibulum. Curabitur blandit tempus porttitor. Sed posuere consectetur est at lobortis.

Hello Jack,

 

If you are interested in contacting the Symantec Customer support team about this issue, please visit the following site, where you can choose the Email contact option:

 

http://www.symantec.com/norton/support/productdetail/contact_ts.jsp?pvid=n360_2.0
 

Jack,

 

You can also access support by clicking on Support from within the product.  You can access by first clicking on "Help & Support" and then "Support." 

 

 

Hello Jack,

 

Hello Jack,

 

I'm sorry to hear about your frustration trying to get support. Norton 360 was actually revolutionary in how it provides support to customers. If you haven't seen it or tried it, I'd highly recommend it (click here for details) . Different regions have different support options, but North America does offer phone, chat and email support 24x7. You can also visit on the web (US) via  http://www.symantec.com/norton/support/selectproduct_ts.jsp - I wasn't absolutely whether you have Norton 360 V1 or V2, so left that option for you. You will see a "Contact a Symantec Support  Representative" link in the lower right hand corner.

 

As to the problem that you are encountering with accessing MSN messenger and secure (https) sites. There is a document available that should help with the MSN portion available here - as for secure web site access, it would be helpful to have a couple of examples if you could provide them. In the meantime, this document may help.


Let us know how it goes.

 

Matt 

 

 

 

Dear Sir,

 

I read your recommendations for accessing MSN Messenger and https sites.

I tried all of them, but no result at all.

 

In the past I already thought it would be the firewall. Therefore I unchecked it totally. I also sustained all acces to all rules made by the firewall. I also couldn't get in.

 

This time I sustained all access that occurs in the firewall program rules. I still can't get in.

 

At this moment (after changing the rules according to your latest recommendations) Messenger can't login and the other sites are still unreachable.

 

The only thing I can do is uninstall Norton 360 according to the recommendations of your support notes.

I will do that tomorrow.

 

Thanks for your concern. It's a problem that should not occur in a program like Norton 360. It blocks exactly those sites which are most reliable first, which is contradictory to what it should do.

 

I also appologize for my rude first mail, but I was really frustrated and I also see now why I couldn't find any email support posibilities.

They all are accessed through a secure site which I can't access.

 

I will keep you informed.

 

Kindest regards,

Jack Biesmans

If you are unable to access anything that uses SSL and disabling the Firewall and Transaction Security had no effect, I would look at the digital signing within Windows.  I'd do the following:

 

Go to Start, then run

Type in regsvr32 softpub.dll wintrust.dll initpki.dll dssenh.dll rsaenh.dll gpkcsp.dll sccbase.dll slbcsp.dll cryptdlg.dll

Click OK

 

After that, test to see if you can access secure sites. 

Dear sir,

 

I did the run of the commands in the start menu and they all showed the message that the process was done succesfully.

 

After starting Internet Explorer and then going to a secure site (my bank) I was redirected to a site which states that SSL should be sustained to be able to access this site.

It showed a procedure to see if this is the case: Check 'Use SSL 3.0' under the menu 'Extra/Internet Options/Advanced'.

This was already checked and I still can't access any https sites.

 

Regards,

Jack Biesmans

You mentioned earlier that you tried unchecking the firewall, did that include both the Norton 360 and Watchguard firewalls?  Which version of Norton 360 do you have installed?  Could you check the version of SymNPPWA.dll found in c:\Windows\System32? 

 

 

 

I only unchecked the Norton 360 firewall and not the Watchguard because I concluded that all computers wouldn't be able to access secure sites if it would be the Watchguard.

 

The version of Norton 360 is 1.3.1.6

I only installed it about 2 weeks ago.

 

The version of SymNPPWA.dll is 2007.1.7.20

 

I also found this site on the internet:

http://www.bleepingcomputer.com/forums/topic41067.html

I did all the recommendations there and still no access to secure sites.

 

Regards,

Jack

hi Jack - sorry to hear that you're still fighting this one. i don't see it mentioned anywhere else, although some of the steps appear in links peppered throughout this thread. but MS appears to have the most comprehensive "what to do if..." doc on this:

 

http://support.microsoft.com/?kbid=813444

 

mel 

Try upgrading to version of Norton 360 and see if that improves matters.  You can download from the following link:

 

http://norton.com/n360

 

Since you have a valid subscription it will migrate your subscription over as well as your backup settings.  Keep in mind, that it is not advisable to use more than one firewall at a time.  The interaction between the two firewalls could be at the root of the problem.  Each product will hook into the TCP/IP stack based on how it's designed. 

 

Hi Mel,

 

After following the 'Make a new user profile'-recommendation on the page you suggested, everything works again.

I could keep Norton 360 working, but without the transaction security, because that is what keeps MSN from logging in.

 

Maybe you know a solution to keep this part of the security working too, without interfering the logging of MSN?

Then the solution would be complete.

 

Many thanks to all of you who were concerned in this matter.

 

Regards,

Jack Biesmans

Hi Erik,

 

I will do an upgrade in a few days when I know everything still works fine. Having the most up to date version is best.

Concerning the firewalls, both work together at this moment, but I will keep a close watch on this. Since the Watchguard is the main, I will have to close the Norton of course in case of conflicts.

I might configure it as a surplus of the Watchguard when possible, since my mailtraffic is on this pc as well as most of my internetbehaviour.

 

Thanks for your advice.

Regards,

Jack Biesmans

Sorry to say so, but after 1 hour only working and not touching anything else than some Adobe products, the same problems occur again.

I have shut down the Norton firewall as I said in previous mail. Also transaction security is off, but no positive result.

 

I will now uninstall Norton 360 and if the problems are solved then, I will trash it.

I don't want to spend a second on this anymore. It cost me enough time and money.

 

Thanks for your help,

Regards,

Jack

interesrting that the new profile solved the problem in the short run then failed later. it raises concerns about the overall permissions/accounts for this system. that said, you might not ever notice them except for this, so i'm not sure if there are any further implications...

 

anyway, sorry to hear that it's not working again, Jack... very, very frustrating. i think erik is correct - two firewalls will not play well together and if WatchGuard is your fw of choice, you'll be better off without Norton anyway. i suspect V2 will not solve, but will be watching this thread hoping you have a favorable report.

 

mel 

Hi Mel,

 

I contacted a computerdealer to solve the problem. Hopefully he won't tell me to reinstall Windows. I would be disastrous, but we will see. He can come to my place and have a look himself. He is mcse, so he should know a lot about it.

 

Watchguard has to be my first choice since it covers my total network and is the first device in front of the internet, while Norton only covers 1 pc. Although you seem to think this might be the problem, I am in doubt about this. Shutting down the Norton firewall or not, makes apparently no difference. I tried it more than once.

 

I will keep you informed. If it's something else I might consider to reinstall Norton after all.

Regards,

Jack Biesmans

hey Jack - i didn't realize that WatchGuard was an appliance (my bad) - given that, i don't believe that there should be any compatability problem (assuming no desktop component for WatchGuard). i had been thinking that two sw firewall software apps could definitely result in the kind of behavior you were seeing, but now i'm not so sure.

 

i'm curious about what problems you technician discovers.

 

mel 

2 Likes