How does inter-company coordination work (or not)?

How do Norton and other security firms coordinate on things where their software needs to work together?  Is there some other forum where I should post an issue between Norton and the Pulse Secure VPN?   I posted an issue back in April, had my client (that requires me to use Pulse Secure) open a ticket with them, and nothing seems to be going on.  The problem is that the Host Checker of the VPN says there has been no full system scan,  yet I have performed one....  Error message says 'object not found' so I assume Norton is supposed to create something when a full system scan is complete, and Pulse Secure is supposed to find it. How do I go about getting this resolved?

" GetLastFullScanTime : Time Taken:0.315893 : Error Code: ORC_ERR_NOT_FOUND: Error Desc : Object not found)"