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Hi Roberto107,
I would first recommend contacting our Customer Support team through the product's Help & Support link. Or you can visit the below site to contact our free Customer Support:
http://www.symantec.com/norton/support/selectproduct_ts.jsp
If you have already done this and they could not resolve your issue, please let us know. If this is the case, please provide as many details as possible. Thanks!
With the addition of the screenshots, I can see the issue more clearly.
Let me check with the team about this issue. Thank you for the
additional information.
I ran the online diagnostics from the security.symantec.com website (Security & Virus Scan using Internet Explorer, as well as Firefox, on my Windows Vista Desktop with and without Administrative Privileges; which worked just fine by the way) and I also ran a complete Full System Scan using Norton Internet Security 2008 my software I use-I am currently up-to-date with the software. None of which came up with anything unusual. The enclosed attachment I am sending to you was taken today using my Mom's Windows XP Laptop with the same results happening. Completely different setup, so I now know for a fact that it is a problem with Identity Safe within Norton internet Security 2008 Version 15.5.0.23 and none of my PC's. Long time user of your product, but looking at alternatives for my Internet Security needs!!!!!!! Bob
http://img169.imageshack.us/my.php?image=capture23nk2.jpg
----- Original Message -----Sent: Wednesday, July 09, 2008 11:15 AMSubject: Symantec Executive Consumer Relations TeamHello Bob,
My name is XXXX XXXXXXX and I am an Executive Escalations product support Analyst here at Symantec. I understand that you are having difficulty with your Norton Software. I sincerely apologize for any inconvenience you may have experienced.
I would like to set up a time when I can contact you by phone in order to discuss a resolution for all of your concerns. Could you please call me at XXX-XXX-XXXX, or respond to this email with your phone number and inform me as to the best date and time you can be reached. I am generally in the office Monday through Friday, between 8:00 AM and 5:00 PM Pacific time.
Run a virus scan. This online scan will not work on Windows Vista.
Additionally, it would be very helpful to me if you could perform one troubleshooting step before we speak, as it can take some time and the results may be necessary. It is very likely, based on the description you gave about the issues you’ve encountered, that the system could be infected with a threat. What I would like you to do is run a basic virus scan, not using any local software on your computer, but an online scan from our website. This will avoid any problems that your anti-virus software may be having, and inform us if those problems could be caused by a threat on the system. Please navigate to the following website:
Once at that page, you will see a Go button, simply click that, and click the Start button under Virus Detection on the following page. You will have to accept any downloads it prompts you with. Once that scan is complete, please record the results and call me as soon as possible so that we can resolve your concerns.
Send a system information file:
To create a system info file:
1. Go to Windows Start, select Programs, select Accessories, select System Tools, and select System Information.
2. When System Information tool opens, go to File, then select Save, save to the desktop, give file a name (yourfirstname lastname), file will be saved.
Attach that saved SYSTEM.NFO file to your response to me.
We normally do everything by appointment, what is a good time of day to call between 8-5 PST?
I look forward to working with you in resolving your concerns.
Best Regards,
____________
Product Support Analyst
Executive Consumer Relations Team
Symantec Corporation
-----------------------------------------------------
This message (including any attachments) is intended only for the use of the individual or entity to which it is addressed and may contain information that is non-public, proprietary, privileged, confidential, and exempt from disclosure under applicable law or may constitute as attorney work product. If you are not the intended recipient, you are hereby notified that any use, dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, notify us immediately by telephone and (i) destroy this message if a facsimile or (ii) delete this message immediately if this is an electronic communication. Thank you.
Let’s wait for Tony as he asked. He is checking things with his team right now
Our Customer Support Team has contacted roberto107 privately to help resolve his issue. Thanks!