Hello,
Does anyone know what has happened to Norton Support? I believe it has gone to the dogs.
I can no longer reach them by phone nor chat, and they have removed the Email option from their website. One of their support supervisors furnished me with his email address, but he ignores my emails which only request support for norton 360.
Thanks
Hello,
Does anyone know what has happened to Norton Support? I believe it has gone to the dogs.
I can no longer reach them by phone nor chat, and they have removed the Email option from their website. One of their support supervisors furnished me with his email address, but he ignores my emails which only request support for norton 360.
Thanks
Hi
I have been having critical performance problem for last 4 months using Norton. Earlier also I was having the problem which I contacted Norton support who removed the norton and reinstalled assuring better performance. But the issue was not resolved.
Yesterday I contacted Norton. One support person took the control of my system removed lots of files and removed norton. Finally he rebooted the system and then the system got crashed. Then I have to boot the system in safe mode. By doing this for some time, my system booted in normal mode. By the time the support person left and I took another support person. He again rebooted the system. By the time I logged in he also left becuase it is 5.30 in the evening.
So again I took another support person help. In the chat he mentioned that, the norton is not meant to run in Laptops and Desktops and it is meant for servers only. But he said he will try to solve the problem did something and rebooted the system and again my system crashed. After logging in , the logmein rescue aksed me to install another logmein rescue due to time out.
So I took one more person help. While chatting she disconnected and left the chat room. So again I did the same thing. Another chat person assured resolution and the same thing. The ended like this. Today again I started taking the support from another person. He assured resolution for all problems. Uninstalled the norton using nortor removal tool and removing entries from registry. Rebooted the system and the system crashed. So I rebooted using safe mode.
Contacted the support again using chat mode again. There is another person gave the same promise and I told my story. Now the chat window is active and he is not respoding to my queries. So is there any resolution norton could provide or I have to live with this? Do you think it is ethical on Norton's part to provide this kind of pathetic support?
Do you have any one who is knows how to trouble shoot instead of uninstalling and reinstalling the software. (Just to uninstall and re-install, I myself can do. I don't require any "Technical Specialist" to do it)
[Edit: Removed personally identifiable info to conform with the Participation Guidelines and Terms of Service]
Norotn support personal installed the norton and rebooted the system. After the reboot the system crashed continously . So I have restore the system to earlier point. Now Norton is not installed in my machine. I am not sure you have any support staff who has technical knowledge on Norton. Their meaning of troubleshoot is to reinstall norton, remove files (without knowing the impact). No root cause analysis is done. One more alternative Norton support people has is to exit the chat without any notification (two people just exited without notification).
Does Norotn has any local support numbers? The numbers you provided in the support page goes to US and I was told it will be charged when I called that number.
Now I feel the best workaround is to move away from Norton since the product does not work as it is supposed to ,the support staff are treating my machine as their play ground or sand box to learn the installation process ,nobody knows the meaning of trouble shooting and takes the customer for granted.
The status is mentioned as solved. Please let me know where is the solution
Hi rbala,
How did you contact the tech support channel you were using? It really does sound like you may not have been using the official Symantec-provided Norton tech support site, but rather an unaffiliated third-party that advertises that they do Norton repairs. Such third-party providers are often found in Google searches and their websites are often made to look as if they are an authorized Norton support site, when they are not.
Hi
I have been having critical performance problem for last 4 months using Norton. Earlier also I was having the problem which I contacted Norton support who removed the norton and reinstalled assuring better performance. But the issue was not resolved.
Yesterday I contacted Norton. One support person took the control of my system removed lots of files and removed norton. Finally he rebooted the system and then the system got crashed. Then I have to boot the system in safe mode. By doing this for some time, my system booted in normal mode. By the time the support person left and I took another support person. He again rebooted the system. By the time I logged in he also left becuase it is 5.30 in the evening.
So again I took another support person help. In the chat he mentioned that, the norton is not meant to run in Laptops and Desktops and it is meant for servers only. But he said he will try to solve the problem did something and rebooted the system and again my system crashed. After logging in , the logmein rescue aksed me to install another logmein rescue due to time out.
So I took one more person help. While chatting she disconnected and left the chat room. So again I did the same thing. Another chat person assured resolution and the same thing. The ended like this. Today again I started taking the support from another person. He assured resolution for all problems. Uninstalled the norton using nortor removal tool and removing entries from registry. Rebooted the system and the system crashed. So I rebooted using safe mode.
Contacted the support again using chat mode again. There is another person gave the same promise and I told my story. Now the chat window is active and he is not respoding to my queries. So is there any resolution norton could provide or I have to live with this? Do you think it is ethical on Norton's part to provide this kind of pathetic support?
Do you have any one who is knows how to trouble shoot instead of uninstalling and reinstalling the software. (Just to uninstall and re-install, I myself can do. I don't require any "Technical Specialist" to do it)
Even though the issue is marked as solved in my earler post, it is not solved. So I am reposting again
(Can Norton assign a case number against my mail id so that I dont to explain the same problem to 10 or 15 support personal who is asking me to explain the problem again and again)
Sorry to hear of this long unsuccessful experience.
As your system crashed after multiple reinstalls, it sound like you may have some other Windows issue. When the computer crashed, did you see any error messages that might help?
Have you checked that all your Windows and your drivers are fully up to date?
What OS and service pack are you using?
What version of 360 are you using? Click on Support - About from the main 360 screen.
I am coming Norton after checking with Microsoft. After disabling Norton, there are no performance problems with the system.
I am using windows 7 sp1. Norton 360 is the latest updated by Norton Support yesterday.
After the updation also, it occupied the entire process. Even to reply to this post, I have to disable Norton.
Hi rbala,
I have taken the iberty to remove the "Solution" marking from this thread as it is clear the situation is not solved.
Also I have asked a mod to delete your post here http://community.norton.com/t5/Norton-360/Critical-Performance-problem-with-Norton/m-p/1134978 as it is a duplicate of this thread and posting more than once will do nothing but confuse the isssue.
rbala wrote:I am coming Norton after checking with Microsoft. After disabling Norton, there are no performance problems with the system.
I am using windows 7 sp1. Norton 360 is the latest updated by Norton Support yesterday.
After the updation also, it occupied the entire process. Even to reply to this post, I have to disable Norton.
Hi rbala,
Just my 2¢
Do you currently or have you had another Antivirus or security program installed that runs in real-time? It is possible that there is a conflict between whatever else you have (or had) installed prior to installing Norton that could be causing the conflict. Itis important that you not only remove via Control Panel, but also run the removal tool for that product prior to installing Norton.
Lets say that you do have another anti-virus program running. what you could have would be two different AV programs, each trying to protect itself from the other one doing anything on your system. Now tih both AV's running at max CPU useage, by removing one or the other will stop the conflict and all will work fine. You remove Norton and all runs fine - if there is another AV also running, removing it (and leaving Norton) will also end the conflict and permit your system to run fine. If both of the programs are present, then no matter how many tmies you reinstall - it will not fix anything.
Your support personal already removed the another AV from my system. But the issue is not getting resolved. Yesterday, level 2 support person tried fixing issue for 3 hours. But still the issue exists. He said, he will call me by today 9PM. I was awaiting for his call but lools he forgot.
Today, I spoke to Ms. Priya SIngh over chat. I asked her to arrange for level 3 support. She said she will do and got my number. Suddenly without notice, she left the chat window.
Do you think you can fixit?
Hi rbala,
Thanks once again for the feedback - please tell us the name of the AV support personnel removed. Once we have that we can try something more to clean it up and provide a clean install.
Also please answer the following that epterweb asked for earlier in this thread:
What version of 360 are you using? Click on Support - About from the main 360 screen.
Please tell us if it is N 360 Standard or N 360 Premiere edition.
Hi rbala,
my humble suggestion is do not follow chat and our instructions all at a time.
That will create a lot of trouble than solving your problem.
Since your system has been messed up, you may do a system restore to a state before you seeked any help. ( Please wait for some others of Community to comment on this point before proceeding, but I think that will help.)
Dont forget to tell us your N360 ver and the name of other security software which once existed as asked by yank and peterweb.
Keep us posted...
Thank you for accepting the failure on the part of Norton on the efficiency of norton chat support and instructions. I have did system restore. But the moment norton is installed, the system becomes very slow. So me and Microsoft feels that, system gets messed up only after Norton installation. Norton version is 21.3.0.12 and it was installed by a Level 2 support person Mr. Sathya Narayanan on on 15-May-2014. He told me he will on 16th May at 9PM and was awairting for his call. But did not get the call.
Now other security softwares have removed by the level 2 support.
Please let me know whether Norton has the capability resolve the problem created Norton N30 Product.
Hi rbala,
After the System restore you installed N 360 - did you just do an installation or did you remove the old version prior to doing the reinstall?
Normally a System Restore will break N 360 and a clean install is the way I would suggest to reinstall. IOW, uninstall via Control Panel, reboot, run the Norton Removal Tool and then install a fresh copy of N 360 (that matches your edition)
We also still need to know if you are running N 360 standard Edition or the N 360 Premiere?
Can you go to Control Panel > Programs & Features and tell usif you have any other Security programs installed - lokoing for things like Malwarebytes AntiMalware or SuperAntiSpyware - if either of these are they the Free version or the Pro version? Also perhaps Spybopt Search and Destroy or maybe even an old trial Antiirus program. Do you by chance have Microsoft Security essentials installed?
As mentioned earlier, the installation(s) were done by Norton Support people. So I have not the installation.They have uninstall using Control panel,uninstalled the softwares which they felt unnecessary (including CA anitivirus) used norton removal tool, removed from registry, downloaded the latest version the norton webiste and installed the N360
I do have ccleander installed in my system
Since all th support personal and you are telling that installing a latest version will resolve my problem. So i have these questions:
1. Support people themselves did the task of removing the software and reinstalling the same. But it has not resolved the issue. Does this mean support people does not know the actual issue in India?
2. Including you any norton person I came across says that installing the latest version will resolve the problem. Does that mean the earlier versions were having lots of problem and I was sold when Norton was not working ptoprtly.
Hi rbala,
You did a System Restore after you talked to Norton chat - thus running System Restore in most cases messes up your current install of N360 - the one that Norton support did. That is why I recommended a removal, run the NRT and a reinstall.
The folks from India are normally proficient in what you say they did - but by you running a System Restore can negate their efforts - that is one of the main reason I normally do not recommend a System Restore until much later in the troubleshooting.
Installing the current version of a program (with all the updates) is advisable for all programs - not just Norton. By installing the most recent and all the updates to it, you are first starting with a new install and all the updates available, including any fixes that could have been incorporated in the latest version update. So no it does not mean the earlier versions were having lots of problems - rather the newer ones have corrected most of the problems in the earlier ones and usually addtional improvements. Thus the current version may repair anything that was a problem in the eralier version, was reported and corrected in the newer version.
Afte rthe norton support upgraded the norton, the system crashed, leaving me with only optioin of system restore. Moreover, for me whether the folks are from India or any other country, in my perception is that they represent Norton. I asked to provide solution and they remvoed some registry entries, removed some installed files, removed some system files ,reinstalled the N360 with latest version and finally crashed my system. The installations was done by Norton team and not by me. So hope they have installed all the latest updates or not. Whether the version is latest or not, still N360 is not working and Norton team does not know how to fixit except uninstalling and reinstalling. So many posts, so many chats and so many reinstallations, still the problem remains as its. No one from Norton has the capability resolve the problem. Like Microsoft able to prove their point that the problem is only with Norton, norton is not able prove anything.