I had a strange episode with Norton today and perhaps someone can help me determine whether it was a cause for concern. I have scanned my computer since so am not unduly worried. A Norton window popped up on my screen with a supposed error and I was directed to Norton support (link supplied in the same window) to deal with the issue. I waited in the chat after being redirected by the chat bot Kate. Eventually I was in a convo with Joseph Jessil. He asked for remote control of my laptop to resolve the problem. The web site looked absolutely genuine and I checked that it was an Https:// address. So I said OK albeit reluctantly. I watched as he used a removal tool to uninstall Norton and then I had to restart the laptop for that to be completed. He then downloaded a link and started to install another version of Norton which I did not recognise. That is, the images were not the same as the Norton 360 ones with the craggy mountains. I remember a section of a keyboard in the image. I watched carefully as he then proceeded to uninstall Malwarebytes. I then took control of the mouse and interfered with the process to ask why he was removing software. The message he sent included a misspelling but stated something like: "I have to inform you that you have to (sic) antiviru (sic) programmes ". I clicked on the red cross in the remote chat box to cut off his control while I did a web search and saw that there is an issue with the 2 programmes. Nonetheless, I felt unnerved . I reconnected with him and told him I was nervous and that I would remove Malwarebytes myself. I told him that I felt he should have explained that to me before just proceeding to remove the programme. The other version of Norton then tried to continue the installation even after I disconnected Joseph. I then uninstalled that and went to a Norton website to download and reinstall the version with the craggy mountains. I do not know what happened but I can find no evidence of the chat in my web history (Edge). I am attaching a pdf of the two pages where I first encountered Joseph. I am not upset with him if he is a part of the Norton chat team. I just want confirmation that I was not being scammed and to ask why a different interface for the Norton 360 software that he was busy downloading? Thanks.
I had a similar thing happen to me, but it was a call from "Medicare." The guy had a thick accent and was not all that clear as to what he wanted. So, I played along for a few minutes and then started asking questions. He wanted my Medicare Part-A account number because my card needed renewed or something. Oh, joy to the world, I must have chill bumps on his arms thinking he had me. Thing is I started a scan and sniffing process to locate the real him. After finding the real him I told the guy I had his MAC address and that the next sound he would hear is a US Secret Service agent's voice. I then simply shut my PC off. He hung up. He may very well regret calling me. Who do these thugs think we are?
Then a week later another call, from a guy that sounded exactly the same as the "Medicare" guy, but this was an "Xfinity" support agent. He told me my router was broken and I asked how he knew. I told him my internet was working fine. He wanted to install a special "Xfinity Support Program" on my laptop. Hum, now I remembered that none of these organizations call us asking such things, so I played along for a few minutes to find out who he really was. He then attempted to install some software on my laptop! Just for sport I hit the power off button, and he hung up.
Just for safety sake, in case I was too slow to respond with my game playing, I called Medicare for a new Medicare account and card anyway since the guy had a lot of the card info and was too much for me to just forget about. Then I called Xfinity to report the scam. They knew about similar scams and put some additional security on my account, in case I was too slow for the hacker. I will not attempt to play games again, but just hang up as my wife advised me to do. 
She told me I was getting too old to play games with hackers like in the old days. She is right because I called my bank and someone had already attempted to log into my account. They put extra security in and I then changed all my passwords. Yes, I am getting too old to contend with hackers, even after 65 years in the computer engineering business.
The gospel is that these companies do not call us with such nonsense. If something is wrong, we will notice it and contact them. They will usually email us to contact them via the correct contact support points.
Okay. I've re-read your opening post. I'm now thinking you run Norton 360 for Gamers and Norton support agent installed Norton 360. You uninstalled Norton 360 and reinstalled Norton 360 for Gamers - the version with the craggy mountains. Wonder why you run Norton 360 for Gamers...since, you're not into gaming.
Caralley:I am grateful for your feedback.
It may be that the course of action was necessary if the error was irreparable. Perhaps most people would NOT want a blow by blow account of what the support person was doing but I was alarmed that he was removing my only other active antivirus before reinstalling the Norton 360 for Gamers (which, incidentally, is a strange name for your PC security software if you are not into gaming). It would have helped, seeing as the chat window was open all the time, if he had simply explained what he was aiming to do. It looked like I was slowly being disarmed for the attack lol.
Anyway, the potential conflict is now resolved. I researched the subject, added the exclusions on both programmes and both are rolling as they should.
Perhaps I have an overly suspicious mind and the guy helping me was a super-geeky non-communicative sort who still cannot understand why I should have cut short his well-meaning efforts in mid flow.
Thank you for your reply and concern.
When Norton is removed. M$ Defender starts up...even if only for the brief time between when Norton is removed and Norton is re-installed.
So, you did not have Norton 360 for Gamers before?
~ regarding Norton 360 + Malwarebytes running real-time protection.
Yes, I think mutual exclusions are best practice. Some say not needed. I say they're needed. Just me.
I am grateful for your feedback.
It may be that the course of action was necessary if the error was irreparable. Perhaps most people would NOT want a blow by blow account of what the support person was doing but I was alarmed that he was removing my only other active antivirus before reinstalling the Norton 360 for Gamers (which, incidentally, is a strange name for your PC security software if you are not into gaming). It would have helped, seeing as the chat window was open all the time, if he had simply explained what he was aiming to do. It looked like I was slowly being disarmed for the attack lol.
Anyway, the potential conflict is now resolved. I researched the subject, added the exclusions on both programmes and both are rolling as they should.
Perhaps I have an overly suspicious mind and the guy helping me was a super-geeky non-communicative sort who still cannot understand why I should have cut short his well-meaning efforts in mid flow.
Thank you for your reply and concern.
Caralley:Thank you so much for taking the time to reply. (Incidentally, the craggy mountains are icebergs :D I am attaching a screen print below.)
I have not had the error message again and I have resolved the issue of the conflict between Norton 360 for Gamers and Malwarebytes by adding exclusions.
I don't know about the green circle either.
Warning flags went up for me when a window popped up telling me to renew my subscription because it had expired. I knew that wasn't true. My laptop has been fine ever since and both programmes are working perfectly, so at least the experience served to highlight the fact that something needed to be done to resolve any potential conflict. Thank you for your interest.
My posting this may help in case something similar is reported in future.
Caralley:
He then downloaded a link and started to install another version of Norton which I did not recognize.
Did you run Norton 360 for Gamers before support session?
Caralley:
I just want confirmation that I was not being scammed and to ask why a different interface for the Norton 360 software that he was busy downloading? Thanks.
Did you run Norton 360 for Gamers before support session?
Okay, "craggy mountains are icebergs" = Norton 360 for Gamers. Thanks
Yeah, I noticed "GO" in the address bar and wondered whether you run Norton 360 for Gamers.
Note: maybe, your previous Norton 360 - My Norton dashboard had Smart Scan button.
My Norton does not have Smart Scan button. Smart Scan feature was removed with new Norton 360 installs.
Smart Scan Not Included in New Download
https://community.norton.com/en/forums/smart-scan-not-included-new-download
Caralley:
He then downloaded a link and started to install another version of Norton which I did not recognize.
That is, the images were not the same as the Norton 360 ones with the craggy mountains. I remember a section of a keyboard in the image.
"section of keyboard"
https://community.norton.com/en/comment/8551494#comment-8551494
Thank you so much for taking the time to reply. (Incidentally, the craggy mountains are icebergs :D I am attaching a screen print below.)
I have not had the error message again and I have resolved the issue of the conflict between Norton 360 for Gamers and Malwarebytes by adding exclusions.
I don't know about the green circle either.
Warning flags went up for me when a window popped up telling me to renew my subscription because it had expired. I knew that wasn't true. My laptop has been fine ever since and both programmes are working perfectly, so at least the experience served to highlight the fact that something needed to be done to resolve any potential conflict. Thank you for your interest.
My posting this may help in case something similar is reported in future.
Thank you so much for your reply. The reason I went looking for support was because Norton had identified an error and included an instruction to contact the Support Team. The link was provided in the same dialogue. What I didn't mention is that this 'other' version of Norton also told me that my subscription had run out and needed renewing. My subscription is in fact good for another few months.
My suspicious brain had me wondering if a nefarious third party could somehow detect that I had both Norton and Malwarebytes and play on that, but it does seem rather farfetched.
I accept what you said about a support agent perhaps using a different installer.
I wish I had thought of doing screen prints as it was all happening. Never mind. I think my laptop is safe. I have sorted out the exclusions in both applications and run detailed scans in both.
If it happens again, to someone else, at least my post may help towards identifying a pattern. Thank you again!
does raise some questions to me
1- why would they uninstall and "reinstall" the program , said you didnt really reconize the version they installed
2- what was the reason or concern you had for contacting them?
seems suspicious a alert or notification of any kind just popped up
the screen shot has the site looking correct ( but can be spoofed) so difficult to say on if this was legit or not from that
but as stated prior if you have more than one antivirus program running ( or firewall for that matter) they will conflict with each other
what version did you have before this? and what did they install?
Caralley:
A Norton window popped up on my screen with a supposed error and I was directed to Norton support (link supplied in the same window) to deal with the issue.
Any idea what the error is/was? and is the error resolved?
Um, are you running Malwarebytes real-time protection?
Curious, are you running Norton 360 for Gamers?
Caralley:
I then uninstalled that and went to a Norton website to download and reinstall the version with the craggy mountains.
"version with craggy mountains"?
Can you post screen shot (mask personal info) with craggy mountains?
Do you know what the green circle represents? I'm not familiar.
For Norton technical issues please include details
- Norton product or service name and version
- Operating system - version / build
- Norton error message / error code / screen shot (mask personal info)
- Steps to reproduce issue
The URL of the web page for the remote session does look legit being https://support.norton.com/......
As for the agent uninstalling Malwarebytes, this is probably a troubleshooting step in that having more than one real time antivirus active can cause conflicts that can actually reduce your Norton's protection. You did not mention why you contacted Support, but this may have been the reason for the uninstall.
Without seeing the Norton interface you were seeing, it is difficult to know what was being installed. A Support agent may have a different installer available that we regular users would not see.