Norton support

I have a problem with Norton 360. As I have to check daily that ACCESS is turned on. I have chatted to someone at Norton support who did the same as I do. He just turned it on manually and then he left a support link open for 24hrs. I told him it wouldn’t work. Sigh…
NORTON YOU HAVE TO LEAVE YOUR SUPPORT LINKS OPEN LONGER THAN 24HRS, it needs to stay open for at least a week. It puts up a barrier for users to reach you AGAIN about the same problem, which is Time consuming.

"suddenly i was not able to connect to Internet and i noticed it is because of a virus called Desktop defender 2010"

 

I don't know where you had difficulty reading his post but to me he very clearly stated his internet problem started after the rogue AV slipped past his Norton security and infected his system.

 

And if his story about the assistance he received from Symantec support is correct then I believe he has every right to feel annoyed.

Hi meniece1,

 

Uninstalling the firewall is a quite common step if you lost internet connection and nothing else works. But when doing so you should be aware that you might not be able to install it again until the system has been cleaned from infections.

 

What you pay for in your subscription is the right to use a program that protects your system, to receive updates for it during the subscription and a certain degree of support regarding the program.

 

The people at the regular Norton support are not educated in or qualified to perform a virus removal on a system. They give support on the products, such as installation, settings and subscription issues. This support is included in your subscription.

 

The virus removal service is a separate service with people educated especially for this. This is not included in your subscription but offered as a separate service you can purchase if you have trouble solving a threat related issue by yourself.

 

An antivirus product is used as protection for your system to prevent malicious programs from being executed in your system. It is not however a 100% protection, no matter what vendor you choose to use. There is always the possibility of something entering the system, be it because of a new unknown threat, missing security updates or simply user interaction. This is partly why Symantec has decided to keep the Virus Removal Service as a separate service.

 

If you want more than what is offered in the subscription you can always check what other vendors offer and see if they have a support solution that fits you better. At the moment I do not know if any vendor include this kind of service, but I have not looked for it either so it might be that someone does.

 

I hope you get the problems with the laptop solved.

 

Regards

jAW

Welcome to the Norton User Forum.  I'm sorry you are having problems with malware and I understand that it can be upsetting to have malware on your system, despite using security software.  A full security software suite such as Norton Internet Security 2010 offers several layers of protection for your system and some useful tools to help keep you and your system safer and that is one step in the right direction for securing your system.  However, no security software is 100% at stopping today's threats.  There are layers of things you need to do to secure your system.  If you have a current subscription, you are entitled to a free upgrade to Norton Internet Security 2010, from Norton Internet Security 2008.  NIS 2010 offers more protection for today's threats than earlier versions.

You need to keep Windows and your applications up to date.  Most people should configure Windows to Auto Update.  Microsoft releases updates for Windows and their other applications on the 2nd Tuesday of every month.  Also, there are out of band updates, sometimes.  Some applications offer automatic updates.  It's always good to manually check for updates on a regular basis.  If you have difficulties with updates, you could use Secunia PSI.  Secunia will scan your system for vulnerable applications and advise you about them.  It will usually tell you where to get the updates or offer the option to download them for you. 

It's best to use a standard/limited user account for daily tasks.  If your system gets attacked by something, whatever it is that attacked it has at least the same privileges as the user.  Using a standard/limited user account can prevent some infections and it can minimize the damages, if you do get infected. 

Securely configure your web browser.  That can prevent some harmful things from the Internet from installing or running on your system.  Internet Explorer uses security zones.  Firefox has some settings and also add ons such as NoScript.  In Internet Explorer, the Internet Zone is the default zone, in which all web sites will run, unless they have specifically been added to the Trusted Zone or the Restricted Site Zone.  The Internet Zone and the Restricted Sites Zone should always be set to High or custom configured to disable harmful things from running and installing.  Setting the Internet Zone to High will break some web sites.  You should add web sites that you trust to not harm your computer or sites that you must have more function for to the Trusted Zone and relax the security, to some extent, to get the function that you need for those sites.  However, you should be careful about the sites you add to the Trusted Zone and you should still be careful about some settings.   Unless you have a local Intranet, the Local Zone should be set to High. 

Securely configure your other Internet accessing applications, such as Adobe Reader, Flash Player, Shockwave, Java, and etc..  For starters, disable JavaScript in Adobe Reader, if you have that application installed. 

Be very careful about the applications you install on your system.  When possible, download applications from the developer's web site.  Be careful about the web sites you visit.  Be careful about clicking on links; always know where a link is taking you before you click it.  Be careful about attachments and clicking on links in e-mail and messaging applications.  Be careful about files from other computers.   Just as human viruses spread in large groups of people gathered together, computer viruses also spread where large groups gather.  Social web sites, such as Facebook, MySpace, and Twitter are risky, so if you must use them, be very careful.  

P2P is dangerous.  Pirated software and files are dangerous (music, videos, games, applications, & ect.). 

Never run more than one auto protecting anti-malware solution, at the same time.  Norton Internet Security 2010 offers anti-virus, anti-spyware, and anti-rootkit.  Auto Protecting/real time protection anti-spyware applications such as Spybot Search and Destroy and Ad-Aware conflict with Norton and can make your system more vulnerable.  Never use more than one software firewall, at the same time.

If you would like a second opinion or need more help removing malware, you can try the free versions of Malwarebytes' Antimalware or SUPERAntiSpyware.  They are on demand scanners and do not conflict with Norton.  They are also free. 

If you can afford it, it's good to connect to the Internet through a properly configured router, even if you only have one computer.  NAT (network address translation) provided by the router offers some protection for your computer.  Routers often include a hardware firewall, too.  This adds more protection and it's safe to use a hardware firewall in addition to having a software firewall installed on your computer. 

To remove your present malware, you might try booting into the Norton Rescue Disk and running a scan to see if Norton can clean the infection; you will need your key code to use the rescue disk.  If that doesn't resolve your malware problem, you might also try the free versions of Malwarebytes' Antimalware and SUPERAntiSpyware.  If you need more help, you might attach the logs from Malwarebytes and SUPERAntiSpyware to the forum, along with all of your system specs and year and version of Norton Internet Security and someone more skilled in malware removal may be able to help you.  I'm better at prevention than removal. 

I hope this helps.

I got a new laptop back in Nov 2008 and i got Norton internet security installed in day one and i was using this until today and suddenly i was not able to connect to Internet and i noticed it is because of a virus called Desktop defender 2010, and i ran the norton viru can but as usuall norton did not detect the virus so i called the technical support and the f*** guy asked me uninstall and check whether internet works and i did the same and it didnot work so he said dir u have to fix this issue by urself (then y should i buy the stupid norton) and by some how reading the blogs internet i fixed it myself and called the stupid technical support again to re-install the norton and the guys said they found another virus in my system and i have remove it before installing norton and i donot know why i bought norton if it is not going to protect my system..and i asked what to do now and they said i have pay 139.99$ to fix it or i fix my self and then install it again...the f**** company why should then they call them selfs as a anti virus if they are not fixing any thing...i was using the norton from day one and one fine day i got a problem and they asked me uninstall and fix all the problem themn install it back and if it happens again then i need to o the same..then for what the heck i bought norton...norton is a bull**bleep**....and i case reference for this it is [Removed case ID #] norton officials will take any action

 

 

[edit:Removed vulgarity and case ID # per the Participation Guidelines and Terms of Service.]

Yep. Happens. I believe Norton has gone backwards in their service and software since …well maybe since 1 to 2 yrs. Something changed. It’s like logic has disappeared…

Norton Chat support dropped out mid conversation, and I cannot link in again.