For the past TWO MONTHS I have phoned/chatted to countless Norton staff about a particular issue I've been experiencing with the main Norton scan. During this time I have been promised call backs - which despite giving themselves excessive timescales to respond within, Norton have frequently not made good. When I call back to chase again I just seem to enter another loop with promises of support after yet another lengthy timescale. I have had my case escalated about 25 times (literally!)/been otherwise marked up as a priority case ….all without any discernible support actually ever being given... (...the Norton product has been uninstalled and reinstalled countless times by myself, and a couple of Norton staff, all in several different ways, all to no effect....other than this, I have had one, just one, call with a level 2 technician who falsely diagnosed the issue...)… I am now at the end of my tether.....
I'm seriously appalled by the level of customer service that has been offered to me. For almost twenty years I have paid Norton subscriptions, and for the first time in that period that I've actually needed some technical support, they've woefully failed me.
Does anyone know how to make a complaint/actually get someone at Norton who is able/willing to provide customer support?
Thanks - when I went back to a previous restore point, I'm fairly sure it took me back to an older graphics driver.....and Norton full scan wouldn't run then either, but I'll have another go (see if I can go back further), it's worth a try.
You are being amazingly calm at this point. I would be impressed but recognize the sound of defeat. Are you exhausted from going over your problems endlessly only to have someone tell you to reinstall windows? A nice brand spanking new windows install will fix just about anything. Except norton. After all of my reinstalls I had this same particular problem. When I logged onto my computer, everytime, my norton product was uninstalled, with Error! Fix needed! Contact Support! We cannot connect to the norton server! Fix Now!
Discussions with support help left me in angry tears of frustration. I, to, have been paying norton for nearly 20 years for this. People may ask "why???". Honestly I could never find an antivirus that pretended to work as well as norton. In all this time I have had probably 3 or 4 scans that ever found anything. For a few months-maybe even a year at some point it found a lot of those pesky tracking cookies but I don't even see that anymore. One time I downloaded a different reputable malware scanner and to my horror it found 27 trojans among other nefarious worms and critters. I stopped using norton altogether after that for about 6 months but went back again because I was finding more malware on my own than my scanner did. Norton also has this irresistible function that I have yet to find anywhere else. The ability to manually quarantine files that are causing trouble. I have found that to be the best tool for me, so I'm back again. I'd been told of all the awards and accolades of the windows defender security system. As well as Malwarebytes. There is something in here that they can't find, and I think I've got it, but it of course won't let me delete this one file. I can delete any of the other related files, just not this one seemingly obtuse file. I can't change the security settings on it and am told I don't have permission to change anything. Hard to believe since I am the Owner, Administrator and candlestick maker. Everyone has to get permission from me! A sure sign of trouble brewing. So I just want to quarantine the little bugger. But there is yet another problem. I have been auto renewing monthly a subscription for a product they don't seem to have anymore! I can't find any information on the Norton Security Premium product. Not even here in the forum! I also have Norton Core Security because I got that router hoping that it would be the answer to my prayers, but it was another nightmare. I kept the subscription
because I was told I would still have superior protection even if the router wasn't hooked up anymore. Can't find anything on that one either. Not even to compare to their big new Norton 360 line of products. So today I did it. I cancelled all of my subscriptions. This is not the first time this has happened either. Remember the old norton 360? Yup I had that one long after it was obsolete too. At one point they had me on 3 subscriptions and I didn't even know it. They couldn't figure out why I had one subscription for one computer and another for my other computer. You couldn't see it on my account-One was Internet security and one was the old 360.I had mobile security on my iphone for years before I found out it wasn't even compatible with iphones. They owe me so much refund money I can't even imagine.
I've sat on the phone with this support team for hours and hours doing the same thing over and over again. Every painstaking step of re-rebooting routers, reinstalling windows, and uninstallin Not long ago I found out that the thing I was being told did not exist actually does exist and is an even bigger problem now than it was 3 years ago! Now that everyone has actually heard of it!
I just wanted to reassure you that you are not the only frustrated person around here. I've had my fair share. Good luck with your issues. I really hope you find a solution before too long without a lot trouble.
Just what I would expect to hear from someone at norton support... What part of main norton scan do you not get?? They ask a lot of questions but have little to no answers. I have been misdiagnosed dozens of times. And that would be literal if I hadn't given up years ago.
Windows 10 Home. I have also ran all windows updates/driver updates several times and am fully up to date.
The Norton L2 technician that I did speak to suggested it was the graphics card driver that was the problem based on a few system error logs in the event viewer - I've since spoken to NVIDIA and they say it's not them (the errors referred to not being able to log into some driver account, so after discussing with NVIDIA they didn't think this would be the issue but they suggested a fix which I implemented - something akin to switching off the automatic update notification, such that when I flicked the switch, I would then just need to periodically manually look for driver updates.....I flicked this switch and the error messages went away, but the Norton full scan keeps crashing)
I had disabled Windows Fast Startup previously (having seen this on the forums as a suggested fix) and this doesn't make a difference unfortunately.
I've also tried going back to a previous restore point (although unfortunately the earliest one available was not before I started experiencing these issues).
I think I've also tried the windows installation check as well but will try again - thanks.
If you are able to run the full scan in safe mode, it sounds as it might be a Windows or driver related.
What version of Windows 10 are you using?
Have you checked that Windows Fast Startup feature has been disabled? If you use Windows 8/8.1 or 10, there can be an issue with the Windows Fast Startup feature.. See more information here.
If it is a Windows issue, you can check your installation. Click on Start and type CMD in the search box. Right click on cmd.exe and click on Run as Administrator. Type 'sfc /scannow' without the quotes. This will check your Windows installation and try to correct any errors it finds.
I would usually run a full scan once a week and that is what I'd normally expect to get at the end of the scan if things were working as per normal, which unfortunately they're not ...
Over the last 2 months the Norton full scan fails 95% of the time. Over the last 3 weeks, this has been 100%. Here, fails means part way through the scan one of three things happen:
1) it crashes the whole computer, leading to a blue screen with a sad face and a reboot.
2) the scan freezes, locking the computer and I have to do a manual computer reset.
3) Norton just stops the scan part way, closes down and pretends it never started (no completion screen/no history of a scan being run).
It crashes at different points in the scan almost every time and where error messages are given eg on the blue screen they are varied/numerous (there appears to be no pattern). The full scan oddly has completed a few times (albeit not for a couple of weeks).
The Norton quick scan - other than for a couple of days - has been working fine.
NB Norton full scan has also worked fine and without issue when I've tested it in safe mode.
My computer is otherwise operating fine - appears fast and healthy. And other than this issue with the full scan the Norton software seems to be happy with everything (eg green ticks on everything and Norton downloads updates fine).
