NSS 5.1.0.29 - Cannot Connect to Norton Server when trying to do a Service Status Check

I have Norton Security Suite Version 5.1.0.29 and it is running fine but it wants to do a Service Status Check but for days now it says it cannot connect.  Everything else works fine including doing live updats.  I downloaded this program as a subscriber to Comcast, which I still am.  The program says I must do this in order to continue to use the product, although it hasn't shut it down (yet).  What do I do?  I have looked everywhere to try to find this issue but I have not been able to find it.  Any assistance would be greatly appreciated.  - Thank you,  Tom

Hi Tom,

 

Did you by chance download any of the Constant Guard Protection Suite from Comcst along with your Norton security Suite?

 

Also please tell us more about this "Service Status Check" - where and how are you seeing this?  A popup?  Take us through how you got the notice, why you think it is a Norton Server it is trying to connect to.  Perhaps a screen shot?

 

We'll be waiting on your response.

No, I only downloaded the Norton Security Suite.

The message came up as part of the Norton program on my screen and keeps popping up periodically and it now has a link at the bottom of the main program screen notifying me that I need to connect. attached is a screen shot of NSS when I bring it up. It says Service Status: Check Required: Then a link below.

- Tom
 

Is it possible to hover over the Check Service and see what the URL is that it wants to you to go to?

 

The only thing I can think of is that there may be something up with your Comcast account that is causing this.  I have never seen this in the almost two years I have been working with Norton on the Comcast Forum.

 

I'll await your reply with the URL before doing more research.

There is no website.  It brings up a window that is part of the program.  Here is a screenshots:

Hi Tom,

 

This is what I have found so far:

 

Service
An active service of your Norton Security Suite is necessary for protecting your computer against any security threat or risk.
 
Norton Security Suite checks your product status with the Symantec server. If you have problems with checking the status, ensure that your computer is connected to the Internet. If you still have problems with the status check, review the firewall or parental control settings that might block the connection. After you review the settings, you can use the Retry option.
 
 
 
Service
An active status of your Norton Security Suite is necessary for protecting your computer against any security threat or risk.
 
If you received Norton Security Suite service through your service provider, your status is active as long as your security service is active with your service provider. If your security service is not active, you cannot obtain updates of any kind and the software no longer functions. You must contact your service provider for any issues regarding your service activation.
 
It appears you need to check  a nd see if possibly you hae your firewall blocking it (please note it would have to be done by some rule you have written as the default settings should permit.  Do you have any parental controls installed?
 
I have seen cases where the "hand shake" between the Comcast server and the Norton server do not  agree - in other words,  your comcast service is still active, but norton's server sees it as being inactive. 
 
I have a contact who works for Norton and has helped in these situations in the past.  I will contact him and ask him to repond here/advise what to do.  Bear in mind it may take a few days for his response.

Thank you for your time and update:

 

   As a computer tech for over 25 years I have thoroughly checked my settings on my computer and even turned off all firewalls to be certain that there was nothing keeping it from connecting with no avail. 

 

   I have two computers in my house with both running this Norton software and the other one, my laptop, has had no problems.  Also both running XP SP3 by the way. 

 

   Also even though I am getting this message on a regular basis I have had no problems getting updates from Norton for the program on either computer.  So even though it has this issue with the message, it seems not to be keeping me from getting updates and running normally otherwise.  This tends to make me believe that a registry setting is bad or corrupt.  Just a hunch. 

 

 - Tom

Tom,

 

Thanks for the additional information.  I have not heard back/recieved a response from my Norton contact, but it is the weekend and he may be either off or in fact travleing on business. 

 

As long as everything keeps working, please be patient and we'll see if he has any suggestions or at least eliminates a server glitch.