One click Support doesn't connect

Norton Security | Norton Internet Security
1

Hi everyone,
I’m using NIS 17.7 Italian version on a Windows 7 32bit pc. From yesterday I try to use one click support feature but I receive a message that he cannot connect to the server and ask me to try to renew ip address config. I click “yes” but nothing change. I tried to reboot pc and router but no change.
In Norton Insight I checked that hsplayer.exe try to connect to www-secure.symantec.com
Is a problem of NIS or of my Internet Provider?

Thanks in advance for replies.

2

Hi,

 

I've just tried accessing One Click Support. I do not find any problem. I suggest you wait for some time and then try. If others are experiencing this, they will report it here by the time.

 

Do you receive any error messages from your Norton product, which made you try to access One Click Support?

 

Vineeth

3

I have only had a blue screen absolutely not related with Norton (I have identified related program) but I will run One click support to have the safety that NIS was not damaged during ble screen.

4

NIS One Click Support Log:

 

Session.Begin(0): EAFE28995E5F4C37A003557216B6BCFF

PageChange.Begin(0): 104942
StartupTime(tificocs.symantec.com#104942): 1.8
Duration.ExecuteBlock(tificocs.symantec.com#104889): 0.016
Duration.ExecuteBlock(tificocs.symantec.com#104910): 0.015
Error.ExecuteBlock(tificocs.symantec.com#104910): { "Hint": "https:\/\/www-secure.symantec.com\/home_homeoffice\/support\/special\/ocs\/3.0\/release\/manifest\/nis_2010_a.json", "Link": "tificocs.symantec.com#103562:1256654@1282956", "Message": "One Click Support was unable to download information from an URL." }
Error(tificocs.symantec.com#104942): One Click Support was unable to download information from an URL. (https://www-secure.symantec.com/home_homeoffice/support/special/ocs/3.0/release/manifest/nis_2010_a.json) (tificocs.symantec.com#103562:1256654@1282956)
PageStay(tificocs.symantec.com#104942): 2
PageChange(tificocs.symantec.com#104942): 71927
Duration.ExecuteBlock(tificocs.symantec.com#91683): 5.148
Duration.ExecuteBlock(tificocs.symantec.com#105141): 0.046
Session.Tag.Value(tificocs.symantec.com#103545): F
Session.Tag.Value(tificocs.symantec.com#105202): F
Session.Tag.Value(tificocs.symantec.com#106484): F
Session.Tag.Value(tificocs.symantec.com#103704): F
Session.Tag.Value(tificocs.symantec.com#103702): F
Session.Tag.Value(tificocs.symantec.com#105020): T
Session.Tag.Value(tificocs.symantec.com#106482): F
Session.Tag.Value(tificocs.symantec.com#103696): F
Session.Tag.Value(tificocs.symantec.com#103698): F
Session.Tag.Value(tificocs.symantec.com#103779): F
Session.Tag.Value(tificocs.symantec.com#103822): F
Session.Tag.Value(tificocs.symantec.com#105982): F
Duration.ExecuteBlock(tificocs.symantec.com#104889): 0
Duration.ExecuteBlock(tificocs.symantec.com#104910): 0.015
Error.ExecuteBlock(tificocs.symantec.com#104910): { "Hint": "https:\/\/www-secure.symantec.com\/home_homeoffice\/support\/special\/ocs\/3.0\/release\/manifest\/nis_2010_a.json", "Link": "tificocs.symantec.com#103562:1256654@1282956", "Message": "One Click Support was unable to download information from an URL." }
Error(tificocs.symantec.com#71927): One Click Support was unable to download information from an URL. (https://www-secure.symantec.com/home_homeoffice/support/special/ocs/3.0/release/manifest/nis_2010_a.json) (tificocs.symantec.com#103562:1256654@1282956)
PageStay(tificocs.symantec.com#71927): 11
PageChange.Reload(tificocs.symantec.com#71927): 71927
Duration.ExecuteBlock(tificocs.symantec.com#105141): 0.016
PageStay(tificocs.symantec.com#71927): 5
PageChange.End(tificocs.symantec.com#71927): 0
Session.End: 16/08/2010 12:11:09


How to solve that?
5

Update: I have installed 18.1 by Norton Update Center and the problem is still here. How to solve?


PS: NIS18.1 is wonderful.

6

Hi Axios,

I would run the Norton removal tool, clean the registry, reboot and then reinstall NIS 2011.  Let us know if this helps at all.

7

Click on either of the two links in your original post, are you able to save the .json files to disk?

8

Yes, I’m able to download json file.

9

 

Axios wrote:
Yes, I'm able to download json file.

Thanks for the information. I'm researching this some more. In the meantime there is another issue that I've been researching that may be related to this, are you logged in as an administrator when you try this? If not, does it work when you are logged in as an administrator?

 

10

I have tried both situation: admin and not admin. No change.
On 31/08 I have received a PM from wthornton, I posted entire OCS log file.

11
Axios wrote:
I have tried both situation: admin and not admin. No change.
On 31/08 I have received a PM from wthornton, I posted entire OCS log file.
This isn't an area that I'm particularly familiar with. I'm glad that somebody else is helping you as well. Please let us know how that turns out.
12

Ok. I’m waiting for a reply by wthornton.