Signing up for Norton Utilities subscription - Chat Window keeps popping up and says, "There was an error while starting chat."

Archive
1

fig01.png

Figure 1. The sign-up window for Norton Utilities and chat error message.

---Computer Info---
Device name    **** (hidden for privacy)
Processor    AMD Athlon Silver 3050U with Radeon Graphics      2.30 GHz
Installed RAM    12.0 GB (9.95 GB usable)
Device ID    **** (hidden for privacy)
Product ID    **** (hidden for privacy)
System type    64-bit operating system, x64-based processor
Pen and touch    No pen or touch input is available for this display
---Computer Info---

Hello,

At approximately 09:07 hours MDT on 07/17/2023, I attempted to go through the flow to sign up for a trial of Norton Utilities.  However, upon finishing entering my payment information, I landed at what I assumed was the final screen to say "Agree" or "Confirm."

However, the Chat window appeared in the corner, and then gave an error: There was an error while starting the chat.  Please contact your administrator.

I confirm that I have Internet access currently online; I mean, I was able to go through the sign-up flow just fine.  Therefore, I speculate that the issue has nothing to do with my not being connected to the Internet.

Another issue I am having, that is related, is that when I click on the 'X' button in the chat window to make it go away (as it is useless to me with the message, "There was an error while starting the chat," the Chat window pops right back up.  It gets in my face and pushes me to chat!  Meaning, every time that I click the 'X' button, then the Chat window pops up right away again and still says the error message.

Not only is the behavior annoying and erroneous, but also gets in the way of my trying to sign up for more Norton products.

Thank you in advance for any solutions.

Regards,


Brian Hart

2


Figure 1. The "web page not found" error screen.

Figure 2. The link I clicked.

RE: https://buy.norton.com/%2522http://norton.com/pricing/%2522?product=Norton%20360&version=22.23.5.106&plang=sym:EN&layouttype=ESD&buildname=Retail&heartbeatID=7EFE58D0-7723-49F0-899C-0683D994E58D&eapenabled=false&env=prod&vendorid=1000&plid=870&plgid=41&skup=21385332&skum=21376863&skuf=90001206-FA&endpointid=7EFE58D0-7723-49F0-899C-0683D994E58D&partnerid=1000&lic_type=16&lic_attr=16928786&psn=WXRQYKP3JP28&puid=5039&templatecat=SBU_W_1000_5039_N360DSP_ESD&schemacat=SBU_W&schemaver=1.0.0.0&olpchannel=SESD&osvers=10.0&oslocale=iso:USA&oslang=iso:ENG&os=windows

At approximately 09:34 hours MDT on 07/17/2023, I clicked on the Renewal Pricing link, and it directed my browser to the URL listed above.

The link is listed as not being found on the Norton website.  Figure 2 shows the link that I clicked, and Figure 1 shows the resulting page in my Google Chrome browser, which Norton says cannot be located on the Norton website.

It seems as if Norton has some updating to do of its website.

Regards,


 

Brian Hart