Ok here it is:
Hi,
Thank you for your response. Here is a simpler way to collect logs:
- Download the Norton Support standalone tool and run it
- At the prompt, enter your Norton Account email address and click on 'Generate'
- Once the log files are generated, the location will be displayed
- Go to that location and navigate up one level to the 'Norton Support' folder where you will find the compressed log file
- Upload the compressed log file to this forum thread under 'Log Files'
Thank you.
Thanks, Aussieblue. I have sent Gayathri a couple of private messages but she seems not to have been online since the 25th.
Jennifer
@Aussieblue.
Several years ago I had an issue exporting my file logs to Norton. A Norton high level Tech (not customer support) was able to remote in to my computer, find and finally extract the log files. This matter seems to be of high importance since you are without Norton protection you are paying for. Perhaps if you reach out to Gayathri at Norton (she sent you a private msg?) you may be able to have a Technician remote in to retrieve the file log. Just a suggestion.
Your logging tool error.pdf looks very familiar, TimHo. I hope the silence from Norton Support means that they are actually beavering away to fix the problem. I'll try to be optimistic, but 6 days without Norton 360 ...
No resolution for me and Norton Support have not got back in touch (as was predicted).
I attempted to capture the logs using NortonMAT but am getting error when it attempts to turn on debugging. If I uncheck Norton Production Logs it allows me to continue however doesnt provide the option to reproduce the issue.
Has anyone with this problem had any success with a resolution?
The log file created yesterday Jennifer C-S
The log files created yesterday when I tried to use NortonMAT JenniferC-S
The logging software hangs at Step 4 i.e. " In the Select Products tab, select the product for which you want to collect data for." It can't seem to find any Norton products even though Norton 360 appears in my taskbar and apps list.. I see from my file downloads the agent I was dealing with in Chat support also installed this on 22 August presumably also without success.
Tibbies4Life:bjm....have you updated to the latest version 22.24.5.6 released on 6/20?
Yes...I'm 22.24.5.6
This matter is not going to be resolved until someone who has this problem provides Norton with their file logs so Norton can see what happened. My question is why is Norton releasing a future product release 24.xx to it's customers when we are only on version 22.4.5.6?
bjm....have you updated to the latest version 22.24.5.6 released on 6/20?
Hi,
We apologise for the inconvenience caused. Logs could help us investigate further. Could you please take a look at your inbox when you get a chance? Thank you.
Thanks I will get onto in the next few days as time and other more pressing issues allows.
Hi,
We apologise for the inconvenience caused. Logs could help us investigate further. Could you please take a look at your inbox when you get a chance? Thank you.
Does anyone know how do you get your subscription refunded in this situation where the product is not meeting the implied warranty under consumer law and, despite being given more than enough opportunity to do so, they have not repaired it?
Try Bit Defender Instead I would suggest. It will also stop all the push ads from Norton wanting you to buy additional modules.
Any idea when we might expect an update? I would like to be able to either install Norton on my new PC or find another reliable alternative.
It's not fixed. It's back to the original issue with the "Sorry, we've crashed. Try restarting your antivirus"
Gave up on updating, Quick scan seemed to work but now Smartscan is spinning in an empty box. Still better than it was I guess.
trying to confirm...you're at v24.x ... not back with v22.x ?
Yes; still Version 24.5.9153.660