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Because I refuse to accept that Symantec really means to say that a networked computer is unsupported by free tech support? Also despite some little knowledge I personally was unable to resolve this issue and had various error reports which I do not believe have otherwise been documented in this forum. I actually did want them to take over. I spent two hours in total at the internet cafe trying to get through to chat etc. I really was looking for help and asked that they take over the PC. I was most disappointed to receive the response I did and suggestion that I should contact Enterprise support.
You are correct; the computer in your situation should have been able to be serviced. It appears that your definition of networked and the technician’s definition differ. That term is used rather loosely, but it sounds like the technician was referring to your system being connected to other machines that control your content and oversee aspects of network access. (like the networks at offices, VPN, etc.) Did the technician ask any clarifying questions, and did you explain that you were connected to your system at an internet cafe? This sounds like a misunderstanding on the part of the technician as to your definition of “networked”. I’m very sorry for the misunderstanding; I have contacted our support team to review their processes regarding this issue. Thank you for letting us know about this breakdown in communication.
Hi
In answer to your question here is the snippet
Sejin: Are you connected from the computer, which is facing this particular issue?
Mr. Clive Goldman: yes of course
Sejin: May I know if your computer is on network or it is a stand alone PC?
Mr. Clive Goldman: On a network in Internet cafe
I could not believe that networked PC's are not supported and pleased to hear that this was a misunderstanding, However, I am still concerned as to why I was infected yet again, why Norton 360 which was uptodate did not detect the virus, and why I had this strange error when I tried to connect to chat.
the only reference I can find in this forum to the above was responded to by jgreen and taken offline by PM, so alas I do not know what solution was proposed.
I have clearly resolved this now, but knowing how to do so for the future would be useful.
Hi Everyone
So I am out and about in Europe with a laptop runing Norton 360 v2 and Vista. Alas I got infected by as yet an unknown virus.
Msserver is something to do with it and some dll (that kept changing name in the users temp directory. Anyway, I needed to get to safe mode to remove but found that safe mode was no longer possible and I was forced to effect a restore. Thank goodness I and the virus had NOT turned off restore points (system recovery).
Anyway, that seemed to get rid of the virus but Norton was now showing at risk. I suspected this was because of retoring to an earlier point but I just could not fix it. I called Chat for help.I was in an Internet Cafe. I was asked by support if I was networked. Which of course I was since I was in internet cafe! dah!
"Sejin: Clive, we are not authorized to assist net worked computers. We could assist stand alone computers only."
All I wanted was help in NOT removing virus but in resolving at risk situation. Clearly not possible.
Why don’t you just tell them you are not networked and don’t want them take remote control of your PC?