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I believe the support over the weekend was quite difficult. You should try the chat during normal working hours and advise if you cannot get service. It is possible of course that your chat is actually frozen, but there is a way to remove and reinstall the service. Of course we dont know what software you need help against.
i'm certain that as you as you partake of your favorite craving { http://en.wikipedia.org/wiki/420_(cannabis_culture) }.... that you are careful considering each link in the virtual chain between you and the chat resource.........
It is quite illogical to assume that symantec would create chat links that never get answered..... that would be a bloggers dream... I can see the headlines now... wait... the Symantec media relations types would never allow that!!! hrm.. maybe there's another reason... have you ever heard of malware messing with DNS? blocking ports? redirecting i/o? making itself hard to remove... and hard to get help removing it?
to put it bluntly..... did you ever consider the problem reaching the chat service could be on YOUR end?
[edit: fixed link at 4runner's request -- apparently the class 'registered user' is unable to use ( )'s in a link.]
What is the issue you are having, aside from problems accessing the technicians through Chat? Have you also tried access the chat session through the Norton product? Any system information and product name and version would also be very helpful. Thanks!
4Runner, appropriately put
"to put it bluntly"
I can understand the frustration, if only it was made easier to contact help especially in the UK. A simple e mail would be better than chat.
Somehow it seems that the original intentions have been lost ie its difficult to remember that when one is up to ones backside in alligators the original intention was to drain the swamp.
If only Mr.. Norton could get some customer focus and remember we customers that shell out fists full of dosh only want the software to work seamlesley. We don't wan't to spend hours on a chat room, never mind waiting for a response. We have businesses to run and manage and life's to live.
I too find that chat sessions are so extremely time consuming. First the wait and you can’t walk away while waiting. On hold with a cordless phone one could at least walk around the house and or do other stuff. Even the chat session itself. Lets face it, we talk faster then we type. It is just a frustrating experience all around.
Hello RONYOU,
I sincerely appreciate the frustration that spending hours in a chat room trying to get a problem with the program resolved and we do appreciate your feedback on our Support offerings.
We have tried to make One Click Support (found under the Help section for Norton AntiVirus and Norton Internet Security 2008 and 2009 as well as both versions of Norton 360) the most comprehensive, easy to use portal for both self and assisted support needs. I'm not sure if you have had an opportunity to use it but I would be very interested in the groups feedback about the features and functions of One Click Support.
If you are currently encountering some particular problem or issue, please post back with information detailing the problem and I'm sure that the community can help get it sorted out.
Thanks,
Matt
Hello askobl,
Thanks for the feedback. We are looking at improving that experience and your feedback fits well into what we are hearing from other customers. We are looking at adding some auditory queuing to help alert customers when an agent has arrived. I think this may have limited applicability as it relies on the customer having their sound turned on, which may not always be the case.
We have considered establishing a mechanism for having customers sign-up for callback services - we actually piloted this in the US for several months this year. What would be the best experience - understanding that the best support is not needing support - that you can think of for getting help with your product?
Thanks,
Matt
Dear Tony Weiss
Norton Forums Administrator
Symantec Corporation Q. I am a bit new to this forum business so I am repeating your question for yoor ease of reference. What is the issue you are having, aside from problems accessing the technicians through Chat? Have you also tried access the chat session through the Norton product? Any system information and product name and version would also be very helpful. Thanks! A. Norton Save and Restore 2 on a desktop that is wirelessly connected to internet and laptop. The Norton Save and Restore 2 prevents communication from laptop to desktop. The purpose of wirelessly connecting laptop to desktop is that the files can be accessed from the desktop and saved on the desktop. I Uninstalled Norton Save and Restore 2 with the removal too and all is OK. Communication restored, however backups on th desktop cannot be carried out Windows firewall is off on both machines, the firewall is in the BT Hub Router Can you send me an e mail message with the solution please. I can’t spare the time to sit at the desk., have to get on with life. I uninstalled Norton Save and Restore 2 following discussions with my PC supplier/IT adviser, who tells me that he experiences numerous issues with Norton products other issues being Norton slows the computer e.g System works; this also had to be uninstalled. Yours sincerely
Runyou
RUNYOU,
Could you clarify what you mean by preventing communication between the desktop and laptop? Are you accessing a file on the desktop through a share from the laptop? Are you accessing an application from the laptop that resides on the desktop? Are you attempting to backup the laptop to the desktop wirelessly via NSR or vice versa?
For the problem(s) that you experience are you seeing any error messages? If so, could you provide these?
Dear Erik
Thanks for the message, sorry if I did not expain myself or make it clear. I am trying to access a file on the desktop through a share from the laptop.
Yours sincerely
Runyou
That is strange. It shouldn't happen because of NSR. When you had NSR installed did you also have Norton SystemWorks installed as well? Did you try disabling Internet Worm Protection as opposed to just removing everything? Chances are the problem was from IWP (which is a limited firewall) as opposed to being from NSR.
Dear Erik
Thanks again.
No only Save & Restore 2 was installed. NSW had been uninstalled some while back (using the removel tool) before installing Save & Restore 2.
Gary
With NSR installed, could you try running TCPView? http://technet.microsoft.com/en-us/sysinternals/bb897437.aspx
Moved to its own thread for better exposure.
This should technically be a different thread as the issue is different.
The error you mentioned is similar to an issue that has not been reported by many people and resolutions have varied. Because of the nature of the environment it can be difficult to determine root cause without a before and after snapshot. That said you could check try following:
fdisk the MBR
Check your media drive settings. Is it set to primary or secondary slave? If so, set it to secondary master.
Any other troubleshooting would require more detail around the error. Exact text? Screenshot? Hardware configuration. Partition setup. etc.
1: Single drive (this denotes the setting of primary master)
2: MBR was wiped as I zeroed the drive
3. I can not remember which computer it occured on but I do know that it was more than just one computer that I have seen this error on.
4: The original topic is a lack of technical support representatives on the "live chat" or a lack of response by a technical representative on said applet.
5; A new topic for the tecnical help with this issue would be correct. Will make one soon but not at this very moment as I am compiling a list of hardware and of situations that this occures under.
Dear Erik,
Sorry for all of this, thanks for your forbearance. I for my part I am a simple Chartered Building Services Engineer with no knowledge of the inner workings of a PC. Only wish to use software, so how do I fdisk the MBR Check your media drive settings. and if necessary set it set to a secondary master..
Would this bes be done by handing control of my PC to Norton and let Norton make the change?
Regards
RUNYOU
RUNYOU,
Those were steps appropriate for the other posters issue. You can ignore those steps, and to answer your question about remoting in the answer would be no. Those are steps that could only be done by someone physically present at the system. Did you try running tcpview as previously recommended?