Why is there no e-mail contact for Help/support from Norton?
Why is my Norton anti virus frequently turned Off exposing my conputer to virus attack? I have 364 days of subscription left says a Norton message, but I am exposed and I am desperate for help. I find Norton's support system not helpful at all.
Anyone in the Norton Community who knows what the problem is? I cld get no help from Norton Support.
Please provide us with some more information. What version are we talking about? What OS? etc…
This is Norton anti virus version 2010.
Hi zsatter,
Is this a new install? Did you have a different antivirus product prior to Norton and was it completely removed from your PC before installing Norton? Are there currently other anti-malware products on your machine that may be incompatible with Norton? Was there known malware on your system when Norton was installed? Is Norton truly disabled or is it simply the icon in the system tray disappearing? Please provide a fuller description of your issue along with the Norton product and version you are running and what operating system you are using, as there are many possible causes of the problem you describe.
SendOfJive wrote:Hi zsatter,
Is this a new install? Did you have a different antivirus product prior to Norton and was it completely removed from your PC before installing Norton? Are there currently other anti-malware products on your machine that may be incompatible with Norton? Was there known malware on your system when Norton was installed? Is Norton truly disabled or is it simply the icon in the system tray disappearing? Please provide a fuller description of your issue along with the Norton product and version you are running and what operating system you are using, as there are many possible causes of the problem you describe.
Please give us all information you have.This way we can help you better
I had Norton anti virus since 2008. I made the mistake of cancelling automatic renewal and went for fresh subscription as expiration was due on 2 Oct. That created all the problem, I suppose. During the downloading of the new 2010 version, someone from Norton support services (XXXXXX) helped in getting it installed on my computer. I reluctantly allowed him access to my computer over internet. It took nearly 2 hrs for the whole process to be completed. I have no reason to believe he was not a genuine Norton support staff.
However, since that day I have had Norton anti virus off and on. The icon at the bottom right hand shows Off (X) most of the time, as it is now. I open Norton screen and find only anti virus turned Off. I cannot turn it on. There seems to be no support for solving this problem.
<<Edit: Removed the personally identifying information as per participation guidelines and terms of service.>>
Ok
Are you on Vista? Do you have any other Norton products installed? Do you have any other sceurity products installed?
Yes, I use Windows Vista. But that was the case since I bought this laptop in mid-2008 and had Norton av installed.
I have no other security software installed.
Sounds like there were problems from the beginning. What was the reason for support getting involved initially? Was the computer showing signs of a virus?
upon renewing my subscription, they had mailed the package to my address. But I told them I was travelling so I needed to download the software. That was when Support got involved, and here is the result…pretty bad so far.
OK, I’m getting more confused. Purchasing a product would involve customer service but assistance with installation would be handled by technical support, which you state in your opening post you are unable to contact. These are two completely different areas of support. It is very unclear how this all transpired. Finding a solution to your issue really depends on whether it is caused by an installation failure or by malware, so knowing what went wrong initially would be very helpful.
Yes, I did contact tech support or customer service, on the basis of my new subscription.
Now, I have no way to contact or even e-mail to ask for support. Do you know?
Could we just do a couple of malware checks to ensure there aren't any nasties lurking about on your system since you have had intermittent AV cover on your system.
Please run a SysProt log for us, from the link below, so that we can check your system for rootkit activity. You will need to disable Norton auto-protect while you run the scan.
Once it is downloaded to your desktop, right click on the SysProt icon, go to properties, and click unblock and apply.
Choose log, check all the boxes except show hidden objects only and scan.
You will be able to post the log here using the "add attachments" link just below the orange post button.
http://homepages.slingshot.co.nz/~crutches/SysProt
Knowing why technical support needed to assist you in installing the product and why it took hours rather than minutes to accomplish the task would help us greatly at this point. As Stu mentioned, the more information you provide, the better we can help you.
I have provided all info. Cld anyone tell me how to contact Norton support online? or, via e-mail?
This is the customer support web site
http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs
The only reason I could see the tech people getting involved is if the OP had trouble installing the 2010 NAV over the 2008NAV.Maybe the removal of 2010NAV by the removal tool (run at least twice) Then reinstall it from the download site(from whichever the country he /she is from) and activating it with his key might solve the issue.
(Just going by the issue I had with NIS2010 with auto protect turning off)
mo wrote:The only reason I could see the tech people getting involved is if the OP had trouble installing the 2010 NAV over the 2008NAV.Maybe the removal of 2010NAV by the removal tool (run at least twice) Then reinstall it from the download site(from whichever the country he /she is from) and activating it with his key might solve the issue.
(Just going by the issue I had with NIS2010 with auto protect turning off)
Your solution would probably work (once we had established there wasn't any malware present) but the OP wanted to go back to customer support without giving us any further information.
Maybe they will come back and post so others will know the solution?..remember some one gave me the solution when I was stuck…
Hi
I have had email support where the tech emailed me links to get the wrong product when I have System Works Standard. It's very possible that tech support tried installing the wrong Norton product. On phone support often results with difficulties with language also. Also I believe with 2008 product there was a separate Live Update part that may have not be uninstalled also. Don't know if that would cause any issues.