Windows 7 (64bit), Outlook 2010, NIS 2011 - Antispam does not work

Norton Security | Norton Internet Security
1

Ever since the 18.5.0.125 update antispam on my laptop has stopped working, but works on my home computer ok.

 

Laptop config

Windows 7 Home premium (64bit), Outlook 2010, NIS 2011

 

Home computer config

Windows 7 Professional (64bit), Outlook 2007, NIS 2011

 

Both computers:

 - access the same email accounts

 - Norton antispam folder is removed

 - don't have the icon greyed out issue

 - reinstalled after running the Norton removel tool multiple times in safe mode

 - Antispam on the home computer works but on the laptop it does not

 

I've searched the forums, spent hours watching Norton help desk staff going around in circles on my laptop, have been told it's been escallated and to give some times when they can call me (no one ever calls).

 

The 18.5.0.125 update may have solved some problems but it cost me many many hours of work as I now have to manually manage spam, and the hours spent watching norton staff follow procedures outlined in this forum over and over again.

 

Before I write NIS and Symantec off as a bad product / support combination, can anyone help.

 

2

I hope someone can help you.

 

I do see reports -- not necessarilty here -- of problems with Office 2010 when programs link into it. I think Norton may have an option to check/not check Office documents so that might relate.

 

Could you give me the exact detailed Laptop make and model since I do support elsewhere and check for situations with particular models, particularly Toshiba and HP/Compaq.

3

It's a Dell Inspiron N5010.

4

OK -- I see it.

 

I'll do a bit of digging but you could you clarify what you mean by AntiSpam "not working" -- it can't be accessed in any way? It doesn't label the spam Norton AntiSpam ? It doesn't sort it into the Junk folder .....

 

And also what email client are you using on each PC? Windows Live Mail (what version) or something else (what version).

 

Any other differences between the history of the two PCs including what security software was on the two before the present installation with the 18.5.0.125 version installed; how did you update -- through the Update Center or from a downloaded file?

 

With the reinstalls in Safe mode, what did you use to install from? A disk or a downloaded file (from where?) or the installation that involves the Norton Download Manager?

 

Sorry to have so many questions but I'm trying to anticipate some that others may find helpful to know about.

5

Spam is neither marked nor moved to the "Junk E-mail" folder, if I click "This is Spam" then it is moved but not marked (the home PC moves but also does not mark).

 

18.5.0.125 was installed using Liveupdate, but since it's all been reinstalled, 18.5.0.125 will now have come from a downloaded installation file (downloaded by the Norton Helpdesk).

 

Prior to 18.5.0.125 it would have been a previous version of NIS 2011, prior to that NIS 2010. Both PC use one of the 3 licenses and get the same version of NIS about the same time.

 

Home PC runs MS-Office Professional 2007, and the Laptop MS-Office Professional 2010.

6

Hi paudux,

 

Welcome to the Norton Community.

 

I believe I am seeing a similar problem as you and am working with Symantec to try and determine the root cause of the problem.

 

Please bear with me as I work this issue with Symantec.

 

Best wishes.

Allen

7

Paudux,

 

Thanks for clarifying -- as you can see you may not be alone and if AllenM is working with the Norton technical staff on this you are in good hands.

 

What are you using to collect your email on each PC?

8

Pop and Imap, but it's the pop accounts that need spam protection.

9

I meant are you using WIndows Live Mail, Thunderbird, or what programme.

 

I think Norton AntSpam only works with certain clients and email scanning in general only with POP3 according to the System Requirements TAB for NIS 2011. Although that says "WIndows Mail" it certainly includes Windows Live Mail and it works in other clients like Thunderbird -- you may have to write a message rule to actually move the labeled spam to the Junk Folder.

10

Hi paudux,

 

Also, please confirm what ports Outlook is configured to use for your email. Norton supports only the standard ports 25 & 110.

 

As Hugh mentioned, it is also key to know if "Norton Antispam" is getting prepended to the subject line or not.

 

Best wishes.

Allen

11

The pop ports are 995, and since installing NIS 2011 "Norton Antispam" stopped being prepended to spam.

12
paudux wrote:

The pop ports are 995, and since installing NIS 2011 "Norton Antispam" stopped being prepended to spam.

HI paudux,

 

NIS does not support port 995 which is the typical SSL port. Again, only  the standard ports 25 & 110 are supported and it has always been that way.

 

Can you double check your other computer and confirm what ports it is configured to use? Some providers allow a choice of SSL and non-SSL ports.

 

There have been requests for Symantec to add support for things like SSL port but to date the software does not support it.

 

Best wishes.

Allen

13

Hi Portercase,

 

Welcome to the Norton Community. If you are using IE 9, please turn ON compatibility mode so we can see your post.

 

Best wishes.

Allen

14

I disagree that port 25 and 110 are the only ports supported and always were! Until upgrade to  18.5.0.125 all my computer work fine with NIS 2010 Using port 25 and 587. My ISP ATT does not support any POP account that are not ATT accounts.

 

WS #1 Win 7 64bit  Outlook 2007

WS #2 Win 7 64 bit  Outlook 2007

NB #1 win 7 64 bit   Outlook 2007

NB #2 Vista 64 bit    Outlook 2007

 

All of these computer worked fine with the outlook 2007 NAS Plug in Until I ran the upgrade.

Presently None work properly with NAV plug in.

Problems Are as follows

1. NAS does not recognize obvious SPAM

2. NAS when it does recognise SPAM Marks is with the(NORTON ANTISPAM) but leaves in it in the Inbox. NAS Used to move them to the Norton Antispam Folder. However sometimes it does move some Marked Mail to the Norton Antispam folder?

3. The obvious Spam mail that is not marked our moved still Sitting in my inbox well the NAS tool bar is also greyed out so that i can not mark it as spam from there. This also worked before upgrading to 18.5.0.125. This also is Intermittent as it NAS sometime will let me mark spam as spam with the tool bar button?

3. B.   I can drag and drop mail to the NAS NAS folder. However I also can drag and drop spam into to  Outlook Junk Mail folder. Once these Spam mail are in the Junk mail folder the NAS took bar will light up and I can mark the mail as Spam and they are moved to the NAS Norton AntiSpam folder??

 

These issues are exactly the same on all 4 computers. They all started with the installation of 18.5.0.125. They were not present before the upgrade.

My opinion is the Norton screw up the plug in some how in this new version and either does not know how to fix the problem or doesn't think it is a problem. I can't believe that I am the only one having these experiences.

I will restate that I use and have been using port 587 to send mail for the last 5 years or so. I was forced into this with the ATT take over of Bellsouth. the NAS plug in worked perfectly though 2008, 2009, 2010, and stopped working with the installation of upgrade 18.5.0.125. I also have been a NORTON User exclusively since the 80's, I have used NIS since its inception. I quit using NSW in 2008 as it had become obsolete and not on par with other utilities that are free or much cheaper and better supported. I keep hoping to see a patch that will fix this problem. In the meantime MS AntiSpam does work pretty will in POP accounts and really great in there live mail accounts. I haven't upgraded to Outlook 2010 however I also don't think it will solve these problems either.

During the first month of installing 18.5.0.125 I had free support, and several techs did all kinds of stuff to my computer. Yes I said Computer as in only 1, would i let them work on, reason the exact same  issues are present on all 4, All 4 developed the same issues at the time of upgrade 18.5.0.125, so they couldn't or wouldn't fix my play computer there's no way I was going to let them into critical mission computers

15

Hi Clintlgm,

 

Welcome to the Norton Community.

 

I can assure you that Norton supports only ports 25 & 110. They do not support scanning of SSL ports as this requires a digital certificate which is not designed into the product currently.

 

However I believe I know where the confusion is. Port 25 & 587 are both OUTBOUND email ports. Port 25 is supported but not 587. What is your inbound port? I'd be willing to bet that your inbound port is 110. If so, then inbound antispam should work but outbound scanning will not work.

 

If you are in fact using 110 as the inbound email port then as I said antispam should work. I have been working an issue with Symantec which I also started seeing after 18.5 was released to live update. This problem has been intermittent for me and when it occurs, NIS fails to tag spam with the Norton Antispam in the subject line.

 

Again I'm working with Symantec on this and have collected debug for them to analyze the problem.

 

I will post updates to this thread as I hear back from Symantec.

 

Please confirm in the meantime what port you use on the INBOUND side.

 

Best wishes.

Allen

16

Capture.jpgI have NIS 2012  runnning on my x64 HP with Office 2010 and it is working fine.I have office 2010 x32 installed. 

17

Yes I was in error, My inbound port is in fact 110, my outbound port is 587, and the issues for me are consistent on all 4 computers. ATT allows inbound mail through there mail servers but not outbound that is the reason for using Port 587 which is a GMAIL port I believe to send mail.

 

Some mail does in fact get tagged, but it is not moved to the Norton Anti Spam folder

Some Spam actual does get tagged and moved to the Norton Anti Spam folder

Some obvious spam mail is not recognized as spam is not tagged as Spam and the" This is Spam "  button is greyed out so that I can't mark it as spam.

 

I have this tread subscribed to my RSS feeds, so keep me informed if you make any progress with these issues. Cheers Clint

18

Hi Clint,

 

Yes, will do. I will update this thread when I have any news to share. :smileywink:

 

Best wishes.

Allen

19

Checked with ISP and found they also allow port 110 so changed port and it works (relief), work mial does not allow port 110, so I suppose I will just have to live with that one (have anouther look arround when the subscription expires).

 

An annoying thing though, is that I have spent over 4 hours watching Norton techs looking at my system and looking at the account settings. Don't the Norton support staff know about this, or are they just going through the motins to suck up the hours?

 

What's stupid is that this was a simple problem, with a simple solution (I will have to address the limitations in the product later), but it's the support provided by Symantec that will cost them 1. loss of customer and 2. the cost to Symantec of having an employee spend 4 unproductive hours. Just Dumb Dumb Dumb, a typical case of low cost but no outcome.

 

Thanks for the help.

20

Hi Clint,

 

Are you still seeing a problem with this?

 

Thanks and best wishes.

Allen