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Norton Tech Support Sucks

The product appears to be functioning correctly, but I kept getting this "installation error" from "Norton Autofix" when I select "Get Support" from the quick menu in the toolbar. Here's all it says (pasted from clipboard):

Norton Internet Security
21.6.0.32
Windows 8.1
9600.17476.amd64fre.winblue_r5.141029-1500
Norton Autofix Results: 1 item(s)
Installation :: Success

----If anyone else has information on this issue please respond.  I will never use Norton tech support again because: 1. The agent had no clue what this was, 2. The agent had no clue about Symantec error logging, 3.The agent told me to "run live update 3 or 4 times a week to make sure I am up to date" Are you (explicative) kidding me? Live updates are pulsed every few mintues you dumb (explicative)!, 4. This is what convinced me the agent was in the wrong profession to be helpful: I asked them why I couldn't enable the location setting under the privacy tab for IE (even though I rarely use IE) and they said it was a microsoft issue, but Hello?, The company you supposedly work for is managing the firewall settings!  I am now seriously questioning this product's ability to offer adequate protection, based upon the quality of service I received from tech support.

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好评0

Re: Norton Tech Support Sucks

Below is pasted from my Norton Autofix ~ Look familiar ?

Norton Internet Security
21.6.0.32
Windows 8.1
9600.17328.amd64fre.winblue_r3.140827-1500
Norton Autofix Results: 1 item(s)
Installation :: Success

Normal for Autofix ~ Autofix is finding NVP disabled (incompatible) and reporting fix.  NVP will disable again as that is default now, since.  NVP has changed from a BHO to direct injection.

好评0

Re: Norton Tech Support Sucks

This is normal, see my reply on this thread:

https://community.norton.com/en/forums/get-support-continuous-fix-one-in...

Sorry you had a bad experience with support. This issue is resolved with the newer Norton product line.

Accepted Solution
好评1 Stats

Re: Norton Tech Support Sucks

Sorry that thread was for 20.x products (a similar issue).

My reply in this thread explains why you see repair with v21 products:

https://community.norton.com/en/forums/everytime-i-run-get-support-my-ni...

This is due to the recent change in the NVP add on for Firefox in an Intrusion Protection update that was just released.

 The old method of injecting into the Firefox browser was using an "add-on". The update that went out this week removed that add-on and we inject directly into IE or Firefox. This makes it easier to support new Firefox and IE versions going forward and provides better protection that the old method of injecting.

What is being repaired and why it doesn't seem to stay repaired:

- Upon installation of NIS 21 we register the NVP Firefox add-on in the firefox registry.

- Now the update for Intrusion Prevention removes the entry in the Firefox registry (because the add-on is no longer needed or used)

- When you click "get support" NIS 21 scans the original install code vs what is currently on the system. Since the registry key for the Firefox add-on is now gone, it re-creates it and you see "installation success".

- Then almost immediately, our Intrusion Prevention component removes the registry key (as it is not needed)

- If you click "get support" again, it re-creates the key again, and so on...

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Re: Norton Tech Support Sucks

Hello miket

Would this change be the cause why so many people the last few days are finding that their homepages got changed?

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.19.8.65 Core Firmware 282 Chrome latest version.
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Re: Norton Tech Support Sucks

No, the browser protection component can't change a user's home page.

Plus the change I am referencing (removal of BHO/FF add-on) happened in the beginning of September 2014.

好评0

Re: Norton Tech Support Sucks

Hello Miket

Thank you for the information.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.19.8.65 Core Firmware 282 Chrome latest version.

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