• 所有社区 - 中文
    • 所有社区 - 中文
    • 论坛
    • 创意
    • 博客
高级

不是您要找的? 咨询专家!

好评0

JKB

I have been trying for 4 days to get access to a level 2 technician - they seem to be permanently unavailable,  What do I do now apart from move to McAfee?

回复

好评0

Re: JKB

Hello JKB. Could you please begin by telling us exactly what the issue is you are having and with Norton Secure VPN? There are those here who are gladly willing to assist you.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
好评0

Re: JKB

Hi 

the problem started on Sunday when Norton changed the software from wi-fi privacy to secure vpn - I am told there are a few bug fixes in the new version, but it won't run on the ipad, it ran perfectly before.

I have contacted support several times who end up saying it must go to a level 2 tech, who surprise surprise is not on duty until 22:00 hrs uk time. the assurance that they will phone me back are generally not fulfilled but I have received two calls including the one tonight..  

I have reinstalled the app 4 or 5 times with the same result - it does not work.

Have finally received a return call tonight, and reinstalled the app yet again with the same outcome, tech now says he will ring me back in 3-5 days. Unbelievable, I suspect the call centre is simply trying to avoid upgrading the problem to another department.  This cannot be standard Norton Customer Service

I am tied up tomorrow, and then with the weekend 3-5 days is almost inevitable delay, but what a lousy level service.  The issue must lie in the revised software not being compatible with the IOS on the ipad, but equally it is so ubiquitous that there must be a standard fix.

I'll keep you posted

John

好评1 Stats

Re: JKB

There are numerous threads in the Other Mobile Products forum board about this issue. There is a Norton employee posting in those forums to monitor any progress. It is possible that there is some problem with the new iOS 12.1, as the problems started happening around the time that that was released.

I'll ask this thread be moved over to that forum board. 

Things happen. Export/Backup your Norton Password Manager data.
好评0

Re: JKB

Many thanks, it is comforting to know that I am not suffering alone!  It also helps because it is my wife's i-pad and she can see it is not just my incompetence,

More seriously, why can't they tell the support centre about the problem instead of the pointless trying to pass the problem round to various technicians?  I am really disappointed, when I have had problems in the past the Norton support has been excellent, this time it is hopeless.  Even the 3-5 day delay was not accompanied by an explanation, just a that's what it will take attitude.

好评0

Re: JKB

More seriously, why can't they tell the support centre about the problem instead of the pointless trying to pass the problem round to various technicians?  I am really disappointed, when I have had problems in the past the Norton support has been excellent, this time it is hopeless.  Even the 3-5 day delay was not accompanied by an explanation, just a that's what it will take attitude.

Support mainly works of scripts. These 'pop up' issues are usually fixed within a few days. There is not time to create and test new scripts for the front line support people. And the timing of this issue, it started last Wednesday or Thursday, brings us to a weekend, where any staff working are not likely to be the ones that would be updating the information for the support staff.

The 3 - 5 day is not likely to get any specific explanation, because often no one knows exactly what they are dealing with, or it would have been fixed by now.

Things happen. Export/Backup your Norton Password Manager data.
好评0

Re: JKB

Hi,

I thought you might like a further update on this still unresolved problem.  Having been told that it would take 3-5 days to fix, I decided to wait patiently, however   I phoned on 23 November and "Support" advised me that the problem had been passed to a Level 3 technician, and that I need not phone again, because when the problem was fixed they would contact me.

It is now 10:14 on 27 November and I am still waiting, I will phone again at the end of the week, but this really is a disappointing level of service.  I really would appreciate some meaningful feedback on what is happening, I don't think many people would accept this sort of information flow if it was their automobile that was unable to start.

JKB

好评0

Re: JKB

What iOS version do you have on your iPad? From the system requirements for Norton Secure VPN....

iOS Operating Systems
iPhones or iPads running the current and previous two versions of Apple iOS

Things happen. Export/Backup your Norton Password Manager data.
好评0

Re: JKB

I will  get back to you tomorrow, I'm out of town today.  however i downloaded an update recently so I suspect it is 12.1

好评0

Re: JKB

Hi 

I am just updating previous information, the ios on my wife's i-pad is definitely 12.1.

The problem remains that she cannot launch the new version of Norton secure VPN.

John

好评0

Re: JKB

I see you have confirmed the 12.1 version of iOS on the iPad. 

What exactly are you seeing when you say the app is not working? 

Things happen. Export/Backup your Norton Password Manager data.
好评0

Re: JKB

I have deleted and reinstalled Norton secure VPN on numerous occasions over the past couple of weeks, and it is always the same result.

I download and open the app, and get a picture of a lighthouse.  I agree and continue, Iskip the next page which has image of a lock and two arcs above it.

I do not need a 30 day trial and select "I already have a subscription"  That brings up a small log in window, which takes me to "Secure VPN" would like to add VPN configuations"  I allow

I get to the "Secure VPN" page which has a large red circle and a button inside the circle "Turn On VPN"  I then have to allow would like to send notifications.  again I allow, and try to turn on VPN, which brings the add VPN configurations  again. This circular path continues but the VPN does not turn on.  It is possible to say don't allow but then it just freezes.  

The text below says data is Unprotected

The device is visible

and I can display a "location" 90.241. etc

But I cannot switch on VPN.

John

好评0

Re: JKB

I will escalate your thread to be with the others. The issue seems to only affect individual users. That is why it is difficult diagnose.
Things happen. Export/Backup your Norton Password Manager data.
好评0

Re: JKB

From your PM I take it that the issue still has not be resolved. I'll escalate this thread again.

Things happen. Export/Backup your Norton Password Manager data.
Accepted Solution
好评0

Re: JKB

Hi All,

the problem was resolved om New Year's Eve when Norton phoned me and suggested changing the the email address and then effectively setting up a new user account for my wife's I-Pad.  This remains part of my multi user license so no extra cost (I have been through that with subscriptions t make sure!).

It has worked but users with similar problems may need to go through support so that they can ensure there are no charges for the new email account.

John

This thread is closed from further comment. Please visit the forum to start a new thread.