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No More In-Program Chat?

I used to be able to open the Norton Internet Security interface and launch an in-program chat session with a Symantec technician. Has this gone away?

I have a minor but annoying issue with NIS 2012. I'd like to chat about it with a Symantec tech, but that does not seem possible.

I launched the interface and clicked on Support > Get Support. After a few seconds I received this message (see the attachment): "We have successfully fixed 1 item(s)." And what item was fixed? They don't say. According to the clipboard ("Copy to Clipboard") it was "Error: 0, 0", whatever that means.

Nevertheless, my original issue remains, and there seems to be no way to chat. If I click on "Open Support Web Site" I get dumped to the bot (Nathan).

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好评0

Re: No More In-Program Chat?

I used to be able to open the Norton Internet Security interface and launch an in-program chat session with a Symantec technician. Has this gone away?

I have a minor but annoying issue with NIS 2012. I'd like to chat about it with a Symantec tech, but that does not seem possible.

I launched the interface and clicked on Support > Get Support. After a few seconds I received this message (see the attachment): "We have successfully fixed 1 item(s)." And what item was fixed? They don't say. According to the clipboard ("Copy to Clipboard") it was "Error: 0, 0", whatever that means.

Nevertheless, my original issue remains, and there seems to be no way to chat. If I click on "Open Support Web Site" I get dumped to the bot (Nathan).

好评0

Re: No More In-Program Chat?

Hi Bulldoggy,

Customer Support can be contacted via Live Chat here - http://www.norton.com/chat.  We agree Nathan is not very helpful.  FYI,  on the page where you see Nathan,  on the bottom right is a Contact Us button.  You can work on from there.

Dave.

Windows 10 x64 1909
好评0

Re: No More In-Program Chat?

Hi,

You can use this link for the live chat with our tech team : www.norton.com/chat

Also, would it be possible for you to let us know what is the issue you are facing with the product?

Regards,

Prasanna

好评0

Re: No More In-Program Chat?

Thanks to you both. I somehow missed that URL for chat.

My issue is really minor. I raised it in this forum previously and was advised to chat with technical support the next time it occurred. Which is how I got here.

Occasionally, when I right-click on the NIS 2012 tray icon the options for Disable Smart Firewall and Disable Antivirus Auto-Protect are both greyed  and cannot be selected. All I have to do is log out of my Windows user account and then log back in and both options are again available. It's an intermittant issue, which is why I was advised to chat the next time it occurred.

好评0

Re: No More In-Program Chat?

>  when I right-click on the NIS 2012 tray icon the options for Disable Smart Firewall
> and Disable Antivirus Auto-Protect are both greyed and cannot be selected

When that happens are you in an admin acct or a limited user acct?

好评0

Re: No More In-Program Chat?

Admin.

Accepted Solution
好评1 Stats

Re: No More In-Program Chat?


Bulldoggy wrote:

[...] 

Occasionally, when I right-click on the NIS 2012 tray icon the options for Disable Smart Firewall and Disable Antivirus Auto-Protect are both greyed  and cannot be selected. All I have to do is log out of my Windows user account and then log back in and both options are again available. It's an intermittent issue, which is why I was advised to chat the next time it occurred.


This is a symptom of a known issue that can't be resolved without a product update. Please see the following screenshots to verify your issue with the right-click menu:

http://community.norton.com/t5/Norton-Internet-Security-Norton/NIS-2012-errors-and-big-issues/m-p/533236/highlight/true#M171810

A fix for this issue has been deployed within the Norton 360 Beta program and is currently under observation here . If this testing is successful, then this fix may potentially be included in the next 2012 product update.


 

好评0

Re: No More In-Program Chat?

The link accurately illustrates the issue.

I did mention that I had posted about this earlier, was told it is a known issue, and that I should initiate a chat with Symentec tech support the next time it happened.

I did not know, until now, that a fix for this issue has been deployed within the Norton 360 Beta program and is currently under observation. That's good news and I'll await the results.

Plus, I found out how to chat with Symantec.  

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