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Norton refusal to own up to a problem
I run a WIN 7 Pro computer with a virtual XP SP3
On my VM XP SP3. I have a problem with Norton360. I need to use the same Norton product on both OS's. Otherwise after about 20 minutes of being idle the internet drops out. Not so with Norton 360. On or about 2/1/16 Norton upgraded my subscription as per our contract. The system was working fine until last Thursday when I noticed that the Norton safe site tags were not displaying during a Google (NOT Google Chrome) search. This was traced, with Norton's help to the fact that Firefox 44.0.2 is fully compatible (in this area, only) with Google. Both companies are working on the problem. I cannot use IE on the VM OS as it is not compatible. But in the process a Norton techie downloaded a new N360. It was the same version as what Norton automatically downloaded on or about 2/1/16. But since then I have talked with Norton several times and they would not take ownership of the problem. My new problem they say is Window XP. So what's the problem. I can and have reloaded N360 several times on the VM OS. It downloads fine and updates fine. However, when I shut down the VM machine and then (at that time or several hours later, with or without a WIN 7 shutdown and restart), the VM systems grabs ALL the CPU available to the VM machine and N360 does not start. It has found some errors. This does not make sense because it worked fine for over two weeks. The first error is Norton 8504,104. Program incompatibility. But this doesn't tell me which one. How can there be an incompatibility since the only thing I downloaded in the 222 weeks is Norton 360. The second error is that "The procedure entry point VssFreeSnapshotPropertiesInterval could not be loaded in the DLL VSSAPI.DLL. I checked to see if the dll exists in the VM machine. It does and it is where it is supposed to be. The only way I can continue to use the VM machine is to uninstall N360. During the Max CPU time when N360 is trying to load, I cannot even get into the internet. Obviously, running the VM machine without security if folly.
The WIN 7 Pro OS work fine.
So what do I do now. The front line techies would not escalate the problem to a supervisor or more knowledgeable techies.
Thanks for listening!
Frustrated by Norton