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Kudos0

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

Replies

Kudos0

Re: Norton refusal to own up to a problem

seems typical to me.Norton i mean.Norton seems a good product if you dont need support
Kudos0

Re: Norton refusal to own up to a problem

STILL NO REPLY .PATHETIC
Kudos0

Re: Norton refusal to own up to a problem

Norton is supposed to call me tonight @ 7:00 PM.  I'll let you all know what happens.

Kudos0

Re: Norton refusal to own up to a problem

Error 8504, 104  can't help but wonder which other security programs may be installed?

Please let us know how the phone call goes!

Kudos2 Stats

Re: Norton refusal to own up to a problem

Norton called this evening at 7:00 PM as promised.  We got of the phone at 10:30 PM.  Problem is not resolved.  He saw the errors and does not believe there is a conflict.  He promised to continue our session tomorrow (Tuesday 22/23/16) at 6:00 PM.  He starts work at 1:00 PM and was already on overtime.  Probable he has more research to do.  He has taken ownership of the problem (for now).  We will see what happens during chapter II.   I will certainly keep you all posted.

What I did learn this evening.  If any of you use Norton and have a problem DO NOT USE THE CHAT FACILITY.  This is like texting on a cell phone.  Use the telephone method of contact.  They provide service 24/7/365.  If you are English speaking person you will be connected to an English speaking person based in the Philippines. 

Kudos0

Re: Norton refusal to own up to a problem

Thanks for the feedback and please do keep us updated.

Kudos0

Re: Norton refusal to own up to a problem

OK. Time for Chapter II.  The Norton Techie called me about 6:30 PM.  He loaded a previous version of N360.  Told me all the updates would be come in if I were using the new version.  He shut off the switch in N360 to auto update to the newer version.  (Not happy with that).  Then he went in msconfig (System configuration Utility and changed on the first tab (General) the option "Normal Startup" to "selective startup" .  If he changed anything else in there I don't know.  The reason he changed the startup option is so N360 will load quickly.  Before it was taking ALL the CPU and never really starting up. 

Well, so now the VM PX SP3 starts and opens N360 very quickly.  But when I run a scan or an update, the running time is at least 4 to 5 times longer. 

Clearly, while the OS now boots and N360 runs, the system is not optimal.  I guess I can install the current version and change the msconfig settings (the I know about) back and take the chance I am back where I started.  Not brave enough to do that.

The techie is going on vacation.  He will be back Tuesday Mar 1.  He will call me at about 7:00 PM to discuss the situation.  At that point I am sure he would escalate it up to level 2 support.  I don't line the wait, but not brave enough to do the rest myself.  I still have to test other programs to see how long they take to run with only my memory as to how long it took before.  But, for now, the pressure of for now.  I have had a lot of input from this forum and MS community forum about Anti-virus and Internet security.  It is very confusing.  As I understand it, anti-virus is passive.  You run scans and it checks your computer for viruses, worms, tracking cookies, etc.  But, that's only half the issue.  I believe you need an active monitor to evaluate what is coming in real time via the internet.  Very few companies have programs that work on XP any more, let alone VM XP.

If the techie does not call back by Tues evening, I will escalate the problem myself.  There may other options I can do now, but I can't think of them.  Maybe this forum or the MS community forum could make some suggestions. 

Kudos0

Re: Norton refusal to own up to a problem

Hello

It doesn't seem like you should have to wait for a particular Tech Support person. I would think that there is more than 1 Tech Support person that works for Symantec. I suppose if you are in a remote location. I would think that there would be notes attached to your case number and another Tech Support person could take over.

  Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton refusal to own up to a problem

fbn

 He shut off the switch in N360 to auto update to the newer version.  (Not happy with that). 

All that does is stop the NEXT VERSION from downloading its files behind your back when the system is idle (one hopes) and by NEXT VERSION is mean what used to be going from say 2014 to 2015 and not the Live Updates to deal with system improvements and fixes.

Nor does it stop you from choosing to make the update to the next main version when that comes along. Most of us turn off that function anyway to avoid being the first to try major changes -- look at Windows 10 for example!

Hope that helps.

On the slow scanning, it may be that the first time you do a complete system scan (and a new installation gets one started automatically) it takes much longer because every file etc is checked. Once that has been done, Norton only rechecks files that have changed since the previous scan. 

Hugh
Kudos0

Re: Norton refusal to own up to a problem

OK.  Time for Chapter III.  I got the call from Norton tonight.  I thought it was supposed to Mar.1, but it is Mar 1 in the Philippines.   He tried to trick me into saying that Norton was running fine.  But I wouldn't take the bait.  He kept on that track for while until I got mad and stopped from talking and to listen to me.  He put in an older version, allowed live updates to come in, not version updates and changed the msconfig to "selective startup".  This solved the problem of Norton grabbing ALL the CPU.  Bit I wanted msconfig to be "Normal startup".  Because of all he did I was afraid to change it myself.  So we changed it together and on startup everything worked fine.

In response to huwyngr, I found out, as you said, what you said about the time it takes to run a scan.  First time on a newly installed version it has to check everything.

Thank you all for listening to me vent and to offer encouragement.  The pressure is now off for several months to fully investigate an anti-virus and internet security product that does not "Frustrate" me.

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