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Kudos3 Stats

Norton Support Link in Settings is a total mess.

Before this new update (22.7.0.75) you could click on the ? next to a setting and get an explanation of that setting.

Now you have to sign in with a Norton account and then it gives you this general support page and a pain to find what you want.

A big step backwards with your support system.

Very disappointed with this update.

Jim

Replies

Kudos0

Re: Norton Support Link in Settings is a total mess.

Yup ... as I've been having some installation issues with the 22.7 update, I was trying to check support and was forced to sign in.  A big thumbs down from me

Kudos1 Stats

Re: Norton Support Link in Settings is a total mess.

+1  

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: Norton Support Link in Settings is a total mess.

FWIW ~ some question marks are not active for me with/without Sign In dashboard for example >
some question marks are active for me with/without Sign In dashboard for example >default browser IE11

Kudos0

Re: Norton Support Link in Settings is a total mess.

PhoneMan:

Before this new update (22.7.0.75) you could click on the ? next to a setting and get an explanation of that setting.

Now you have to sign in with a Norton account and then it gives you this general support page and a pain to find what you want.

A big step backwards with your support system.

Very disappointed with this update.

Jim 

 Me too 

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton Support Link in Settings is a total mess.

deleted

Kudos0

Re: Norton Support Link in Settings is a total mess.

I found a work around.

I open NS and sign in at top of page.

I then click a ? and get that new Support page and leave it open.

I then click another ? and it opens another window and gives me the correct information.

As long as the first page is open the ? marks work.

Jim

Kudos0

Re: Norton Support Link in Settings is a total mess.

FWIW ~ PhoneMan work-around does not change my observe Permalink

Kudos0

Re: Norton Support Link in Settings is a total mess.

bjm_:

FWIW ~ PhoneMan work-around does not change my observe Permalink

Hello,

Just a quick question, and sorry to be off-topic,but when you open the main NS 22.7.0.75 GUI, does the Norton icon, under the "More Norton" tab is grey colored or what? (Similar to the screenshot here: https://community.norton.com/en/forums/windows-action-center-saying-norton-not-running-after-227075-update , although it's for Norton Internet Security).

When I look at this tab, the "More protection" letters are green but the icon is grey, is this by design or something went wrong during installation? ( I must say I have not used the "add device" option from that tab, this could maybe explain why the icon is grey...).

Thanks for any feedback.

Kudos0

Re: Norton Support Link in Settings is a total mess.

Many thanks bjm_, so I guess it's by design...

Cheers!

Kudos0

Re: Norton Support Link in Settings is a total mess.

Apostolos: Many thanks bjm_, so I guess it's by design...Cheers!

Norton-as-a-Service

Kudos0

Re: Norton Support Link in Settings is a total mess.

Whichever tab you click on goes white and the others stay grey. When you mouse over them, they also go white.

I assume there's a reason other than because they can !

Windows 10 Home X 64
Kudos1 Stats

Re: Norton Support Link in Settings is a total mess.

PhoneMan:

I found a work around.

I open NS and sign in at top of page.

I then click a ? and get that new Support page and leave it open.

I then click another ? and it opens another window and gives me the correct information.

As long as the first page is open the ? marks work.

Jim

But I wish I shouldn't have to sign. I'd like to be able to view any help pages without having to sign in at all, just as it was before this last 22.7 update. 

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton Support Link in Settings is a total mess.

Rainbow_2:  But I wish I shouldn't have to sign. I'd like to be able to view any help pages without having to sign in at all, just as it was before this last 22.7 update. 

must be me then, cause with/without Sign In dashboard, some question marks work, some don't .... 

Kudos0

Re: Norton Support Link in Settings is a total mess.

bjm_:
Rainbow_2:  But I wish I shouldn't have to sign. I'd like to be able to view any help pages without having to sign in at all, just as it was before this last 22.7 update. 

must be me then, cause with/without Sign In dashboard, some question marks work, some don't .... 

I haven't (yet) checked all the ?s links in the new version, but I can say that those I checked so far do require Sign In while those same ?s worked fine without signing in before this last product update and I'd like they all still worked that way.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton Support Link in Settings is a total mess.

Rainbow_2:  I haven't (yet) checked all the ?s links in the new version, but I can say that those I checked so far do require Sign In while those same ?s worked fine without signing in before this last product update and I'd like they all still worked that way.

and by Sign In, you mean at dashboard or thru web portal..?

Kudos0

Re: Norton Support Link in Settings is a total mess.

bjm_:
Rainbow_2:  I haven't (yet) checked all the ?s links in the new version, but I can say that those I checked so far do require Sign In while those same ?s worked fine without signing in before this last product update and I'd like they all still worked that way.

and by Sign In, you mean at dashboard or thru web portal..?

Actually I don't think that matters very much since before this latest product update I didn't need to sign in at all, as I already explained in my previous posts in this thread.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton Support Link in Settings is a total mess.

More testing update:

It depends on which Browser is the default using Windows 10.

Firefox - Works fine - No Login required.

Edge - Works fine - No Login required.

Vivaldi (Chromium Based) - Requires Login but works.

IE11 - Broken. My workaround works.

Jim  

Kudos0

Re: Norton Support Link in Settings is a total mess.

Hi folks, for those that are able to reproduce this issue, could you record a video of the entire process? Our team is having a difficult time reproducing the problem, and seeing every step thoroughly might be helpful. If you need to upload the video somewhere, please email me and I can send you a location. Tony_Weiss@Symantec.com. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton Support Link in Settings is a total mess.

And to clarify, there seem to be 2 separate issues reported to this thread, correct?

1) when clicking the [?] within the product, taken to Norton Account login page
2) With IE as the default browser on Win10, some of the [?] links within the product are greyed out

Did I sum those up correctly? Also to clarify, my request for a video is for issue #1 above.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton Support Link in Settings is a total mess.

@bjm_, I moved some of your posts to a new thread, to help keep things less confusing. I understand that they might be related, but it helps to keep things tracked separately. Thanks for understanding.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton Support Link in Settings is a total mess.

I just did a TEST on a Win 7 computer:

  • NS v22.6.0.142 did not show said additional info about some Norton settings, it used IE 11 to open related page instead.
  • the test result remained the same after performing the auto update using LU.

I just made a vid of that test. @Tony_Weiss  May I send the vid to yr mail box directly?

ps: Plz help delete the following duplicate info (due to internet connection error)

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Kudos0

Re: Norton Support Link in Settings is a total mess.

Thanks @20750065, I sent you some upload instructions.

To everyone else who click the in-product links, but get directed to login to their Norton Account - can you try disabling your Norton Toolbar first, then trying to reproduce the problem? We've been testing and that seems to be a factor. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton Support Link in Settings is a total mess.

Tony. Looks like you have found the problem. It seams to be a related to  the IDSafe Vault portion.

Edge - No Toolbar and works

FF - has a Toolbar but no IDSafe Vault and it works with the Toolbar enabled.

IE - Disable Toolbar and IDSafe Vault and it works.

This is on all my Windows 10 systems.

Jim

Kudos0

Re: Norton Support Link in Settings is a total mess.

Thanks for helping us confirm it. Our team is working on a short-term resolution now, so I'll let you know when we get that resolved. We'll be working on a long-term one as well, but that's not going to happen overnight. Thanks again for your help.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Norton Support Link in Settings is a total mess.

Hello Tony,

I've just checked out my inbox and spam box, but I did not receive anything from your Tony_Weiss@Symantec.com

Regards!

Bry

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Kudos0

Re: Norton Support Link in Settings is a total mess.

Looks like it is fixed for IE11. Got 5 updates this morning. Nothing special. Tried the ? with IE11 as default and all systems are working and no login required. I tested IE11, Edge, Firefox and Vivaldi  and they all work.

Jim

Kudos0

Re: Norton Support Link in Settings is a total mess.

PhoneMan:

Looks like it is fixed for IE11. Got 5 updates this morning. Nothing special. Tried the ? with IE11 as default and all systems are working and no login required. I tested IE11, Edge, Firefox and Vivaldi  and they all work.

Jim

I'd say partially fixed because clicking a "?" while logged in goes to the generic support page and not the support article.  

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Norton Support Link in Settings is a total mess.

Krusty13: I'd say partially fixed because clicking a "?" while logged in goes to the generic support page and not the support article. 

Yeah, observed same on friends Comcast NSS 22.7
Not familiar with Comcast NSS, ....I didn't know if generic support page was normal.

Kudos0

Re: Norton Support Link in Settings is a total mess.

I just signed in and the first time I click on a ? it does open that new support page. If I then close the Browser then all the ? go to the right page.

If I don't sign in then all the ? go to the right page.

I normally don't sign in as I have a Local Vault and no need to.

Jim

Kudos0

Re: Norton Support Link in Settings is a total mess.

Hello 20750065

Did you check your PM envelope on top for a message from Tony Weiss since you didn't get an email?

Btw, the @mention to people only works for Gurus and above.

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 Support Link in Settings is a total mess.

@Floplot: I have just re-checked my own PM system, I have been unable to get a msg/ mail reply from Tony yet. Then, @Tony Weiss, may I send that vid to yr mail box directly?

TY!

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Kudos0

Re: Norton Support Link in Settings is a total mess.

Hello

Please send a PM to Tony Weiss and ask him for the instructions since you didn't receive his PM to you. Wait until Monday though. You might find the PM then. You can only  use @ a person if you are a Guru or Symantec Employee. I don't think you can send it to his email because then he wouldn't have to send you instructions.

@Tony_Weiss

20750065 has not received your PM for instructions on how to send you his vid. Thanks. floplot.

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 Support Link in Settings is a total mess.

Still a problem with 22.7.0.76 while signed in. 

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Norton Support Link in Settings is a total mess.

PhoneMan:

Before this new update (22.7.0.75) you could click on the ? next to a setting and get an explanation of that setting.

Now you have to sign in with a Norton account and then it gives you this general support page and a pain to find what you want.

A big step backwards with your support system.

Very disappointed with this update.

Jim

Hi @Krusty13,

Can you please try disabling Norton Toolbar from IE11 browser and let us know if you are still getting the Norton Support main page(Support.norton.com)?

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Support Link in Settings is a total mess.

Hi @Sunil_GA,

Yes, disabling the toolbar in IE 11 and clicking a "?" next to a setting while signed in does take me to the appropriate Support page about that setting.

Thanks,
Dave

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Norton Support Link in Settings is a total mess.

@ (This is a reply to floplot) floplot: I knew the feature "@" is available for Norton Guru and Norton Employee. Thanks. That being said, @ here means "This is a reply to someone in the OP". TY

@Tony Weise, I've just sent U a PM. Plz check it out. TY :)

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Accepted Solution
Kudos1 Stats

Re: Norton Support Link in Settings is a total mess.

Hi everyone,

We have released a new patch that fixes the following issues. Please run LiveUpdate until all patches are downloaded & applied.

  • Update:

    A new Norton Security Toolbar Hotfix has been released via LiveUpdate to fix issues related to the Norton Toolbar. This will update all languages for both 22.7.0.75 and 22.7.0.76, and will not change the product version. It will appear in LiveUpdate and History as "[Product Abbreviation] Product Update" (like NS, NIS, N360, NAV). No reboot is required on Win 7, Win 8, Win 8.1 and Win 10 systems.

    Fixes for this Hotfix:

  • Fixed an issue where customers attempting to access product Help [?] on GUI (logged out of Norton Account) are taken to Single SignOn login page instead of help document. (thread)
  • Fixed an issue where clicking on "save and continue" in the chat /Phone support page reloads the same page instead of navigating to the next page.
  • Fixed an issue where the contextual help link is landing in generic help page when Norton Account is signed (in product UI) with Norton Toolbar enabled.
  • Fixed an issue where customer are getting error pages when trying to log in/log out of help portal pages with Norton Toolbar enabled.
Mohanakrishnan G | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton Support Link in Settings is a total mess.

Working fine after the patch on Windows 10.

IE11, Edge, FF, Vivaldi all work with Toolbar enabled and Signed IN or Out.

Thanks,

Jim

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