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Kudos0

Unbelievably Terible support

It is already 4th hour I am trying to resolve an issue on one of my computer. After spending an hour chatting with support representetive I was redericted to the level 2 support where I was waiting for 30 minutes until get an answer. Then after about 30 minutes investigation they told that my HD is bad and I need to run checkdisk and the call them back. I asked what is the direct number and she gave me 1800-745-6048 x7. When I called that number and extention I was told that this is level 1 support and I need to be redirected to level 2 if the reperesentative who worked with my case is still available. I am now on the phone waiting for an hour and listening that silly music. I would like to know why Symantec is insulting me by such kind of support. I paid them money for their product and they must provide decent support or pay me back for my time I waisted. I don't think Symantec is caipable to create a decent products as well as organize decent support. I am going to complain about this everywhere I can.

My issue is that Nortorn Security scans are frozen on checking for W32.Download.B

Replies

Kudos0

Re: Unbelievably Terible support

My issue is that Nortorn Security scans are frozen on checking for W32.Download.B

frozen...how long?  have you tried Compressed File Scan Off..?

Do you run with Fast Startup On..?

Kudos0

Re: Unbelievably Terible support

For 12 hours. I tried to leave it overnight. Yes I did try compressed file scan off and I am not running Fast Startup. They tried to run their VRQ toll and it hangs too. I am still waiting for response from support it is over an hour on the phone waiting

Kudos0

Re: Unbelievably Terible support

Thanks for info and Sorry re your experience. 
And scan frozen is recent observe.
Have you refreshed Norton install. 
Have you run Get Support.
Your net connection is wired.
Does Norton LiveUpdate run.
Are you able to surf/browse as normal.
Hmm, Norton VRQ tool hangs too (VRQ tool allows an engineer to search for and remove malicious programs that conventional anti-virus software is unable to remove).
Did you run checkdisk.
Please advise OS and Norton version number.

Kudos0

Re: Unbelievably Terible support

And scan frozen is recent observe.

It started abou 2 weeks ago
Have you refreshed Norton install. 

Yes I did
Have you run Get Support.

Yes I did
Your net connection is wired.

Yes it is wired
Does Norton LiveUpdate run.

Yes it did
Are you able to surf/browse as normal.

Yes I am
Hmm, VRQ tool hangs too.
Did you run checkdisk.

Yes I did
Please advise OS and Norton version number

norton 22.8 OS windows 10

Kudos0

Re: Unbelievably Terible support

It started about 2 weeks ago [...]

Windows Updates pending restart..?  Cumulative Windows 10 Update KB3194496 install okay..?  Lets hear from Community.  

I am still waiting for response from support it is over an hour on the phone waiting

Let us know re Norton support.

Kudos0

Re: Unbelievably Terible support

After being transferred to the product support team it is finally concluded that it's most likely a product issue and has to fixed.

Kudos0

Re: Unbelievably Terible support

Hmm.....most likely a product issue,.... started about 2 weeks ago.  

Kudos0

Re: Unbelievably Terible support

When you ran the chkdisk did you use the /r option? That checks the physical disk surface for errors. Did it find anything?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Unbelievably Terible support

Hello All

This may be the solution.

VGK said

....

Yes I did
Please advise OS and Norton version number

norton 22.8 OS windows 10

The "Norton version- AutoDetectPkg.exe" keeps telling me I have the most recent version which is not "22.8" it's "22.7.1.32" . 22.8 must still be in post-beta monitoring for telemetry and watching the forums for reported problem limited release.

The History entry for many runs or Interactive LiveUpdate has repeatedly indicated on my Windows 7 Profession system that ENGINE.NSBU.INTALLDIR of 58.84MB failed to download. since release September 26, 2016, I wasn't RANDOMLY selected. I got lucky.

See if installing from your original install Download if it is an older version, restores you to functionality.

I had evil Zero dot 75. Support was unaware that it was withdrawn from limited release even for over a week after that withdrawal was announced by Admin in the forum, see: https://community.norton.com/en/blogs/product-update-announcements/norto.... And: the fixed Zero dot 76 was withheld from those users with zero dot 75 while it was in limited RANDOM release. I had used Windows restore pre dot 75 which left me with do-overs for a number of other product/programs not Norton that I had to install or update.

Use Windows restore as plan "b" or "c" or "d".

J

The I believe this solves the problem check box is missing or I would have checked it.

Kudos0

Re: Unbelievably Terible support

The "Norton version- AutoDetectPkg.exe" keeps telling me I have the most recent version which is not "22.8" it's "22.7.1.32"

current version = 22.8.0.50 

Kudos0

Re: Unbelievably Terible support

Hello Bjm

The the Check for New version button also DOES NOT offer the POST Beta (trying it out on randomly selected and new subscribers while we get telemetry and forum feedback) 22.8.0.50

I'm not a pioneer with arrows in my back this time.

"Norton version-AutoDetectPkg.exe" also does not consider 22.8.0.50 as "released".

J

Kudos0

Re: Unbelievably Terible support

Yes I did. Not to mention that my HD is SSD and it's 2 month old

Kudos0

Re: Unbelievably Terible support

In my opinion this is Symantec problem that must be fixed. They must be responsible for products they developing and selling. This is a core concept of trhe sofyware development industry. I don't see why I should spend my time finding workaround and restoring windows, etc. They have all information from my PC and should be able to reproduce issue.

Kudos0

Re: Unbelievably Terible support

Fbgnarm: "Norton version-AutoDetectPkg.exe" also does not consider 22.8.0.50 as "released".

Norton Security 22.8.0.50 is now available via LiveUpdate. As with our previous updates, this version is being released in a phased manner. This update is available in all supported languages. To download it, simply run LiveUpdate.

https://community.norton.com/en/blogs/product-update-announcements/norton-228-product-update-available-now 

Kudos0

Re: Unbelievably Terible support

I expect that those randomly selected will get patches, or an announcement of withdrawing it while a new randomly selected group gets the next post-beta version. Any day now, as happened with 75 to 76 which was followed by the stable "22.7.1.32" still on my system.

J

Kudos0

Re: Unbelievably Terible support

Yes, would be nice if Norton posted/updated status for 22.8 roll-out. 

Kudos0

Re: Unbelievably Terible support

Fbgnarm:

Hello Bjm

The the Check for New version button also DOES NOT offer the POST Beta (trying it out on randomly selected and new subscribers while we get telemetry and forum feedback) 22.8.0.50

I'm not a pioneer with arrows in my back this time.

"Norton version-AutoDetectPkg.exe" also does not consider 22.8.0.50 as "released".

J

Check for new version only looks at the first number in the version. ie 22. It checks to see if there is a 23, but does not look for any of the 'dot' versions you like to quote. That is done with Live Update. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Unbelievably Terible support

fbgnam

This is an addendum to Peter's message at   Permalink  --  I was about to post this image in a message to clarify what you were actually seeing since if this is what you see then Peter's message is spot-on as I would expect <g>

I decided to do this after spending some time trying to actually find the file you refer to on my computer!

I wish running Live Update did actually give the version ID that you are "uptodate" with but as I'm sure you know you have to look in Help / About.

And one more gotcha -- even some important fixes do not necessarily change the detailed Version ID that shows in Help / About, especially if they are being trickle fed as is often the case for a variety of reasons.

"Nobody ever said it was going to be simple ...."

Hugh
Kudos0

Re: Unbelievably Terible support

Yes, would be nice if Norton clarified on Update Center page, major vs minor version. 

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