Spyware, viruses, & security : Websites and hotmail access denied with Norton AV 2008
Websites and hotmail access denied with Norton AV 2008
by cvivcollins - 3/3/08 3:12 AMMy NAV 2007 expires in 25 days. I agreed to Norton's offer to upgrade to NAV2008. This was remotely installed 5 days ago on my computer (Dell Dimension 8250 - Windows XP SP2, IE 6.2) Since then I haven't been able to access any website or hotmail. In fact CNET Forum is sitting on top the general remark "Internet Explorer cannot display webpage" I have done all checks with my ISP and also had Synantec Tech. Support remotely take control of my computer and try to fix the problem on two occasions. I've also tried many of the suggestions already posted on the CNET Forum.
Nothing has worked Can anyone help?
How about uninstall and asking your money back?
by Kees Bakker
- 3/3/08 3:15 AM
In reply to: Websites and hotmail access denied with Norton AV 2008 by cvivcollins
If Symantec can't solve the problem, they can't refuse it.
Kees
Norton 2008 Upgrade
by Michael_York
- 3/4/08 1:06 PM
In reply to: Websites and hotmail access denied with Norton AV 2008 by cvivcollins
Hi cvivcollins,
This is Mike from the Norton Authorized Support team responding to your posting about Norton AntiVirus upgrade issues. The easiest way to resolve this issue is to use the Norton Removal Tool to completely remove all Norton products from your computer, and to then properly reinstall Norton AntiVirus 2008. Please follow the instructions below.
1. Click on the following link to download the Norton Removal Tool:
http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039?Open&docid=2001074957656166&nsf=sunset-c2002kb.nsf&view=0
2. After you run the tool, please restart your computer. Then log in to Windows again and run the removal tool again. Restart your computer after it is finished running the second time as well.
3. Make sure that your internet connection is working properly, and then reinstall Norton AntiVirus 2008. Towards the end of the installation process, the LiveUpdate feature will automatically run and download and install updates to both the program files and definition files.
Please try this process and let me know if it resolves your issue.
Thanks,
Mike
Michael York
Norton Authorized Support Team
Symantec Corporation
http://service.symantec.com/priority
Hi Michael York,
by Kees Bakker - 3/4/08 2:07 PM
In reply to: Norton 2008 Upgrade by Michael_York
This makes sense, of course. But it makes one wondering
- Why the install program (whatever 'remotely installed' means) can't do this. Or should I understand, that the member didn't follow the instructions?
- Why the Symantec tech support, that apparently twice had control over the PC, couldn't do this. They should know their product and the common cures, shouldn't they?
Kees
Support
by Michael_York - 3/5/08 3:47 PM
In reply to: Hi Michael York, by Kees Bakker
Hi Kees,
The user did not specify exactly what problem he had with NAV 08 that required our support team to remote in. I can only say that while they may have checked his settings and possibly made some changes in IE, they in no way would be able to remove IE, as it is embedded into Windows. Most of the time, the upgrade installs go fine. Unfortunately there are so many factors that can contribute to an upgrade becoming corrupt, such as the user having other antivirus or security suites installed that can cause conflicts, existing infections, etc.
Symantec is a very large company with many support centers.I do not know why he was unable to resolve his issue. This is why I am here to offer additional support to our valued customers.
I hope this answers your question.
Mike
Michael York
Norton Authorized Support Team
Symantec Corporation
http://service.symantec.com/priority
cvicollins, on the hotmail.com issue....
by darclew3 - 3/5/08 6:30 PM In reply to: Support by Michael_York
I had a www.hotmail.com account. Fortunately, 3 saved emails I had already put onto floppies from that account. I went to setup another screenname that was planning to use on msn messenger, it was different from the other but the thing that thru me was the other screenname was not @hotmail.com. It was now @live.com! I also have another IM (AIM) installed and surprise! my address was changed there also from @aol.com to @aim.com!! That is two changes from what I had, you may have the same problem and if you can get to your hotmail.com, I would suggest that if there are contacts, saved emails, mails sent that you get them out and sent to another address so you don't lose them. dchrislewis3292@hotmail.com is no longer an email address.
Darrell
Norton Removal Tool
by cvivcollins - 3/9/08 8:05 AM In reply to: Support by Michael_York
Hi Mike
Thanks you very much for responsing to my concern, and for the very useful information.
This morning I tried accessing websites as I have been doing for the past week, lo and behold it worked. I have no idea if the problem is permanently solved, nor what solved it. During the past week I cleaned up my hard drive, deleted a bit of stuff from my Windows Task Manager and got a DSL upgrade from my ISP. So, perhaps it was a speed problem?
I really wish to take this opportunity to say a big THANK YOU to all who shared their ideas on how to solve the problem. A lot of the information received was very useful in itself... and the learning process continues....
Best regards
Carol
Glad I Could Help
by Michael_York - 3/11/08 11:00 AM
In reply to: Norton Removal Tool by cvivcollins
Hi Carol,
I'm glad I was able to assist you with your Norton installation. In regards to a speed problem with your DSL provider, you may want to contact them if you feel your speed is not up to par with what you should be getting. However, the only affect the speed of your DSL would have on Norton, would be that it would take a longer period of time for LiveUpdate to download updates.
Best Regards,
Mike
Michael York
Norton Authorized Support Team
Symantec Corporation
http://service.symantec.com/priority
Hi Mike
by Dango517 - 3/5/08 10:52 PM In reply to: Norton 2008 Upgrade by Michael_York
just a few observations and insights
Another possibility might be a conflict with another firewall program. If this is a conflict I believe the owner of the PC would have to correct this by removing the conflicting program. A quick look in the windows security center might be advised before reinstalling the security program.
Email setting can cause these problems also, maybe a call to the IP might be advised.
An Ethernet adapter that is having issues could cause this problem. Running the adapters diagnostics might be advised here.
Internet Explorer 7 is now available it should be down loaded and installed, provided it is hardware compatible with the users PC.
Down load it from here:
http://www.microsoft.com/windows/products/winfamily/ie/default.mspx
Many things can cause these connectivity problems. With security software being only one of them. All these plus reinstalling the security software might have to be done to track this kind of problem. These problems can be difficult to repair, sometimes "very" difficult to repair.
Thanks for replies and advice
by cvivcollins - 3/6/08 10:35 AM In reply to: Norton 2008 Upgrade by Michael_York
I have a small window of opportunity here to thank all those who responded - Michael Y., Kees B.,Dango517,Darclew3, Michhale - I was unable to check responses since I still have the same problem and I couldn't get on to CNET from the computer which I was using.
Symantec Tech Services sent me some instructions that might be able to solve the problem, but I can't access the site, neither can I get to the Norton Remove Tool from my computer. Tried to access th e Symantec Knowledgebase to get the recommmended document, from another computer, but without success "an error has occurred in the Symantec Knowledge Base".
I think the problem is a small one - if only it could be identified. I am using Explorer 7.0, my internet connection is fine. My computer is running slow, so I am cleaning that up and removing programs that are unnecesary at Start Up, my Windows Security has been turned off.
There is a bit of instability on my computer, e.g. sometimes I can get to MSN.com, but most times not, I can get to the chat facility on Hotmail if someone contacts me and I respond but I am locked out of chat on my gmail account, but can access my gmail. I have checked for viruses using Norton 2008 - but perhaps I have also to check from a CD, just in case Norton 2008 is infected. I have not given up on Norton 2008 yet and as soon as the problem is solved I'll post the info. In the meantime if you don't see me on it's because I can't get there.
Must say CNET is the best. Thank you. CVC.
Call our IP
by Dango517 - 3/6/08 11:38 AM In reply to: Thanks for replies and advice by cvivcollinsRequest that they run diagnostics from there end. This might be a faulty filter problem if your running a DSL connection. Those little filters that you have plugged into your phone jacks, between the jack and the wire if your using a wired connection are important and must work properly. Unplug them then plug them in again.
Also unplug your modem, and all your Ethernet Adapter wiring. This will reset this hardware. Your IP might suggest this as well. Reset the modem using the off/on switch. Turn all of these off wait 5 minutes then plug them in again.
These "intermittent" connectivity problems are usually IP and adapter problems.
Should this fail then this could be a port or IP address problem. The port problem stems from your firewall. The address problem is associated with your adapter. These are setting and software problems. Reinstall your adapter driver. Your IP can check these. Call them.
Are you on the outside edge of the available service range for your IP service by chance? Ask your IP when you call them. This simply means your about as far away as you can be from there equipment and still get service.
You pay for IP service. Use it. They can be very helpful with these problems and can see things from there end that we can't. Most have advanced diagnostics software far beyond any you are I could buy, again use it, your paying for it.
Additional information about blocked Email connections
by Dango517 - 3/6/08 12:24 PM In reply to: Call our IP by Dango517See this troubleshooter:
http://support.microsoft.com/kb/813514
This is primarily an XP trouble shooter but "generally" this information would apply to most OSs.
Norton Removal Tool
by michhala - 3/6/08 5:40 PM In reply to: Thanks for replies and advice by cvivcollinsWould it work if I E-mailed you the Norton Removal Tool? If so, use my profile page on this forum to contact me.
Miki
Norton Removal Tool
by cvivcollins - 3/7/08 9:58 AM In reply to: Norton Removal Tool by michhalaHi Miki
Thanks for the offer. Could you send the Norton Removal Tool file to
carol.cviv@gmail.com
I am still able to access gmail.
Looking forward to resolving the issue with NRT. Thanks.
Carol
Will send it to you pronto!!
by michhala - 3/7/08 11:23 AM In reply to: Norton Removal Tool by cvivcollinsCarol -- For the future and your own privacy, if you click on my name on one of my posts, it takes you to a place where you are able to E-mail me privately without exposing your address.
Miki
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