Norton 360 live chat support
The first time I logged in to Symantec Live Technical Support, I was number 2 in the queue. My support agent Kaleem was a fast typist, but didn’t have an instant fix for me:
[23:21] CB: Hi, since installing Norton 360 I’ve been unable to update my internet time settings. I’ve tried disabling the Norton Firewall but I get error messages when I try to synchronise with either of the available Microsoft Time Servers. Does Norton 360 disable this functionality?
[23:21] Kaleem: No Chris, the Norton will not disable the functionality. Before troubleshooting this issue, I need to gather more information about this problem from you. This will greatly assist me in finding a resolution to your problem.
[23:22] CB: No problem. Let me know what you need.
[23:22] Kaleem: Do you have any other Antivirus or Firewall or Spyware programs installed on your system?
[23:23] CB: I have Spybot Search and Destroy installed, but as far as I know, that only scans when the app is open. That’s all — Microsoft Firewall is disabled through the Norton settings.
[23:23] Kaleem: Okay. Please let me know if you can synchronize with the personal firewall disabled.
[23:24] CB: You mean the Norton Firewall? It worked before I installed 360, when I was running whatever the previous Norton internet protection was called.
[23:25] Kaleem: Okay. Please let me know if you had removed the previous Norton programs before installing the Norton 360 program.
[23:26] CB: Yes, Norton 360 removed them automatically.
[23:26] Kaleem: Okay. Please note that this issue can happen if there are remnants left on your computer of the previous Norton programs.
[23:27] CB: Right. Am I able to remove those remnants manually?
[23:28] Kaleem: In order to resolve this issue I suggest that you uninstall the Norton product using the Norton Removal Tool and then reinstall the Norton 360 program.
I did all of the above, which took well over an hour, but to no avail — the Date and Time Properties internet settings continued to return error messages from both available time servers. Next time I logged on to Symantec chat, I was 18th in the queue and it took 90 minutes to get to the front of it. This agent, Suraj, didn’t seem quite as confident and took a while longer to type in his replies, causing a few classic chat post overlaps:
Suraj: Could you please let me know the issue you are facing with Norton 360 program?
CB: I had a previous Symantec Support live chat session, followed all the advice provided in the chat by Kaleem, the support agent (which was to remove old and current Norton 360 software with the Norton Software Removal Tool and then to reinstall Norton 360) but still have the same problem: Even with the Norton and Microsoft XP Firewalls disabled I am unable to synchronise internet time. I have a permanent wi-fi internet connection. Both Microsoft time servers return errors. Any ideas?
Suraj: I am sorry, I was unable to understand. Could you please rephrase it for me?
CB: As I say, Norton 360 won’t allow me to synchronise the internet time (using the clock at bottom right of your screen). I didn’t have this problem with Norton Antivirus. It’s only started happening since I installed Norton 360.
Suraj: Okay. May I place on hold for 2-3 minutes while I research on this issue?
CB: Sure. No problem. I’ [accidentally hits enter key, mid-sentence…]
CB: I’m running XP Pro.
Suraj: Okay.
[Short pause while Suraj does some research…]
Suraj: After uninstalling the Norton program, were you able to synchronise the Internet time?
CB: No. But I reinstalled 360 again immediately after the uninstall.
Suraj: Okay. I suggest you to uninstall the Norton 360 program and then check whether you are able to synchronize the Internet time. Get back to us with the results. All Right?
This turned out to be unnecessary because, after a bit of Googling, I discovered I wasn’t the only person having difficulties synchronising my internet time. Connecting to a different internet time server as described in various group discussions, simply by pasting it into the Date and Time Properties/Internet Time/Server panel (which I hadn’t realised you could do manually) instantly solved the problem and Symantec was off the hook. It was just another of those infuriating internet coincidences. However, full marks to both of my support agents for persevering, and to Symantec for having the foresight to offer live chat as a support option. I’d use it in a heartbeat if I had further problems. It knocks Microsoft and Apple’s support into a cocked hat.
[23:21] CB: Hi, since installing Norton 360 I’ve been unable to update my internet time settings. I’ve tried disabling the Norton Firewall but I get error messages when I try to synchronise with either of the available Microsoft Time Servers. Does Norton 360 disable this functionality?
[23:21] Kaleem: No Chris, the Norton will not disable the functionality. Before troubleshooting this issue, I need to gather more information about this problem from you. This will greatly assist me in finding a resolution to your problem.
[23:22] CB: No problem. Let me know what you need.
[23:22] Kaleem: Do you have any other Antivirus or Firewall or Spyware programs installed on your system?
[23:23] CB: I have Spybot Search and Destroy installed, but as far as I know, that only scans when the app is open. That’s all — Microsoft Firewall is disabled through the Norton settings.
[23:23] Kaleem: Okay. Please let me know if you can synchronize with the personal firewall disabled.
[23:24] CB: You mean the Norton Firewall? It worked before I installed 360, when I was running whatever the previous Norton internet protection was called.
[23:25] Kaleem: Okay. Please let me know if you had removed the previous Norton programs before installing the Norton 360 program.
[23:26] CB: Yes, Norton 360 removed them automatically.
[23:26] Kaleem: Okay. Please note that this issue can happen if there are remnants left on your computer of the previous Norton programs.
[23:27] CB: Right. Am I able to remove those remnants manually?
[23:28] Kaleem: In order to resolve this issue I suggest that you uninstall the Norton product using the Norton Removal Tool and then reinstall the Norton 360 program.
I did all of the above, which took well over an hour, but to no avail — the Date and Time Properties internet settings continued to return error messages from both available time servers. Next time I logged on to Symantec chat, I was 18th in the queue and it took 90 minutes to get to the front of it. This agent, Suraj, didn’t seem quite as confident and took a while longer to type in his replies, causing a few classic chat post overlaps:
Suraj: Could you please let me know the issue you are facing with Norton 360 program?
CB: I had a previous Symantec Support live chat session, followed all the advice provided in the chat by Kaleem, the support agent (which was to remove old and current Norton 360 software with the Norton Software Removal Tool and then to reinstall Norton 360) but still have the same problem: Even with the Norton and Microsoft XP Firewalls disabled I am unable to synchronise internet time. I have a permanent wi-fi internet connection. Both Microsoft time servers return errors. Any ideas?
Suraj: I am sorry, I was unable to understand. Could you please rephrase it for me?
CB: As I say, Norton 360 won’t allow me to synchronise the internet time (using the clock at bottom right of your screen). I didn’t have this problem with Norton Antivirus. It’s only started happening since I installed Norton 360.
Suraj: Okay. May I place on hold for 2-3 minutes while I research on this issue?
CB: Sure. No problem. I’ [accidentally hits enter key, mid-sentence…]
CB: I’m running XP Pro.
Suraj: Okay.
[Short pause while Suraj does some research…]
Suraj: After uninstalling the Norton program, were you able to synchronise the Internet time?
CB: No. But I reinstalled 360 again immediately after the uninstall.
Suraj: Okay. I suggest you to uninstall the Norton 360 program and then check whether you are able to synchronize the Internet time. Get back to us with the results. All Right?
This turned out to be unnecessary because, after a bit of Googling, I discovered I wasn’t the only person having difficulties synchronising my internet time. Connecting to a different internet time server as described in various group discussions, simply by pasting it into the Date and Time Properties/Internet Time/Server panel (which I hadn’t realised you could do manually) instantly solved the problem and Symantec was off the hook. It was just another of those infuriating internet coincidences. However, full marks to both of my support agents for persevering, and to Symantec for having the foresight to offer live chat as a support option. I’d use it in a heartbeat if I had further problems. It knocks Microsoft and Apple’s support into a cocked hat.
posted by Chris Bell at 9:38 PM
4 Comments:
Step away from the computer, n00b... the shame of you contacting the helldesk will stain your character forever.
I have no shame, Juha. You of all people should know that by now.
I suppose I could have waited for an Tech God such as yourself to provide "a solution" to the "issue" on a tech blog or in the pages of Computerworld, but this is all part of my retirement plan: to become one of those annoying old men who, while we still had such things, would write in to newspapers to complain about the state of the world.
Hello, I purchased Norton 360 for 5 computers from Dell and haven't installed it yet. All I have are 3 home computers. When I go to resubscribe next year, is there any way to up step down to 3 computers and not have to pay for the 5 since I only use 2?
Does Norton360 Fix Registiry Errors?
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