Posted by cool_ambo on August 9th, 2010 |
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Chat ID: 1a7e7c7e-ca1c-4656-9964-e04c30834253
Problem : Direct To Live : 500892283
advanced_tool_log: Email with reconnect link has been sent to:guest@email.address
advanced_tool_log: If you get disconnected, click the link to reconnect to the same chat session.
Emmanuel Viardo : what now?
Srilatha: Please wiat while I update the case and transfer you.
Emmanuel Viardo : OK, good
Srilatha: Thank you for being online.
Srilatha: I am transferring you.
Srilatha: SYMC_TRANS:ESCALATE
Ramiz: Hi Emmanuel, my name is Ramiz and I am the Case Manager with Norton Support. I will handle your case from here.
Emmanuel Viardo : Hey, I can’t go. I’ve got problems, remember?
Jones: You will receive a survey to rate your overall experience with Symantec. If you do not wish to receive this email please inform the consultant.
Welcome to Symantec Support, my name is Jones.
Jones: Hi Emmanuel, my name is Jones DMathew and I am the Case Manager with Norton Support. I will handle your case from here.
Emmanuel Viardo: Jones DMathew,Case Manager. you are the third name to talk to me. Go ahaead I am listening.
Ramiz: Analyst has closed chat and left the room
Jones: Emmanuel, I see you’re having issues with accessing mails after enabling Norton Antispam feature. Am I correct?
Emmanuel Viardo: Now, Ramiz is talking to me, right, not Jones.
Jones: I’m here to help you with the issue now and I’ll be your point of contact for this case.
Emmanuel Viardo: Jones, you are correct.
Emmanuel Viardo: Glad to know that somebody knows what to do in this case
Jones: Before we begin, I would like to give you an email address so that you can contact me directly about this issue. You can reach me at casemanager@support02.norton.com.
Emmanuel Viardo: Gotcha! case manager@support02.norton.com
Jones: Please note that your case reference remains the same, that is Case ID 500892283 .
Jones: Let me take a look at it. I would like to take a look into your computer to get a clear picture, as well as provide you a speedy resolution.
Jones: I can connect to your computer and remotely work to resolve this issue. I can perform the steps required on your computer from here, while you can sit back and watch.
This is a secure connection, and I will not access any personal information stored on your computer. If you are concerned at any point of time, you can disconnect the session by clicking on the end button. I would encourage you to view the troubleshooting from your end.
If for any reason you need to be away from your computer, you can inform me via the chat window and we can disconnect the session and resume once you are back.
Shall we continue with the remote connection to your computer?
Emmanuel Viardo: case ID 500892283, yes please continue
Jones: To set up a connection:
1. Open a new page on your Internet Explorer browser
2. Now, copy and paste this link http://help.norton.com into your Internet Explorer address bar
3. And, then enter in the 6 digit pin code 798974 and click [Connect to technician]
4. You will now see a prompt to accept the connection. Please click on [Yes]. It may take a few minutes for me to connect.
Jones: Remote Control successfully initiated.
Jones: I will check Norton Internet Security and Outlook settings. Have you checked Junk folder under Outlook ?
Emmanuel Viardo: No, I do not believe I saw one. I will go there now
Jones: Emmanuel, may I know whether you need to remove these entries from Norton Antispam rules?
Emmanuel Viardo: It never affected the outlook express before, but you may remove it if you wish
Emmanuel Viardo: By the way, most of my senders are from Canada
Jones: Emmanuel, before we start I would like to inform you that Norton Antispam message rule will not remove any contacts, message from your Outlook, it will either move mails to Norton Antispam folder or Junk folder.
Jones: I will help you with disabling Norton Antispam feature and uncheck Norton Antispam rule.
Jones: We will then recheck whether you’re able to retrieve these .
Jones: Shall I proceed with that, please?
Emmanuel Viardo: Sure, you have the ball
Jones: Thank you, could you please reheck this and check wether you’re able to access email address, mails?
Emmanuel Viardo: still missing the emeterio (orakulo@shaw.ca) and emmy @coolambo.ca and some other certificates that needs printing out. The inbox shows only 2 messages that came in today
Emmanuel Viardo: The bulk of those missing is in the SENT messages also
Jones: Emmanuel , may I know whether you had messages under inbox before Norton installation?
Emmanuel Viardo: Yes, all the CBCnews notices and some other mail that did not go to the ’specified folders’
Jones: Emmanuel, it seems that Norton Antispam is not the conflicting with the mails. To check could you please forward a mail from your account to your inbox, to check whether you’re able to access them?
Emmanuel Viardo: ok
Emmanuel Viardo: yeah, it gets forwarded to inbox, not to emeterio(orakulo)
Emmanuel Viardo: That was not the problem, though. That was the consequence of the problem. Diverting the mail to inbox by the anti-spam somehow lost the mail in the process. The message rules were re-configured by the Anti-spam.
Jones: Emmanuel, I can understand your concern, but the blocked list do not have any orakulo@shaw.ca and emmy @coolambo.ca. Norton Antispame rule will only filter and transfer files to Antispam folder. No files will be removed. In that case, we will move on to the next set of steps
Jones: Emmanuel, we will check whether you’re able to access these after removing Norton program and check whether issue is related to Norton installation. Once issue is fixed, we will reinstall Norton program with default settings.
Jones: Shall I proceed with that, please?
Emmanuel Viardo: The Anti-spam should have sent the messages to the inbox first BEFORE it re-configured the message rules. The Anti-spam now controls ONLY one email address, eliminating the others.
Emmanuel Viardo: Accessing them is no problem now. Retrieving the messages is the problem. If you are not able to do this, then I will have to do this myself. This would mean getting rid of Norton and getting my money back.
Jones: Please accept our sincerest apologies. We would like to assure you that we are doing everything to resolve your issue. Shall we uninstall Norton program and check if you’re able to access message and check whether issue is releated to Norton installation?
Emmanuel Viardo: You will have this desktop control for today. Do whatever you want. Tell me if you give up retrieving the messages. I will have to come back for you as there are other desktops I will attend to. Please continue if you wish.
Jones: Emmanuel, The steps that I will take to do this are.
1) Download the installation files needed on to your Desktop.
2) Download and run the Norton Removal tool which will uninstall your Norton Product.
3) I will then restart your computer and install and activate Norton Product on your computer.
Jones: We are about to restart your computer and you should automatically reconnect back to me.
Jones: It might take few minutes to run Norton removal tool as it will remove Norton files, traces so that we can check whether issue is related to Norton installation.
Jones: Norton program is now uninstalled from your computer. Could you please check whether you’re able to retrieve mails now.
Jones: I would like to help you with this issue but we seem to be having technical difficulties. Please respond if you are still there and require assistance.
Jones: As I’m still not seeing any response from you, I will have to close this chat session. You can reach me at casemanager@support02.norton.com to let me know when we can continue, and I’ll make sure your email is acknowledged through a phone call. Please don’t forget to include your case reference number and preferred date and time for a callback, so that we can ensure we establish contact with you. Your case number is 500892283 .
Thank you for contacting Norton Support.
Jones: Analyst has closed chat and left the room
Symantec_Chat_End