I had found a virus using the Norton ONLINE scan. My norton didn't pick it up; but I knew something was really wrong so I went to the website. I found and used the online scan and then used online tech support to remove the virus.
The Norton tech used the Remote Assistance.I am fairly sure she was in the registry and I am unsure if she clicked all the correct choices in the System Configuration Utility after she had me restart back in normal mode. While she had me in Safe mode; I could barely keep up with all she installed and uninstalled. I know she used a program called killbox and noadafear and several others..then uninstalled them. She left killbox behind when she uninstalled everything she had used.
She then sent me to another tech to uninstall/reinstall. WE didn't accomplish anything .... enclosing our chat.
Thank you both SO very much for working on this for me!!!!
Many Many Thanks!!
Chat with Symantec Tech (after the remote assistance to remove virus with a different tech) went as follows:
10/06/2006 Kaleem:Hi, thank you for contacting Symantec Live Technical Support. My name is Kaleem. How may I help you?
You: I am supposed to have you help me. I have been online with a tech for hours and now I need to uninstall and reinstall my Norton. I was given this link and there isn't supposed to be any charge since I have already paid once.
Kaleem: I understand from your message that you need help with reinstalling the Norton Internet Security (NIS) 2006 program. Am I correct?
Kaleem: Please let me know what exactly happens when you try to download the Norton program.
You: I have it downloaded and it wasn't working. I finally found the online scan and 2 viruses were found through that. I spent half the night with a tech getting rid of the virus and then was told to come here and uninstall/reinstall the whole program before using it again.
Kaleem: Okay. Please let me know if you have uninstalled the Norton program and also let me know if you have paid any charges in removing the Virus.
You: I DID pay charges in removing the virus, much to my distress!!!!! As far as uninstalling....or anything else...here is what I was told by the tech...
Kaleem: Yes Please proceed.
You: Aveen(Thu Oct 5 21:50:57 EDT 2006)>
It is absolutely free and they will assist you to uninstall, Redownload, Reinstall the Norton on your computer.
Aveen(Thu Oct 5 21:52:06 EDT 2006)>
I suggest you to contact Technical Service using this link:
Aveen(Thu Oct 5 21:52:07 EDT 2006)> http://live-symantec.custhelp.com/
Kaleem: Okay. Please let me know if you have uninstalled the Norton program from your Computer.
You: NO, I was told to come here and "get help with all of that' as you can see by what I just copied and pasted to you that the tech,
You: Aveen told me
Kaleem: Okay. Before troubleshooting this issue, I need to gather more information from you. This will help me to provide precise technical support. May I proceed?
Kaleem: Please let me know the list of all Symantec programs installed on your computer. This information can be obtained from the Add/Remove Programs applet of Windows Control Panel. To open the Add/Remove Programs applet window, please refer to the following steps:
1. On the Windows desktop taskbar, click on the Start > Settings > Control Panel.
2. In the Control Panel Window, double click on the Add/Remove programs applet icon to open the Add/Remove Programs window.
You: i have the add/remove window open
Kaleem: Please let me know the Symantec or Norton programs that are displayed there along with their year or the Versions.
You: Live Update 3.0 (symantec Corporation), Norton Internet Security 2006 (symantec Corportation), Symantec Client Components for Assisted Support, Symantec Technical Support Web Controls
Kaleem: Okay. Please let me know where was the Norton program purchased.
You: at the Symantec store online
Kaleem: Okay. Please let me know the Order number that you received while purchasing the Norton program./
You: it will take a moment to find..please wait.
Kaleem: Sure Donna.
You: Order Number: 757825113
Kaleem: Thank you for providing the requested information.
You: You're welcome
Kaleem: Can you please hold for 4 – 5 minutes, while I locate your order details in our server?
You: Order Number: 945807944 ......for some reason I have two; I had a problem with getting the whole download the first time. It has never worked correctly
You: yes, I can hold for you to get the required info...I need to walk my dog quickly...I will be back in less than 5 minutes.
You: I'm back
Kaleem: Okay. Please make a note from where you can download the program by providing the Order number and password by visiting the following URL link given below:http://www.symantecs...com/orderlookup
Order Number: 757825113
Kaleem: Is that correct?
Kaleem: I suggest that you uninstall the Norton product using the Norton Uninstall Tool and then reinstall NIS 2006 program.
Kaleem: You can download the Norton Uninstall Tools by visiting the following URL listed below:http://service1.syma...006031710323113
You: So i need to d/l that and then uninstall and then go to the "http://www.symantecs...om/orderlookup"
and reinstall from there??
Kaleem: Yes Donna, you are correct.
You: ok, thank you for your time and assistance
Kaleem: You are welcome, Donna. Can you try downloading the tool by staying Online?
You: Yes, is it complicated?
Kaleem: No Donna, I will try to send the link which should appear on your screen, please let me know if the link appears and I shall assist you further.
***** URL Received: http://service1.syma...006031710323113
You: yes, it appeared
Kaleem: Now, Please click on the Download button and click save and save it to your desktop.
You: Ok, it is on my desktop
Kaleem: Okay, Now, Please run the tool which will uninstall all the Norton programs at one go and let me know when you have finished running the tool.
Kaleem: Thank you.
Kaleem: Please let me know the current status.
You: I just got a message Symantec Removal Utility has encountered a problem and needs to close
Kaleem: Please note that this can happen if there are conflicts on your Computer and we need to clean boot your Computer and then run the removal tool to uninstall.
You: I thought that was what I had been doing all night.
You: what do I do now?
Kaleem: Please visit the link given below and perform a clean boot of your Computer and then run the tool and then reinstall the Norton program:http://service1.syma...001053014402339
You: Does this site have ALL the info that I need on it??????????
You: I have been working on this since 8pm EST and I am getting really tired....of Norton!
Kaleem: Yes Donna, it has all the steps to clean boot, please clean boot your Computer and then run the tool and then reinstall the Norton program.
You: OK....guess I have nothing to lose except maybe crashing my pc........and at this point; I don't really care.
You: thanks for your help......not your fault...but, pass along the message to SYMANTEC that I will NEVER install another product of theirs on my pc after (IF) I ever get my money's worth out of this one!!
You: end of conversation?
***** Kaleem Has Disconnected