Security and Anti-Virus

[GE90115B]

Currently on the "Constant Guard" website only V4 Norton Security for Mac is available which is not compatible with OSX 10.7. Is there any estimate for when Comcast might release V5? Norton has had it available for at least two months. Given than over 50% OSX users are on 10.7 it does not make very much sense to hold the release of V5 of Norton Security for Mac. 

[USAF_E-8_RET]

You can go to the Mac Products Board on the Norton Forum and ask the qustion making sure that you specify that it is for the Comcast Mac Download.

http://community.norton.com/t5/Norton-for-Mac/bd-p/norton_mac

I would also ask you to double check your suggestion that it has been released for at least 2 months (it was announced Sept 29th) and according to Norton less than 1 in 6  users are on 10.7.  This info is in the first post  on the board I linked above.

[Dougal70]

Regardless of when the Norton products for OS X Lion were announced, they are available.

The number of OS X Lion downloads is in the millions, according to Apple.

Community.Norton isn't likely to know when Xfinity/Comcast will make the new releases available as part of "Constant Guard".

How about just letting Mac users know when Xfinity will make Norton Internet Security 5 and anti-virus, for OS X Lion, available in the "Constant Guard" program.

Thanks

[macguruguy]

I too would like to know when Comcast will offer Norton Security v5 for Mac OS X Lion users.  I have been running betas and trialware in hopes that Comcast would update its offering soon, but this has not been the case.  Could you please let us know when the software will be available?

[Jimboroonee]

Yes, I too would like to know if Comcast will make Norton v5 for Mac available to us Lion users.  Does Comcast answer these message boards?  If so, that would be great to find out.  Currently, I'm trying to weigh my options, or at least try and discern what they are.  So any useful information would be much appreciated.

[macguruguy]

Apparently we have to fill this board up to get their attention or something.  Comcast is so slow to respond to its customers.  You would think that for the premium price we pay for their service that they would be a little bit more responsive.  I can tell you that if another cable company were to come into this area with lower prices, Comcast would lose my business completely.

[lgelfand]

I'm another one who's been monitoring this board hoping to get an idea when Comcast is going to roll out NIS 5 Mac.  It shouldn't be a difficult question.  By the end of this year?  First quarter next year?  Please give us an idea when we can expect it.

[USAF_E-8_RET]

I PM'd a Comcast employee yesterday hoping for some info on this topic. 

I understand your frustrations and interest, as we've been thru this same waiting period with Windows users and their upgrades.

As soon as I hear something I'll post it, or perhaps my contact will post info - if they have it available.

[SgtRich]

Count me in as another user who is waiting for Comcast to upgrade to Norton Security for Mac version 5, so that I can install it on my Mac OS X 10.7 system.

[ShivSena]

Is there any moderators here who can get the information from Comcast security and share? I too have been waiting for this release for about 2 months now

[Spock30725]

I am waiting for the updated version as well.

[USAF_E-8_RET]

OK everyone, I have notified our admin, requesting info - may hands are ties.  I can not get info if no one from Comcast responds.  Sorry!

[GE90115B]

Thanks for trying to find an answer. My understanding is that Norton created a new activation system for NIS 5. Thus its likley it will take longer to modify for use by Comcast. However, that is speculation on my part.

[USAF_E-8_RET]

I received the following from a Norton employee (who is also a Comcast customer and does post on the forum occasionally).  It's probably not what you were wishing for, but it's the best info I can get for at this point.

"For Lion we are having them install the product already available on the comcast site. It all works except for some of the web conponents. A new version for Comcast for lion is in the works but I don't have a public eta yet"

[ComcastLarry]

I reached out to our Constant Guard team for a update on this questions. Once I get word from them I will update this thread.

[BlazingDyno]

The current Norton for Mac on Comcast site does not work for 64 bit OS X LION, only 32 bit Mac versions. Comcast should have been ready for this - Norton was!!

[benchang]

I downloaded and installed Norton from Comcast yesterday on my Mac running OS X 10.7.2 (Lion).  So far it seems like everything works.  I noticed the website said it wasn't compatible with Lion which is the only reason I was looking around online.

BTW there is no such thing as 32 bit Lion so why even say 64 bit Lion?  Also, any 64 bit OS will run 32 bit applications.

Have you guys actually tried installing it?

[macguruguy]

The point is that the manufacturer states it is not compatible, AND has a current release which is compatible.

[GKChen]

It's been almost ~6 Months since Norton Security for Mac V5 is available for public.  When can we expect to see this for the Comcast subscribers that are running OSX 10.7 "Lion" ?  Does Comcast expect us to downgrade back to "Snow Leopard" so that we can use the security features???

[iDaMan]

Do us Comcast customers get Norton for free? I have a MacBook Pro running OS X Lion. 

[macguruguy]

When they release the Lion version -- that's what this post is about.

[Jacusian]

I am running Lion 10.7.2 and have wasted an entire day until finding the incompatibility with 32 bit Norton Security.  Finally arrested for time being, my problem started with constant stream of

AM Kernel: hfs: set linkcount=1 on vol...

AM Kernel: hfs: clear linkcount=1 on vol...

other diagnostics about Kernel Protection failure, after repeated restarts.

concurrently associated with Symantec references, diagnostic messages included:

"The system extension "/...cy_cy_driver_USB_Device.kext" was installed improperly and can not be used...

"The system extension hpPlugInInit.kext" was installed improperly and can not be used.."

finally a message from Norton came through in diagnostics:

"Norton AntiVirus Error, "Norton Antivirus Auto-Protect cannot run with the 64 Bit Kernel.

"please restart with the 32 Bit Kernel, then re-enable Auto-Protect."

since Auto-Protect is the primary protection from Norton software, it is pretty shabby

that Comcast & Symantec allow this defect to persist for months.

From other searches I learn that holding the 3 and 2 keys during startup, I can expect to get

32 bit kernel operation.  After one attempt at that, I learn that I have not achieved 32 bit

operation, though the constnat stream of Kernel [0] set, clear has stopped for now

So we are left to guess, how to workAround, e.g. simply set Norton AutoProtect off, not an obvious "solution", if perchance, valid?

How to tell if you’ve successfully loaded the 64-bit kernel in Snow Leopard:

I found how to know if I set for 32 bit operation:

from http://www.ahatfullofsky.comuv.com/English/Programs/SMS/SMS.html

I am beginning to look for an alternative anti-virus for Lion users, without this instability inserted into our systems, given the shabby attention from Symantec & Comcast both.  As a minimum, one or both outfits should put some techie onto this problem and keep us afflicted parties informed on a daily or weekly basis!

 UPDATE:

There is another site from May 2011 which writes that NIS v.5 is already available!  I follow it, but found I was led back to Comcast's own site which is releasing NISv.4.  This is the web site re. v.5:

http://community.norton.com/t5/Other-Norton-Products/Norton-Security-Suite-from-Comcast-Version-5-Co...

So now I'm left to chase down Norton help site by myself.  Thanks a lot.

[LoPhatPhuud]

The current version of Comcast/Norton Security Suite is 5.2, but this is a Windows inly release. As far as I  know, there is no version available for Mac Lion. The latest Mac version is v4.

I have no information on when a more current version will be released.

[Jacusian]

Subject: Re: Comcast Help and Support Forums New Message

From: Jack Truher <jack@truher.net>

Date: 2/8/12 3:03 PM

To: Community Mailer <mailer@lithium.com>

I notice that Shockwave has an interrupt to browser users , explaining how to set that extension to run 32 bit mode.

I see that is specific to the extension, which appears inn Get Info of Finder and available for Safari and Firefox as well, but not for any of the four NIS-4 programs.  I am running 10.7.3 now, and I get the same defective extension report at startup, for extension: "com_cy_driver_USB_Dvice.kext", and extension "hpPlugInInit.kext".  I expIained those symptoms of NIS-4 earlier today. With OS 10.7.3  have not experienced the runaway crashing with attendant Kernel reports

With OS 10.7.3 I haven't yet experienced the unstable, erratic, recurrent crashes with or due to r
Kernel log reports of "AM kernel: hfs: clear hardlink bit-1 on ...macHD", and "hfs: set hardlink bit..." alternating in endless sequence.

For recent months, I have endured loss of USB connect for mouse, and have had to use USB Magic Mouse
which is more reliable.

Thanks for reply

[Dougal70]

After watching this thread for months, now, it is clear that Comcast/Xfinity do NOT read, monitor, respond or are interested in this thread.

Norton Internet Security 5, for Mac OSX Lion, has been available, from Symantic/Norton for several months.

It appears to be currently available, from Norton, for a discounted price of $39.95 vs $79.95 (Norton website).

As unfortunate as this is it looks like this is the only way to obtain this program.

[macguruguy]

I've been using Sophos for Mac Home Edition.  It's not as complete as NAV or NIS, but it works and it's free.

[Jacusian]

On your point, that there is no real person reading this content, nor reacting.  That appears to be true.  I do think that this problem should be resolveable, given sufficient pressure by a few or many of us.  Comcast is in violation of it's contract obligations to us Mac Lion users.

No company can promise a compatible software package, with its revisions when available; and then not do so.  I will be investigating the $39.95 price, and simultaneously register a customer complaint, get a complaint number in process.  It would be appropriate to buy NIS-5 and then demand Comcast to cut their monthly charge by that amount to cover our cost for their neglect.

San Jose Mercury ACTION LINE, a comsumer pressure function, will also be soon informed.  At this moment, we don't know how long the new revision has been availablel, whether as beta perhaps, or some other excuse.  We do know that Lion users have not had a stable NIS for a year, and that alone is irresponsible, given Comcast's promise of Security protection.

There is always hope.

[kalyank]

As a warning to everyone, I had installed the existing Norton on OS X Lion (which was upgraded from Snow Leapord). Over time, I experienced several file system glitches and file corruption issues that disk utility was unable to resolve. I reinstalled OS X Lion and restored from Time Machine but the same errors would come up again. Finally I uninstalled the Norton and now I don't face the file corruption issues. I would strongly urge everyone to wait for the compatible version to be released by Comcast.

[BethKatz]

This is a customer-to-customer help forum. Complaining here may or may not get any attention. More likely not. 

There is a Macintosh part of this forum and some people have complained there as well. See this thread. 

You need to complain directly to Comcast. Try:

https://www.comcast.com/Corporate/Customers/contactus/ContactUs.html

[macguruguy]

Okay.  Now we are past Lion and on to Mountain Lion.  When will the software be provided?  This is ridiculous.  You advertise free virus protection, and do not provide it to all users.  That is a bit fraudulent, isn't it?

[USAF_E-8_RET]

---

macguruguy wrote:

Okay.  Now we are past Lion and on to Mountain Lion.  When will the software be provided?  This is ridiculous.  You advertise free virus protection, and do not provide it to all users.  That is a bit fraudulent, isn't it?

---

I am sorry I am not a MAC user and know nothing about the systems - however there is some information in the follwoing thread:  http://community.norton.com/t5/Norton-for-Mac/NAV-12-ready-for-10-8/td-p/761488 on the Mountain Lion and Version 12 - bear in mind that is the commercial side of Norton - which is not what you get on the "free Comcast side" at the same time. 

You are free to join the Norton Community and post any questions you may have on the Norton for MAC board.

[B---S---]

With all due respect:

I have watched this thread and the others relating since their inception around when Mac OS 10.7 was released.  I am frankly completely sick of the 'service-expert' who can't face the simple fact that Comcast advertises and provides the software >.< and our deal is with them, not Norton, not him, not anybody else.  Why would somebody go to the Symantec forums to cry about Comcast false advertising?  You, sir, have offered nothing but total runaround.  If you know somebody at Comcast, call them.  If you don't, pls stuff it.  Just say to us "yes you are getting screwed" at least, but don't patronize me-- I'm smarter than that.  We are very close to the release of Mountain Lion 10.8.3 (Lion nearing end of life at 10.7.5) and we've passed laughable into somebody should get punched.

Now my advice to all of us who actually are getting screwed here is simple:  A claim must be leveled in small claims court for the cost of filing and the cost of the software.  This must be filed SO COMCAST HAS TO ANSWER IN COURT 1000s or 10's of 1000's of times.  If contractually possible, a class action would be even better, but if they are as shrewd and sick in their minds as AT&T they actually can contractually remove your right to have a class action lawsuit, one of the few protections in the universe against a large corporation.

So, yes, in effect you can keep talking to this guy who I have waited 2 years or something now to see say more than go to Norton for Mac board, or you can go to court and file a claim for the price of the software + filing fees to make a point (my choice, but requires 1000s of people to get on board), or you can take it and shove it because that is the free market america we have.  Still using incandescent bulbs because thats what keeps the money and energy flowing.  That's finally starting to change some now but I was selling LED exit signs NEARLY 20 years ago when none of you knew LED.

I WATCHED A MAJOR ENERGY COMPANY THAT YOU ALL KNOW BUY THE TECH & PATENTS FROM THE PEOPLE I WORKED WITH AND THEN BURY IT.  LET ME BE CLEAR, IT SAVED 99.9% OF YOUR EXIT SIGN ENERGY COSTS x THE NUMBER OF EXIT SIGNS YOU HAVE AFTER THE COST OF THE MAINTENANCE CREW (PAID ALREADY ON STAFF IN MANY CASES) CHANGING THE INCANDESCENT ONE OUT FOR THE NEW ONE, WITH LED'S RATED FOR 50 YEARS BACK THEN BUT THEY SHOULD NEVER DIE.

Companies lobby to keep from having to do the changing over necessary, in conjunction with energy companies who, in the front, are trying to sell us on their efficiency while really they lobby to make as much money as possible >.<.  America is a bought and paid for turd right now and this comcast norton lie is just another example.

Lets get somebody important's name and ALL BOMBARD that person with communications, phone, email, etc.  I mean, this is plain old you get this when you buy this and they didnt live up, and we are talking about email and phone spamming campaigns to get what's ours.

You know who I am sure is not to blame, any comcast user.

Sorry but I have watched this forum since it was born and there is no excuse.  We dont have the legal power to do anything about it, so oh well.  Anyone who says anything else, or wants to sugar coat what's happening here, just stuff it with the other guy.

PROVIDE A LINK TO THE PROMISED DOWNLOAD SOFTWARE.  WHO IS RESPONSIBLE FOR NORTON PRODUCTS @ COMCAST?

"Go to Norton for Macs board and complain there" - Lol

WE SHOULD BE ABLE TO ENTER THE CODE GIVEN AT WINDOWS DOWNLOAD FOR OUR 7 COMPUTERS.  WHY DOES THIS NOT WORK?  IT COMES DOWN TO COMCAST DID NOT PAY NORTON FOR THE LICENSES THEY ADVERTISED AND SOLD TO US.  GOOD DAY.

[ikoiko]

I posted over on the Norton site. Here is their reply from October 31, 2012:

http://community.norton.com/t5/Norton-for-Mac/PLEASE-GET-NORTON-FOR-MAC-MOUNTAIN-LION-FOR-COMCAST-PL...

Without getting into details that are still under NDA, I can tell you that Comcast and Symantec are in contract negotations regarding this matter, and hopefully they will be resolved soon. However until the contract is signed, we cannot (legally, contractually) release any software for Comcast Xfinity customers. Stay tuned.

The situation sucks and Comcast continues to promote a product which does not function (update) for us Mountain Lion OSer's. Corporate greed at it's best.

[ikoiko]

Without getting into details that are still under NDA, I can tell you that Comcast and Symantec are in contract negotations regarding this matter, and hopefully they will be resolved soon. However until the contract is signed, we cannot (legally, contractually) release any software for Comcast Xfinity customers. Stay tuned.

[USAF_E-8_RET]

I actually posted the same thing in the following post on Oct 31. 

http://forums.comcast.com/t5/Security-and-Anti-Virus/Latest-update-for-our-MAC-users-on-Lion/m-p/146...

Unless a user's name is in RED on this forum, they are not Comcast employees and can do very little besides attempt to assist other customers by volunteering their time and knowledge - because most of us have been in the same shoes and not been able to get answers from Comcast.  We understand where you are coming from, but are merely messengers in this situation.

If you have something you want an answer to from Comcast yuo can go this route:

You can drop a note to Comcast corporate customer service (we_can_help@cable.comcast.com)?

For the quickest response, please include:
Your full name;
Service address;
Phone number & an alternate number if possible;
Account number;
A link to your post.?

[justlev]

Thanks for posting that contact information. Whether it was your intent or not, USAF, you have appeared to be a user apologist for Comcast during the many times users like I have scanned and searched for some difference in the status. During the past year, there has been a 2% increase in Mac market share. The Norton software that Comcast currently provides is, as you're aware by now, partially functional under OS X 10.7 and not at all under 10.8.

Comcast's claims are, at this point, criminal, and what you've seen here doesn't begin to take into account the Business Class customers affected by this problem. Contacting customer service is not the route I would suggest.Tweeting to @comcastcares is more public, and will garner more of a response, but it will take people actually going to the trouble of doing it and following through.

I haven't done so myself, and haven't bothered to organize that kind of response. If someone wants to take the banner up though, and makes an non-juvenile hashtag, along with a mature message, I'll join in. Even better if anyone with decent writing and personal skills also contacts a state attorney general or two where Comcast operates and instead of telling these people if something is legal or not, simply ask them. If they feel it is or might be, ask them to make an inquiry.

Norton wanting us to be patient is all well and good for them; their goal is to extract as much money for licensing as possible from Comcast. Comcast's is to retain and accumulate more subscribers and reduce churn. Make Comcast worry about that, and you'll light a fire. Do a half-assed job, and you'll empower them to delay further. Yes, I've done this kind of thing before, successfully, long before Jack Dorsey even thought of Twitter. You'll have to do better than just this site, though, to get the word out.

[Jacusian]

The problem is that Comcast CLAIMS to provide security protection for the home computers for comcast subscribers.  There is no declaration that Mac are not protected.  A Mac customer apparently learns this only from a message group like this.

My initial complaint to this message group was nearly a year ago.  The problem with Comcast is failure to perform to contract for Mac customers.  If Comcast were simply clear that it won't or can't offer free virus protection for Mac users, that would establish fair and reasonable performance to advertised service.  What is being done instead is dishonest.  Causality: obviously because to be truthful, Comcast would lose Mac customers at buy-in date.

There are workarounds:

On Mac, I followed advice I learned on this message group - I installed Sophos anti-virus nearly a year ago.  It found the virus on Mac recently even though it was a PC virus.  That's how I found the virus, then tracked it to the PC, and got rid of it there with free software just as good.  At this point, I wouldn't use Norton software again with good cause.

On PC lately Norton software has been sending nonsensical interruptions and nothing more. I found a virus on my Mac which migrated to my PC.  Norton missed it, while Mac Sophos found the virus and removed. I finally removed Norton software, and replaced it with a free anti-virus, anti-spyware by Microsoft Security Essentials, which is well regarded.  It works very nicely on my XP PC. I also ran a free anti-malware by Malwarebytes.com.

So I have abandoned Norton on both Mac and PC, and have alternative free anti-virus which works better.

The one thing Comcast has done right is to allow this message group to survive for the interest of its mistreated customers. 

I suggest we all write a joint petition to Comcast, proposing a settlement agreement, that all complaintants will receive one year free Comcast services of all kinds as punishment for pain and suffering of Mac using customer misery.

[robk1969]

Yup. thats what I did, and it is much more efficient and light wieght than Norton Memory bomb.