Security and Anti-Virus

[vahall5]

I keep receiving the message of No Connection for my Norton.  Yesterday I even uninstalled the software, used the tool to remove it completely - verified that it was no longer on my laptop - reinstalled it - activated it and all was fine.  The icon was even in my system tray with the green check mark.

Today, when I sign on ... the shortcut on my desktop says NO CONNECTION - it is no longer in my system tray - when I click on the shortcut, nothing - i look in my list of programs, it is there with an install date of May 2011, the one i completely uninstalled yesterday  ( and not June 27, 2012 ) - when i click it, again ... NOTHING.

when I look at Constant Guard, it states that it is installed.

H.E.L.P. .... why does it keep disappearing?  I am using Windows 7

[USAF_E-8_RET]

Hi vahall15,

Firstof all please check that your system time, date and time zone are correct.  If they are then continue.

Have you tried to uninstall the Norton in your Programs & Features from May 2011 - or is that the one you uninstalled yesterday, verified it was gone and then reinstalled it?  What did you use for the reinstall?  A copy you had on your system or did you obtain a fresh download from here:

http://xfinity.comcast.net/constantguard/Products/​CGPS/norton/

Please note - on the popup, click on the No Thanks for the Constant Guard Protection Suite.  That will reveal the Get it Now button which will begin the download for Norton Security Suite.

[vahall5]

system time, date and zone are all correct

the may 2011 is the one that i uninstalled yesterday ... even used the Norton uninstall tool and I got a fresh copy to install.  say no to Constant guard and got the get it now button ... it installed great, i even initialized and i was protected!  today ---- everything is GONE! and Norton is listed in program list with the 5/11 date.

even constant guard has the install date of june 27, 2012 ... but when i click it to access it ... NOTHING!

[USAF_E-8_RET]

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vahall5 wrote:

system time, date and zone are all correct

the may 2011 is the one that i uninstalled yesterday ... even used the Norton uninstall tool and I got a fresh copy to install.  say no to Constant guard and got the get it now button ... it installed great, i even initialized and i was protected!  today ---- everything is GONE! and Norton is listed in program list with the 5/11 date.

even constant guard has the install date of june 27, 2012 ... but when i click it to access it ... NOTHING!

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Understand  -  fresh install of NSS = install date of May 2011.  All date/time is correct. 

Ok back to basics - which operatng system Vista or win 7) are you on and which SP?

On main page of NSS, go to Support > About and tell us the Version number.

Please go to main page of NSS, click on Support and then select Get Support?  What are the resultsof that scan/fix?

Is your system a Levono.

I'll be waiting your replies.

[vahall5]

Ok back to basics - which operatng system Vista or win 7) are you on and which SP?

i am on Windows 7 ..... SP?  is this service pack?  if so, then I am on SP 1

On main page of NSS, go to Support > About and tell us the Version number.

that's just it ... i can't even open a session of NSS to get to their main page.  although i see it under my program list - when I try to open ... i can't.  Constant Guard states that it is installed and gives the option to open NSS ... even when I click the link it does not open.  It does state that my NSS is at risk!

so basically ..... it shows as installed on my laptop ... but has a NOT CONNECTED error .... and I can not open the program at all, so I can't even get to the program! 

Is your system a Levono. i have a gateway NV53 laptop

[USAF_E-8_RET]

Thanks for the feedback - you missed telling us what type of laptop you are using?

HP? Lenovo?  Dell? Etc.?

[CCCarole]

I think he said a Gateway laptop?

[USAF_E-8_RET]

Thanks CCarole - they must have edited it as I was posting!

[USAF_E-8_RET]

@ vahall5,

Please hang in there, I will try to contact some of my contacts at Norton and see if they have any idea what coould cause this - it may take over the weekend as this is Friday!

[vahall5]

thank you for all your help. i will await your response next week.  in the meanwhile I guess i have to keep on deleting and readding the program in order to be protected while on the web.

Ms. VAHALL5

[vahall5]

have you heard back from anyone from Norton? 

[USAF_E-8_RET]

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vahall5 wrote:

have you heard back from anyone from Norton? 

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I am sorry to have to say Ihave not heard back - I sent 2 PM's one on the Comcast Forum and one on the Norton forum and my contact has not opened either of them as of 2 minutes ago.   All I can figure out is thathe is out of town on business or on vacation.

I will get back as soon as I get a response.

[USAF_E-8_RET]

There is another removal method we used in the following thread that vorrected the problem that individual was having.  It is a diofferent problem than what you are having, but may clean out the outdated program which appears to be causing your trouble:

http://forums.comcast.com/t5/Security-and-Anti-Virus/Norton-Security-Suite-Not-Installing/m-p/133436...

Please let us know if you try this and the results.

[vahall5 · Accepted solution]

i thank you for all of your assistance with this issue.  yesterday I removed and reinstalled NSS one more time.  The icon now appeared in my tray with a green circle and white check mark.  That was yesterday, and as of today Norton is still installed ...  so all looks well. 

We can consider this matter closed.  Again, thank you very much!

[USAF_E-8_RET]

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vahall5 wrote:

i thank you for all of your assistance with this issue.  yesterday I removed and reinstalled NSS one more time.  The icon now appeared in my tray with a green circle and white check mark.  That was yesterday, and as of today Norton is still installed ...  so all looks well. 

We can consider this matter closed.  Again, thank you very much!

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Great - I have never encountered the situation of the old date before - just curious, did you use the removal I suggested last, or the uninstall, run the NRT and reinstall?

[rkassnel]

Just wanted to weigh in here to say that I've had this issue twice now requiring complete uninstall/reinstall. After the first time everything was okay for several weeks, then all of a sudden "no connection." Bottom line don't be so sure this is closed. Just had to repeat the uninstall/reinstall this weekend. Very annoying. I'm running Windows 7 on a lenovo t420. Would love an explanation and permanent fix for this.

[USAF_E-8_RET]

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rkassnel wrote:

Just wanted to weigh in here to say that I've had this issue twice now requiring complete uninstall/reinstall. After the first time everything was okay for several weeks, then all of a sudden "no connection." Bottom line don't be so sure this is closed. Just had to repeat the uninstall/reinstall this weekend. Very annoying. I'm running Windows 7 on a lenovo t420. Would love an explanation and permanent fix for this.

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Just curious - do you have a progam named RapidBoot installed - comes installed with some Lenovo's and has caused problems in the past.  If so, remove it and see if that helps.

[rkassnel]

Thank you for the idea. I like the rapid boot feature, so what I did was update my version of RapidBoot from 1.11 to 1.23.  Hopefully this will solve the issue. If not, whose issue is this: Xfinity or Lenovo?

[USAF_E-8_RET]

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rkassnel wrote:

Thank you for the idea. I like the rapid boot feature, so what I did was update my version of RapidBoot from 1.11 to 1.23.  Hopefully this will solve the issue. If not, whose issue is this: Xfinity or Lenovo?

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To the best of my knowledge there was a post awhile back onnthe Lenovo Forums telling folks to remove RapidBoot and not to reinstall it.  You'll have to check the Lenovo Forums - I do believe it is on Lenovo as their forum suggested the removal.