Norton Protection Center Bug

Question

I am running Symantec Anti-Virus Corporate edition client (10.0) and just installed Norton Personal Firewall 2006.  The new 'Norton Protection Center', which is a component of the Firewall program, says I do not have any anti-virus software installed on my computer and keeps giving me alerts.  I have turn the alert off, but I am wondering why the program would refuse to recognize the company's own product!!!!?????  This seems like a bug.  Unfortunately there no longer seems to be an option to email Symantec support on their website, just an automated assistant (that found no problems) and the knowledge base, which makes absolutely no mention of incompatibilities.   Anyone know what's up with this?   Ken   Dell Inspiron 600M 512MB Ram, 1.6 MHZ, 40GB hard drive Windlows XP-SP2 (all hotfixes applied)

Phil8400 · Answer

Ken, I have also noticed a bug in the Norton Protection Center.  I have NAV2006, but the core is the same. Mine shows a red X all the time because of Windows Update not being turned on - which it is, but I disabled this under the 'Alert Option' menu.  The thing wont go away.

kenp2002 · Answer

Yes there seem to be some bugs.  Unfortunately we have three other problems:   1-the software is very new and others probably have not found the solutions yet   2-this forum is not very responsive to these types of questions (it seems totally dedicated to removal--my post has been up for almost two weeks and you are the first to respond!).  In fact, my post was litterally buried by others within an hour of my posting.  I may go back to software-other since there is zero response here.  Dell needs a virus program (NOT removal) forum!!   3-Symantec has all but abandoned customer support in favor of the knowledge base--if your problem does not yeild a hit you are up the creek without a paddle (unless you want to pay for telephone support)     Ken

Phil8400 · Answer

Actually, there is a email tech support link:   https://www-secure.symantec.com/techsupp/nis/nis_2006_contact_tscs_solve.html click on 'Free online email support'   Email them your bug report...I did.  Hopefully, they will address this through Live Update.

kenp2002 · Answer

Thanks...it's interesting you found this.  I have used email support for years and this link was not there when I made my post two weeks ago.  Only the automated support assistant, the paid support, and the knowledge base were available !   In fact the entire site has been changed since I last logged on--new look, new links.  Glad they decided to add this back in!!  I had just assumed they eliminated it when it was not there.   Ken

Phil8400 · Answer

Did you email them your bug report? I have.

Essentially, I explained that there is a bug in NortonProtectionCenter and how it does not remove its alert about Windows Update after I set the Alert Option to off.

Are you able to reproduce my problem? Can you try for me? Just turn off Automatic Updates in Windows, and uncheck "Show Windows Updates alerts" from alert options.

I would try to reproduce yours, but I don't have NPF. However, does the ProtectionCenter icon still show a red X even after you turn off the alert? What about the above Windows Update?

Phil

VirtualBlah · Answer

@Ken

The Symantec Corporate AV isn't supported by the Norton Protection Center. The consumer versions of the Norton AV/Firewall should work for a few years back and for 2006 products as well though.

@Phil

Have you tried using the Fix button? Does the problem not go away?

From your description of reproducing the issue, it seems like everything is working as designed.

"Just turn off Automatic Updates in Windows, and uncheck "Show Windows Updates alerts" from alert options."

The "Show Windows Updates Alerts" being checked or unchecked will prevent the Mini-UI from popping up when that setting changes. The Norton Protection Center should be accurately reporting the status of your Windows Automatic Updates always, but doesn't pop-up for that reason if you have the alert unchecked.

To see the behavior I'm suggesting try the following:

Check the "Show Windows Updates Alerts" with Windows Updates turned on. Now turn off Windows Updates. Notice how an alert pops up on your screen.

Uncheck the "Show Windows Updates Alerts" with Windows Updates turned on. Now turn off Windows Updates. Notice how an alert does not pop up on your screen.

Message Edited by VirtualBlah on 10-26-2005 05:29 PM

Phil8400 · Answer

Indeed this is precisely the behavior I am describing.   If you are right and that the red 'x' is indeed supposed to remain and that only the 'toaster' popup is eliminated, then this is a weak feature - IMHO.  I would like to see something more along the lines of the XP SP2 Security Center that eliminates the nag warnings and the icons in the systray when warning dialogues are unchecked.   That said, I got the email reply from Symantec today:   Hello Phil,   Welcome back to Symantec Technical Support.     Please allow me to apologize for the difficulties you have recently encountered.   Phil, please note that Symantec is aware of this issue, and a new program update patch will be released soon to fix this issue.   Let me know if your issue has been resolved, or if we can be of further assistance.   Regards,   Kuldeep Symantec Authorized Technical Support

VirtualBlah · Answer

I didn't design it, but that is the intended behavior.  You could try moving the deskbarband to the systray, and then it will disappear until there is more activity.    The toaster behavior is supposed to be analagous to the nags of WSC, and moving the deskbarband to the systray will give you the standard idle systray behavior (like WSC uses)   Otherwise, hopefully your concern will be addressed in a forthcoming patch.

kenp2002 · Answer

Yes it seems that with all the scenerios possible for the Protection Center to be wrong (like not recognizing their OWN AV program installed on the same computer--that just seems downright silly regardless of the 'corporate/consumer' issue...that's just a smokescreen for laziness)...that there would be a way to totally and completely shut off the protection center, or uninstall the module.  What good is it if you have a situation where you have to ignore the alerts anyway!

VirtualBlah · Answer

'that there would be a way to totally and completely shut off the protection center, or uninstall the module.'   You can disable the Norton Protection Center service if you want to disable the functionality completely.  There should be a KB article floating around regarding that.  In short, right click my computer, manage, go to services and applications, double click services,find the Norton Protection Center Service, right click, select Properties, set startup type to disabled, click stop and then apply.      I can't necessarily justify all of the scenarios, but I can offer what knowledge I have to help remedy issues you may encounter within the scope of what's available.  Good luck.

Phil8400 · Answer

Are you affiliated with Symantec in any way?:smileytongue:

VirtualBlah · Answer

Yes, I was one of the developers of NPC.  Now I'm just trying to do my part to make the end user experience better since it is a new product and the intentions and complete functionality aren't always readily apparent.

RLRobbie · Answer

There is a problem with just disabling the service, I receive a bunch of DCOM error in my System log. Is there a way we can disable it AND not have those errors?   Robbie

VirtualBlah · Answer

Not that I know of.  I haven't seen those errors in the logs before, but I'll attempt to look into them.  Are you talking about the Event Log?

KTC · Answer

How can I disable or uninstall Norton Protection Center, but leave Norton AntiVirus 2006?

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Norton Protection Center Bug

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