Being bumped back to desktop every few minutes

I recently installed Norton 360 2.0 and have had no success contacting them because I can't stay connected to the Internet long enough to wait in line. I am bumped back to the desk top every few minutes...even in Outlook Express...and when it happens I lose anything that I was viewing or working on. I don't know how to fix it. Any suggestions? Also Outlook Express does not allow sending messages until I reboot. I've talked at great length with Dell support and they think that they have fixed it but to no avail. Running antivirus/malware turns up nothing....or if it does Norton "fixes" it.
Any advice and help will be greatly appreciated. Looks like I stayed on long enough to get this message typed but then I type fast.
Thanks in advance.
Jack

 

Thanks, Attitude.....checking to see that the "system restore" was/is off was one of the first things I looked at before running another virus/malware scan. I just don't know what is causing the repeated and frequent log-offs of both the Internet and Outlook Express.

 

Hi Noah,

This is Mike from the Norton Authorized Support Team.


It sounds like there may be a problem with your internet modem or router. Try unplugging your modem/router for one minute and then plug it back in. When your connection is working again, launch Norton 360 and open the Norton Firewall and choose "Reset." Also, make sure that the Windows Firewall and Defender are disabled as they can cause conflicts with Norton 360.

In regards to the problem you are having with Outlook Express, make sure that you have all of the Microsoft patches applied to your system first. You will then need to configure Outlook Express within Norton 360.

I would also like to let you know that since you have a valid subscription to Norton 360 version 2, you should take advantage of the free update to Norton 360 version 3, which is highly recommended and should resolve both of the issues you are experiencing. Please NOTE, that while this process will update Norton 360 to the latest version, it will not extend your subscription.

To update to the latest version of Norton 360, please visit the Norton 360 Update Center at the link below.

Norton 360 Update Center

When the update process is complete, launch Norton 360 3, mouse-over the "PC Security" bubble and choose "Check for Updates." This will download and install any available product and definition updates and will also invoke the new "Pulse Updates' feature. The "Pulse Updates" feature will check for and install definition updates in the background every 5-15 minutes to keep your computer protected against the latest threats.

When the updates are complete, restart your computer. launch Norton 360 and perform a "Comprehensive System Scan" to ensure you do not have any infections.

Let me know if this process resolves the issues you are experiencing.

Thank you,
Mike

 

Thank, Mike, for the suggestions.
I did everything that you suggested and had a very difficult time downloading version 3. The prompts suggested uninstalling all Norton 360 products and reinstalling Norton 360 3.0 I did this THREE times and it never installed completely. Finally, thoroughly frustrated I scoured the Symantec web site and managed to stay on line for a "chat" with a tech. guy in India. I transfered control over to him and he, again, uninstalled everything Norton and reinstalled Norton 360 3.0. I unplugged my modum as you suggested, turned off Windows Firewall, ran a Comprehensive scan and more. But I still get logged off the Internet after a few minutes. Fortunately, I'm still connected as I type this but it could happen any second. My email is jmlindsay@charter.net
Please help. This is very frustrating and I wish that I had not purchased Norton.
Jack

 

Hi Jack,

I'm sorry to hear that you had issues with upgrading to Norton 360 version 3. I will tell you though that once you get it installed correctly, you will be happy with the product.

The installer for Norton 360 acted properly in removing the previous version, rebooting, and then installing the new version. However, considering you still had issues when doing the upgrade, I would like to give you the instructions to properly uninstall Norton 360 and do a clean install. Please carefully follow the steps below.

1. First, make note of your current Activation Key, which you will use to activate the clean install of Norton 360 version 3.

2. Click on the following link to download the Norton Removal Tool:

Norton Removal Tool and Instructions

3. After you run the tool, please restart your computer. Then log in to Windows again and run the removal tool again. Restart your computer after it is finished running the second time as well.

4. Click on the link below and then click on the "Download" button next to Norton 360 to download the latest installer.

Re-download Norton 360 version 3 installer

4. If the installer does not begin when you restart your computer, double-click on it to begin the installation, which should take approximately 1-2 minutes to complete.

5. When the installation is complete, launch Norton 360, mouse-over the "PC Security" bubble and choose "Check for Updates."

6. When the updates are complete, restart your computer, launch Norton 360, and again perform a "Comprehensive Scan."

If you still experience the same problem with connectivity, it could also indicate the presence of a deeper infection. In this case, restart your computer into Windows Safe Mode, launch Norton 360 and perform a "Comprehensive Scan" again to see if there are any infections detected.


Please try this method and let me know if you experience any issues.

Thank you,
Mike

 

Hello Mike,
(This is the third try to write this before I am bumped off the Internet and back to the desktop.)
I appreciate all that you suggest but I have uninstalled and installed Norton 360 FIVE TIMES already. I don't know if I'll finish this note before being bumped off again!
After waiting 48 minutes on your phone support line, I spoke with a technician who gave me the same instructions as you. Again, they didn't solve the problem. I called again and reached a young woman in the Philippines. She wanted to "take control" of my computer, I agreed. But after a few minutes the Internet connection was lost and she didn't accomplish anything. I gave her my phone number and email but never heard from her again.
I'm learning to hate Norton 360

 

Hello Mike,
I have contacted the support group by email. They either can't read English or they simply ignore my problem. They have sent three messages that I should log onto the Norton "chat" at http://www.norton.com/chat4help. They don't seem to understand that I am unable to stay on line long enough for a "chat" to be effective. I have tried to fill out the form to join the chat but am kicked off line before I can finish it. AARGH!!!!

 

Uninstall Norton and put the free Avira Antivir on for a few hours. Activate the build-in Windows Firewall. Then contact that Norton Chat. Or give them a powder in thier own forum.

Avira Antivir: http://www.free-av.com/
Norton forum: http://community.norton.com/norton/

 

Thanks, Cordialis, for clearing the fog and providing an obvious answer for reaching Norton. I shall do it this morning.

 

You're welcome. :-D

 

Remember to deactivete Norton from the icon in tray before uninstalling. Right click on the icon and use the little menu to shot Norton down. Also here's a link to the speical Norton uninstaller. You'll find that it's an extra help after the ordinary removal via Add/remove programs: http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039

 

Hi Noah,

I'm sorry to hear that this issue is still persisting.

I'm not sure by your responses if you had tried the proper, full removal method that I had listed in Post # 6, but In order to determine if this issue is being caused by Norton 360, please just follow the steps below, and then see if you still experience the same problem.

1. First, make note of your current Activation Key, which you will use to activate the clean install of Norton 360 version 3.

2. Click on the following link to download the Norton Removal Tool:

Norton Removal Tool and Instructions

3. After you run the tool, please restart your computer. Then log in to Windows again and run the removal tool again. Restart your computer after it is finished running the second time as well.

4. Now, please try to get onto the internet using IE, Safari, Firefox or another compatible browser and let me know if you still have the same problem with it bouncing you back to the desktop and disconnecting your internet connection.

I suspect that either there is an infection causing this behavior, a software/driver conflict or a problem with your ISP. If you have not already contacted your ISP to check your line, I would suggest that you do so to eliminate your connection as the source of the problem.

Please let me know the status after following the above steps.

Thank you,
Mike

 

Thanks, Mike, for your attention to my problem. However, it is an ongoing nightmare that has devoured hours and hours of time. The resulting frustration is that I have uninstalled Norton 360 for the last time and have requested a refund. I have found another antivirus program that is extremely effective and considerably more user-friendly.
Enjoy your week.
Jack