SC + Norton Internet Security 2006

[gcmjames]

Has anyone had any problems with clients running Norton Internet Security 2006?

I have a customer who's NIS 2006 crashes whenever he tries to establish a support session with me. It doesn't come up and ask if he wants to allow or deny access, it just crashes. The icons disappear and I can't bring up the nmain.exe interface. When NIS 2006 crashes, so does everything related to it, such as e-mail scanning (and thus, sending and receiving).

Here's my story...

I did not deploy or implement this solution (using VNC + Single Click for remote support). One of the other guys in the shop came up with it. We call it the "GCM Support Tool". It works great, we've had several customers who use it. The way we have it set up, they go to our website, download the app, run it, and it brings up a list of technicians to connect to. They double-click on my number, and very shortly I'm looking at their desktop.

I don't know how it's set up, I don't know how customized it is, and I didn't even know it was called "Single Click" until now. I relayed this issue to the guy who implemented it and he told me to come here and ask you all if you've ever seen any issues with SC + NIS 2006. So here I am!

Customer running XP Pro SP2 with NIS 2006. He's connected to a 2003 server with DHCP, DNS, WINS, etc. The default gateway is a Linksys Router, so the 2003 server is NOT acting as a gateway. I can run VNC on another user's computer on the same network, but not this guy's.

He called me with a problem that his e-mail wasn't working, he couldn't send or receive. I had tried to get him to run SC the day before, and it wouldn't work. So I logged in with Remote Desktop to check out what was going on with his e-mail. First of all, sure enough, it wouldn't send or receive. Whenever I've seen that in the past, it's almost always been a NAV/NIS issue. So I looked down at his tray to see if I could open up the config, and disable/reenable his e-mail protection. But what I found was that the program was not on his tray. Hmm… maybe a remote desktop thing?

I dug into his Start Menu and found it there, and tried to run it. Nothing. So I clicked on it again, and the second time, it would come up. But it would just come up with a partial window, just a few border elements but no text or buttons. I had to end task on it to get it to go away.

Then I dropped down to a command prompt and ran a "restart -r" to reboot his PC. After his PC came back up, I checked and there was Norton again, like it should be. I ran the interface and it came up normal, with all the buttons and text, like normal. Okay, great! Let's try Outlook. Sure enough, works great, sending and receiving just fine. Allright, what about VNC? Run it and it just sits there trying to connect after selecting the technician. Guess what else? Boom, the Norton icons disappear from the system tray and I'm back to not being able to run the NIS interface again. Not only that but I have to close SC, it tries to stay running.

So… somehow SC seems to crash Norton Internet Security 2006. Not only that, but it won't seem to connect at all if NIS 2006 is running.

Now what I haven't tried, but I'll try it when I go there tomorrow, is disabling NIS before running the tool. Another thing I might try is manually adding it to the list of allowed apps. That might be enough to let the tool run without crashing Norton, or at least it might allow the tool to run in the first place.

Anyone have any similar experiences? Or is this guy just unlucky?

[redge]

for bypass Firewall
use SCIII instead of SC
[topic=3421][/topic]

[sales510]

Single Click seems to work on just about anything for me.....
You can always have them Disable the Nortons and then try. If it still occurs you know it is something else causing the issue.

[dodo]

for bypass Firewall
use SCIII instead of SC
[topic=3421][/topic]

Redge

I'd used SCIII but not bypass NIS 2006!!
Then only one thing to make it work is to disable the firewall.

Dodo

[redge]

[topic=6396][/topic]