advanced_tool_log: Email with reconnect link has been sent to:swizzler@tri.net

advanced_tool_log: If you get disconnected, click the link to reconnect to the same chat session.

Satish: You are being transferred to Satish.

Satish: Welcome to Norton Support, my name is Satish, Can I please have a minute to go through the information you have provided?

Mr. Sam Switzer: ok

Satish: Hi Sam, I see that you want to run comprehensive scan on your Computer. Am I Correct?

Mr. Sam Switzer: yes, but every time I try it wants to run a backup, which I don't have the space or time for

Satish: Thanks, your case number is 498977950 , please write this down.

Mr. Sam Switzer: ok

Satish: Are you chatting with me from the computer that has the issue?

Mr. Sam Switzer: no

Mr. Sam Switzer: it has viruses

Mr. Sam Switzer: i mean, norton 360 is antivirus software, I've worked on computers for most of my life, I've built too many to remember and write web pages in notepad, if i'm having trouble figuring out how to run a virus scan, I think there's a problem with your software

Satish: Sam, I can connect to your computer and work to resolve the problem from here, while you sit back and watch. 
This is a secure connection, and I won't access any personal information on your computer. If at any point you are concerned, you can disconnect me by clicking on the [End] button. I'd encourage you to view the troubleshooting from your end. 
If for any reason you need to leave your computer, let me know via the chat window and we'll disconnect the remote session and resume once you're back.
Shall we go ahead with the remote connection?

Mr. Sam Switzer: no. this isn't the same computer

Mr. Sam Switzer: I just want to run a virus scan without messing with backing up the system, this is a basic task

Satish: Sam, I will provide you the steps to Run a Comprehensive Scan on Norton 360. Is that ok with you?

Mr. Sam Switzer: I hit Run Scans > Comprehensive scan > and then it opens up backup settings, What?!

Satish: Please follow the steps to Run a Comprehensive Scan on Norton 360.

Satish: Start Norton 360. 

Satish: In the main window of Norton 360, click Scan Now. 

Satish: Select Comprehensive Scan, and then click Go

Satish: When the scan completes, click Close. 

Mr. Sam Switzer: where is the scan now button located, I'm not seeing it

Mr. Sam Switzer: ok I found it

Mr. Sam Switzer: it brought me to the same window I was seeing before, and once again hitting go opened up backup settings

Satish: Okay.

Satish: Please configure the backup settings window.

Mr. Sam Switzer: NO! I don't have the space to do a backup, I just want to do a virus scan, I mean its not called "Norton Backup Manager"

Mr. Sam Switzer: can I skip it?

Satish: We have to configure the backup settings to run a comprehensive scan on Norton 360 Program.

Mr. Sam Switzer: can I skip it?

Satish: No Sam.

Mr. Sam Switzer: so norton 360 cannot scan for viruses

Mr. Sam Switzer: am I correct?

Satish: Sam, let me explain you.

Satish: When you run the comprehensive scan it will scan the files using the  Norton Server's.

Satish: So when you run the scan it will prompt you to save the back up settings and then it will connect the Norton program with the Norton account.

Satish: So I request you to just open the manage back up sets window and save the settings.

Satish: It will prompt you to enter your Norton account password.

Mr. Sam Switzer: no a virus scan works by first downloading a set of "virus definitions" these contain information on the 'symptoms' of a virus and how to remove the virus. Then the computer scans the system for items that match these definitions, and flag them for severity. A comprehensive scan is different in that it scans non-indexed locations such as the Windows directory and System Registry. None of this has anything to do with an online server backup, and the said backup should not be required for normal operation.

Mr. Sam Switzer: the Issue is that I can't run the scan without running backup. Resolve the issue, please

Satish: Please try to connect form that computer by using this steps.

Satish: To set up a connection:

1. Open a new page on your Internet Explorer browser 
2. Now, copy and paste this link http://help.norton.com into your Internet Explorer address bar
3. And, then enter in the 6 digit pin code 932374 and click [Connect to technician] 
4. You will now see a prompt to accept the connection. Please click on [Yes]. It may take a few minutes for me to connect.

Satish: If you’re not able to open the webpage then please open the link    http://www.symantec.com/norton/support/contact/lmi.jsp  on Then, when the page loads, use the pin code 932374.

Mr. Sam Switzer: sir, no I won't

Mr. Sam Switzer: i've seen the norton technicians

Mr. Sam Switzer: they aren't that good. they just repeat a non-working step over and over and over for hours on end, no matter how many times it fails. after 3- 4 hours they transfer you to a "supervisor" who may or may not show up, I've personally never had one show, so the computer remains unresolved

Mr. Sam Switzer: I'm not asking for much, just instructions on how to run a comprehensive virus scan without backing up first, for an antivirus program this shouldn't be difficult, especially one as large as norton

Satish: Sam, we unable to run the a comprehensive virus scan without backing up first.

Satish: We have to configure the backup settings to run a comprehensive scan on Norton 360 Program.

Mr. Sam Switzer: I just want to run a virus scan

Satish: Sam, We have to configure the backup settings first  to run a comprehensive scan on Norton 360 Program.

Mr. Sam Switzer: I can't, so i'm afraid I can't be helped. My issue will go on unresolved and I will continue to steer customers away from the horrible product that is norton 360 (norton av is still pretty good though)

Mr. Sam Switzer: good day.