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Q: Norton AntiVirus 2002 Problem ( Answered 5 out of 5 stars,   0 Comments )
Subject: Norton AntiVirus 2002 Problem
Category: Miscellaneous
Asked by: schmooz-ga
List Price: $10.00
Posted: 26 Oct 2002 08:56 PDT
Expires: 25 Nov 2002 07:56 PST
Question ID: 90164
Are there any known problems with Norton AntiVirus 2002?  I have been
trying for several days to send out a "mpg" 1mb file, which is a very
short media file.  I was able to receive this file by email but I
cannot send it out.  Norton tries to send it out and I see it finally
get to about 50% and then eventually I get the error message that
tells me that my server has timed out and to open my "Sent" file and
send from there.  I do so but even though it shows it sending again,
it is never received.  I have even tried sending it to myself and the
only traveling it does is moving from my Outbox to my Sent file. 
Earthlink is my ISP and I have DSL.  I called Earthlink and they said
that a mpg 1mb file should have no trouble being sent. I tried
dis-ableing Norton and the Norton send box still comes up and the same
thing happens. (I have a Dell Insperion with plenty of capacity.  I
use the professional version of Office XP and use Outlook)

1.  Can you help me get a phone number for technical help for Norton? 
I do not find a phone number on their site that gets me to a person.
2.  Is there a known problem with this version of Norton Antivirus
3.  Do any of you have any ideas?
Subject: Re: Norton AntiVirus 2002 Problem
Answered By: pwizard-ga on 26 Oct 2002 09:39 PDT
Rated:5 out of 5 stars
Greetings schmooz,

Being a user of Norton Antivirus 2002 (now 2003) and all previous
versions, I believe I can help you with your problem. It sounds like a
couple of different things are possibly happening here. Either Norton
is taking too long to scan the file and transmit it to your ISP so
your ISP is timing out, or there is some sort of lag between your
email client and your ISP. We'll need to do a bit of troubleshooting
in order to solve you're problem. We'll do this by utilizing the "ask
for clarification" feature. Please rest assured that I will work with
you until we can find a resolution as long as one is available and/or

Searching through help documents at Symantec's website, I found a
couple that mention your problem specifically. Let me list them for

"Email appears in the sent folder after Norton AntiVirus 2002 reports
that it cannot send the message"!!next=nav_2002_contact_tscs_solve.html&src=sg&pcode=

Excerpt: "You are sending email with "Scan outgoing email" enabled.
Norton AntiVirus returns a message that the server is not responding
and never sends the message. If you look in the sent folder of your
email client, you see the message, and it appears to have been sent."

That page refers you to this page:

Error: "Norton AntiVirus was unable to send your email message because
the connection to your email server was disconnected"

Excerpt: "Norton AntiVirus 2002 (NAV) is installed, and Email Scanning
is enabled. When you attempt to send email, you see the error message
"Norton AntiVirus was unable to send your email message because the
connection to your email server was disconnected." The error message
may also appear as "Norton AntiVirus was unable to send your email
message because the connection to your email server was interrupted."

Their solution is to reinstall the Symantec "redirector" drivers and
this page gives instructions on how to do so.

I would try this and see if it clears up your problem. If not, I would
try disabling the Norton OUTGOING email scanning only and make sure
that the email is sent successfully without Norton scanning it.
Sometimes things just get "clogged" up and it takes disabling it,
doing a fresh send/receive to clear the queue, then turning it back on
to return things to normal. I've had to do this on occasion myself.
Follow these steps:

To disable outgoing email scanning in NAV:

1. Exit any running email programs.
2. Start Norton AntiVirus.
3. Click Options.
4. Click Email under the Internet section in the left pane.
5. Uncheck Scan outgoing Email in the right pane.
6. Click OK.
7. Close Norton AntiVirus.

Lastly, I would probably run LIVE UPDATE and make sure you have
installed all PROGRAM UPDATES for Norton Antivirus 2002. They may have
released a patch that corrects your issue.

In regards to a support number for the product, Symantec does not
offer FREE telephone support for Norton Antivirus 2002. They offer
paid support at these numbers:

800-927-3991 at $29.95 per incident charged to your credit card. 
For Norton Antivirus for Macintosh, call 800-745-6036.

900-646-0007 at $2.95 per minute charged to your phone bill. 
For Norton Antivirus for Macintosh, call 900-646-0034. 

The only free support they offer is via online requests where they
respond via email. You can start that process here:

I hope that helps to solve your problem. Please use the "ask for
clarification" button if you need further assistance with this
question - I'll be happy to conduct further research if necessary.

schmooz-ga rated this answer:5 out of 5 stars
thanks - your help solved this problem but I will need to ask a
question about my newest Norton problem.  Please watch for my question
and help me out.

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