9:47 PM Connecting...

9:47 PM Connecting...
9:47 PM Connected. A support representative will be with you shortly.
9:47 PM Support session established with May.
9:48 PM You have granted full permission to May. To revoke, click the red X on t
he toolbar or press Pause/Break on the keyboard.
9:48 PM Remote Control started by May.
9:48 PM May: Hi, I am now connected on your computer. Shall we proceed?
9:48 PM Seyed Majeeth: go ahead pls
9:49 PM May has sent a link: https://webdl.symantec.com/?SASSERVER=lcdls.symante
c.com&LNG=ENG&BINARYTYPE=10&USEDM=1&TRANSID=%2F629236210%2FAt%2Bx5X0EU0CGYFKYNKP
721RKE57D%2F7UctmAAAUDCDw8mA%2FPf%2Bw9S2Y%3FLNG%3DENG%26overrideParameters%3D%25
2F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%25
26%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E
10:02 PM May: Please also note your case ID Seyed 17265501 , for future referenc
e.
10:05 PM May: We will fix this error Seyed.
10:05 PM Seyed Majeeth: ok
10:06 PM May: This error usually happens when a computer is affected by a threat
. We would run a scan using the Norton Power Eraser to make sure that your syste
m is clean.
10:06 PM May has sent a link: www.norton.com/npe
10:12 PM May: To fix this error 8505 100 ,we will uninstall and reinstall your
Norton product. We will Download and run the Norton Remove and Reinstall tool to
uninstall your Norton product.
10:12 PM May: CAn we proceed now/
10:13 PM Seyed Majeeth: sure
10:13 PM May: We need to restart your computer inot safe mode. As your computer
shuts down please do not manually close any Windows as your computer will be sav
ing settings that are required for us to reconnect. When your computer starts ba
ck up again we'll be able to continue to chat again in this chat window.
10:13 PM May: I will do it here in my end Seyed. Thank you so much for you pati
ent.
10:14 PM May is rebooting your computer...
10:14 PM Seyed Majeeth: do u want me to boot in safe mode?
10:14 PM Remote Control by May stopped.
10:14 PM Connection closed. Attempting reconnection...
10:15 PM Connecting...
10:15 PM Connected. A support representative will be with you shortly.
10:15 PM Support session established with May.
10:16 PM Remote Control started by May.
10:17 PM May has sent a link: https://webdl.symantec.com/?SASSERVER=lcdls.symant
ec.com&LNG=ENG&BINARYTYPE=10&USEDM=1&TRANSID=%2F629236210%2FAt%2Bx5X0EU0CGYFKYNK
P721RKE57D%2F7UctmAAAUDCDw8mA%2FPf%2Bw9S2Y%3FLNG%3DENG%26overrideParameters%3D%2
52F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2
526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E
10:19 PM May: We need to restart your computer inot Normal Mode. As your compute
r shuts down please do not manually close any Windows as your computer will be s
aving settings that are required for us to reconnect. When your computer starts
back up again we'll be able to continue to chat again in this chat window.
10:19 PM May is rebooting your computer...
10:19 PM Remote Control by May stopped.
10:20 PM Connecting...
10:20 PM Checking configuration...
10:20 PM Connecting...
10:22 PM Connected. A support representative will be with you shortly.
10:22 PM Support session established with May.
10:22 PM Remote Control started by May.
10:22 PM May: Welcome back.
10:25 PM May: Seyed, we will do some troubleshooting steps in your computer to f
ix this issue.
10:25 PM Seyed Majeeth: ok May
10:26 PM May has sent a link: www.norton.com/nrt
10:32 PM May: After running the LiveUpdate Seyed, we will restart your computer
and activate you Norton Program.
10:33 PM Seyed Majeeth: ok
10:34 PM May: We need to restart your computer. As your computer shuts down plea
se do not manually close any Windows as your computer will be saving settings th
at are required for us to reconnect. When your computer starts back up again we'
ll be able to continue to chat again in this chat window.
10:34 PM May is rebooting your computer...
10:35 PM Remote Control by May stopped.
10:35 PM Connecting...
10:35 PM Connected. A support representative will be with you shortly.
10:36 PM Support session established with May.
10:36 PM Remote Control started by May.
10:39 PM May is rebooting your computer...
10:40 PM Remote Control by May stopped.
10:40 PM Connecting...
10:40 PM Connected. A support representative will be with you shortly.
10:41 PM Support session established with May.
10:41 PM Remote Control started by May.
10:41 PM May has sent a link: https://webdl.symantec.com/?SASSERVER=lcdls.symant
ec.com&LNG=ENG&BINARYTYPE=10&USEDM=1&TRANSID=%2F629236210%2FAt%2Bx5X0EU0CGYFKYNK
P721RKE57D%2F7UctmAAAUDCDw8mA%2FPf%2Bw9S2Y%3FLNG%3DENG%26overrideParameters%3D%2
52F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2
526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E
10:47 PM May is rebooting your computer...
10:47 PM Remote Control by May stopped.
10:48 PM Connecting...
10:48 PM Connected. A support representative will be with you shortly.
10:49 PM Support session established with May.
10:49 PM Remote Control started by May.
10:52 PM May is rebooting your computer...
10:53 PM Remote Control by May stopped.
10:53 PM Connecting...
10:53 PM Connected. A support representative will be with you shortly.
10:54 PM Support session established with May.
10:54 PM Remote Control started by May.
10:55 PM May is rebooting your computer...
10:55 PM Remote Control by May stopped.
10:56 PM Connecting...
10:56 PM Connected. A support representative will be with you shortly.
10:56 PM Support session established with May.
10:56 PM Remote Control started by May.
10:57 PM May has sent a link: www.norton.com/latesn360
11:06 PM May: I sincerely apologized if you have to go through all of these Seye
d. After doing some troubleshooting steps in your PC, we are now downloading the
latest version of Norton and activate this. Let us just wait for some time for
the process to finish.
11:07 PM May: If you have something to do, I can take care of your computer for
thsi time.
11:07 PM Seyed Majeeth: pls do your work
11:07 PM Seyed Majeeth: i ll wait
11:08 PM May: Thank you Seyed.
11:14 PM May is rebooting your computer...
11:14 PM Remote Control by May stopped.
11:15 PM Connecting...
11:15 PM Checking configuration...
11:15 PM Connecting...
11:15 PM Connected. A support representative will be with you shortly.
11:15 PM Support session established with May.
11:15 PM Remote Control started by May.
11:17 PM Seyed Majeeth: :(
11:17 PM May: I will check my resources here Seyed. Give me a moment.
11:18 PM Seyed Majeeth: sure, i have a question
11:18 PM May: Yes, go ahead.
11:19 PM Seyed Majeeth: i think is this due to OS?
11:19 PM Seyed Majeeth: 32/64 bit PS
11:19 PM Seyed Majeeth: *OS
11:19 PM Seyed Majeeth: Thoughts?
11:19 PM May: No Seyed, Nortn is compatible to all OS.
11:19 PM May: Let me ahead and check my resources here to solve this case.
11:19 PM Seyed Majeeth: ok
11:22 PM May is rebooting your computer...
11:22 PM Remote Control by May stopped.
11:23 PM Connecting...
11:23 PM Connected. A support representative will be with you shortly.
11:23 PM Support session established with May.
11:23 PM Remote Control started by May.
11:24 PM May has sent a link: www.norton.com/nrt
11:29 PM May: Seyed, we doa ll the troubleshooting steps needed to fix your Nort
on issue, after this, we will reinstall your Norton again. If same error happen,
we will escalate your case to our Senior Case Manager.
11:29 PM May is rebooting your computer...
11:29 PM Remote Control by May stopped.
11:30 PM Connecting...
11:30 PM Checking configuration...
11:30 PM Connecting...
11:30 PM Connected. A support representative will be with you shortly.
11:30 PM Support session established with May.
11:30 PM Remote Control started by May.
11:31 PM May has sent a link: https://webdl.symantec.com/?SASSERVER=lcdls.symant
ec.com&LNG=ENG&BINARYTYPE=10&USEDM=1&TRANSID=%2F629236210%2FAt%2Bx5X0EU0CGYFKYNK
P721RKE57D%2F7UctmAAAUDCDw8mA%2FPf%2Bw9S2Y%3FLNG%3DENG%26overrideParameters%3D%2
52F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2
526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E%252F%2526%257E
11:39 PM May: Seyed, after all the steps we took, still same error occur. We wi
ll escalate your case to our Senior Case manager. Just give me a moment please.
11:39 PM Seyed Majeeth: ok
11:40 PM Transferring session to another technician...
11:40 PM Remote Control by May stopped.
11:47 PM Support session established with AjeeshK.
11:47 PM Seyed Majeeth: Hello
11:48 PM Remote Control started by AjeeshK.
11:49 PM AjeeshK: Hi Seyed, my name is Ajeesh and I am a Case Manager with Norto
n Support. I will handle your case from here. Can I have a minute to go through
the details of this case?
11:50 PM AjeeshK: I see that you are getting an error 8505,100 while trying to a
ctivate Norton. It's really important to us that we address this problem. I'm go
ing to do everything I can to resolve it.
11:50 PM AjeeshK: Before we begin, I would like to give you my email address so
that you can contact me directly about this issue. You can reach me at casemanag
er@support02.norton.com
11:53 PM Seyed Majeeth: ok
11:54 PM AjeeshK: The issue has been resolved now.
11:54 PM AjeeshK: We have activated Norton program and it is working fine now
11:54 PM Seyed Majeeth: gr8
11:54 PM AjeeshK: Later on if you are experiencing any issues with the Norton pr
oduct, please do get back to us. We are here to help you.
11:54 PM AjeeshK: I do really appreciate your patience and co-operation.
11:54 PM AjeeshK: Is there anything else that I can help you with?
11:55 PM Seyed Majeeth: thx for your help
11:55 PM AjeeshK: It is my pleasure to assist you and you are always welcome.
11:55 PM AjeeshK: I would greatly appreciate you taking the time to complete a s
urvey on your Norton Support experience, which you will receive by email within
the next few days. Please feel free to use the comment box to express your overa
ll opinion about Norton Support. Your feedback will be analyzed and will assist
us in providing excellent customer service.
11:55 PM AjeeshK: Thank you for contacting Norton support. Have a great day!
11:55 PM AjeeshK: Bye.
11:55 PM Seyed Majeeth: sure
11:55 PM Seyed Majeeth: bye!!
11:55 PM Seyed Majeeth has revoked all permissions.
11:55 PM Remote Control by AjeeshK stopped.