ok, here's one from the flip side of the coin. Online support chat log from a conversation I had with Symantec's support:
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Chat ID: 53aa7cf7-3ebe-4f97-986e-47d9e318c900
Problem : New install of AV 2005 to HP laptop with HP standard winXP build. All apps roll out onto laptop fine until AV install after which I get error 1003,13. Updated virus defs and run full scan, no infection found. Pls advise.
Rajesh: Hello Swoop. My name is Rajesh.
Swoop: good morning
Rajesh: Thank you for contacting Symantec Live Technical Support. Please make a note of the Chat Request Id [593236] for this interaction.
Rajesh: Can you confirm the telephone number as xxxxx xxxxxx?
Swoop: correct
Rajesh: As I understand from your message that you have problem in installing your Norotn product. Am I correct?
Swoop: no, incorrect. the product installs (and runs) just fine. Once I've installed it the laptop in question stops getting an IP address from the DHCP server and throws up an AV error screen saying error code 1003,13 unable to scan email because network not properly configured.
Swoop: according to the web based support, this error can mean the laptop has a virus infection. I've run a full scan and found nothing.
Swoop: although.....Ive just updated the virus definition file to the latest and am running another scan at present.
Swoop: btw, AV version is: 10.1.4.4000.
Rajesh: Okay.
Swoop: ok, scan just completed, no virus found.Rajesh: In this case I suggest you to run the online virus scan from the link given below to conform about the virus infection.
Rajesh:
security.symantec.comSwoop: how do I run an online virus scan on a PC that doesnt get an IP from the DHCP server due to this error from AV?
Swoop: no IP address = no network access.
Rajesh: Just click on the link given below it will direct you to the page.
Swoop: I'm not talking to you from the laptop, I'm talking to you from my desktop PC. This PC has no problems. The laptop CANNOT access the network due to the error. Therefore, I can't click on the link cos it's on a different PC.....
Rajesh: Okay.
Rajesh: In this case please remove the Norton program from your computer and connect to the internet and browse the link and run the online virus scan.
Swoop: ok, will do so now.
Rajesh: If you still not able to recover from the virus infection please contact Symantec virus removal queue for assistance.
Rajesh:
www.symantec.com/vremovalSwoop: contact who?
Rajesh: It is a team to recover the virus from your computer.
Swoop: and if I've removed, scanned and found no virus, what then?
Rajesh: Than you have no infection in your computer.Rajesh: Is there anything else I can help you with?
Swoop: then why do I get the error?
Rajesh: That is due to the virus infection in your computer.Swoop: and.....Ive just removed AV and still cant access the network.
Rajesh: Have you restarted your computer after removing your Norton program?
Swoop: yes
Rajesh: Okay, after removing the Norton product and you are not able to access your internet. In this case I suggest you to contact your ISP service provider for assistance.Swoop: this is a corporate LAN.
Swoop: AV is still blocking access to TCP/IP.
Swoop: even though it's been removed.
Rajesh: Okay for that contact your System administrator.Swoop: I AM the systems admin
Swoop: and the network connection works fine in another PC.
Swoop: THIS laptop displays the error "failed to query the TCP/IP settings" when I try to refresh the IP
Rajesh: Please note that after removing the Norton product the Norton product will not be able to block the connection of your internet.
Swoop: then what changes has it made to my system when it installed? Pls note this issue is being seen on ALL new HP laptops rolled out recently.
Rajesh: Please follow the steps given below to remove the registry entries of the Norotn product from your computer and check for the issue.
Swoop: ok, go ahead.
Rajesh:
1. Double-click the My Computer icon on your Desktop.
<snip - lots of grandmothers sucking eggs and a small amount of real information on which reg keys to delete>
Rajesh: After removing all the registry entries please restart your computer and check for the issue.
Swoop: will do.
Rajesh: Okay.
Rajesh: Is there anything else I can help you with?Swoop: dunno, let you know in 5 mins when I'm done hacking throuhg the reg
Rajesh: Okay.
Swoop: ok, restarting now. wish me luck.
Rajesh: Sure.
Swoop: ok, the laptop has restarted and is showing the same symptoms. Typically it takes minutes to initialise the network settings, it's like it's waiting for something to timeout before it'll allow any access to the network settings through control panel. Something is blocking windows access to TCP/IP and it's been that way since the AV install.
Swoop: and it's finally given me a network status screen, no IP from the DHCP server. Refreshing still gives the same error, failed to query TCP/IP.
Swoop: trying an IPCONFIG /RELEASE (or /RENEW) gives the error: An internal error occured. The request is not supported.
Rajesh: Okay, after removing all the Norton product from your computer it will not block any access.
Rajesh: So this is not the issue related with Norton product.
Swoop: everything worked fine until the AV package was rolled out (by Ghost).
Swoop: since then, no network access.
Rajesh: Okay.
Rajesh: May I put you on hold for 2-3 minutes while I investigate this issue further?
Swoop: sure. if you dont get a response when you return then I'm outside of the building smoking and will be back in 5 mins.
Rajesh: Thank you for your patience.
Rajesh: Analyst has closed chat and left the room
Swoop: !!!!!!!
Chat ID: 9e7503e0-aab8-4d00-a1fa-5197a0ebd771
Problem : New install of AV 2005 to HP laptop with HP standard winXP build. All apps roll out onto laptop fine until AV install when I get error 1003,13. Updated virus defs and run full scan, no infection found. Pls advise.
Sasmita: Hello Swoop. My name is Sasmita.
Sasmita: Thank you for contacting Symantec Live Technical Support.
Swoop: Please refer to chat ID 593236 (53aa7cf7-3ebe-4f97-986e-47d9e318c900) I was speaking with Rajesh who said he'd be back in a few minutes after investigating further. Then he disconnected.
Sasmita: Please make a note of the Chat Request Id 593385 for future reference
Swoop: noted
Sasmita: May I confirm your contact number:xxxxx xxxxxx?
Swoop: no. xxxxx xxxxxx
Sasmita: I understand your concern. Please be on hold for 2-3 minutes while I retrieve the details of your previous interaction.
Sasmita: Please make a note of the Chat Request Id 593385 for future reference
Sasmita: May I confirm your contact number:xxxxx xxxxxx?
Swoop: no. It's xxxxx xxxxxx
Sasmita: I understand that you are facing issue with installation of Norton program. Am I correct?
Swoop: no you're not.
Swoop: the error happens after I've installed AV, not during install. I've since removed AV from the laptop in question and still get the same error.
Sasmita: I understand your concern
Sasmita: This issue is happening due to damaged LiveUpdate files.
Sasmita: In this case, I suggest that you please run Intelligent updater to update virus definitions.
Sasmita: You can manually download and install the definitions using the Intelligent Updater. The Intelligent Updater provides an alternative to LiveUpdate. Use the Intelligent Updater if you cannot use LiveUpdate for some reason or if you prefer to download the virus definition updates manually.
Sasmita: To do so, I suggest that you please refer to the link in the document given below:
Swoop: if AV has been removed from the laptop, what exactly will live update do?
Swoop: and what if I said I'd already tried installing the latest virus definitions and running a full scan....and found nothing.
Sasmita: Let me know when exactly you receive this error message?
Swoop: have you actually read the last support chat log?
Swoop: I see the error message on boot up when AV is installed.
Swoop: as soon as windows loads and I log in (as admin or as user) I see the error message. And I get no IP address assigned. Trying to configure manually gets errors from windows saying failed to query TCP/IP.
Swoop: something is blocking access to the TCP/IP stack since the AV install.
Sasmita: Analyst has closed chat and left the room
Swoop: gee, thanks for the help.
I then gave up with Symantec and called HP instead.