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Security

Anti-Virus vs. E-Mail

Members of the ISP-Tech list regale each other with solutions to the problems caused by anti-virus software that changes users' e-mail settings without informing them of the changes.

[February 1, 2002]

On the ISP-Tech list in January, JS complained,

"Our techs have been inundated with problems with Norton AntiVirus changing mail configurations in Outlook and Netscape. Symantec makes the money, and the ISPs end up supporting their product. Have any other ISPs had similar problems with Norton?"

A number of respondents observed that this does seem to be a very common problem:

[SV explained] "Norton AntiVirus sets up its own mail proxy on each client to better scan messages before the e-mail client has a chance to get fouled up. This one really is a problem that users should take up with Symantec. If you want to make your customers happy, though, this really is a 'read from the script' helpdesk problem: I can't see how it could take much time. Or, for that matter, just put the solutions on a FAQ page: that should cut down on your call volume."

[CD agreed] "We have had constant problems with Norton changing e-mail settings, ever since they included e-mail protection in the program. Roughly half of the e-mail support calls we receive are problems with Norton AntiVirus. I just tell the customer to go into Outlook or Netscape and get rid of Norton's settings. If they complain about the lack of virus protection, I send them to Symantec."

[JL offered] "We give our subscribers who report such problems two options: uninstall Norton AntiVirus, or use Symantec's customer support. We cannot possibly attempt to offer support for the many thousands of software programs currently available."

AN noted that Symantec seems to have solved the problem in its latest release:

"The latest version, Norton 2002, does not mess with settings. This was only a problem with Norton 2000 and Norton 2001. We just tell our customers to check with Norton about getting the newer version."

Others suggested that any minor frustrations are worth the effort:

[CD contended] "I think there's a tradeoff here. Granted, we end up supporting Norton to a certain extent, but in the long run it saves us from having to explain to every user that the reason their system is running so slow is because they're infected with five different e-mail worms. Given the amount of time I spend dealing with viruses on customers' computers, I would much rather take ten Norton calls a day. Norton isn't any worse than many of the other software packages we end up supporting while explaining that the problem with their Internet connection isn't us; it's that wonderful software they installed last night."

[AN agreed] "Having techs change a few settings is a bunch better than having virii flying all over your system and infecting a lot of other people. I'm glad that they are at least installing a program to protect their computers-there are a lot of people that don't even do that."

— End