Connect to Norton Support from the Symantec Help tool

This article provides more information on using the Symantec Help tool to connect to Norton Support.

STEP 1

Connect to LogMeIn

  1. Download the Symantec Help tool.

    Save the file to the desktop.

  2. Double-click the NortonSymHelp icon.

  3. In the Open File - Security Warning dialog box, click Run.

    If the User Account Control window appears, click Yes or Continue.

  4. On the Welcome to Symantec Help screen, select the preferred language, and click I accept the EULA.

  5. In the main window, click Tools and then Connect to LogmeIn.

  6. In the LogMeIn (LMI) Connection, type the 6-digit pin provided by the Norton Support agent, and click Connect.

    If you cannot connect to the LogMeIn session, proceed to step 2.

STEP 2

Reset Winsock

  1. Double-click the NortonSymHelp icon.

  2. In the main window, click Tools and then Connect to LogmeIn.

  3. In the LogMeIn (LMI) Connection window, click Advanced actions to gain connection.

  4. Click Winsock Reset (Reboot).

    The list of connectivity checks are all enabled by default.

  5. In the Reboot required window, click Confirm.

    After the computer restarts, follow the on-screen instructions to connect to Norton Support. If you still cannot connect, proceed to step 3.

STEP 3

Run LogMeIn in safe mode

  1. Double-click the NortonSymHelp icon.

  2. In the main window, click Tools and then Connect to LogmeIn.

  3. In the LogMeIn (LMI) Connection window, click Advanced actions to gain connection, and click Reboot into Safe Mode.

  4. After the computer restarts in Safe mode, in the LogMeIn (LMI) Connection, type the 6-digit pin provided by the Norton Support agent and click Connect.

Thank you!

Thank you for using Norton Support.

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DOCID: v116876716_EndUserProfile_en_us
Operating System: Windows
Last modified: 08/18/2017