strange problem

[SSI]

I helping a friend with her computer that all of a sudden has started a
strange behavior. Internet is working fine however when she tries to get her
email she gets a message that she is not allowed to access the server. The
same appears attempting to retrieve emails via Outlook Express.
Neither Comcast nor Dell tech support were able to find a solution and Dell
recommended a format/install which I would hate to attempt on someone else's
machine.

Here is her set up and what we have tried:
XP Home and we have scanned for viruses and spyware, created another
profile, deleted temp files, reset the internet explorer, defrag, scandisk
with no solution. We even downloaded another browser (Firefox) but trying to
browse the internet with the new browser we get the message that "could not
find an active connection!" yet IE is working fine except to sites where she
needs to log on to get her email (both her work email and personal. The
servers are working fine (we tested via another machine)
Any thoughts and help will be appreciated.
Thanks

 

[Rick]

I helping a friend with her computer that all of a sudden has started a
strange behavior. Internet is working fine however when she tries to get her
email she gets a message that she is not allowed to access the server. The
same appears attempting to retrieve emails via Outlook Express.
Neither Comcast nor Dell tech support were able to find a solution and Dell
recommended a format/install which I would hate to attempt on someone else's
machine.

Here is her set up and what we have tried:
XP Home and we have scanned for viruses and spyware, created another
profile, deleted temp files, reset the internet explorer, defrag, scandisk
with no solution. We even downloaded another browser (Firefox) but trying to
browse the internet with the new browser we get the message that "could not
find an active connection!" yet IE is working fine except to sites where she
needs to log on to get her email (both her work email and personal. The
servers are working fine (we tested via another machine)
Any thoughts and help will be appreciated.
Thanks

If you are running Norton Anti Virus open it and click on email. Un
check scan incomming messages.
rick

 

[Art]

Maybe the pop-up blocker is stopping access to the mail server.

Art

 

[jonah]

I helping a friend with her computer that all of a sudden has started a
strange behavior. Internet is working fine however when she tries to get her
email she gets a message that she is not allowed to access the server. The
same appears attempting to retrieve emails via Outlook Express.
Neither Comcast nor Dell tech support were able to find a solution and Dell
recommended a format/install which I would hate to attempt on someone else's
machine.

Here is her set up and what we have tried:
XP Home and we have scanned for viruses and spyware, created another
profile, deleted temp files, reset the internet explorer, defrag, scandisk
with no solution. We even downloaded another browser (Firefox) but trying to
browse the internet with the new browser we get the message that "could not
find an active connection!" yet IE is working fine except to sites where she
needs to log on to get her email (both her work email and personal. The
servers are working fine (we tested via another machine)
Any thoughts and help will be appreciated.
Thanks

Assuming you are using SP2 turn off the built in XP firewall then see
if you can get to e mail, use your new browser, whatever. If any other
software firewall is installed disable it and then check everything
connects up OK. Once you have eliminated the firewall from your
investigations then start dis-abling pop up blockers etc until you
find the problem. Also check your default internet settings are
correct in Internet Options > Connections.

90% of the time this sort of thing is firewall related.

Jonah

 

[SSI]

Thanks will give all these suggestions a try. I know that the only firewall
in use is the Windows default but will check regarding the Norton
suggestion.
Puzzling indeed!
Appreciate the help.

 

[SSI]

Just a follow up ... when she tries to connect via Firefox she gets the
following message "This connection was refused" The settings under
connection are for direct connection. No proxies or anything else.
No problems with IE connecting to Google etc.

 

[SSI]

We solved the problem and I thought to post the solution so someone else can
benefit. The Norton Internet Security ended up being the culprit.
Uninstalled in safe mode and reinstalled it and works like a charm.
I am beginning to hate NIS

 

[Charlie Tame]

We all started as "Beginners", most of us now hate Norton "Professionally"


Charlie

 

[Tom Brown]

I am curious why you hate Norton Internet Secutiry if it is now "working
like a charm." Do you also hate Win XP? Don't answer that! But, I am
sure it has burped a few times on you. I understand the urge but if it's
working, maybe you should try not to hold a grudge. <G>

Tom

 

[Charlie Tame]

In my case many of the PCs I see have problems directly attributable to
Norton's various versions...

Charlie

 

[Tom Brown]

I know. I was sort of teasing.

I have had various Norton (Symantec) versions and products (NAV, System
Works, etc) over the years and eventually they ran me off. Not because the
products didn't work well ... they always did. The reason I eventually gave
up on them was because of the INSANITY that prevails when you try to renew
or upgrade a product online.

When it came time to renew my wife's NAV, she opted to upgrade the version
as well. This began a nightmare of about 3 weeks of insanity where I talked
to every tech support person in Washington and India for Microsoft and more
Indians for Symantec. They were all very knowledgable and tried mightly to
help but eventually we ALL just gave up because it WOULD NOT install
properly. It was really insane. We were modifying the Registry,
downloading massive emails about how to solve the problem and finally I gave
up. I think it had something to do with an incompatibility between the MS
Installer and Norton on my particular computer. I lost track of the hours I
spent and eventually decided to cut and run. I had another life besides
trying to get a computer program to function as advertised.

That reminds me ..... we paid the fee at the beginning of the upgrade
process (I believe it was about $59) but we have not been able to use the
product since. I might start another battle to try to recover my money.

This past weekend, my 77-year old mother-in-law called and told me that she
was having trouble renewing her NAV databases online (dialup). So, I went
over there and sure enough, there was some sort of technical problem and
after spending an hour online with Symantec TS, the gal eventually advised
me to go to a store and buy a new CD. At that point, I uninstalled the
program and installed AVG Free and we are all now living happily ever after.

Computers should not be this difficult ... especially for 70 and 80 year
olds trying to break into the computer age.

Tom

 

[Charlie Tame]

Similar to my personal experience they.

I had installed a trial version of an early NIS or something similar, at
least I had tried to, but it failed. It said "Rolling back" or similar, but
when I rebooted it was trying to execute something Symantec....

So I figured uninstall it and start over.

No way, it said "Cannot uninstall, the product is not installed"

So I tried install

Guess what - "Cannot install, the product is already installed".

Numerous reboots and folder removals and registry entries later I finally
got to where it said it would install.

But it failed again and said "Rolling back", but of course it didn't.

SO I wrote Symantec an email explaining that this was not a good selling
point for a trial version and asking if there was anything I could do to
help diagnose the problem as it was really confusing for less experienced
users.

The reply I got was "We're sorry you don't like our product".

In other words tough...

To be honest had it been over the phone I would have told them where they
could shove it - I'd gone to quite some trouble providing factual data about
the situation.

So I guess if you like nice yellow cardboard boxes their product has some
value

Charlie