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Thread ID: 52085	2004-12-09 04:23:00	email problem - NAV vis xtra	ephesus (2509)	Press F1

Post ID	Timestamp	Content	User
301238	2004-12-09 04:23:00	Had problems with send/receive emails through xtra in the last couple of days. Waited ages before I hear a human voice...problems relate to NAV update conflicts. Tech had many people calling with the same problem and suggested turning off email scanning on NAV. Not doing that as I had NAV intercepting unsafe email yesterday which was supposed to be filtered by xtra. Called NAV and also waited for ages..problems lie with update and patch should be available in the next 4 - 6 hours. If anyone having the same problems, just wait to update the patch. Why Xtra and NAV can't put a message on the phone system instead of letting people wait for ages on the phone....	ephesus (2509)
301239	2004-12-09 05:24:00	> Had problems with send/receive emails through xtra in > the last couple of days. Waited ages before I hear a > human voice...problems relate to NAV update > conflicts. Tech had many people calling with the > same problem and suggested turning off email scanning > on NAV. Not doing that as I had NAV intercepting > unsafe email yesterday which was supposed to be > filtered by xtra. Called NAV and also waited for > ages..problems lie with update and patch should be > available in the next 4 - 6 hours. Must be an xtra problem because I used NAV with Paradise and have not had any issues sending or receiving. Those techs always blame virus or firewall software and advise to turn them off regardless of what the issue is.	Big John (551)
301240	2004-12-09 10:26:00	This is actually a known problem with the latest NAV Update - it's breaking it's own e-mail scanning. We had a huge number of customers with the problem, contacted Norton's and they have confirmed that they messed up. They are planning to fix it in an update being released next week, till then you'll probably have to disable the virus scanning pass through. E-mail I got today: >> I have spoken to Norton's today and they confirm they are aware of an issue with their latest NAV update. >> As per our findings the latest NAV update causes customers to have difficulties downloading e-mail. The Norton help desk state the only resolve for this at present is to disable e-mail scanning on their products. >> Norton expect to release their next update early next week that will resolve this problem.	ninja (1671)
301241	2004-12-09 10:30:00	> Must be an xtra problem because I used NAV with > Paradise and have not had any issues sending or > receiving. Or not. > Those techs always blame virus or firewall > software and advise to turn them off regardless of > what the issue is. Because a lot of the time they are causing problems. Norton's outbound scanning is an extremely problematic piece of software, as is PC-Cillin's pass thru POP3 filter. I never understoof outbound virus scanning, I mean hell if it didn't catch it on the way in, it sure as hell won't find it on the way out. > If anyone having the same problems, just wait to update the patch. Why > Xtra and NAV can't put a message on the phone system instead of letting > people wait for ages on the phone.... NAV maybem but why should Xtra? It's not like it's their product thats causing the problem. We were informed by Norton this morning that it'd be early next week, so maybe they are trying to fast track it.	ninja (1671)
301242	2004-12-09 22:39:00	Problem definitely Norton, running Xtra with Norton AV 2004, disabled incoming E mail protection this morning (outgoing was already disabled) , got all mail OK plus sent some out. Use Mailwasher to filter out spam and any unknowns. Until Norton get their A into G wil be relying on Xtra antivirus plus Norton picking up anything that gets in.	FrankS (257)
301243	2004-12-10 01:22:00	Well as I said I have e-mail scanning turned on still with Paradise, all the latest updates and I am still getting my e-mail fine. Outgoing scanning is turned off on mine but I can see a use for it if you get CD's and DVD's from other users which may have viruses on them and suddenly decide to start sending themselves out to users e-mail lists. Just because it did not come in on an e-mail does not mean a user cannot get a virus thus outgoing scanning does in fact have a use.	Big John (551)
301244	2004-12-10 02:19:00	> Well as I said I have e-mail scanning turned on still > with Paradise, all the latest updates and I am still > getting my e-mail fine. But you immediately discounted the fact it could have been Norton. > Outgoing scanning is turned off on mine but I can see > a use for it if you get CD's and DVD's from other > users which may have viruses on them and suddenly > decide to start sending themselves out to users > e-mail lists. > Just because it did not come in on an e-mail does not > mean a user cannot get a virus thus outgoing scanning > does in fact have a use. But the Virus scanner should detect the file on access, or loading into memory or copying to the drive. The file still has to be executed somehow.	ninja (1671)
301245	2004-12-10 04:55:00	> But you immediately discounted the fact it could have > been Norton. I did not discount it completely but there are many other reasons and most ISP's say to turn off Virus Checking and Firewalls because they are the problem when in fact it is usually something else completely different. Take IHug for instance. They used to offer unlimited download speed on their satellite but then the spped slowed. IHug said it was all sorts of things to people but in the end admited that they were slowing the speed themselves. Techs from ISP's treat everyone as complete idiots wether they deserve to be treated like that or not. They do not attempt to even find out what the user knows. > But the Virus scanner should detect the file on > access, or loading into memory or copying to the > drive. The file still has to be executed somehow. Only if that function is turned on. Swings and roudabouts. Some may disable some functions to speed up disk access and rely on weekly scans and e-mail scans incomming and outgoing. Nortons covers all bases with their options. Maybe they have stuffed something up with their latest release that makes it not work with xtra and does with others but did xtra find out first that NAV was the problem or did they just say turn them off anyway before finding out. The other problem is that when some users are told to turn them off they leave them off and leave themselves open. Yes I know all about about viri because I used to write a virus checker/killer program and know well what they can do.	Big John (551)
301246	2004-12-10 06:22:00	> > I did not discount it completely but there are many > other reasons and most ISP's say to turn off Virus > Checking and Firewalls because they are the problem > when in fact it is usually something else completely > different. You are incorrect there. The most common reasons for not being able to download email are anti-virus mail scan problems and firewalls blocking access. A slow connection will not prevent email being downloaded if there are no attachments involved, even a 14.4 modem can download normal messages fine. Xtra probably knew it was a NAV scanning problem as these things become quite obvious after receiving hundreds of calls about the same problem and it only takes a minute to disable these things to confirm if that is the problem. There is not much to be concerned about with scanning turned off as most ISP's filter email for viruses.	Jim B (153)
301247	2004-12-10 06:51:00	> I did not discount it completely You came straight in and said it's not NAV it's Xtra because mine works fine . If that's not discounting it then I don't kno what is . > but there are many > other reasons and most ISP's say to turn off Virus > Checking and Firewalls because they are the problem > when in fact it is usually something else completely > different . And I'm sure the time you spent on a helpdesk taught you that? Over here in the real world it is a real problem, a real common problem . > Take IHug for instance . They used to offer unlimited > download speed on their satellite but then the spped > slowed . IHug said it was all sorts of things to > people but in the end admited that they were slowing > the speed themselves . Unrelated nonsense . > Techs from ISP's treat everyone > as complete idiots wether they deserve to be treated > like that or not . They do not attempt to even find > out what the user knows . Yeah, because they have time to ask people about that sort of thing . "Welcome to customer support, before we get started lets try and find out about your previous computer knowledge and experience, work history, marital status, sexual health and underwear colour" Again in the real world there are phone queues which need to be kept short, I'm sure if you were the one waiting you'd be hoping the person answering the call was being quick . > Only if that function is turned on . Swings and > roudabouts . Some may disable some functions to speed > up disk access and rely on weekly scans and e-mail > scans incomming and outgoing . Nortons covers all > bases with their options . Well that'd be their own undoing then . > Maybe they have stuffed > something up with their latest release that makes it > not work with xtra and does with others but did xtra > find out first that NAV was the problem or did they > just say turn them off anyway before finding out . It was a known problem, it's affecting all ISP's and multiple versions of Norton . If someone calls up, has NAV, has just updated it, now can't get e-mail, and there is a known fault it seems logical . What do you expect the helpdesk to do . "Ok lets try changing the modem string, then call back and we'll change the server timeouts, then call back and we'll rebuild your dial up connection, then call back and we'll reinstall TCP/IP, then call back and we'll fdisk format and reinstall, just to make sure it's the AV before we disable it" Get Real . > The > other problem is that when some users are told to > turn them off they leave them off and leave > themselves open . Most ISP's scan for viruses now anyway, so the POP3 scans are usually a level of redundancy . If the program writers took time to write pass throughts that worked reliably then perhaps it wouldn't happen . > Yes I know all about about viri because I used to > write a virus checker/killer program and know well > what they can do . It seems funny for someone that supposedly wrote AV software you seem to know little about it in an actual operational sense - just because you used to code one doesn't mean you know or understand the real problems in the current market .	ninja (1671)
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