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Cannot download email with Norton AntiVirus email protection enabled

Situation:
You cannot download email with Norton AntiVirus email protection enabled. In some cases, when you attempt to download the email, Norton AntiVirus (NAV) alerts you of a viral infection, and no new messages are downloaded. If your email program has been set to automatically check for new mail, then the alert appears each time that the check for new mail is performed.

Solution: This was fixed by a program update for NAV 2001. Run LiveUpdate, and download any available updates. However, if you use NAV 2000, or if you are using NAV 2001 and the problem has already occurred, then read the following information:

Your course of action depends on whether you see virus alerts. See the section that applies to your situation.

If NAV is alerting you to viruses

Norton AntiVirus email protection prevents your computer from receiving email that contains a virus, worm, or Trojan. In some cases, this can prevent all email from being downloaded.

To solve this problem:
1. Run LiveUpdate to make sure that you have the most recent virus definitions.
2. Make sure that you are disconnected from the Internet.
3. If you are using Microsoft Outlook or Outlook Express, then turn off the preview pane option:
* In Microsoft Outlook, click the View menu and make sure that the Preview Pane menu item is not selected. * In Outlook Express, click the View menu, and then click Layout. Uncheck Show Preview Pane.
4. Close any email programs that are open.
5. Disable or uninstall the Windows Scripting Host. (see below)
6. Start NAV, and then click Options.
7. Click Email Protection.
8. Disable email protection:
* Norton AntiVirus 2000 users. Uncheck all protected email clients, uncheck "Enable email protection," and then click OK.
* Norton AntiVirus 2001 users. Uncheck all protected email clients, and then click OK.
9. If you are prompted to make certain that your email program is not running, then click OK.
10. Click OK.
11. Click Options, and then click Auto-Protect. Make sure that "Start Auto-Protect when Windows starts up (recommended)" is checked.
* If it is checked, then click OK, and then exit NAV.
* If it is not checked, then check it, click OK, exit NAV, and then restart the computer.
12. Start your email program, and then download your email. If you have a great deal of unprocessed email, then this may take longer than usual.
13. Open the email program's Inbox, and then locate and delete the infected email message. Auto-Protect will detect the infected message if you open it.
14. When you are finished processing your email, close the program, and then run a full system scan.
15. When you are certain that your computer is virus-free, then enable email protection again.

If NAV is not alerting you to viruses

If no virus alerts are displayed, and you cannot download email, then this may be caused by Windows running low on system resources, or, in some cases, by a missing Windows folder.. This can also happen if you have no Temp folder on the hard drive, or if the Temp folder that Windows points to no longer exists. For information on how to check this, see your Microsoft Windows documentation

How to uninstall the Windows Scripting Host.

Remove the file from the system--any version of Windows

With the exception of some versions of Windows 98, the Windows Scripting Host can be installed on the computer, but not be displayed in the Add/Remove Programs dialog box. For these, and all versions of Windows, you can disable the Scripting Host by removing its executable file.

Please follow these steps to do this:
1. Click Start, point to Find, and then click Files or Folders.
2. Make sure that "Look in" box is pointed to either your C drive or All Drives if you have more than one.
3. In the Named box, type wscript.exe and then click Find Now.
4. Right-click the file that is found, and then do one of the following:
* If you are sure that you will not need this, click Delete, and then click Yes to confirm.

OR

If you want to keep a copy of this file so that you can easily reinstall it later:
1. Right click on file>Click Cut. (Do not click Copy.)
2. Close the Find Files window.
3. Double-click the My Computer icon on the Windows desktop.
4. Insert a blank, formatted floppy disk in the floppy disk drive.
5. Double-click the floppy disk drive icon--usually the A drive.
6. Click the File menu, and then click Paste.

OR

Right click on file and rename file to stopwscript.exe (easiest method- just remember this file name if you need to use it in the future)

(Optional). Because you have deleted or moved the Wscript.exe file, if you ever do try to run a .vbs file, you will see a Program Not Found message. This is, of course, expected, and you can just click Cancel. If you want to prevent this, however, you will have to remove the file association:
1. Start Windows Explorer.
2. Click View, and then click Options or Folder Options.
3. Click the File Types tab.
4. In the Registered file types list box, scroll down to and select VBScript Script File.
5. Click Remove and then click Yes to confirm.
6. Click OK and then close all dialog boxes.

How To Disable Norton Antivirus 2002 From Scanning Inbound/Outbound Email

A common problem customers have been experiencing recently involves Norton Antivirus 2002's email scanning feature. This problem causes people to be unable to send and receive mail, but they can get on the web, telnet, ftp, etc., without any problems.

The problem lies in the way that Norton Antivirus performs its email scanning. Previous versions of Norton Antivirus (2000 and 2001) would change your incoming mail server from www.yourdomain.com or mail.valiant.co.uk to something else, like 127.0.0.1 or pop3.nortonantivirus, both of which redirect your mail request from going to our server to looking at the Norton software. The Norton Antivirus program would then try to connect to our server and retrieve your mail, scan it, and deliver any uninfected messages to your Inbox.

Obviously--with this procedure--if Norton Antivirus starts to malfunction, you will be unable to receive mail, as your mail client relies on Norton functioning properly to be able to receive mail. Troubleshooting this matter was simple for us, as the error message would specifically say that it couldn't connect to the server pop3.nortonantivirus or 127.0.0.1). To resolve the issue, we would have customers simply change their incoming mail server back to our server (and change their username settings as well; these versions of Norton modified those as well) and they'd be able to bypass Norton Antivirus entirely and be able to receive mail. Customers who wanted to still use the auto-protection feature were directed to Symantec Product Support.

Things aren't quite as easy now with Norton Antivirus 2002. Rather than change your mail settings, Norton Antivirus takes a more hands-off approach--that means it doesn't modify your account settings, but rather sits and waits for your email program to make a POP3 (checking mail) or SMTP (sending mail) connection. When this happens, Norton Antivirus stops your computer from making the connection, checks to see what you're connecting to, and it makes the connection instead. This scans both incoming and outgoing traffic.

Again, since your mail client relies on Norton Antivirus to receive mail, if it has a problem then you have a problem. Unfortunately since it doesn't change your settings, it's harder to determine this is the problem (this is why the support team relies on customer response to our inquiries, such as "Are you running any antivirus software?"). Instead of saying you can't connect to pop3.nortonantivirus, you get an error saying you can't connect to www.yourdomain.com, possibly indicating a problem at our end or with your connection.

In order to disable Norton Antivirus 2002 to see if this is your problem, take the following steps:
1. Locate the Norton Antivirus icon in your system tray (next to your computer's clock).
2. Right-click on this icon and select "Configure Norton Antivirus" (NOTE: If you can't find the Antivirus icon, you can get to where you need to go by locating the Norton Antivirus group in your Programs folder, and opening Norton Antivirus, then clicking on the "Options" button at the top of the program window)
3. You will be taken to the Norton Antivirus Options. Under the Internet heading on the left side, click on Email.
4. Uncheck the "Scan incoming Email (recommended)" and "Scan outgoing Email (recommended)" boxes.
5. Click OK.
6. You may be prompted to confirm and save your settings to the options/config file. If you are, click Yes.
7. You're all set. If you are prompted to restart your computer, do so. If you still cannot get your email, restart the computer anyway. If after restarting your computer you are still unable to receive email, contact Velocity OnlineTechnical Support. There is a possibility that NAV is still interrupting your mail traffic, and you may need to contact Symantec Product Support.

Please note that Velocity Online is not responsible for the functionality or availability of features in any 3rd party software application. This responsibility lies solely with the software vendor.