Connect is a fantastic place for someone to come and ask questions on what their problems are, and in most cases, find an answer. With the rich history and trove of solutions readily available on the site, it also allows those people who have older versions of the software to perhaps solve their issues. The people on the site on a daily basis must surely have 100s of years of experience, making it likely you’re be helped by one of them.
But what happens when you don’t find your solution here? Some issues are really obscure, and the standard, or more obvious solutions actually wouldn’t work. Symantec’s TNs don’t cover them, and information on Connect might either not address the issue, or have anything on it at all. So what is your recourse then? Well, there are a couple of options:
- Log a call with Symantec’s support department – this assumes you have support with them, and it allows you a proper escalation path. If the Tier 1 engineer doesn’t help you, they would either escalate the call up the support chain, or you could do so yourself. If you don’t have support, then you’re stuck and it might be a case of either paying for a support call (which could be expensive to the point of you just renewing or buying new support), or simply not receiving any at all. But, for those queries that simply cannot be resolved on Connect, this is possibly your only option!
- Reach out to a Symantec employee – Symantec employees do frequent Connect, so it’s simply a case of reaching out to them and finding out if they’re able to assist you. No guarantee they will help you, but they might be able to point you in the right direction.
- Reach out to a Community Admin – Check in the relevant community and you will find the Community Admin. I have reached out to them myself in the past, and sometimes recommend this on the forums too. If you’re stuck trying to get hold of an employee, then reach out to the Community Admin, give them your call reference and see if they can route things internally;
- Finally…Upgrade – Believe it or not, sometimes upgrading your software fixes issues you might be having. Upgrades would either be minor or major, and would contain possible fixes for software that is problematic. A minor upgrade would be in the form of a patch or service pack, whilst a major upgrade would be a version change. Often, this would be recommended by support, so reading up about any new changes to software and if it addresses your issue/s is an option that has to be considered.
I hope the above helps you, and gives you more insight into what you can do if you don’t find a solution on Connect. Hopefully you do here though, as there’s more than enough advice, solutions and information to assist.