This topic

Norton Security switch has messed with my cctv email alerts

Burmey — Sat, 02 Jul 2022 14:46:07 GMT

Ever since BT updated to Norton, my cctv is refusing to send email alerts and snapshots to other email accounts (well any actually).

I've been trying to figure out why the email alert system isn't working for either my independant Sricam cameras or my full CCTV system. I found the last email alert was sent at the end of March and since then nothing. This has to be something to do with the switch to Norton.

Does anyone have any idea of how I can get these alerts to work once more please?

Also, I didn't follow the instructions re Norton back in March - busy time and I forgot . Now when I go into my BT account and go to Norton I just get an error message with loads of this. "Error Description:
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Re: Norton Security switch has messed with my cctv email alerts

Burmey — Sat, 02 Jul 2022 18:33:50 GMT

How do I log into BT's Norton to look at settings?

Re: Norton Security switch has messed with my cctv email alerts

Burmey — Thu, 07 Jul 2022 17:17:39 GMT

Has anyone got any suggestions as to why this is happening? So frustrating as my cctv has been notifying me with snapshots on motion detector for 10 years and now it won’t.
it can’t be the system nor my emails as it’s also failing when the stand alone camera systems are set to send alerts via email. The only not common denominator the broadband supplier which is BT

Re: Norton Security switch has messed with my cctv email alerts

Les-Gibson — Thu, 07 Jul 2022 20:28:47 GMT

@Burmeywrote:
...... The only not common denominator the broadband supplier which is BT

I've read this a couple of times and I'm still not sure what you mean by it, are you saying you have changed ISP?

If so, and assuming your CCTV is set for static addressing, check that the gateway address is correct, i.e. 192.168.1.254

Re: Norton Security switch has messed with my cctv email alerts

Burmey — Sun, 10 Jul 2022 18:03:31 GMT

Hi there. Thanks for responding. I’m afraid I’m not good with the terminology.
I have a stand-alone camera from Amazon which uses Sricam app. I have used this for 4 years with no problems until 7th June this year(found the last email alert) . With this camera you can set it to send alerts and snapshots from your own email account TO your own email account.
I’ve changed nothing. My BT broadband is the same, I haven’t changed any settings. And yet it’s stopped working. Only thing I can think of that’s changed is the anti virus software that the BT broadband package that must be blocking the sending and receiving of these emails somehow.
the cctv I have works similarly. I’ve never had to use port forwarding or anything like that (I wouldn’t know how to). Email alerts work the same as above and also worked fine until the beginning of June (not March as I said previously).

Re: Norton Security switch has messed with my cctv email alerts

Les-Gibson — Sun, 10 Jul 2022 19:17:59 GMT

Try Googling "norton blocking sricam app" (without the quotes), I just did and there were a number of results on the Norton website that could all be relevant

Re: Norton Security switch has messed with my cctv email alerts

Burmey — Sun, 10 Jul 2022 19:25:38 GMT

Hi… yes that is possibly relevant. I came across those pages last week when I was searching. However I don’t know how to get onto Norton security because I can’t find anywhere through my BT hub that references Norton for me to be able to adapt any settings. But yes it does sound like it’s Norton and it’s the change from Mcafee to Norton that’s messing this up for me.

My CCTV is important to me - can any of the moderators help me with this please?

Re: Norton Security switch has messed with my cctv email alerts

licquorice — Sun, 10 Jul 2022 19:46:40 GMT

Here's an idea, uninstall Norton and install one of the other free AVs or simply use Windows Defender.

Re: Norton Security switch has messed with my cctv email alerts

Burmey — Sun, 10 Jul 2022 20:37:55 GMT

Thank you. I wasn’t aware that I had downloaded Norton so unsure how I can uninstall it. I can only think it’s an inbuilt firewall in the router - or doesn’t that exist?
Other alternative - was there a firmware update for the smart hub 2 around the start of June?

Re: Norton Security switch has messed with my cctv email alerts

licquorice — Sun, 10 Jul 2022 20:42:40 GMT

It is not inbuilt in the router, you have to download it to your devices. Are you sure you have Norton and that is what is causing your problem?

You can uninstall it as with any other program.

Re: Norton Security switch has messed with my cctv email alerts

Les-Gibson — Mon, 11 Jul 2022 10:26:18 GMT

As you're not technical, the easiest thing to try is to turn everything off leave it off for around 30 seconds before turning it all back on. By everything I mean your hub, the complete camera system and whatever device it is you use to monitor it, turn the BT hub back on first and wait until the light turns blue before switching the rest on.

Re: Norton Security switch has messed with my cctv email alerts

Burmey — Tue, 12 Jul 2022 13:04:57 GMT

Hi Keith. After your explanation about Norton, I’m no longer sure it’s that. It has to be something to do with the router though… any updates around the start of June ? Can I tell from my hub (away at present so will check when I’m home)

Re: Norton Security switch has messed with my cctv email alerts

Burmey — Tue, 12 Jul 2022 13:05:54 GMT

Hi - will try that when I’m home . Thank you

Re: Norton Security switch has messed with my cctv email alerts

licquorice — Tue, 12 Jul 2022 15:00:59 GMT

Keith hasn't commented on this thread.

I would be extremely surprised if it is anything to do with the router if it is only the email alerts that are not working.

The common denominator is the email. Do you use that email address for anything other than the cameras to send with if so does it work for normal emails.

At this point we don't know if it because the emails are not being sent or if they are not being received.

Re: Norton Security switch has messed with my cctv email alerts

Burmey — Fri, 15 Jul 2022 14:38:56 GMT

Thanks for your input. Yes I can use the email address absolutely fine for everything else. I will though change the recipient of the email snapshot to see if its the send or receive that's the issue (both set to be the same at present) but I don't think that's it.

The thing these devices have in common is I think they are p2p camera systems. I am aware in the past these aren't always safe. That's why I'm thinking the router has bumped them off or sent them down a hole or something.

The error message that comes up is "Network is unreachable or DNS is wrong" when I do a test email.

Its a security cctv system that sends a snapshot alert at the time of a motion from my gmail address to my gmail address. And like I say, the two systems (Sricam and XIQ CMS) have nothing else in common other than they are both camera systems (not the same brand), but they both stopped working on the same day.

I've tried turning them all off, turning the router off, turning the router back on and then turning all the systems on one by one but that hasn't worked either

Re: Norton Security switch has messed with my cctv email alerts

Les-Gibson — Fri, 15 Jul 2022 18:25:46 GMT

One thought that occurs is that some CCTV manufacturers only offer free services on the system for so long and then the facility is removed, for example and going from memory (so I might not be 100% correct) Foscam only offer a free DDNS service for 5 years after which it is switched off. Perhaps your camera manufacturer does something similar and the service is no longer available to you ?

Re: Norton Security switch has messed with my cctv email alerts

Burmey — Mon, 18 Jul 2022 08:44:46 GMT

Thanks. Yes good thought but I can’t imagine that two unrelated items of security which were purchased at different times would stop on the same day.
This has really stumped me. It’s obviously an important part of a security system to get email alerts in you’re away from home, so it’s beyond frustrating.
I have but the way, tried using a different email address and that doesn’t work either

Re: Norton Security switch has messed with my cctv email alerts

Les-Gibson — Mon, 18 Jul 2022 10:45:45 GMT

I know this sounds desperate but as you said, it has you stumped and me as well so Hey ho here we go.

Mine works perfectly on gmail using SMTP 465

Desperate times call for desperate measures