转发Etsuko先生的原始邮件如下
Sorry that my explanation was not in detail. 不好意思我的解释不是很详细
(1)all customers who updated Norton have this problem?是否所有更新病毒库的用户都存在此问题?
=> We do not have the specific time yet, but all the customer who has update Norton during Thursday night to Friday noon will face this problem. 细节方面不是很清楚,不过在周4晚到周5之间更新过病毒库的用户都会面对这个问题
(2)As far as I know, Norton is trial version. This problem happens even during trial period?就我所知,安装在vaio上偌顿只是试用版本,是否此问题只发生在试用阶段?
=> the problem will happen even during the trail period, but it will ONLY happen on XP OS此问题发生在试用期,并且只会在作业系统为XP的OS下发生
(3)Update notice came to all PC even during trial period?在此时期的所有PC机都会收到更新提醒?
=> yes, as long as the PC was connected to the internet 是的,只要计算机连接上互联网
(4) customer can not fix it by themselves via VAIO update and CCC telephone support, is it right? 客户无法通过vaio update自助修复此问题,包括sony的CCC电话支持 是这样吗?
=> problem can be solved by customer as long as he/she has installed the recovery console before the crash, which we believe not much customer normally installs
除非用户在系统崩溃前未设置过系统还原功能,都能很容易的搞锭~
(5) I’d like to know more about Norton CD, is it re-install system? Can we guarantee no customer data lost after install the CD?我想了解偌顿提供的CD片,是否会重装系统?是否安装该CD片后不会导致用户数据的丢失?
=> It is a very simple program to run the PC on DOS mode and copy the 2 files which was deleted back on to the PC. No data can be loss, but of course we recommend the customer to back up the data before bringing it to SC
很简单,只需要进入DOS环境拷贝已备份的2个损坏文件即可,不会导致任何数据的丢失,当然，我们建议用户在执行送修技术支持中心该动作前妥善备份好他/她的数据
Please refer to attach and below announcement from Norton side.
http://www.symantec.com/zh/cn/enterprise/theme.jsp?themeid=important_information
As mentioned, please note that the solution provided in their announcement can only be done as long as customer has installed the recovery console before the crash.
Please let me know, if you require any further information/explanation from our side.
Thank you.
Etsuko
