This is very helpful. Thanks for your reasoned reponse and guidance.
In your experience, is it useful for consumers to contact their ISP who is providing the AV package (in this case, Comcast providing the Norton product), or should we encourage them just to contact the AV vendor?
The more parties that are made aware of the problem the better. So, I would encourage you to discuss this with your ISP as well as the AV vendor.
There is someone at the ISP that is responsible for partnering with the AV vendor. In the end the package and license will likely come from the software side of the equation, but any route to making contact with the appropriate person at that company should be taken.
If you were to put a priority on it, I would say the AV vendor would be first, but would encourage pressure from all sides. The goal here is interoperability for all and a reduction in support issues. We seek to be very neutral and work with everyone.
Interestingly, we actually already had built support for the Norton product on our own. There were some slight changes that needed to be made so that the framework would correctly identify the Comcast white label version, however.
Engineering is working on the issue. They have a fix in the works which will be in a future ESAP release. I'm working to find out which release it will be added into and will post here once I have that information.
The time to deal with the ESAP updates is making Host Checker a useless service.
90% of my company users have either Comcast or Cox at home.
Comcast's current Norton is unsupported.
Cox's current McAfee is unsupported.
Been an avid supporter of Juniper for 12 years, But maybe they are forgetting what we rely on them for?
I agree that need to be more practive with ESAP updates. I cannot lock my users out of ther connection due to us not being able to detect their antivirus.
I agree that Juniper is providing lousy service.
Why can't the OPSWAT folks get the products into their review and packaging pipeline sooner? Especially for such major AV vendors as Symantec/Norton and McAfee. It should not come as a surprise when these vendors release a new product.
Why does it take so long for OPSWAT and then Juniper to get their act together to get these products recognized by ESAP?
This has been a problem for several years and Juniper apparently doesn't care about it because they are doing NOTHING to improve the situation.
Shame on Juniper!!!