Norton 2007: Symantec's Accessibility Debacle

I've been a user of various Symantec software products, starting with Norton Antivirus, since 1999. I've always been a fan of the company, and felt the Norton line of internet security and system utilities products were second to none as far as keeping my PC safe, clean, and working. With every version, the product had, in the past, become more and more accessible with my screenreader, contained more options for system maintenance, was became easier to use with every upgrade. This all changed with the current bundle I purchased, Norton Internet Security 2007/Norton Systemworks Basic 2007.

I purchased my upgrade via download from Symantec's online store Friday evening. From the start of the installation process, the accessibility issues began. In the past, I could use my tab and shift+tab keys to navigate the screen, finding the buttons, edit fields, and checkboxes I needed to manipulate in order to get the results I wanted. In this version, installation was clumsy at best, and I wound up having to have my wife, who is sighted, come in and assist me in getting to the right places on the screen.

When installation failed due to an error the first time I ran it, I was directed to the Symantec website, which instructed me to download a Norton removal tool, which removed all my Norton software. This would have been fine, except the removal tool required the entry of the text from one of those visual verification boxes in order to continue with the application. Unfortunately, because of all of the various Norton products I had installed, it required running of the removal tool twice, both times requiring me to call my wife in to assist by reading the text in this box so I could enter it into the edit field.

Finally, after much frustration and cursing at the computer, I got both the Systemworks and Internet Security software installed. However, once it came time to configure the software, I found none of the traditional keyboard commands for moving around the screen worked. Again, I had to take my wife away from what she was doing to assist. We finally got it all set up, and we decided to have me see what, if anything, was useable by a blind user without sighted assistance.

As it turns out, I can use Windows Doctor, Disk Doctor, SpeedDisk, and Express Cleanup without sighted assistance. When it comes to the Systemworks utility, I was able to run Live Update somehow, but could not access any of the other utilities or scans via the keyboard. Norton Internet Security is completely useless without a mouse; I can't even run a virus scan without help.

So far, the best Norton layout I've seen was in Internet Security 2005 and Systemworks 2005. If Symantec would go back to this style, I imagine those of using JAWS for Windows and other screenreaders would be able to use the new version with all of its enhancements without issue.

I realize this article sounds like I'm complaining, but I'm not. In my case, I'm lucky and have a sighted spouse and friends who can and will assist me with these things. However, many blind people I know do not live with a sighted person, and do not always have one handy to assist when there is a computer problem. Even those of us who do have that option often like to be independent and install our own software, use it ourselves, and configure it without assistance. In the case of most programs, we can do this without a problem. This was also true in the Norton line of products up until this latest version. Symantec, sadly, is not the only company who has seemingly abandoned accessibility in favor of being flashy, or visually slick. One of my favorite media creation programs, Roxio Easy Media Creator, did this starting with version 7. Up until version 6, they were completely user-friendly with JAWS...But I digress.

I have written to Symantec about the issues, and am hoping to hear something from them soon. I've also contacted Freedom Scientific, the makers of JAWS for Windows, and they have responded. They agree that the program is pretty inaccessible, but say I've done the right thing by contacting Symantec, as there's not much they can do, even with their scripters, with the program in its current state. Hopefully, Symantec will come to its senses and not alienate the blind community.

I must say, however, other than its accessibility issues, the Norton 2007 suite of products does work just as well as I've come to expect Norton products to work. I had my wife help me run the scans and utilities I couldn't access via keyboard commands, and the computer is working like a charm.

As far as living up to the high standards set by Symantec, I'd give both Systemworks and Internet Security a 5 out of 5.

As far as accessibility and ease of use for the blind and visually impaired, I give it a 1.

My advice to any blind or low vision consumer considering upgrading: Renew your subscription to Norton 2005 or 2006. Don't buy the upgrade package until Symantec has made some efforts to bring back the accessibility of the software.