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Kudos0

Cannot connect to internet through Norton

I installed Norton 360 on my computer but it will not connect to internet to finish the process or update. I have windows XP and after some work was able to get the old MacAfee uninstalled. I am able to connect to the internet but cannot go to any Norton site or any other that could help. I searched other forums and ran malwarebytes anti-malware,  it found and removed several things but did not help otherwise. I'm at a loss as what to do next.

Replies

Kudos0

Re: Cannot connect to internet through Norton

Hi Kelsue

Since you installed N360 while still having parts of McAfee installed, that may have caused N360 to install improperly also. It may be necessary for you to remove N360 and then try reinstalling N360 if you are still having problems after uninstalling McAfee the proper way.

Success always occurs in private and failure in full view.
Kudos0

Re: Cannot connect to internet through Norton

Can you try running the W32.downadup removal tool and then check whether you are able to connect to Symantec Web sites. You can obtain the tool from the following link:

 

http://www.symantec.com/content/en/us/global/removal_tool/threat_writeups/D.exe

 

You need to download the tool first (D.exe) and then run it.

 

if that does not work, then run Norton Bootable recovery tool from the link:

 

Norton Bootable recovery tool

 

Let us know the result.

 

Vineeth--

Kudos0

Re: Cannot connect to internet through Norton

Sorry, I knew I was forgetting to mention something. I used the McAfee removal tool. I was able to put it on a flash drive from my other comp. Then I uninstalled Norton and re-installed.

Kudos0

Re: Cannot connect to internet through Norton

I installed Norton 360 on my computer but it will not connect to internet to finish the process or update. I have windows XP and after some work was able to get the old MacAfee uninstalled. I am able to connect to the internet but cannot go to any Norton site or any other that could help. I searched other forums and ran malwarebytes anti-malware,  it found and removed several things but did not help otherwise. I'm at a loss as what to do next.

Kudos0

Re: Cannot connect to internet through Norton

When you uninstalled N360, did you tell it to keep your settings and user data?

If so, please perform a Smart Firewall reset (Settings > Firewall > General Settings > Firewall Reset --> reset), reboot the computer and try your connection again.

Win7 x32 SP1
Kudos0

Re: Cannot connect to internet through Norton

First let me say thanks for all your suggestions. I'm still unable to connect. I'm not sure if my settings were saved I dont recall being asked when I uninstalled. When I open Norton and go to the history after I try to connect, this is what it says under activity,

Rule "Default Block UPnP Discovery" stealthed (24.124.109.41, Port ssdp(1900). Inbound UDP packet. I get the same when my firewall is off. The activity before that is, Unused port blocking has blocked communications. Inbound TCP connection. Could this be helpful? Thanks again.

Kudos0

Re: Cannot connect to internet through Norton

First, can you find the Malwarebytes' log file of the removed errors and attach it here to a post for review?  (MBAM will open the log file in Notepad; use Notepad to save the file on your desktop and then use the Add Attachments link under the orange POST button to add the file to a reply post.  You can delete the desktop file after you POST the message.)

There are other steps to get you a clean installation of N360 going but we need to see what is possibly still on your system.  If your system appears clean (once the log file is reviewed), you will need fresh copies of the Norton Removal Tool and the N360 installation file.  I'll include the steps here but you should wait to do them until your log is reviewed.  You can go ahead and download the files needed so they will on hand when you need them.


1) Copy your Norton key for safe keeping just in case you need it. You should not need this but it is better to have the key on hand than to need it and not have ready access to the key. You can find a copy of your currently installed key in My Documents\Symantec\Norton 360_Key.txt.  Or you can store the key in www.mynortonaccount.com

Also, if you have any data in the Identity Safe, you may want to use the Backup (Export) to copy this to a safe place (your desktop is fine; the data will be restored after the installation).  The Backup function is located in Settings > Identity Protection.

2) Download the Norton Removal Tool from this link. Norton Removal Tool Choose the N360 v3 link and download the BUdump.exe to your desktop and the Norton Removal Tool (NRT) to your desktop. Directions are on the link page.

3) Download the latest version of N360 v3 from this link. Reinstall After Removal Choose the Norton N360 link. On the next page you can download the N360 installation software. Premium is the version with 25GB of online storage; Standard has 2 or 3 GB of online storage.

4) Run the BUdump.exe utility if you have any backups that you have run through N360. If you have not done any backup through N360 then you can skip this part.

5) Disconnect from the Internet until your system needs the connection later in the process.

6) Go to START > N360 > Uninstall and let N360 uninstall itself. It will want to reboot the machine. Let it.

7) Run the Norton Removal Tool.  Reboot the system.


8) Run the Norton Removal Tool. When the tool is finished and before you reboot the system, use Windows Explorer to search for any Norton, N360 or Symantec folders left on the system (except for the install files that you downloaded previously).  When you find any, delete them.  After you have deleted the files, cloase Windows Explorer and click on the Reboot in the Norton Removal Tool to restart your system.

9) Let Windows boot into normal mode now.

10) Install N360 by double clicking the file you downloaded and saved to your desktop in step 3.

11) When the installation asks for your key or says activating your product, reconnect to the internet then (plug your cable in or turn on the wireless card). [Note: The installation may not ask for your key and activate by using the previous key on the system. Your system will still need to connect to the internet at this point so updated definitions can be downloaded.]

12) Run the Live Update process manually until Live Update reports that there are no more updates to download, N360 is fully up to date.

13) Reboot your system now to insure that any components updated during step 12 are loaded properly.

14) See if your error is fixed now.

Report back here with how this works for you.

Win7 x32 SP1
Kudos0

Re: Cannot connect to internet through Norton

Hi Kelsue,

Welcome to Norton Community!

To remove Mcafee completely from your computer, you may need to use the Mcafee Removal tool. Check the instructions provided in the McAfee Support Article in this LINK.Then check whether you are able to connect to Symantec Web site. If the problem persists, try booting your computer to Safe Mode with Networking.

 

Yogesh

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