• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs

Not what you are looking for? Ask the experts!

Kudos0

Norton Removal Tool Problems

A 90 day trial of norton 2008 came with my laptop purchase. After it expired in january, I deleted what I though was all the norton components because its just not compatible with vista.  I have been having problems using my bittorrent software, and while searching for a solution, I found out that I still have norton security firewall switched on and there is nowhere for me to turn it off.

I went online to search for a solution and the norton Removl tool was suggested. I havent been able to run this yet as cause a new window keeps opening with this address  

ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe/

 And the page has the following info in it as well as the above address too

Up to higher level directory

Name Size Last Modified

HELP! Norton is turning out to be a virus in itself.

Replies

Kudos0

Re: Norton Removal Tool Problems

A 90 day trial of norton 2008 came with my laptop purchase. After it expired in january, I deleted what I though was all the norton components because its just not compatible with vista.  I have been having problems using my bittorrent software, and while searching for a solution, I found out that I still have norton security firewall switched on and there is nowhere for me to turn it off.

I went online to search for a solution and the norton Removl tool was suggested. I havent been able to run this yet as cause a new window keeps opening with this address  

ftp://ftp.symantec.com/public/english_us_canada/removal_tools/Norton_Removal_Tool.exe/

 And the page has the following info in it as well as the above address too

Up to higher level directory

Name Size Last Modified

HELP! Norton is turning out to be a virus in itself.

Kudos0

Re: Norton Removal Tool Problems

Kudos0

Re: Norton Removal Tool Problems

Does this work for you?
"All that we are is the result of what we have thought"
Kudos0

Re: Norton Removal Tool Problems

That website is where I went to and had problems downloading the removal tool. It's still thesame story today. I've really had it with Norton. What is the solution please?
Kudos0

Re: Norton Removal Tool Problems

Bondgirl1980,

If you go to the link provided by Shanmugapriya, you'll see a list of Norton product versions. Go ahead and click the link for the version of the product that you have. If it's 2008, then clicking this link will take you to:

http://service1.symantec.com/SUPPORT/norton2008.nsf/docid/2007082908475279?Open&docid=2005033108162039&nsf=tsgeninfo.nsf&view=docid

After following Steps 1 and 2, click the DOWNLOAD button in Step 3.  This will actually download the Norton Removal Tool from the FTP site that you mentioned earlier.  Is the download not working for you?

Alternatively, you can go directly to ftp://ftp.symantec.com/public/english_us_canada/removal_tools, and manually download Norton_Removal_Tool.exe from this location.

Let us know if this works for you.

-Sunny

Kudos0

Re: Norton Removal Tool Problems

I don't think my explanation was clear because you guys keep giving me thesame instructions that are identical to what I said I had already tried.

I have gone to the following site more than twenty times to download the removal tool

http://service1.symantec.com/SUPPORT/norton2008.nsf/docid/2007082908475279?Open&docid=2005033108162039&nsf=tsgeninfo.nsf&view=docid 

This new window I told you about always opens - ftp://ftp.symantec.com/public/english_us_canada/removal_tools/

I save it but its no use cause its empty.  My question is, how am i supposed to go through the process of saving the removal tool, like it says on the removal tool instruction page, and running it when its not even downloading?  What does the page that keeps coming up mean? what am I supposed to do with that page?

Kudos0

Re: Norton Removal Tool Problems

I didnt mention that I didnt do steps1 and 2 on the instructions page. ?ButI dont think that should matter because neither of the steps trigger or change anything. I have no intention of using a norton product again so step 2 is irrelevant to me.
Kudos0

Re: Norton Removal Tool Problems

No, not at all. Any suggestions?
Kudos1

Re: Norton Removal Tool Problems


Bondgirl1980 wrote:

A 90 day trial of norton 2008 came with my laptop purchase. After it expired in january, I deleted what I though was all the norton components because its just not compatible with vista.  I have been having problems using my bittorrent software, and while searching for a solution, I found out that I still have norton security firewall switched on and there is nowhere for me to turn it off.


I've read through all the posts up to today and noticed that no one seems to have addressed the contents of your original post.

You said "I deleted".  You did not say "I uninstalled".  Am I right that you did not use the ADD/REMOVE component to uninstall Norton?

Another ambiguity.  You said you have a trial of "norton 2008".  There is no such thing as "norton 2008".  There is a Norton Antivirus 2008, which does not have a Firewall component.  There is a Norton Internet Security 2008 which has both AV and a Firewall.  There is Norton Systemworks and Norton 360, neither of which have a 2008 identifier to the best of my recollection.

Just to help us help you, would you specify exactly which product you meant by "norton 2008"?

Why am I insisting are such specificity?  Because I don't remember any of my computers or my client's computers coming with trial versions of NIS 2008, only NAV 2008

If that is true in your case, then how did you get the Norton Firewall on your computer? This is important because however you got it, that would suggest the best way of getting rid of it.

===============================================

Not having the answer to any of the above, I am going to make some stabs in the dark.  Here are my assumptions:

1.  You had a trial version of NIS 2008 on your computer.

2.  You deleted Norton components but did not uninstall the product.  Therefore you have somehow left behind an active version of Norton Firewall.  How this happened accidentally is beyond my imagination ... at the moment.

If this is true, then the best way to approach a solution to your problem would probably be:

1.  Reinstall NIS 2008 if you can find someone with the product.

2.  Borrow it, install it, then use ADD/REMOVE to uninstall it.

OR

1.  Download the trial version of NIS 2009 and install it  ( Upgrade enter "Norton Internet Security" and "2008" where it says "product" and "version".  It will self-install.)

2.  Use ADD/REMOVE to uninstall it after installation is complete (or try it out -- you might find it is perfect for you).

OR IF NEITHER OF THE ABOVE WORKS:

Consider the possibility that all this is the symptom of malware and has nothing to do with Norton.  Download Malwarebytes free product and run a scan and report back to us.  If it looks like you are infected, you will be asked to do some other things including running HijackThis to get a good report.  There are experts here at viral cleanup who will be glad to walk you through this.

================================================================

More comments:

Your description of the problem makes me think that you did not buy the computer new.  Is this true?  If so, it is highly likely that the previous owner was trying a number of different security apps and did not properly clean them up.

New or not, your best bet might be reimaging the harddrive using your product's restore procedures.  If you do this, make sure you BACKUP all data files you have created since starting your computer:  Financial data, pictures, music, letters, email, passwords, activation codes for new software you installed, etc.

Please keep us informed and we will do our best to help you with this.

Good luck.

Message Edited by mijcar on 04-29-2009 09:15 AM
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

mijcar has some good questions and points.  But regardless of which exact Norton 2008 product Bondgirl1980 has, the Norton Removal Tool should download correctly from the site.  If the Norton product(s) was(were) manually "deleted" rather than uninstalled, the Norton Removal Tool still might be able to help clean up the machine. 

Bondgirl1980, did you try following the alternative approach that I talked about before?


Alternatively, you can go directly to ftp://ftp.symantec.com/public/english_us_canada/removal_tools, and manually download Norton_Removal_Tool.exe from this location.


Do you see anything if you go to ftp://ftp.symantec.com/public/english_us_canada/removal_tools?

Kudos0

Re: Norton Removal Tool Problems

Wow. Thanks for your reply. you have given me more practical solutions but sadly they didn't work.

Unlike you, I dont speak computer, but I'll try my best to clarify my position.

The trial I got was the NIS 2008. It came with my brand new Acer laptop.  I did delete it in add or remove programs, and I am as amazed as you that the firewall is still active. There is absoloutely no symantec product, not that I can find anyway, left on my laptop except this active firewall. So I have no means of turning it off, or re-uninstalling norton properly.

I tried downlading the free 2009 version like you suggested but when I try to run it, a synmantec downlaad manager window pops up, and it reads communications error 0.00MB.  I have the 2009vicon on my desktop but it wont run. It gives me the option of a proxy server (like I know what that means).

I guess its official, I'm in trouble. I just want to be able to use my Bittorrent. I cant include it as a firewall exception on Norton because technically, norton doesnt exist on my computer ( except for the firewall that is).  Why wont it let me use the removal tool?

I am at my wits end. Help!

Kudos0

Re: Norton Removal Tool Problems

I did try both links, and I still get the same page I keep telling you about. Have you guys looked at that page to know what I can do or where I can go from there?
Kudos0

Re: Norton Removal Tool Problems

If you go to ftp://ftp.symantec.com/public/english_us_canada/removal_tools directly, you should see a list of the files uploaded at this location.  From here, you should be able to click and download Norton_Removal_Tool.exe.  I just tried out all these pages and links, and everything works for me perfectly.  I have a feeling that you have something else going on with your network.  Are you behind a proxy of some sort?  Also, another question... how do you know that you still have the firewall component left behind from an earlier Norton product installation?

Kudos0

Re: Norton Removal Tool Problems


sunnyc wrote:

If you go to ftp://ftp.symantec.com/public/english_us_canada/removal_tools directly, you should see a list of the files uploaded at this location.  From here, you should be able to click and download Norton_Removal_Tool.exe.  I just tried out all these pages and links, and everything works for me perfectly.  I have a feeling that you have something else going on with your network.  Are you behind a proxy of some sort?  Also, another question... how do you know that you still have the firewall component left behind from an earlier Norton product installation?


You seem to have the same concerns I have.

I am thinking that she might have a malware infection that is mimicking Norton Firewall.

I made my suggestions about trying other versions because it seemed that something was blocking her ability to either access or else to download the NRT from both HTTP and FTP sites.  Yes, this would be hyper-specific behavior and very unlikely, but what other explanations are there?

Bondgirl, it is extremely important that you read this and respond as precisely as possible!

Sunny gave you TWO download site options.  One of them has the letter combination "FTP" in the link he gave.  This is the link in the section I quoted above.  What happens when you go there and select the tool on the page listing?  Or do you not even get the page listing?  Are you able to download other applications (for example, NIS 2009) and other files from other sites?  Are you on dialup or a highspeed broadband connection?

I know this is frustrating for you and you just want to tell us how bad it makes you feel, but without the specific answers to questions like this, we just can't guide you in the right direction.

Message Edited by mijcar on 04-29-2009 11:47 AM
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

Mij,

I'm addressing this to you so as not to confuse bondgirl --

Does one not have to have something special to download from a ftp site? I know when I was ETing I was OK because I use PowerDesk and it includes a module for dealing with ftp sites.

I'm using IE7 in XP on this desktop and just downloaded both Norton Removal Tools without a problem so maybe something has changed.

Don't hesitate to say I'm talking nonsense -- that's why I addressed to you not to BG <g>

Do we know what version of Windows including SPs is involved?

Hugh
Kudos2

Re: Norton Removal Tool Problems

Nothing special (any more) about FTP downloads.  She's using Vista and that (and XP) can handle any FTP.  I sometimes use FTP with either IE or Firefox.  No problems.

One of the things that concern me is her claim that NIS 8 doesn't work with Vista.  I had NIS 8 on my son's Vista machine for a year with absolutely not one single problem.  She says the problem happens with BitTorrent and I believe we have seen users have BitTorrent issues before.  These issues were first blamed on Norton and then all turned out be other issues (I don't remember whether it was out-of-date drivers or software, but Norton wasn't the issue).

If she really is having a valid Norton Firewall popping out, she needs to find a registry cleaner that will work in SafeMode or -- even better -- from a bootable disk.  Something like Norton Systemworks.  I'm not comfortable, however, with just trying to rip it out because I feel there is something else here at play.  We really need a lot more data.  How does Norton Firewall make its presence felt.  Does a Norton screen pop up?  What options does it present?  What makes it appear, if it appears?  What does CAD reveal in system processes about Norton Firewall?  If it's a component of NIS, as she said, where is Norton AV?  Where is the console?  I am concerned that the poster says she deleted all parts of the Norton trial package?  What does she mean?  Removal is a single step in the ADD/REMOVE menu and does not consist of removing "all parts".  Why was it phrased this way?  I have the sense that she may have tried to remove it first by deleting the folder in Program Files, ran in the difficulty that she couldn't delete all components, then tried to used ADD/REMOVE which wouldn't have been effective because of the previously deleted files.  Oy, what a mess!

Even if everything was played by the book, her inability to download from either an HTTP or FTP site is of real concern to me.  She shouldn't be able to get Microsoft Updates or updates for any of her other products either.  Something is seriously wrong.

If I had that problem on my computer, I would reimage my computer back to factory status.  She needs those file downloading abilities.

Message Edited by mijcar on 04-29-2009 05:44 PM
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

Thanks for clearing that out of the way .... happy to just watch.
Hugh
Kudos0

Re: Norton Removal Tool Problems


huwyngr wrote:
Thanks for clearing that out of the way .... happy to just watch.

No way, kid!  Get in there and do something!  :-)

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

Bondgirl1980 - if you are still with us here (while the others try and help with what is blocking your view and access of the Norton Removal Tool) this will turn off the Norton Firewall if you still have it on your system.  I see that you have Vista so I will show these steps on my machine as I have Vista also.  (Anytime the User Account Control pop up opens just click continue.)

1)  Find your Network Icon in the bottom right hand corner of your desktop next to the time and date.  Right click on it and choose Network and Sharing Center.

2)  In the left hand column, click on Manage network connections.

3)  Select the first network connection in the next screen by right clicking on it and choosing Properties from the menu that opens.

4)  You will see a Connection Properties display window that lists all the properties for that connection.  In the middle of the page is a list box that has drivers listed for that connection.  Find the one for Symantec (or Norton, not sure about what was listed for NIS2008) and if it has a check mark there then uncheck it.  Click on OK.

5)  Repeat step 3 and 4 (select by right click, Properties, etc) for each network connection listed (if one of the connections is active, a message may pop up about rebooting your machine for this to take affect.  Close that window by clicking OK and continue on to the others listed.).

6)  When done with uncheck all the network connections, close the Network connections and the Network and Sharing windows.

7)  Reboot your machine.  The Symantec Firewall driver will no longer be loaded into the network connections.

While the above directions will do what you wanted done in your original post, please consider some of the points that have come up in this thread.  You are being blocked from seeing and accessing security software downloads.  To make sure that nothing nasty is on your machine, please download MalwareBytes AntiMalware form this LINK .  You can use the free version; it will do just fine for now.  Download the software and double click on the file to install it.  Once installed, run the program and go to the tab for Updates.  Update the definitions (and the program it needed).  When updated, go to the Scan tab and run a Full Scan.  If it finds malware, it will either delete it or wait at the end for you to tell it what to do.  Always tell it to at least Quarantine the malware or better yet to delete or fix the problems.

Sorry you were having so much trouble.  Hope this helps you out.  I have attached a picture to show you some of the windows that will show up on your system during the Firewall disabling.  Post back if you need help.

[edit: Resized image.]

Message Edited by shannons on 04-30-2009 05:34 AM
Win7 x32 SP1
Kudos0

Re: Norton Removal Tool Problems

Hi there Mijcar,

When I go directly to the ftp site, I get no listings at all. Only a page with the address copied in it and a picture of a folder saying "Up to a higher level directory" (which i can click on 4 times till it says failed to connect. each time i click on the folder it shaves off part of the page's address). Beneath the folder there are the word: name, size, last modified. Beneath that is a blank. nothing at all.

Even when i go the http route, and choose my product, and get the the 3 step page and click download, its still the same story.

I have ran Cleaner and Eusing free registry and they didnt detect anything. 

Actually I never have any pop ups indicating that norton has blocked anything. The way I found out about the firewall is that I checked  my security settings and noticed that my firewall indicator was on, even though I had turned my windows firewall off.  So I checked what firewalls I had on my laptop and it showed that NIS firewall status was on and Windows firewall was off. Maybe its a Norton ghost, I think ive heard of software ghosts before.

My internet connection is a broadband dial-up, if that makes any sense. you have to dial it, but its a broadband connection.

Kudos0

Re: Norton Removal Tool Problems

Thanks Dbrisendine.

I tried what you suggested regarding my internet connection. Norton/synmatec isnt there at all.  Il try the anti-malware thing and let you know how that goes.

Is it even possible for one's NIS to expire and they'll still have firewall protection but no virus or malware protection?

Kudos0

Re: Norton Removal Tool Problems

d gud thing u can do is run malware bytes. nd regarding removal tool download. just try other mirrors 2 download removal tool. there cud b a threat blocking u 2 access symantec .w32 sality.ae does d same.Message Edited by silverhawk on 04-30-2009 04:50 AM
Genuine Windows 8.1 x64 Pro; NIS 2014; HP Pavallion G6 Notebook with AMD Core 2 Quad A10; 6 GB RAM; ; 1TB Western Digital HDD, AMD Radeon 2.5 GB Graphics Card
Kudos0

Re: Norton Removal Tool Problems

I ran the anti-malware and only one thing was found. It was some game software. ive deleted it but still have the same issues. I was unable to update the malware though cause it says im not connected to the internet, which I clearly am. 

I dont know if its an issue that mu IE doesnt work. I had deleted it off my computer a few months ago (I love to delete things you see), and i recently reinstalled the latest version, but now its like my internet connection isnt registered there. My default browser used to be explorer but i canged it to mozilla. since then anytime I try to open a link from a software im downloading or fromthe windows help page, it saysno internet connection detected.

Could all this be connected? I know how to use the internet but all this software and hardware stuff is above my head im afraid.

Kudos0

Re: Norton Removal Tool Problems


Bondgirl1980 wrote:

Thanks Dbrisendine.

I tried what you suggested regarding my internet connection. Norton/synmatec isnt there at all.  Il try the anti-malware thing and let you know how that goes.

Is it even possible for one's NIS to expire and they'll still have firewall protection but no virus or malware protection?


Bondgirl1980 -

Thanks for letting us know the outcome of the network driver rework.  I have good news and bad news for you.  The good news is that (as you requested in the original post) there is NO functioning Norton firewall on your system at all.  NONE.  The bad news is that there must be a setting in Windows Security that keeps the record of the firewall there.  I'm not sure how to reset Windows Security database on Vista (I know how on XP but not Vista at the moment).  I will look into this today and get back to you with the solution tonight / this evening.

The answer to the second question is no; the firewall, AV and malware protection would all cease to function at the same time if the license expired on the software.  There seems to be a growing number of malware written lately that is attempting to shut parts of Norton down when they infect a system (I guess if your in the top group that makes you more of a target) but we are fighting that.

Which bring me to some questions.  Why do you want to have no firewall on at all?  Do you have any malware protection currently?  You mentioned using Bittorrent in your first post; know that using this without active malware protection is like walking cut and bleeding through a Level 4 biolab; you are going to get something fast.  Torrent software is a major way that malware spreads.  Not trying to scare you or make any judgment's on your personal usage of the internet.  I am just trying to inform you the facts and help you as best we can (and that you want).

Win7 x32 SP1
Kudos0

Re: Norton Removal Tool Problems

Let me add to the concerns voiced by Dbris:

Why in the world did you remove Microsoft Update?  And how?  Or are you only talking specifically about MS Update, but not Windows Update?  If you removed MS Update, how did you do it?  Was it through the add-on control in IE?  Are you sure you completely removed it?

Earlier in this strand, I believe you suggested that you are not much into computer tech (specifically, you said "Unlike you, I dont speak computer" ); where are you getting the expertise and confidence to do all this application deleting?  And to what purpose?

The behavior you observe sounds viral.  FTP sites with type that disappears as you click on it, poorly displayed links, misinformation about application processes, no internet connection messages when you try to access anti-malware sites, etc.  (By the way, why haven't you gotten access to another computer, downloaded the NRT to that computer, put it on a stick and brought it over to your computer?  It is very small and your should be able to do this fast.)

Good luck.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

I just had a brainstorm in the nothing-ventured-nothing-gained category.  This is a strategy that has resolved numerous problems for other people.

1.  Create a new user name with full admin rights.

2.  Log off the current user.

3.  Log on to the new user (do NOT use the switch log-on option and do not reboot.).

4.  See if you can get to NRT using Firefox (or IE).  If you can, then run the tool.  Also see how this new user affects the overall behavior of the computer.  Run malwarebytes or some other malware program.

5.  If this does not help, try shutting down and rebooting to this new user and see what happens.

Report back to us.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

I think i'll try your original suggestion to reimage my computer/restore to factory settings. ive backed up all my files on windows backup. could you tell me how to restore to factory settings step by step before i totally wreck my laptop?  I think I know how, but I'd rather not make anymore mistakes.

Will I be able to restore the files on my d: harddrive after i restore to factory settings and want my files back?

My laptop is an ACER and i'm using vista as you know.

Kudos0

Re: Norton Removal Tool Problems

Using another login didnt work. same problem.good idea though  However, come to think of it, for the last month or so I havent gotten any update messages. When im trying to check for new definitions for windows defender i get an error message 0x80072efd.
Kudos0

Re: Norton Removal Tool Problems


Bondgirl1980 wrote:

I think i'll try your original suggestion to reimage my computer/restore to factory settings. ive backed up all my files on windows backup. could you tell me how to restore to factory settings step by step before i totally wreck my laptop?  I think I know how, but I'd rather not make anymore mistakes.

Will I be able to restore the files on my d: harddrive after i restore to factory settings and want my files back?

My laptop is an ACER and i'm using vista as you know.


Alas, factory restore is so machine-and-date specific that we can only give you the broadest kind of advice.

Your computer should have come with one of the two following (maybe both):

 1.  A hidden partition containing the restore files.  It is accessed by some program in the main menu that refers to Computer Assistance in some manner of another, but IS NOT the HELP link.  When you click on this, you should get to something that offers you various options, one of which is a full factory restore.  That is what I recommend going for.

2.  A set of disks or even a single DVD labelled something like Factory Restore (unfortunately, it seldom says just that).  The DVD is launched by one of three methods:

First method: When you power on your computer, there may be a quick display saying something like SYSTEM RESTORE or RECOVERY and an indication of which key to press.  Press that key and it will walk you through the rest of the steps.  Choose the full factory restore option.

Second method:  While on the desktop, put it in the harddrive, it self-boots and then walks you through the steps.  This is the user-friendlier method and I would recommend giving it a go.

Third method:  Turn computer on, put disk in harddrive, power off, power on.  Disk should boot-up and give you the proper options.  If not, you may have to go into the BIOS and change the boot sequence so that the CD/DVD player boots up before the harddrive (not difficult at all, although it may sound that way -- instructions are on the screen).  You will see the way to get into BIOS when you power on.  There will be a quick message telling you what key to press for SETUP.  Even better, there might be a message for BOOT ORDER (or something like that) and using that one will solve the issue.


P.S.   1.  Although almost all restore/recovery options include the option of backing up your system to a separate partition (a good option), nonetheless make certain you have also backed up everything important to something NOT on your harddrive (an external harddrive, perhaps, or a Stick if you don't have too much, or a CD, ...  something.)

  2.  If your computer did not come with Recovery/Restore disks, it will have the option to create them.  You should do so, because you only get one shot at this (on most computers, and Acer is part of Compaq/HP and they only give one shot).  This is a hard call and you might want to wait until you have restored the factory image since I can't predict how successfully the disks would be created, given the current state of your computer.

Message Edited by mijcar on 04-30-2009 02:20 PM
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems


Bondgirl1980 wrote:

[ ... ]

I dont know if its an issue that mu IE doesnt work.

I had deleted it off my computer a few months ago (I love to delete things you see), and i recently reinstalled the latest version, but now its like my internet connection isnt registered there. My default browser used to be explorer but i canged it to mozilla. since then anytime I try to open a link from a software im downloading or fromthe windows help page, it saysno internet connection detected.

Could all this be connected? I know how to use the internet but all this software and hardware stuff is above my head im afraid.


Wooooah!

Firstly you can't uninstall Internet Explorer -- it is such an integral part of Windows that Microsoft will not let you uninstall it.

If you deleted it somehow then that could begin to explain problems since it's a sure recipe for disaster to try and improve WIndows by deleting things -- I see so many users elsewhere where I support computer users come in saying "I tidied up my WIndows installation and got rid of a lot of stuff I don't use and now it won't boot up -- what can I do?"

I'm not bugging you but windows is like that and you really must not change anything unless you know what it does -- I even discourage people from using some of the tools that Norton puts like in Norton 360 or Norton System Works because, again, if you don't know more than they do you can be in for trouble.

Secondly you are using Mozilla and I believe that browser is not supported by Norton Applications .....

I was about to ask you if you were using Internet Explorer 8 and if so to try using the Compatibility setting on that but for me it is pretty clear now that the first thing you must do is to use that Restore to Factory state after saving any personal files you may have on the computer onto an external drive or onto CD/DVDs.

Do that and fully update it with Windows Updates and then we will be happy to help you uninstall (not delete) that trial version of Norton 2008 and install 2009.

If you need some help in carrying out the Factory Restore do ask and I'm sure some can be given, or ask someone you know locally who is used to doing it.

But do remember to save your personal files and things like passwords and KEYS for any software you may have purchased.

Hugh
Kudos0

Re: Norton Removal Tool Problems

why don't you format your hard drive and reinstall windows and other programs again..!! there has been lot of problem going on in your computer...the best way to start fresh is to install a clean windows...
Genuine Windows 8.1 x64 Pro; NIS 2014; HP Pavallion G6 Notebook with AMD Core 2 Quad A10; 6 GB RAM; ; 1TB Western Digital HDD, AMD Radeon 2.5 GB Graphics Card
Kudos0

Re: Norton Removal Tool Problems


silverhawk wrote:
why don't you format your hard drive and reinstall windows and other programs again..!! there has been lot of problem going on in your computer...the best way to start fresh is to install a clean windows...

If she does this, she will have to track down all the appropriate drivers and related software for her particular system.  Even they were provided on some CD/DVD for recovery, the reintroduction might prove difficult.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

Huwy, you leapt to a few misconclusions.  :-)

She said she deleted the updater, not IE itself (as I understand it).  And I am fairly certain that when she says "Mozilla", she means "Mozilla Firefox", which Norton certainly supports.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

BTW, things to do after reimaging:

1.  Don't install or enable any AV program.

2.  Run Windows Update and accept the following updates as they are made available (but not the others):

     a.  Microsoft Update option which will appear as a suggestion on the right part of the screen and not as part of the normal update list.

     b.  Service Pack 3, which should be offered almost immediately.

     c.  IE 7 if you don't already have it.

3.  If one of these doesn't appear, try Windows/Microsoft Update again.  If it still doesn't appear, then accept all the critical updates but none of the rest.  Then see if you get the rest of 2. above.

4.  Next, look at the recommended updates and go after

     a.  Media Player 11

     b.  Windows Framework, all versions, but not updates.

5.  Next, run Update again and accept all critical updates.

6.  Install the security programs of your choice.  Delete the trial version of Norton. If you really don't want Norton, now is the time to choose something out; but we recommend you try the new trial version of Norton Internet Security 2009.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems


mijcar wrote:

Huwy, you leapt to a few misconclusions.  :-)

She said she deleted the updater, not IE itself (as I understand it).  And I am fairly certain that when she says "Mozilla", she means "Mozilla Firefox", which Norton certainly supports.


Quite possibly although I tried to go by what BG wrote and that I quoted. 

But since I understood that BG has the Acer laptop recovery disk(s) and since laptops are special cases when it comes to their operating system and special features then I'd still say it is best and simplest to start from scratch.

I've seen too much time wasted in reaching an unsatisfactory solution by trying to "mend" something that has gone wrong.

Hugh
Kudos0

Re: Norton Removal Tool Problems


Bondgirl1980 wrote:

I think i'll try your original suggestion to reimage my computer/restore to factory settings.  [ ... ]

My laptop is an ACER and i'm using vista as you know.


If you give the exact ACER model number I'd be glad to look it up and check the procedure for you but I'm going to be off line until Monday probably.

It should be in your manual or on the hard drive reachable through START / All Programs -- if you check some of the entries for one that sounds right -- HP have a system built in called Recovery Manager for example.

Just to give you an idea of how it might work have a look at this page on the Acer Notebook Support Site which I found by selecting a fairly random Acer Notebook Model the 3500.

Message Edited by huwyngr on 04-30-2009 09:42 PM
Hugh
Kudos0

Re: Norton Removal Tool Problems

Its an Acer 5715Z. It too does have its built in backup/recovery suite. I dont have any cds for acer, windows etc. They were aready installed on my laptop.  Even the norton. all i had to do was activate the norton 90 day trial.
Kudos0

Re: Norton Removal Tool Problems

installing vista is very easy. install vista if you have dvd nd if you do not have than borrow from someone and install with your produck key that you can find below your laptop surface. if your pc came preinstalled with vista. as you have deleted and played around than you have to do it. today or tommorrow. it would solve all your problems.
Genuine Windows 8.1 x64 Pro; NIS 2014; HP Pavallion G6 Notebook with AMD Core 2 Quad A10; 6 GB RAM; ; 1TB Western Digital HDD, AMD Radeon 2.5 GB Graphics Card
Kudos0

Re: Norton Removal Tool Problems

Here's a link to all the support documents for that model which you may find useful in future.

Read up on the weRecovery -- there's a couple of articles.

Note that you can for additional safety make a set of DVDs for recovery using their eRcovery partition before you restore using the partition itself which is faster if you use method 1.

Burn Image to disc (create backup disc)

1.      You can create 3-7 CD's or 1-2 DVD's like the ones that were sent with units prior to eRecovery.

2.      The burned CD's are equal in usage to the System CD and Recovery CD's.

I'd recommend a clean start after making those recovery DVDs -- you may need two of them whereas you would need maybe 7 CDs!

Hugh
Kudos0

Re: Norton Removal Tool Problems

Hi Everyone.,

                               I may be a little late to this post. But just as a suggestion of NRT. How about any one of you uploading NRT in a third party file sharing Web site like rapidshare or whatever. Then she may be able to download the file in her computer. Don't know if its valid but its worth a shot.

N360User 

Message Edited by N360user on 05-03-2009 09:05 PMMessage Edited by N360user on 05-03-2009 09:05 PM
Kudos0

Re: Norton Removal Tool Problems

i think she could have used softpedia mirrors or might have searched through google as she was not able to download through symantec.
Genuine Windows 8.1 x64 Pro; NIS 2014; HP Pavallion G6 Notebook with AMD Core 2 Quad A10; 6 GB RAM; ; 1TB Western Digital HDD, AMD Radeon 2.5 GB Graphics Card
Kudos0

Re: Norton Removal Tool Problems

Sharing files is not something Symantec wants to encourage.  And for good reason.  By hosting this site and approving of such "transactions", they become potentially liable for the lurking bleep who passes on malware instead of the actual product he says he is sending.
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

My problem is that Norton Removal Tool just gets stuck.

I run Windows XP Home and I've been a Symantec customer for about four years.

A while ago I had terrible trouble trying to install NIS2009. It froze my machine solid everytime. I was then given directions (on another thread in this forum) on how to use Norton Removal Tool, so that I could then install and run NIS2009. I have followed the directions to the letter (turn off Symantec services, delete temporary files, run in safe mode, etc.), but no dice.

At first NRT just got stuck, within the first minute, on removing SysEvent.

Then I manually removed as many Norton/Symantec products (including SysEvent) as I could. As far as I can tell there are only a couple of files left which refuse to die:

C:\Norton Internet Security\Norton Antivirus\NavShExt.dll

C:\Norton Internet Security\isRes.dll 

Now, when I run NRT, the window it runs in looks a bit different. However, it still gets stuck. It says it's "removing products" but clearly, after letting it run FOR 40 MINUTES (!!!) you would think it would have done its job. So clearly it is just freezing.

Now, of course, on booting up I'm getting two messages from Norton about necessary files not being found.

So why, do you think, is this happening? Why doesn't Norton Removal Tool just work, and solve my problem, instead of creating a problem?
I am so fed up with Symantec products I could spit fire.

Kudos1

Re: Norton Removal Tool Problems


pchaviland wrote:
A while ago I had terrible trouble trying to install NIS2009. .... I was then given directions (on another thread in this forum) on how to use Norton Removal Tool, so that I could then install and run NIS2009. I have followed the directions to the letter (turn off Symantec services, delete temporary files, run in safe mode, etc.), but no dice.

At first NRT just got stuck, within the first minute, on removing SysEvent.

Then I manually removed as many Norton/Symantec products (including SysEvent) as I could. As far as I can tell there are only a couple of files left which refuse to die:

C:\Norton Internet Security\Norton Antivirus\NavShExt.dll

C:\Norton Internet Security\isRes.dll 

Now, when I run NRT, the window it runs in looks a bit different. However, it still gets stuck. It says it's "removing products" but clearly, after letting it run FOR 40 MINUTES (!!!) you would think it would have done its job. So clearly it is just freezing.

Now, of course, on booting up I'm getting two messages from Norton about necessary files not being found.

So why, do you think, is this happening? Why doesn't Norton Removal Tool just work, and solve my problem, instead of creating a problem?
I am so fed up with Symantec products I could spit fire.


Wow, I would be spitting fire, too.

I will admit immediately that this is probably beyond my technical knowledge.  So everything that follows is a combination of intuition and logic.


The first thing that caught my eye was what you were told to do in order to run NRT.  I have never seen such instructions before.  The general instructions for using the NRT is run it.  Period.  So it struck me as some of the things you did might be in conflict with what NRT does and that somehow this kept NRT from doing its job.  I see this as a possibility, but not a likely one.  Since NRT runs as a standalone, nothing you do before you launch NRT should make any difference.  Still ...


Another thing that occurred to me based on my experience is that you had some very old Norton products on your computer and that NRT didn't completely deal with them.  This has at least some reasonable possibility of being true, based on my own personal experiences.


The two DLL products that are left concern me, as they do you.  IsRes seems to be a test or signal that Norton is resident on your computer.  That false information could certain launch a sequence of behavior that you wouldn't want.  Likewise, NavShExt is the Shell
Extension info for Norton Antivirus.  It certainly shouldn't be present if NAV is no longer on your computer.

I would be interested in the dates associated with these files.  If they are very old, then that would suggest that might cause about older Norton products is valid.  If the dates are recent, then I would try to associate them with whatever product I was using about that time.  I would then do this:

Supposing the dates suggest they go with Norton AV 2009.  I would attempt to re-install NAV 2009, hoping that the installation would go through successfully.  This is unlikely -- more likely is that you will get a message that the product is already on your computer, or some other similar message.  However, this effort is part of my nothing-ventured-nothing-gained approach I use in times of desperation.  If the installation is totally successful, you would have a working product on your computer.  If it succeeds, but you still have issues, you could use the NRT again, and I would expect it to be more successful than before.


 Another thought occurs to me.  Since you are in the process of trying to remove NAV, and I suppose you don't feel secure without vrius protection, have you put any other security program into action.  In particular, do you use Spybot S&D?  If Spybot S&D is in a constant active mode, it will interfere with almost any installation or uninstallation process on your computer.  Other security programs could do the same thing.  Unfortunately, the type of interference run by Spybot S&D is to make it easy for you to corrupt an installation by blocking registry changes, resulting in exactly the kind of behavior you describe.  If you have been running Spybot S&D or other security monitoring programs, please let us know.  Unravelling the damage can be complicated.


Something important to keep in mind is that when you see a file displayed during an installation or removal or scanning process, and the process is frozen, it does not mean it got frozen on that file.  It could have got frozen on the way to the next file.  It could have froze on the way to that file.  It could have froze while looking at files within a compressed file.  We don't know for sure that SymEvent is actually where NRT had its problem.


It does occur to me that a good registry cleaner might make a lot of difference and perhaps -- if you have access to one -- you should try that first.

And now, I will shut up.  Hopefully, some of the things I mentioned might suggest possibilities to you based on your own more intimate knowledge of your machine.  I do suggest, however, that you don't just launch into clean-up without running before us some of the things you are going to try.  I have the feeling you may already have tried a few too many things -- not that I blame you; much of what you have done I probably would have done, too.
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Removal Tool Problems

One question; did you boot into Safe Mode before running the Norton Removal Tool?  Have you tried that now?
Win7 x32 SP1
Kudos0

Re: Norton Removal Tool Problems

I am so discouraged reading up on the Norton Removal Tool that I think I'll update to NIS 2009 using the add/remove programs. Just an observation. I've opened up my own thread discussing this frankly annoying and tiring issue...Sigh. It only gets more confusing with each post :-D
Kudos0

Re: Norton Removal Tool Problems

To reply to your remarks/questions:

mijcar – I do not have SpyBotS&D running on my computer. I used to, but removed it some time ago.

dbrisendine – Yes, I ran NRT while in safe mode. This was a precaution recommended to me on another thread in this forum.

Anyway, the long and short of it is that I have almost removed all Norton products from my machine. So should I now try to install NIS2009, knowing that when I previously tried to download and install it, it took over my computer and almost destroyed it? (I had to use a system restore in order to return to a point where the NIS2009 install did not completely take over and make every other process unaccessible. It was a total nightmare.)

Kudos0

Re: Norton Removal Tool Problems


pchaviland wrote:

....

Anyway, the long and short of it is that I have almost removed all Norton products from my machine. .......


What products are left?

Win7 x32 SP1
Kudos0

Re: Norton Removal Tool Problems

As I said in an earlier post, I can see only two Norton/Symantec files that remain on my computer and cannot be deleted:

C:\Norton Internet Security\Norton Antivirus\NavShExt.dll

C:\Norton Internet Security\isRes.dll

But of course there may be others in the registry or elsewhere that I'm not aware of. I am not a computer expert and much of what is discussed on this forum is Greek to me.

What I need help with is the question I asked above: can I now proceed to try to install NIS2009? Any chance that the install will just proceed normally and happily, given the unhappy history I have of it starting to install and then getting "stuck" for hours?

What I hate about the Norton install/uninstall process is that I, the computer administrator, am given absolutely no control. There is no option for terminating or pausing or rebooting. These processes just take command of your computer and, if they get stuck, there's nothing you can do except manually switch off and pray they don't start up again when you reboot. Really, really irritating!

Kudos0

Re: Norton Removal Tool Problems


pchaviland wrote:

As I said in an earlier post, I can see only two Norton/Symantec files that remain on my computer and cannot be deleted:

C:\Norton Internet Security\Norton Antivirus\NavShExt.dll

C:\Norton Internet Security\isRes.dll

But of course there may be others in the registry or elsewhere that I'm not aware of. I am not a computer expert and much of what is discussed on this forum is Greek to me.

What I need help with is the question I asked above: can I now proceed to try to install NIS2009? Any chance that the install will just proceed normally and happily, given the unhappy history I have of it starting to install and then getting "stuck" for hours?

What I hate about the Norton install/uninstall process is that I, the computer administrator, am given absolutely no control. There is no option for terminating or pausing or rebooting. These processes just take command of your computer and, if they get stuck, there's nothing you can do except manually switch off and pray they don't start up again when you reboot. Really, really irritating!


In my opinion, no.  Or very little.

After a week of playing around with various registry cleaners, I have become more convinced of their necessity.  In this case, I am unhappy with the presence of the two files you mention and see no reason for their being on your computer.  Moreover, if you do a system/hidden-files-level search, I bet you would find a number of Symantec and/or Norton FOLDERS left in various places on your computer.

What I would do:

a.  Do the folder search and delete those folders that are wholly Symantec/Norton related.

b.  Download the free cCleaner from their website, install it, and run the registry analysis.  Examine the items clearer and check every Norton/Symantec related entry for removal.  Click on the fix option and make sure you take the backup option when it is presented.

You will probably see a number of objections to this strategy.  Understand that I am not telling you to do this -- but it is what I myself would do.  After this, the only option would be Wipe-and-Restore.  Something fundamental appears to be wrong and all the working with this-and-that little thing doesn't seem to lead anywhere.  The thing is all these suggestions made to you have been GOOD ones!  None of them should have produced the problems you have had.  The fact that these issues persist suggest to me that whatever is really causing the problem is some little thing no one will think of (probably because it is something that shouldn't even be there).  A good registry cleaner has a decent option of finding these things.  What it won't find, however, is that one piece of software you have installed that is causing a third-party issue but which sits there in perfect innocence unnotice by you and unthought of by us (if that's your problem, you may be back to reimaging your harddrive).

Message Edited by mijcar on 05-25-2009 03:51 PM
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware

Replies are locked for this thread.