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

Not what you are looking for? Ask the experts!

Kudos0

Major problems with Computer Freezing with Norton Internet Security 2011

Windows Vista: Home Premium  Svc. Pkg. 2

Just a few days ago I was prompted about updating my system to Norton Internet Security 2011. I wasn't having any problems with my prior version, but I went ahead and updated because I thought it was good to update the latest version. I actually believe I had Antivirus 2009 on the system. Anyway, I have been having problems with my computer all of a sudden freezing, and whenever i'd try to go to task manager nothing would happen. At one point my screen completely blacked out, and I had to unplug it to reboot it. Anyway, I know it has to be this new version of Norton because i've noticed that when I right click several items on my Desktop(Exp. Internet Explorer, Yahoo Messenger, etc). I'm seeing the Norton Icon with the option to scan. I don't recall  seeing this before with my other Norton program. Thats how I knew something was wrong. I just don't understand what could've happened. Its just driving me crazy to keep having my PC interrupted. I need to keep a  security program on my system, but this new version has really been messing things up for me. So I hope that someone can help me straighten this out, or atleast tell me if I can somehow get back to the verison I had before. The version thats been uploaded is 18.5.0.125

Just to warn all....not that computer savvy. So be patient with me...

Thanks in advance

Tracey

Replies

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Its unlikely that if you are now on NIS 2011 that you were previously on NAV 2009 because the prompts you would receive then would have been to update to NAV 2011. So either you were on an earlier version of NIS or you have been prompted by an email or non automated message and somehow have taken the option to switch to another product. If you have not paid for the upgrade and you have more than a trial activated subscription then it is certain you were previously on a NIS product.

You may be able to go into mynorton account and chech.

So from the main norton screen click on Account at the top right and access your account. This will show your activations etc.

As to your problem, I cannot yet say. I would suggest that once you have your subscriptions details carefully noted (which you can get from the action above), then you should downlload NOrton Removal Tool save it to desktop, uninstall NIS 2011, run Norton Removal Tool, reboot and reinstall NIS 2011 and advise if there is further difficulty.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Cg, I was on NAV 2009. I knew after the update date that  something was different when I saw the internet security name. My prior AV prescription was only just a few months ago. so I just assumed this was updating me to the latest version. So I mistakenly accepted this upload. Now I haven't received any form of Email stating that I purchased this 2011 version, so I'm hoping this was not charged to my account. I was pretty pleased with Norton version I had, but now I'm disappointed if they've just chosen to send out this program, and its given me nothing but problems. I checked the subscription and it says it went through and I'm eligible for up to 3 PCs. This is just ridiculous. 

When I check in my programs, I see the Norton Removal tools in the Norton folder, so I should be able to click that, instead of downloading it, correct? Like I said I'm not super savvy wit this PC stuff, and  I'd actually like to know is there somehow I can get this off my system completely, and go back to Antivirus 2009(although I don't any the software). That was perfect for me, while this new upgrade has caused me nothing but unnecessary problem. 

Thanks in advance.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

If you have nav subscription you can also download here

www.norton.com/nav11
Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello TraceyB

Can you please open up the Norton product you have installed now and look at Support and About and please tell us the Name of the Program installed and the version number.?

Can you please go to www.mynortonaccount.com  and see if your account shows if you have Norton Antivirus or Norton Internet Security. Also, please check the year of the program . Also, please tell us if it's for 1 computer or for up to 3 computers.

We have to make sure which program you are subscribed tol Does your program have a smart firewall in it? Did you have a firewall in your previous Norton program. I am thinking that perhaps when you got your subscription a few months ago, you got one for NIS and not NAV. We have to find out what is showing in your account with Norton. Once we know this information, then we can proceed. If you have a current subscription, then you shouldn't be charged again unless you have changed products.

Please come back with this information, then we will know how to proceed.  Don't download any more programs until we know what program you have been charged for. Thanks.

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

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hi Floplot. I did check my account and it actually was for NIS. The order was actually back in April 13th 2010 when it was updated, and it was for 3 Computers(although, I only used it on this one). It also features Smart Firewall. I've also noticed noticed it says it expires January 22nd...thats not a full year.  I'm sorry for getting the programs confused, but I can see that  its been causing problems for me and seems to have corrupted some of my Windows programs. I will definitely appreciate whatever help you can provide me with.

Thank you

Tracey

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello TraceyB

You might have updated to NIS 2010 in April 2010 and the original subscriptioin might have been first used in Jan. To get your subscription straightened out, I would recommend you chat with customer support since they are the ones who take care of subscriptions and activations.

http://us.norton.com/support/contact/contact.jsp?pvid=cs

This is the link for US/Can. If you need a different location, please consult your local Symantec site for the local free chat customer support link.

If it is running out on the 22nd of Jan. I would try the chat program right now because the program will stop working if your subscription is ending on Jan 22nd. If it is ending, then you will have to get a new key for it. You have to get that part straightened out first.

Then we will have to determine if you have malware which is causing the problems or if you got a bad install if you did go from 2009 to 2011.

Please come back and tell us what is happening with your subscription. Thanks.

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

Re: Major problems with Computer Freezing with Norton Internet Security 2011

I believe you're right when you said that I must've been uploaded from the 2010 version. Now the computer i'm using was a used computer that was given to me in January, but it wasn't until April that I was notified that the service was coming to an end. So thats when I made the payment in April. Before I paid, I was being notified when that prior prescription was coming to an end. So with me paying in April 2010....the subscription should've gone until April 2011. Thats why I found it strange. I know this isn't your concern, but I just had to get that out. Something is going wrong. So I appreciate you giving me the link to speak with someone in Customer Service, I just hope they can at least clarify what's going on here.

As for  this NIS 2011 causing problems, it really seems like this is something that was sent to a lot of Norton Customers recently, not just members who were about to expire. But thanks again, I will definitely try to speak with someone about this issue. 

Tracey

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello Tracey

Once you get the subscription straightened out, we will most likely remove your NIS 2011 and reinstall it with a clean install. We will give you the proper procedure to follow once you have the sub straightened out. Thanks.

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

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hi, floplot, the tech I spoke with said that since my service is starting its has 818 days remaining to ignore the January 22nd expiration date, because it will not be expiring. 

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

I Still would like to know if someone could help me out. I hope I posted everything that was needed regarding my NIS 2011 program. I notice I'm getting performance alerts telling 96% of my CPU just as i'm on surfing the net on Internet Explorer. I didn't ever have these kind of problems before this updated version of Norton. So if someone can help me...I'd surely appreciate it.

Thanks in advance

Tracey

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

I might be able to help since I was prompted also to get the updated NIS 2011 and ever since my computer has been dog slow to the point where it might seem to be "froze". 

First, I updated all the definitions from my Superantispyware program.  Then I MANUALLY did live updates on my Norton account only to find out that there was 53MB of downloads that needed to be completed.  I spent all day and tonight manually doing this piecemeal (took me 43 attempts) because somehow Norton was choked up and did it 1-2MB at a time.  I finally finished it and now my computer is as quick as it was when running NIS2010.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Thats great, Junkfresh!!! I'm glad you've got your system back up and running. Now you seem to be a bit computer savvy, and well....I'm not...lol. So, i'm just having a major issue here. The more I've been checking out this computer i've noticed that some of my Windows Vista programs have stopped working, Windows Defender is one for sure that won't open. I get this error message : "Windows Defender turned off by group policy". I have no idea how to get it back started. I also remembered sometime last year I updated my Adobe Reader, which for some reason included  Mcafee Security Scan plus. I never used it, and didn't seem to have any problems when I was using NIS 2010. But after this recent updating to NIS 2011....I'm wondering is this also causing me problems? I'm just noticing the NIS 2011 is giving me these High CPU performance alerts when i'm just using IE. I just found that strange because, I wasn't doing anything that's causing high activity. All I know is ever since this new update has come about, its been a pure headache. I'm just hoping my PC isn't in any major damage with some of these Windows programs not working and can be fixed. I just need some HELP!!!

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello Tracey

Sorry for the delay in answering. It's ok that Windows Defender is turned off when you are using NIS. Here is a link you can use to remove McAfee Security plus. That probably did get installed when you updated Adobe Reader. You have to be careful to uncheck any of those free programs that sometimes piggy back on other installs.

http://www.wikihow.com/Uninstall-McAfee-Security-Center

Please remember for any .exe file to run as admin since you are using Vista.  I'm sorry, but it's like 2:30 AM here. I'll continue with the rest of the instructions for getting you a clean install of NIS 2011 later today.

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

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hi, TraceyB ... I wanted to reassure you that it is totally normal for Windows Defender to be turned off after you install another security program that performs some/all of the same security checks as Windows Defender.

It is not good to have more than one security program running in real-time ... that is, programs that are always active and scanning everything. If two or more are doing this at the same time, they get in each other's way and can cause system instability.

Several years ago, when I first got my Vista laptop, I installed a security program and then discovered that my Windows Defender was off. I was very alarmed ... until I learned that this is very normal and standard procedure. Also back at that time, my Windows Firewall was turned off. Same thing. If you install a third-party firewall, it is standard procedure for Windows Firewall to be turned off.

One thing that is good about Vista and Windows 7 is that, if something happens to your main firewall product and it stops working, the Security Center will notice this and automatically turn on Windows Firewall. When your main firewall app is back up and running, Windows Firewall will again be turned off. I have seen this happen twice on my Vista laptop (back when I was running another third-party firewall app) and I really liked having that backup/fail stopgap.

tin

Win7HP•64bit•SP1 ... N360 Premier v 20.1.1.2 (3) ... N360 Everywhere (5) ... NMS v 2.5.0.420 ... NMU v 2.0.0.232 ... Norton Snap 1.0.0.45
Kudos1

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello Tracey

Here we go to get you a clean install of NIS 2011.

1. please go to www.mynortonaccount.com to get your key just in case.

2. Please download and save NIS 2011 on your desktop.

http://www.norton.com/nis11

3. Please back up your identity safe if you use this feature.

Please follow these instructions to save your Identity Safe information by creating NPM file.


http://service1.symantec.com/SUPPORT/nco.nsf/0/e5a44e06f97b3f89882572260060120f?OpenDocument&seg=hm&...

Thanks to Yaso for the link.


4. Please download and save the Norton Removal Tool. Please be aware that it will remove all norton products.

You can download the Norton Removal tool from

http://www.symantec.com/symnrt

Please pick the proper Norton product that you want to remove. Also please be aware that it will remove all Norton products, so back up Identity Safe using the program to back that up. Also please have your product key handy.

Thank you Allen for new link

5. Please uninstall NIS 2011 using the control panel method and then reboot. From this point on, please stay off the net until you have NIS 2011 installed.

6. Please run the Norton Removal Tool 2 times with a reboot after each run of it. Since you are Vista, right click and run as admin.

7. Please run NIS 2011 also as admin.

8 Please put in key if it doesn't pick it up automatically.

9. Please run live update until there are no more updates to be had and then reboot again.

10. Please restore your identity safe file.

11. Please go thru settings and set up as you desire

12 Please run a full manual scan to make sure your computer is clean.

Please come back and let us know  how you made out. Thanks.



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

Re: Major problems with Computer Freezing with Norton Internet Security 2011

NIS21.6 VistaSP2 FF33 IE9 Compaq A931NR
Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

TraceyB Hi, 

 

Firstly, welcome to the community.

 

Secondly, I just want to let you know that not being "Computer Savvy" as you put it, is not a problem on these boards.  There are a lot of experts here who are very happy to volunteer their time to others, like yourself, who are having difficulties with Norton products.  NIS 2011 is really a fantastic program and will save your computer from the nasties of this world who are trying to look at your details and damage your computer.

 

floplot has just given you a long list of how to get your system running as it should and, when you have carefully followed his instructions, I'm sure that all will be back to normal.

 

Please let us know how you are getting on and, if necessary, if there is anything else which you wish to be explained.

 

Finally, if you feel satisfied with one of the answers that you have been given, please mark it as “Solved”, so that others may easily see it and benefit from the advice given to you.

 

Tracy enjoy your computer experience,

 

Best wishes,

 

 drshlomo.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

You all are helping me, but I've downloaded a the NIS 2011 that you were telling me to safe without even getting the Mcafee off my system. Plus, I'm not sure How to safe the second download to my desktop. Just let me know if i've created any harm? Sorry about this. Its just a lot of steps to take. Somebody answer, please. Sorry!!!

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

TraceyB Hi, 

 

Don't panic, you're doing O.K. and I'm sure you haven't done any irreparable harm.  Anything that needs fixing, you can tell us about and I'm sure it will be easily put right, for you.

 

My advise to you is to follow the 12 steps that floplot has written for you.  If the many people trying to assist you is confusing, just follow floplot who has great experience and considerable knowledge and he will stay with you.

 

However, please understand that he may be in a different time zone to you and therefore at times may not seem to be available.  He will think carefully about what you tell us and give you the answers that you need, provided you can be a little patient.

 

Be assured that everything will be O.K. for you.

 

Best wishes and looking forward to seeing you writing that everything has been satisfactorily resolved.

 

drshlomo.  

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

TraceyB Hi, 

 

You wrote :-

 

...............................................................................................................

 

I'm not sure How to safe the second download to my desktop.

....................................................................................................................................................................

If I understand you correctly, this is intended to save the file on your desktop so that you can easily find it later, when needed.

 

When you download the file, it will ask if you want to save or run it.  save the file but the location should be to desktop or a place where you will find it, again.  As it won't need to stay there for long most people consider the desktop most convenient.

 

Hope this helps,

 

drshlomo.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Thanks so much! I finally calmed down, and finally saved the file. I think I did that portion correctly. I'm really glad I came here, you are very nice and helpful. 

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Well done, that's the spirit. 

 

Keep it up and all will be perfect.

 

Cheers.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

I can't say it enough, You guys are great....so I really appreciate the assistance you're giving me. The thing I needed to know is because I haven't taken any other actions yet after I saved the NIS download as an NPM file to a folder(instead of desktop). I wanted to know before dowloading the Norton Removal Tool, is it better for me to remove the Mcafee Security plus scan program before adding the Removal Tool?

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Was there anyone that can tell me if I should remove this Mcafee Security scan plus before I start trying to download this Norton removal tool. I just want to make sure i'm doing all this correctly. I believe I've saved the the identity correctly to the NPR file. But still a little confused since I clicked on the link to download the NIS 2011, before attacking the first issue of getting the other security program of my system. So I'd appreciate it if someone could Help me out.


Thanks in advance.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello Tracey

Yes, please remove the McAfee Security Scan plus first. It's ok that you saved the NIS 2011 file.

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

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Thanks Flop! I actually tried to remove the Mcafee, but for some reason I can't seem to get a complete removal. I've done the MCPR.exe and rebooted, and it still hasn't completely cleared up the program.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Plse tell where you see remnants you of McAfee Plus.

W8.1 Update 1 / W7-SP1 with IE11 and FF 32.0.2, TB 31.1.1, NIS2014 21.5.0.19 and N360 21.5.0.19, Android 4.2 with NMS 3.8
Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello Tracey

Please try going into Safe Mode and then run the McAfee removal tool. Thanks.

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

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hi Flop....I believe that Mcafee is cleared, because i'm not finding it anywhere on the system, but I'm still having problems with screen freezing to the point of having to unplug my machine. I'm assuming its because the update went over my NIS 2010. Anyway, I still need to download this Norton tool removal...just fearful that my screen may freeze in the process. Is it safe to disable the NIS 2011 until I get the Norton removal downloaded?

Anyone who has an answer It will be greatly appreciated.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

TraceyB Hi, 

 

Being on the Internet and having NIS 2011 disabled could be a bit risky.

 

Why not try it with NIS working and see if all goes smoothly?  In the worst case you'll have to unplug your computer but this may not occur.

 

How far have you got on floplot's list of actions?  Please let us know how you're progressing.

 

Best wishes,

 

drshlomo.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hi, drshlomo!! Thanks for replying. I've actually done everything Flop told me, except download the Norton Removal Tool. So thank you for the tips in case the screen freezes again. I'll definitely keep you updated on what happens. Thanks again.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

I finally did the reinstallation, and as well as a Full System Scan, and everything seemed to go okay. After rebooting I did get a couple of little Not Responding freezes on IE as I went to update my Identity Safe info. I hope that was just a minor glitch with the browser, and not related to the NIS.

Thanks to Flop, Drshlomo, and all the others who were being very helpful here. I really appreciate all the assistance. Now I'm crossing my fingers this Security nightmare is over for me.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

TraceyB Hi, 

 

It certainly sounds as if your problems are over, but let's see over the next day or two.

 

Well done in completing everything as suggested by floplot and, when you are sure that everything is O.K., please  mark your thread as “Solved”, so that others may easily see it and benefit from the advice given to you.

 

Tracy, enjoy your computer experience,

 

Best wishes,

drshlomo. 

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello Tracey

You could try turning off the Smart Screen Filter under Safety in IE. Some users have reported problems with that.. Hope all is other wise working well with your computer now. Thanks.

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

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Thanks guys, I haven't had any problems today, but I will definitely give it a couple of days to see how things turn out. I really appreciate the help....so thanks you all so very much. 

Flop, could you please tell me what to hit to see about the Smart Filter??

Thanks in advance.

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

TraceyB Hi, 

 

floplot was suggesting that you go to "Safety" on the top right of you IE screen.  Left click on this and several options will appear.  One of them is "SmartScreen Filter".  When you put the cursor over this line, an option appears which says "Turn off SmartScreen Filter"    When you click on this a panel will open, which will allow you to turn this option off.

 

Try this and see if it helps.

 

You've done really great in getting to this point.  I hope everything continues so.  If you have more questions please do not hesitate to let us know, and I want to add that it's a real pleasure for all those assisting you, because you are obviously grateful for the support, which is not always evident from some of those experiencing problems, on these boards.

 

Cheers,

 

drshlomo. 

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Thank you so much, drshlomo.....You and Flop have helped me out a great deal on this issue. So, I definitely appreciate the patience. I will definitely take this tip into consideration. One good thing since I've re-installed Norton....it seems to be acting waaay better that what I was experiencing the first time around. So I will keep this board in mind if I ever need anymore assistance. So again, Thank you guys!!!!  

Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello Tracey

Thanks for giving us an update. If you consider your problem to have been solved, could you please mark the post which gave you the solution so that others will know that it has been solved? This way others will be able to find the solution quickly. Thanks.

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

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hi There, Flop. So far so good....My system seems to be running normal again. So I really appreciated the help I received here. So thank you all very much. This case can be labeled as Solved. 

Thanks again, 

Tracey

Accepted Solution
Kudos0

Re: Major problems with Computer Freezing with Norton Internet Security 2011

Hello Tracey

Can you please mark the thread as solved by clicking on the post which gave you the solution.? Only you can do that. This way we will know that it has been solved and which post gave the solution . Thanks.

Success always occurs in private and failure in full view.

Replies are locked for this thread.