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

Not what you are looking for? Ask the experts!

Kudos0

Norton Internet Security Won't Scan

Hello. I have Norton Internet Security version 18.7.1.3. I have a HP laptop running Windows Vista Home. NIS will update but will not scan. When I try to start a full scan nothing happens. I have also noticed that the idle scans are not working. What could be the issue?

Thanks.

Replies

Kudos0

Re: Norton Internet Security Won't Scan

Hello Hal30306 and welcome!

Do you notice any error messages when you attempt the scan?

Are there any entries in NIS History > Scan Results?

Thanks!

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: Norton Internet Security Won't Scan

Hello.

No error messages.

Yes. There are idle quick results in the history section. From this morning and yesterday and back further. However, I have not seen the idle scan working screen appear. And, I still cannot force a full scan.

Thanks for the help.

Kudos0

Re: Norton Internet Security Won't Scan

first uninstall and then install again. i hope this may help you.

Kudos0

Re: Norton Internet Security Won't Scan

To uninstall / reinstall do I use the uninstall program in Windows and then download the software again from Norton? I assume that since I have no disc the record of my purchase will be on Norton's website.

thanks.

Kudos0

Re: Norton Internet Security Won't Scan

Hello Hal30306,

A reinstall may be required, but let's check a few other items before taking that step.

How long has NIS 2011 been installed on this machine?  What security program was there prior to NIS?

Do you have any other realtime security programs running on your computer?

Did you ever manually set up a scheduled scan as opposed to using the default Idle Full System Scan?

Thanks

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: Norton Internet Security Won't Scan

How long has NIS 2011 been installed on this machine?  What security program was there prior to NIS?

As far as I can recall, NIS was on the computer when I bought it, so around 3 years. I've upgraded from time to time.

Do you have any other realtime security programs running on your computer?

There is a McAfee program to ask if I want to install, but I do not have it installed. It's been there from the beginning without problem.

Did you ever manually set up a scheduled scan as opposed to using the default Idle Full System Scan?

Yes. I like to do a full scan overnight. The last one was April 22.

Kudos0

Re: Norton Internet Security Won't Scan

hello,

Your renewal key code must be in your mail that you had given it when you had purchased it online. You can download NIS from norton and use that renewal key. 

Kudos0

Re: Norton Internet Security Won't Scan

Is that the same as the confirmation number?

Kudos0

Re: Norton Internet Security Won't Scan

No. They are different.

Kudos0

Re: Norton Internet Security Won't Scan

Depending upon when you got the 18.7.1.3 update, there is a possibility that the scheduled scan is referring to an incorrect NIS engine.

Open the main Norton Interface and go to Settings > Computer > Computer Scans > Configure [+]

Then select Full System Scan > Schedule.   In the scheduling window select 'Show Multiple Schedules' and Delete any scheduled scans that are shown.

Restart your computer.

See if you can initiate a manual scan and let us know.

Also, please check Programs and Feature to be sure McAfee is not installed on your system.

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: Norton Internet Security Won't Scan

Thank you that seems to have worked.

Apparently I had a scheduled full scan. Would that have prevented a manual full scan?

Also, I received a message saying that idle time scan was off. I turned it back on.

(Idle time scan is the scan that starts automatically even if you're using the computer, correct?)

Finally, McAfee is not installed. Is there a way to stop the pop-up reminders to install?

Thank you very much for your help.

Kudos0

Re: Norton Internet Security Won't Scan

Just having a scheduled scan in itself would not have prevented a manual scan. However, sometimes during the inline update process, the scheduled scans may sometimes remain pointed to the old AV engine, thus preventing a scan.

Just to clarify, if you use the Idle Full System Scan, you should not have a custom scheduled scan.  By default, in NIS 2011 the Idle Full System Scan will run every 7 days and only runs when your computer is idle. 

If you want to schedule a scan for every night, then you would create that scheduled scan and during the process, NIS will inform you that it is going to turn off the Idle Time Scan.  You cannot have the Idle Full System Scan and scheduled scans running at the same time as that will cause a conflict.

If you are certain that McAfee is not installed, then go to Start > All Programs > Startup (folder).  If there is an entry for McAfee, you can delete it.  If nothing is found there, then look in msconfig > Startup tab and uncheck the entry related to McAfee.

Let us know how you do.

(FWIW - I use the default Idle Time Scan on all of my machines.)

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: Norton Internet Security Won't Scan

Maybe I'm confusing terms. I though idle scan was the scan that would start running even while I was working on the computer or as soon as I woke it from its sleep mode? I suppose I was wrong on that in that it seems that idle scan only runs every 7 days when the computer is not working so I can just leave the computer on every 7th night or so and it will run.

I could not find McAfee anywhere in programs or either of the startup. It's not really an issue since it only pops up every once in awhile.

Thank you again for your help.

Kudos0

Re: Norton Internet Security Won't Scan

I am happy that I was able to assist you with your issue.

If you have any other questions, please feel free to ask.

As far as the McAfee pop-up, perform a search of your machine for McAfee and see if anything is found.  Of course it may be 'bundled' with some other trial software and labeled differently.

"Anyone who isn't confused really doesn't understand the situation."   Edward R. Murrow
Kudos0

Re: Norton Internet Security Won't Scan

Thank you again for your help. Have a great rest of the weekend.

Replies are locked for this thread.