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Kudos0

Can't access Norton Internet Security

Hope someone here can help me, as I don't know what to do, short of taking my computer to a shop to be fixed.  Here's the situation -- I have been having computer problems, "blue screens" that are happening more and more.  I don't know if there is a connection, but suddenly, when I click on the Norton icon, no screen comes up.  Plus, now the Norton toolbar isn't coming up on my browser.  What can I do???  I hope there's an answer (that won't cost a lot of money -- as in taking my computer to a shop).

Replies

Kudos0

Re: Can't access Norton Internet Security

Hi scotjudy333,

First of all stay away from the shop!    we'll do our best to help you - for free!

We do need some information for starters: such as your operating system and SP#, which Norton product are you using and which version (Main page Support > About to find that info), Since you mention the Norton Toolbar - which browser are you using and which version is it? (can normally be found under Help > About).  Also can you give us an idea of what you are doing when the blue screens occur - general surfing, watching video, checking/ reading sending email, playing games or whaever.


We'll be waiting for the addtional info.

Kudos0

Re: Can't access Norton Internet Security

Thank you for responding to my post!  I will try to give you whatever information you need.  First of all, my laptop is a Dell Inspiron17R.  It uses Windows 7/64-bit.  The browser I have been using with the Norton Toolbar is Mozilla Firefox version 17.0.1.  What is "SP#"?

As for the blue screens, I do nothing, but just let it "dump"? the memory or something, then the computer reboots.  Then I try to go on as normal.  Unfortunately, my computer went blue screen 4 times within a couple of hours today.  Very frustrating!

Is there any other info you need?  If so, please be sure to explain what it is (my computer knowledge is somewhat limited ).

Kudos0

Re: Can't access Norton Internet Security

Thanks for the fedback,

I'll be using the following to try to help you navigate to where the information is: Start (the Windows Icon in the lower left corner of the monitor) > left click on the following. 

Left click Start > Control Panel > System > Windows edition > there should be a Service Pack 1 listed.

You really have to be doing something before the blue screen occurs - as I asked, are you just surfing the internet, checking email, using a specific program or playing a game....or is it just sitting there idle and it blue screens?

Left click Start > Control Panel > Programs and Features > scroll down to Norton Internet Security > on the right hand side of that line tell us what the version number is.

Please let us know.

Kudos0

Re: Can't access Norton Internet Security

You said:

I'll be using the following to try to help you navigate to where the information is.  Start > left click on the following:

Left click Start > Control Panel > System > Windows edition > there should be a Service Pack 1 listed.

Me:

Once I clicked on Start > Control Panel, I saw System and Security.  I didn't see anything about "Windows edition" there.  What am I supposed to be looking for?  (Told you my computer knowledge is limited . . . . ).

The version # for my Norton Internet Security 2013 is # 19.9.0.9.

Blue screens -- I don't think I am doing anything in particular when my computer goes blue screen, but a number of times it happens when I am on iTunes listening to podcasts I subscribe to. 

What other info do you need to know that would help?

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

You said:

I'll be using the following to try to help you navigate to where the information is.  Start > left click on the following:

Left click Start > Control Panel > System > Windows edition > there should be a Service Pack 1 listed.

Me:

Once I clicked on Start > Control Panel, I saw System and Security.  I didn't see anything about "Windows edition" there.  What am I supposed to be looking for?  (Told you my computer knowledge is limited . . . . ).

No problem - I thnk I have enough info to help you without that bit of info.

The version # for my Norton Internet Security 2013 is # 19.9.0.9.

Actually from the version number you provded, we now know your NIS is not totally upgraded.  You are in fact sitll on NIS 2012 and chances are your program has not been upgraded to run Firefox 17.0.1.

 Blue screens -- I don't think I am doing anything in particular when my computer goes blue screen, but a number of times it happens when I am on iTunes listening to podcasts I subscribe to. 

This may well be another problem - totally unassociated with NIS - but let's try to get your NIS upgraded and working properly and see what happens with the blue screens

 

What other info do you need to know that would help?


 Please follow the instructions in the following link:

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=v60392881_EndUserProfile_en_us&lg=english&ct=united+states&OpenDocument&src=nrnr&product=Norton%20Internet%20Security&version=20.2.0.19&layout=Retail&partner=&ispid=&sitename=&actstat=activated&substatus=current&ncoap=1&pvid=f-core-cur

When complete, run LiveUpdate (rebooting as requested) until such time that it responds "no updates found".

Let us now how this goes.

Kudos0

Re: Can't access Norton Internet Security

First of all, there are a couple of things that I neglected to mention before that I think could be significant in diagnosing this problem.  One, when my computer re-boots, most of the time it goes to CHKDSK.  And regarding the blue screens, there have been mainly at least two different ones.  Unfortunately, I didn't write down the exact wording of them, but I will do my best to give you what they are.  The first blue screen I remember says something like "DRIVER_IRQL_NOT_LESS_THAN_EQUAL".  The other one has been happening a lot lately -- "KERNEL" & "DATA" are among the words.  The next time this blue screen happens, I will try to write all the words down and put this in a post here as soon as I can.  There is one other thing that has happened, but I am afraid to mention it here -- lets just say that it involves torrents.

Norton Internet Security 2013 -- my account hasn't been upgraded?!?  I got an email from Norton dated Wednesday 28 November 2012 whose subject line said "Your Norton Internet Security subscription has been renewed -- renewal price enclosed".  Would it help to post this email here, or is there somewhere I can forward it to so you can see it?  Oh, and I remember checking on the window that comes up when I click on the desktop thing that has the green stripe on top with "Secure" on it, at the bottom of the window that says something about Subscription Status soon after that email, and it said I had 36(0+) days left on my subscription.  Are you sure your information says that our renewal hasn't gone through?

One I post this, I will follow the instructions you put at the bottom of your last post.

Kudos0

Re: Can't access Norton Internet Security

I used the link and followed the instructions there.  As a result, one of two things has been happening -- one, my computer freezes up and I have to re-boot; or two, after I click on "Run" and then the window that gives permission to make changes, I get an "error message" that says:

Norton Remove & Reinstall

Could not gather details about the installed layout or license.  Click here for information on how to uninstall and reinstall your Norton Product manually.

 

The "here" link sends me to the same instructions your link sent me to.  What do I do now??

Kudos0

Re: Can't access Norton Internet Security

Haven't heard anything from you since just after midnight last night -- is something wrong??  Have I said something wrong??  What's going on??

I should mention that my husband uses my 2013 Norton Internet Security on his laptop and it is behaving normally.  So, I think the problem on my laptop must be connected with the blue screen problem.  So, is my situation hopeless??  Soumds like I will have to take my laptop to the shop, after all.

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

Haven't heard anything from you since just after midnight last night -- is something wrong??  Have I said something wrong??  What's going on??

I should mention that my husband uses my 2013 Norton Internet Security on his laptop and it is behaving normally.  So, I think the problem on my laptop must be connected with the blue screen problem.  So, is my situation hopeless??  Soumds like I will have to take my laptop to the shop, after all.


Hiscotjusy333,

First of all you have not said anything wrong, nor done anything wrong.  I was out of town most of yesterday and was taking care of "real-life" things the rest of the day.  Please remember if our user names are not in RED we are volunteers and we help as time permits.

That said - it would have been nice to know all of the circumstances surrounding this situation when you first posted asking for assistance.


For starters, going on what info you provided now, please go to the following link and try what Umesh P suggests in their reply part way down the page.


http://answers.microsoft.com/en-us/windows/forum/windows_7-windows_install/driverirqlnotlessorequal-blue-dead-screen/4a875763-7fc7-48d1-b31d-9dc8300eec3d

If you use System Restore, you will need to turn off Tamper Protection in NIS. From main Page of NIS > Settings > General > Product Security > Norton Tamper Portection > Off > Apply > OK.

The System Restore will mess up your NIS install anyway, so if it throws errors - it is to be expected.

Try the above and let us know where you are at in regards to the BSOD's.

Kudos0

Re: Can't access Norton Internet Security

Hi scotjudy333

It would really help if you could give a little more information from the BSOD. It will usually mention a file name that will help identify what the error is.

You can stop the computer from automatically restarting after the BSOD so you will have time to take notes or a picture.

Click on the Start button, control panel, system and security, system. Then on the left, click on Advances system settings, then click on the Advanced tab. Under Startup and Recovery, click on Settings. Then Uncheck Automatically restart under System Failure. Next time you get a BSOD you will be able to record the file names for us. You then use the power button on your computer to shut down then restart.

In the mean time, have you ever had another security program installed on your computer? If so you will have to fully remove that as it can be conflicting with Norton and causing the problems you are seeing.

As Yank noted, this may not be a Norton problem but a Windows problem.

You can check your system files to see if there is something amiss there.

Click on Start and type cmd in the search box. Right click on the cmd.exe and click run as administrator. Type 'sfc /scannow' without the quotes and enter. Let us know if any errors are found.

After we hear back with this information, we can dig a little deeper.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security

First of all, what is BSOD???  In an earlier post, I pointed out that my computer knowledge is limited, and you seem to assume that I know what is going on more than I actually do.  So, you are going to have to explain this more in simple terms, please?

Second, is what you are suggesting going to take my computer back to the beginning, so to speak??  I don't like that idea, as I have some software that I paid for, and so I would lose that.  Uh Uh.

Please try to understand the position I am in when you respond with suggestions, okay?  Oh, and one other thing -- I do not have access to my Norton Internet Security on my computer AT ALL.

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

First of all, what is BSOD???  In an earlier post, I pointed out that my computer knowledge is limited, and you seem to assume that I know what is going on more than I actually do.  So, you are going to have to explain this more in simple terms, please?

Second, is what you are suggesting going to take my computer back to the beginning, so to speak??  I don't like that idea, as I have some software that I paid for, and so I would lose that.  Uh Uh.

Please try to understand the position I am in when you respond with suggestions, okay?  Oh, and one other thing -- I do not have access to my Norton Internet Security on my computer AT ALL.


Sorry for getting ahead of you.

BSOD is the Blue Screen of Death that you referred to when the system crashes. On that screen there is information about the reason for the crash. That information will help us figure out what problem you are having. If you are able to follow my instructions above, you will be able to read the messages.

None of the instructions I gave will remove any software you have paid for. The sfc check looks at the system files for Windows to see if anything is missing or corrupted. It will try to replace any files that are not correct.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security

Before I try what you suggested in your first post, let me see what I can tell you about the BSOD's I have been experiencing.  There are 2 main ones.  One says something like KERNEL_DATA_INPAGE_ERROR (this one happed at least a couple of times today/Wednesday and I put this one down as best I could remember) and the other says something like DRIVER_IRQL_NOT_LESS_THAN_EQUAL (I wrote this down as best I could remember).  I have also had a couple of times that didn't say anything like these two I just described other than to say that there was an error that caused the need to shut down.  Hope this all makes sense to you. 

Does this help you?

Kudos0

Re: Can't access Norton Internet Security

Oh, I have noticed when the BSOD happens that it says something at the bottom of the blue screen about memory being dumped.  Will unchecking the thing about the automatic restart cause any damage to computer memory and it being dumped?  Doesn't sound technical, I know, but I hope this question makes some sense to you.

Kudos0

Re: Can't access Norton Internet Security

The memory dump is a file that is created when you get a BSOD. The files include a lot of technical information that an expert might be able to use to diagnose the reason for the crash.

That is beyond my knowledge.

The main thing we need is the name of the file that is blamed for the crash. This is noted on the blue screen.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security

How do I do this when I can't even access it?  As I said in one of my initial posts, the Norton toolbar no long appears on the browser I use (Mozilla Firefox version 17.0.1), and nothing happens when I click on the Norton widget on Windows Sidebar.  Is there any other way to access Identity Safe?

Kudos0

Re: Can't access Norton Internet Security

The instructions I gave above are not for your Norton product, but for Windows.

The first instructions are to get you ready for the next BSOD so we can get more information about what is causing your problem.

The second is for checking your windows system files.

Both sets of instructions start with you left clicking on the Start button at the bottom left corner of your computer screen. Then click on the other links or tabs noted in order. CMD.exe opens a command line window as shown below. Then you type in the instructions I gave and press the enter key.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security

The first set of instructions has been done -- the "Automatically Restart" block has been unchecked.

The second set of instructions is up to the scan, which is taking place now.  It is up to 31% through.  When the scan is done, I will post the results.  Sure hope you are able to help me with the BSOD problem -- thank you so much!

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

The first set of instructions has been done -- the "Automatically Restart" block has been unchecked.

The second set of instructions is up to the scan, which is taking place now.  It is up to 31% through.  When the scan is done, I will post the results.  Sure hope you are able to help me with the BSOD problem -- thank you so much!


Good  to hear.

I'm off to bed for tonite, but I'll leave you with a little "homework". A check of your hard drive. Even with no errors found with  the sfc scan, there could still be physical issues with your hard drive. It is similar to the chkdsk checks being automatically run, but it is more thorough.

To check your hard disk, click on the Windows Start button. In the search box type CMD. Right click on cmd.exe and click on run as administrator. In the command prompt type "chkdsk c: /r"  without the quotes. A message will come up asking if you want to check the disk on the next restart. Answer 'Y'. Reboot and the check disk will run before Windows starts up. This check will check the file system as well as the physical disk surface. This scan can take a long time, depending on the size of your hard drive.

I'll check in the morning for any errors from both your scans.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security

Once the scan went to 100%, the next line said:  Windows Resource Protection did not find any integrity violations.

 

Where does that leave us?  What's the next step?

Kudos0

Re: Can't access Norton Internet Security

Hi scotjudy333,

I see peterweb has been assisting you.  I asked for his assistance as he is much more knowledgeable in the BSOD and checking of drives than I am. 

Hopefully you saw his last post requesting you run the "chkdsk c: /r" by fiollowing his instructions.

peterweb will check back in the morning for results and I will continue to monitor this thread also - between us we should be able to help you get it sorted out.

Kudos0

Re: Can't access Norton Internet Security

Thank you both for the help you have been giving me.

When you say "chkdsk" do you mean the "sfc/scannow"?  I don't see anything about "chkdsk", and I must confess that I don't know how to initiate this.

Oh, he asked if I had any other security programs installed on my computer.  No, unless you count something called Immunet, Advanced System Care, or IObit Malware Fighter.

Anything else you need to know?

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

Oh, he asked if I had any other security programs installed on my computer.  No, unless you count something called Immunet, Advanced System Care, or IObit Malware Fighter.


Immunet is an AV, realrine by my memory

 

IOBIT Advanced System Care / Malware Fighter.runs in realtime and I rememer somwhere a thread where the malware fighter was causing problems.

 

With more than likely have to Uninstall all including Norton completely, and then fresh install nice and clean Norton (latest installer).

 

Quads

Kudos0

Re: Can't access Norton Internet Security

Regarding uninstalling and reinstalling Norton, someone suggested that in an earlier posting, giving me a link to download Norton Remove and Reinstall (I think it's called).  I tried doing that, and I got a window that said:

Could not gather details about the installed layout or license.  Click here for information on how to uninstall and reinstall your Norton product manually.

The "here" link only sent me back to the same instructions I went to initially.  So, this didn't accomplish anything, unfortunately.  So, I'm at a loss as to what to do.

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

Thank you both for the help you have been giving me.

When you say "chkdsk" do you mean the "sfc/scannow"?  I don't see anything about "chkdsk", and I must confess that I don't know how to initiate this.

Oh, he asked if I had any other security programs installed on my computer.  No, unless you count something called Immunet, Advanced System Care, or IObit Malware Fighter.

Anything else you need to know?


I would remove both of those programs. As Quads ( our resident malware expert) notes, these programs have real time components that conflict with Norton. Look for the programs in Windows Control Panel and remove them.

The chkdsk scan is different from the sfc/scannow. I'll give you the instructions again. You start the same way you did for sfc by running the command prompt window.

To check your hard disk, click on the Windows Start button. In the search box type CMD. Right click on cmd.exe and click on run as administrator. In the command prompt type "chkdsk c: /r"  without the quotes. A message will come up asking if you want to check the disk on the next restart. Answer 'Y'. Reboot and the check disk will run before Windows starts up. This check will check the file system as well as the physical disk surface. This scan can take a long time, depending on the size of your hard drive.

Let us know what errors chkdsk finds, but I think the main problem is the two other programs you have installed.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

Thank you both for the help you have been giving me.

When you say "chkdsk" do you mean the "sfc/scannow"?  I don't see anything about "chkdsk", and I must confess that I don't know how to initiate this.

Oh, he asked if I had any other security programs installed on my computer.  No, unless you count something called Immunet, Advanced System Care, or IObit Malware Fighter.

Anything else you need to know?


Hi scotjudy333,

Please see peterweb's post in regards to giving you "homework" running chkdsk in the following post:

http://community.norton.com/t5/Norton-Internet-Security-Norton/Can-t-access-Norton-Internet-Security/m-p/873924/highlight/true#M226569

I agree with Quads, Immunet has been a thorn in the past (especially since Comcast security team recommended it as a second opinion with Norton Security Suite installed.

The plan of attack was for removal of all other real-time programs once we got the info and then a clean install of Norton.

Kudos0

Re: Can't access Norton Internet Security


yank wrote

I agree with Quads, Immunet has been a thorn in the past (especially since Comcast security team recommended it as a second opinion with Norton Security Suite installed.

The plan of attack was for removal of all other real-time programs once we got the info and then a clean install of Norton.


I have now unistalled Immunet and IObit Malware Fighter.  Is it okay to keep Advanced System Care Pro -- as in, is it safe to keep it -- or do I have to uninstall that one, too?

Kudos0

Re: Can't access Norton Internet Security

I would suggest uninstalling Advanced System Care Pro also. 

Have you done the chkdsk yet?

Kudos0

Re: Can't access Norton Internet Security

. . . . the only thing that was happening was things freezing up, sometimes for just a couple of minutes and sometimes I had to reboot.  The first BSOD since the uncheck happened just a few minutes ago.  It said KERNEL_DATA_INPAGE_ERROR.  What is the significance of this BSOD?  And, is there any other information I should write down from the BSOD's? 

Kudos0

Re: Can't access Norton Internet Security


yank wrote:

I would suggest uninstalling Advanced System Care Pro also. 

Have you done the chkdsk yet?


Do I have to??  What danger does Advanced System Care Pro cause?

Chkdsk -- not yet, but I will do it shortly after I post this.  Is there any info I need to write down from this chkdsk?

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:
Do I have to??  What danger does Advanced System Care Pro cause?

Chkdsk -- not yet, but I will do it shortly after I post this.  Is there any info I need to write down from this chkdsk?


You do not have to do anything you do not want to do - however, if you won't follow instructions, then we may not be able to assist you. 
From this link:   http://www.iobit.com/advancedsystemcarepro.html
You can see the main reason for removal under Key Benefits is the Real-Time function - which Quads explaned earlier.
If you remove it and after we get everything working decide to reinstall it, then you can do that - unless it messes up your system again.  At this pont in time we have to avoid all possible conflicts.
From chkdsk peterweb asked for the reported findings - so heneeds to know the results of the scan.
Kudos0

Re: Can't access Norton Internet Security

Chkdsk -- it said The volume is clean.

Advanced System Care Pro -- okay, I will uninstall it. 

Oh, there's something I just remembered -- don't know if this is connected to the problem, but 3 or 4 times at the beginning it would say Run Startup Repair.  I would do this, but it would go on and on and on without seeming to accomplish anything.  Any theory as to the significance of having to run Startup Repair?

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

Chkdsk -- it said The volume is clean.

Advanced System Care Pro -- okay, I will uninstall it. 

Oh, there's something I just remembered -- don't know if this is connected to the problem, but 3 or 4 times at the beginning it would say Run Startup Repair.  I would do this, but it would go on and on and on without seeming to accomplish anything.  Any theory as to the significance of having to run Startup Repair?


I have never dealt with the Startup Repair - however here is some info on it from a Google search, perhpas someone else has experience with it.

Kudos0

Re: Can't access Norton Internet Security

Have had another BSOD.  This one didn't have anything in all caps.  It just said:

A process or thread crucial to system operation has unexpectedly exited or been terminated.

Hope this will help toward finding a solution to my computer problem.

Kudos0

Re: Can't access Norton Internet Security

Is the BSOD after all 3 (or 4 depending on how you look at it) programs are completely uninstalled, using Removal tools also??

Quads

Kudos0

Re: Can't access Norton Internet Security

The most recent 2(at least) BSOD's took place after I uninstalled Immunet and IObit Malware Fighter.  I have not uninstalled Advanced System Care Pro yet because I have contacted IObit, telling them about my situation and asking if I can reinstall this software after (hopefully) this problem is resolved.  I paid for this one, so they should have record of the transaction.  But, if the danger is acute, I will uninstall ASC Pro before I hear back from IObit (which I haven't yet).

As to how I uninstalled Immunet and IObit Malware Fighter, I did it on Control Panel.  Is this not the right way to do this?  If not, what should I do? 

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

Chkdsk -- it said The volume is clean.

Advanced System Care Pro -- okay, I will uninstall it. 

Oh, there's something I just remembered -- don't know if this is connected to the problem, but 3 or 4 times at the beginning it would say Run Startup Repair.  I would do this, but it would go on and on and on without seeming to accomplish anything.  Any theory as to the significance of having to run Startup Repair?


Sorry I did not get back sooner. 

Both sfc and chkdsk showing no problems is good news, except we have to look deeper for a solution.

You need to search on the web pages for the programs you have removed for complete removal instructions and a removal utility. Just removing with control panel is often not enough, as parts can be left behind in case you want to reinstall. These leftovers can still conflict with Norton.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security

Norton Completely remove (removal tool also)

IOBit, both,  completely remove

Imminet,  Completely remove

Quads

Kudos0

Re: Can't access Norton Internet Security


peterweb wrote:

You need to search on the web pages for the programs you have removed for complete removal instructions and a removal utility. Just removing with control panel is often not enough, as parts can be left behind in case you want to reinstall. These leftovers can still conflict with Norton.


Kudos0

Re: Can't access Norton Internet Security


Quads wrote:

Norton Completely remove (removal tool also)


The only way I can see to do this is through Control Panel, since I cannot make a Norton window come up.  How else would you suggest I do this??

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

Quads wrote:

Norton Completely remove (removal tool also)


The only way I can see to do this is through Control Panel, since I cannot make a Norton window come up.  How else would you suggest I do this??


You need to download and run the Norton Removal Tool ( NRT)

 Run this one when you have removed all the others programs. These instructions are for using the Norton Removal Tool and then reinstalling your Norton product.

Download the Norton Removal Tool from here   www.norton.com/nrt
If you use Identity Safe, backup/export your data. Use the CSV format for compatibility.
Uninstall your Norton product with Windows control panel.
Reboot.
Run the Norton Removal Tool.
Reboot.
Log into your Norton Account from here   www.account.norton.com
Click on the Download button beside your current product subscription. This will download and install a preactivated copy of your product.
Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.
Try to log into your Identity Safe. If you can, you are done. If not, Import your Identity Safe data.

I'll check back tomorrow to see if you have any other questions.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security

I followed your instructions, and am happy to report that my Norton is back up and running on my computer.  Yay!  The only problem I am having now is getting my Identity Safe back up and running.  Can you please help me with this?  Have I lost all the password that I saved before having to remove Norton?

Oh, and some more good news -- so far, there have been no BSOD's or screen freeze-ups today.  It looks like uninstalling the programs you suggested have fixed the problem or have helped toward fixing it.  Thank you all so much!

Kudos0

Re: Can't access Norton Internet Security

Sounds like you are nearly done.

Have you tried just logging in to your Identity Safe?

Did you have a local or online vault before  all this started?

Do you use the same logins as on your other computer?

Had you done a backup of the Identity Safe data?

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security


peterweb wrote:

Sounds like you are nearly done.

Have you tried just logging in to your Identity Safe?

Did you have a local or online vault before  all this started?

Do you use the same logins as on your other computer?

Had you done a backup of the Identity Safe data?


As it turned out, I had to create a new Identity Safe account.  No, I didn't back up my data from before my BSOD problems -- stupid me.  So, I have to start from the beginning.  The good thing about the new account is that it saves my logins automatically -- wonderful!

For future reference, to prevent me having to start all over again, how do I back up my Identity Safe logins?

Oh, and I don't have another computer.  My husband has a computer of his own, which has the same Norton Internet Security account. 

Thanks again for your help!

Kudos0

Re: Can't access Norton Internet Security

To back up your Identity Safe data, you need to be logged into Identity Safe. Then from the main Internet Security window, click on Settings - Web - Identity Safe. then click on 'Configure' beside Export Data. Then save your Identity Safe in a place you can find it when you need it.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: Can't access Norton Internet Security

IOBIT startup entry, Services and Drivers.  (path depending on OS and if 32 bit or 64 bit)

HKU\Admin\...\Run: [Advanced SystemCare 5] "C:\Program Files (x86)\IObit\Advanced SystemCare 5\ASCTray.exe" /AutoStart [288128 2012-05-28] (IObit)

Services


2 AdvancedSystemCareService5; C:\Program Files (x86)\IObit\Advanced SystemCare 5\ASCService.exe [913792 2012-05-26] (IObit)
2 IMFservice; C:\Program Files (x86)\IObit\IObit Malware Fighter\IMFsrv.exe [821080 2011-06-01] (IObit)

Drivers


3 FileMonitor; \??\C:\Program Files (x86)\IObit\IObit Malware Fighter\Drivers\win7_amd64\FileMonitor.sys [20336 2011-04-27] ()
3 RegFilter; \??\C:\Program Files (x86)\IObit\IObit Malware Fighter\drivers\win7_amd64\regfilter.sys [33184 2011-03-22] (IObit.com)
3 UrlFilter; \??\C:\Program Files (x86)\IObit\IObit Malware Fighter\drivers\win7_amd64\UrlFilter.sys [21328 2011-03-22] (IObit.com)

Quads

Kudos0

Re: Can't access Norton Internet Security

I must confess that I don't know what this last post is about -- sorry. 

However, let me take this opportunity to give an update on my situation.  After uninstalling Immunet and IObit Malware Fighter, I haven't had any BSOD's or screen freeze-ups.  I hadn't uninstalled Advanced System Care Pro because -- after you folks suggested that I also uninstall ASC Pro -- I had emailed them to ask about re-installing it after my problem was solved, and I wanted an answer to this before uninstalling ASC Pro.  I didn't hear back from them right away, and by the time I did hear back, I was convinced that uninstalling it was unnecessary. 

I get the impression that you folks are totally against these types of programs (Immunet, IOBit Malware Fighter, Advanced System Care, etc.).  Okay . . . .

One last thing -- the only thing that has happened since I did the uninstall has been an error message regarding something about debugging, and I must confess that I have no idea what this is about. 

Kudos1

Re: Can't access Norton Internet Security

The trouble is when you have realtime progams together they cause conflicts, which you found out the hard way,  So if you put the IOBIT objects (services, drivers etc, above) with Immunet and Norton's drivers and services, all running.

 

Well good luck,  I tell people that is a no no, and why.   You just found out the hard way.

 

Quads

Kudos0

Re: Can't access Norton Internet Security

So, is it okay to use just Advanced System Care Pro?  As I said, I haven't had any problems when I have ASC Pro and Norton.

Kudos0

Re: Can't access Norton Internet Security


scotjudy333 wrote:

So, is it okay to use just Advanced System Care Pro?  As I said, I haven't had any problems when I have ASC Pro and Norton.


I wouldn't use it. It will cause conflicts like you just experienced.

Plus on the website for ASC Pro it states "Provides Smoother Online Experience by Accelerating Internet Downloading, Web Surfing, Online Video and Gaming up to 300% Faster."

"Up to 300% Faster" Um that's Bologna.

Windows 8.1 Pro 64-bit / Norton Internet Security v.21.x

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