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Kudos0

New update messed up my computer

I just did the update to 20.3.1.22 and it messed up my computer. I have a Toshiba 655 satellite laptop. First: as soon as I downloaded the update I opened Google earth and Google earth said it did not find a graphics card. I had just used Google earth just before the update. So I went through the helps in Google earth and they said to download the latest graphics driver and that worked, now I can view Google earth BUT then whenever I tried to open up Norton and the click on the login link in IE it would open and show in the taskbar but be invisible on the screen if I clicked it again another window would open on the Norton icon in the taskbar but would not show up on the computer screen. If I did a system restore that would put my old driver back then Google earth would not show but Norton would work again. I tried other drivers that Toshiba offered but it did the same thing. I used system restore a few times and now I have lost my previous restore points so I cannot go back to before I did the update to Norton. Also Norton is not doing the no show on the computer screen half the time and a screen comes up and says Symantec net framework has stopped working and has to close and I have to shut down IE so it will work again. Also now I cannot print anything from the internet, a window comes up and says internet explorer has stopped working. I have uninstalled Norton internet security a few times and it does not help. Has anyone else had a problem with the new update? Also just to note that I have been using computers for a long time and am very knowledgeable about them so it is not that I did not know what I was doing.  

Replies

Kudos0

Re: New update messed up my computer

I have done that many times.

Kudos0

Re: New update messed up my computer

Hi sunddell4

What is your operating system and computer specification?

You say update do you mean upgrade with an update to version 20.3.1.22?

Have you used the Norton removal tool or the Norton remove and reinstall tool?

Have you had any other security software on the system like a trial version of even Norton?

ATB

intesec

Kudos1

Re: New update messed up my computer

And for now, till we know more : refrain from using system restore; it usually messes more up, than solving a problem!

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: New update messed up my computer

Thanks for the reply. I am running windows 7 with service pack 1, it has an intel pentium CPU B960 @2.20 GHZ, RAM 4 GB, 64 BIT, with norton update version 20.3.1.22 installed. I did use the Norton removal tool and then reinstalled norton. No other security software is on this computer. I have had this norton on my computer for over a year without a problem. I installed this same NIS on my wifes laptop (it's a dell) and she has the update version 20.3.1.22 and her computer is working good.

Kudos0

Re: New update messed up my computer

Hi sunddell4

Thank you for the information.  To try and get your computer working again a process of elimination and checking needs to be applied.  As you have used system restore so many times this can affect many things on the system.  This is what I would do, but you are welcome to wait a while and see what other people suggest as some users are more techie than I am.

Backup all your personal data and your identity safe if you use it.

Is the computer functioning normally?  Does it boot up in the usual time?  Can you try various programmes to ensure they operate as normal?  Have you got a video DVD to try out the graphics drivers, when google earth failed may be it had gone down or a part of it had.

If the computers not functioning correctly, can you remove Norton using the process below.

To uninstall security software, use the windows add/remove programme, then run the NRT, then restart the computer.  Can you check you have the correct NRT there are different ones for different Norton products.  Disconnect from the internet or disable the wifi before removing Norton.

Then recheck the computers functionality as above.

Then repost with your results.

ATB

intesec

Kudos0

Re: New update messed up my computer

Is the computer functioning normally?  Does it boot up in the usual time?  Can you try various programmes to ensure they operate as normal? YES to all 3 of those. A DVD won't play. I removed Norton the way you suggested and now google earth works and I can play a DVD now. So the Norton upgrade to 20.3.1.22 is messing up my graphics driver. But if I upgrade to the latest driver then it messes up norton as I mentioned in my first post.

Kudos0

Re: New update messed up my computer

Hi sunddell4

Try running C cleaner it’s a useful tool for cleaning up and speeding up the computer.  It has two buttons cleaner and registry the registry button needs a registry back up before it is run don’t use the registry button yet.  You have mentioned another computer it might be wise to download it to the other computer and transfer it to the problem computer, as there is no security on the problem computer.

Then reinstall Norton and check the graphics.

What are you installing Norton from?

Is it a download saved on your computer?

Has the other computer got its own save downloaded copy that was downloaded separately to the problem computer?  Meaning your not sharing one download.

The reason I’m asking this is the Norton product data may be corrupt.

Seventh one down.  You might need this for later if you want to run the registry cleaner.

http://www.freewareplanet.net/registry.php?page=5

On the left hand pane of the c cleaner user interface there are check boxes that can be unchecked so that the files in these locations will not be deleted.

http://www.filehippo.com/download_ccleaner/

ATB

intesec

Kudos2

Re: New update messed up my computer

sunddell4..., I'd avoid the registry side of CCleaner if I were you. I've used it for years, and it's very safe, but Windows does a pretty good job of managing the registry. Let's get you up and running, first. In fact, my advice would be to avoid registry cleaners ,period. They can do more harm, than good.

Windows 7 64 Bit Sp1 NIS V 21.6.0.32
Kudos0

Re: New update messed up my computer

Hi sunddell4

After my last post I cane across some other information, which is if you update your graphics drivers you need to update your display drivers at the same time. Try the below.

Uninstall Norton as previous instructions.

Go to the computer manufactures main website, don’t use the windows website, and download the latest version of the graphics and display drivers on the other computer then install them and restart. Check with a videodisc.

Install Norton restart then get updates restart and recheck for updates until there are no more up dates. Check Norton and with a videodisc.

Have you ever had any other security software on the computer like a trial version, of even Norton?

ATB

intesec

Kudos0

Re: New update messed up my computer

Thanks once again for your help. I did update my display drivers and not my graphics driver so I will try that. I don't know what you mean about a videodisc. My computer did come with McAfee trial and I removed it completely when I first bought the computer then put on Norton and Norton worked great for a year till the latest upgrade.

Kudos0

Re: New update messed up my computer

I just noticed that the display and graphics driver is the same.

Kudos0

Re: New update messed up my computer

Of course they are the same.

So in which state are you now, plse reply to each question line by line :

- Do you use the newest video driver and which version?

- Is Google Earth working?

- Can you play a DVD (=Videodisc)?

- Does Norton work correctly?

Furthermore plse tell us the exact model of your Toshiba laptop - C655-xxxx  and the model no. you see at the bottom of your laptop.

We then can look a bit further and more specifically.

BTW : For Google Earth there is also a troubleshooting page here :

http://support.google.com/earth/bin/answer.py?hl=en&answer=176180

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: New update messed up my computer

I went back to the old driver which is 8.15.10.2353, the updated driver I tried was 9.17.10.2843 and it would mess up norton but fix my other problems (i.e.google earth) I had when I installed the upgrade from norton for internet security. How it would mess up norton is explained in my earlier posts.

My laptop is a Satellite C655-S5507

I tried up trouble shooter in google earth and the only thing that worked was upgrading the driver but that did not work out good as I esplained earlier.

Kudos0

Re: New update messed up my computer

Hi sunddell4

Firstly my apology’s about the graphics and display driver information.

Have you run c cleaner yet?

Have you run the removal tool for McAfee?

Have you checked in the windows add/remove programme or the programme files or the programme data for any security software that, who knows when and who knows how may have got on the system?

Have you got the latest version of IE for windows 7, I know some people have a preference for the version they have?

Try downloading the graphics drivers again and identify in a recognisable way from the other drivers, download from the Toshiba website.  After installing them try a DVD videodisc and if it fails restart the computer and retry the disc if it still doesn’t work, uninstall the drivers and restart the machine and recheck with the disc.

Uninstalling the graphics drivers and restarting will put them back.

Regarding the previous instructions about uninstalling Norton, incorporating another restart is an option so, uninstall with the windows add/remove programme, restart the computer, run the NRT, restart the computer, run the NRT again, restart the computer, install Norton, restart the computer, get updates and restart the computer, keep checking for updates until there are no more updates.

In the past it was recommended that the NRT be run twice.  So if you have Norton uninstalled now then run the NRT and restart, then run the NRT again and restart.

When reposting can you provide answers to the questions and the findings on the tasks carried out?

You need to carry out the above before doing this, which is to log into your Norton account put the version you have on the problem computer in the bin and then uninstall as above and download the new version and restart and then get updates until there are no more updates restarting after every update.  If that doesn’t work there is a NIS 2012 version that people are still using. 

http://norton.com/nis12

The link below has relevant information about the above link.

http://community.norton.com/t5/Norton-Internet-Security-Norton/Link-to-Download-NIS-2012/m-p/875760/highlight/true#M226810

ATB

intesec

Accepted Solution
Kudos0

Re: New update messed up my computer

Problem fixed. I just installed the 2012 version of NIS that I had before Iinstalled the upgrade and everything works like it should. I got the tip from another post:  here is the post -

Hi Lise54,

I really can't tell from your post, but have you uninstalled or not yet. If so, did you backup your Identity Safe data first.

If you haven't uninstalled and to do a clean thorough job, you can do this.

Backup/Export your Identity Safe if you use that feature.

Download the Norton Removal Tool  http://www.norton.com/nrt

Download a fresh copy of NIS 2012  http://www.norton.com/nis12

Uninstall the Current NIS 2012 from Control Panel.

Reboot.

Run the Norton Removal Tool.

Reboot.

Run the NIS 2012 installer you just downloaded.

Manually run liveupdate as many times as necessary, rebooting whenever prompted. Continue to run liveupdate until there are no updates left.

Check - Support > About to see that you are at version 19.9.0.9.

Import Identity Safe data, if you that feature.

After you're set back up, go into settings and disable Automatic Download of New Version.

Settings > Computer > Updates > Automatic Download of New Version > move slider to Off position > click Apply.

I want to thank all of you for helping me with this. the upgrade was just not compatable with my graphics driver.

Kudos0

Re: New update messed up my computer

I just did the update to 20.3.1.22 and it messed up my computer. I have a Toshiba 655 satellite laptop. First: as soon as I downloaded the update I opened Google earth and Google earth said it did not find a graphics card. I had just used Google earth just before the update. So I went through the helps in Google earth and they said to download the latest graphics driver and that worked, now I can view Google earth BUT then whenever I tried to open up Norton and the click on the login link in IE it would open and show in the taskbar but be invisible on the screen if I clicked it again another window would open on the Norton icon in the taskbar but would not show up on the computer screen. If I did a system restore that would put my old driver back then Google earth would not show but Norton would work again. I tried other drivers that Toshiba offered but it did the same thing. I used system restore a few times and now I have lost my previous restore points so I cannot go back to before I did the update to Norton. Also Norton is not doing the no show on the computer screen half the time and a screen comes up and says Symantec net framework has stopped working and has to close and I have to shut down IE so it will work again. Also now I cannot print anything from the internet, a window comes up and says internet explorer has stopped working. I have uninstalled Norton internet security a few times and it does not help. Has anyone else had a problem with the new update? Also just to note that I have been using computers for a long time and am very knowledgeable about them so it is not that I did not know what I was doing.  

Kudos0

Re: New update messed up my computer

Welcome,

Please relax, know that this isn't the end of comuting or your computer as you know it. Please shut down, take a break and then restart your computer.

Thanks

DickWin7x64 SP1 current NIS V21

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