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Kudos0

Norton 360 stopped working

Hello there,

a few days ago I updated my Noton to the newest version, v 21, and since then I have one big problem with it. When I start any scan for viruses, Norton stopped working with classic Windows message. I happens if about 8k files are already scanned and the curent scanned "file name" is everytime the same - it says "1 file remaining". Then, if I click "OK" (or somethin like that), Norton restarts, but it says, that some scan is already running, so I cannot try to scan computer again (only system restar helps).

So, any ideas how to solve this? It is strange, that I cannot scan my computer for viruses even I pay for a good antivirus...

Norton reinstall doesn't help btw, I have tried it yesterday (sorry for my english :P ).

Pabouk.

Replies

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

Can you check on the computer clock that the following are correct?

The time?

The day?

The month?

The Year?

The time zone?

Its written like this because in the past people check the time only and one of the others is incorrect and is causing problems for the Norton product.

To check the above click on the clock in the task bar, on the dialogue box that opens click on, change date and time settings.   

Check for Norton updates manually or right click the Norton icon in the task bar and click, run live updates, and then recheck until there are no more updates restarting the computer as requested.

Try running autofix by clicking the Norton icon, click support, click get support (or right click the Norton icon in the task bar and click Get support) let it run then restart the computer.  It should tell you if any items where fixed.  If you get an error message about MBAM then just click on skip on the error screen.

Try a Norton full scan in safe mode (see help and support from the start menu).  Disconnect the internet before booting into safe mode as Norton appears to be disabled in safe mode only allowing a full scan.  can you repost with the result?

Conflict in security software can be the cause of various issues even if the security software has been uninstalled the debris left on the system may not have caused problems until an update has been installed.

Have you or have you ever had any other security software including any trial security software on the computer including Norton?  If so what is it?  

Can you check in windows add/remove programmes, programme data and programme files for any security software that may have been bundled in a download?

What trial security software came with the computer?

What is the name of your Norton product and the version number, you can find this by clicking the Norton icon, click support, hover over, about, on the window that opens, the second line down is the version number.

What are your computer specifications you can find these by clicking the start menu, click help and support, enter System Summary, click search, click on Click to open System.  For security reasons do not provide what you have named your computer.

What is required is,

Version of windows (operating system)

Service pack

System type (32bit or 64 bit)

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Thanks for your reply, intesec!

First thing I didn't mentioned before - I have this same problem on two different computers (laptop and desktop).

So, I checked all about the time - it was correct. Downloaded all avaible updates - still doesn't work. Autofix didn't found any problem with my Norton.

Now, I'm running the full scan in safe mode on my desktop and it seems it works correctly - it's checking "user datas" now (previously it crashes even before "user datas" were checked).

I have never installed any other security software even "boost" or antispyware software. I have a quite clear Windows installation (reinstalled 5 months ago).

I'm running 21.0.2.1 version of Norton 360 product. I had no problems with older version (20.x.x.x) before, but now it seems something happend with this new version.

The last thing:

OS: Windows 7 Home Premium (Professional on my desktop)

        Service Pack 1

        64 bit

Thanks for any other advices how to correct my scanning (without using safe mode for sure :-) ).

Pabouk.

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

If the scan in safe mode completes successfully then try a full Norton scan in normal mode, can you then repost with the results.

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Ok, I thought the scan will be completed, but at the end some error appears: "Norton Internet Security Sanner Module stopped working...." - nothing but close program is possible to do.

I think all data were scanned, definitely most of them, if not all.

But I'm back on the beginning... my antivirus isn't working properly :/

 

But one think I note: if I let Norton scan the computer in its inactivity, no error appears and it no longer shows orange/red exclamation mark on Norton tray icon.

 

I have a czech version of Norton 360 btw, if some problem could be here?

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

The czech version of Norton is the same as any other version as far as the security content of the programme is concerned, the language on the user interface’s is the only difference.

Currently there is a new version release see the link below and some people have been posting with different problems.  Check out Tony_Weiss’s post on the link below from the first few posts at the top of the Norton 360 forum page.

http://community.norton.com/t5/Norton-360/Product-Update-21-1-of-Norton-360/td-p/1034149

The person who started the tread below was having a similar issue to yours, you might like to try yank’s suggestion post 22 on page 3.  or Try a Norton full scan in safe mode with networking (see help and support from the start menu) this time.  Disconnect the internet before booting into safe mode as Norton appears to be disabled in safe mode only allowing a full scan.  can you repost with the result?

http://community.norton.com/t5/Norton-360/Norton-360-Scan-Error-3038-104/td-p/1032903

Are you clicking the scan button on the Norton user interface or are you setting the scan to start automatically from a schedule task?

What issues are you having with the antivirus?

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Well, I have tried the scan without scanning compressed files and nothing changed, still getting the "stopped working" window. In safe mode it's still the same too.

I always start the scan from user interface, but if I let my computer some time in inactivity, I think the scan runs properly with no errors (I think because of the fact that orange/red exclamation mark on tray icon dissapers and it no longer needs me to set the scan manualy - but I can't prove this, how do I find that the scan in inactivity was successful?).

So I think I will just wait for that new patch to come out (21.1.0.18) and hope that it will help with my problems (I can't get it via LiveUpdates right now). Hope it will come out in a few days.

Pabouk.

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

If you disable the screen saver then go to the power options and set

Turn off the display to never.

Put the computer to sleep to never.

In Norton turn off automatic updates and pulse updates.

Turn off ant other automatic updates you have.

Restart the computer.

Start the scan manually.

This will allow you to see the scan complete.

Did you try the scan in safe mode with networking?

Navigate to idle time and turn it off and try the scan again.

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Well, first thing - the new patch mentioned above was aviable for download via LiveUpdate today... so I try to scan with this patch - still getting the same error. Then I tried it with updates turned off - no change again. Scanning after an inactivity scan wasn't successful too. Safemode with or without networking gives me the same error result.

But I noticed one thing - when I set a quick scan - it crashes almost immediately (about 11k files checked) but a full scan scans the whole computer (about 580k on my desktop) and crashes at its very end.

I have attached screenshots of the errors (as a link to images uploaded on my dropbox) I'm talking about the whole time (firs one is for a quick scan, second for the full scan).

https://www.dropbox.com/s/lb26sfpaosbad6r/Norton.PNG

https://www.dropbox.com/s/fa2i7h3sbn5ftyo/norton2.png

So, any more ideas, if even the newest patch didn't help?

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

What is the version number of the Norton product as the upgrade comes in two patches, you can find this by clicking the Norton icon, click support, hover over, about, on the window that opens, the second line down is the version number.

Some scanning issues can be caused by bad sectors on the hard disc.

Try running check disc (see help and support from the start menu) for errors.  It’s requested in normal mode and starts on restarting the computer, it can take a long time so be sure mains power is connected.

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Hello,

the actual version on both my PCs is 21.1.0.18.

Well, I will try to run the disc check, but it is very strange if both of my discs have suddenly some problems just after instaling the new version of Norton (as I mentioned above, I had no single problem with the older version 20.x.x..)

Pabouk

Kudos0

Re: Norton 360 stopped working

Ok, an update - disc check found no problems with my disc as I expected... so what to try now? :/

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

Log into Norton management on the link below using your Norton account email address and password, click on my account, click on product details.

Click on the yellow download button and save the download. 

Make a note of your current Norton product key from this page.

https://manage.norton.com/

Download Norton removal tool link below.  Running the Norton removal tool will remove other Norton products that are on the computer.

www.Norton.com/nrt

You’ll need to backup or export in both formats your identity safe and any other users identity safe if it is used, before doing the below.

Disconnect the internet.

Uninstall Norton using the windows add/remove programme.

Restart the computer.

Recheck for Norton using the windows add/remove programme and uninstall if there.

Restart the computer.

Run the Norton removal tool.

Restart the computer.

Install Norton and follow the prompts to activate it, run live updates as many times as it takes to get, no more live updates, restarting as requested.

Check your identity safe has data if not import the data.

If you have any questions please ask before starting.

ATB

intesec

Kudos1

Re: Norton 360 stopped working

intesec, I have seen these same instructons before and I keep wondering how the user is going to activate and run live update if they are not told to reconnect to the internet?
Kudos0

Re: Norton 360 stopped working

intesec: Well, I have tried a quick scan after this reinstall and still getting that same error. Clear instalation, updated to newest version and nothing changed... I have connected the internet before instalation, without it I surely couldn't even install Norton and patches. Are you realy sure, there couldn't be any conflicts with the language "versions" of my Windows and Norton? I have met these problems in other applications - czech version of Windows is using "different" paths in folders or using some strange characters like "ř,č,š...". But I think I don't have any of these characters in any "important" path.

Pabouk

Kudos0

Re: Norton 360 stopped working

Hi yank

Norton will automatically prompt about the internet connection.

As far as I am concerned it is a safety aspect of the instructions meaning Norton is installed and active so the person will just have to connect and click retry and follow the prompts to activate the Norton product.

I prefer Norton to request the connection when Norton is ready therefore eliminating any person connecting to the internet before the Norton product is installed and active as well as the possibility of early connection and a failed Norton installation that could leave the computer connected to the internet unprotected.

There is also the possibility of the person leaving the computer for some reason for some time having just connected to the internet before installation has been activated or possibly a failed installation.

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Thanks for your explaination, I understand what you are saying, but if I were using your instructions, I personally would include the reconnect to internet prior to trying to activate to avoid the activation failing and confusing the user.

To each their own, if I instruct to disconnect I feel I need to also supply the reconnect instuction in the proper step in the sequence. Just my opinion mind you!
Kudos0

Re: Norton 360 stopped working

Hi Pabouk,

I seem to vaguely remember some discussions in the past in regards to the Czech version of Norton - seems it was based on updates using the czech version of windows/czech version of Nortona and the product key version - but I do not recall anything functional that was different.

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

I have no knowledge about the czech version of windows I have the English version.  You might like to check the Microsoft website and their forums?

Check for Windows updates manually and then recheck until there are no more updates restarting the computer as requested.

What trial security software came with the computer?  As you have recently reinstalled the operating system.

Did you download and or install any other data around the time the scanning issue started?

Post 9 on this thread has links to dropbox screen shots the dialog error box is in czech can you translate it please?

You might like to consider rolling back to v20 do you have the standard or premier version of Norton 360?  Repost for the link if that’s what you would like to do?

You may have an infection that is blocking the Norton scan, below is a second on demand scanner that you may like to try.

The link below needs the basic version downloaded not the trial or the pro the same when installing to avoid any real time protection, which should be turned off as it can conflict with your security software. Install and get updates.

http://www.malwarebytes.org/products/malwarebytes_free/

Other things I would do is, download and run C cleaner then defragment the hard drive using the windows defrag tool (see help and support from the start menu)

C cleaner has two buttons, cleaner and registry, cleaning the registry can cause serious problems so it is best to leave it alone.

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

C cleaner is freeware (5mb), you might like to do some research on the web about C cleaner?

https://www.piriform.com/ccleaner/download

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Hello,
so first things first:
all Windows updates were installed already.

I'm not sure if there were any trial security software, but I have clearly reinstalled Windows about 5 months ago and the only security software I have installed since then is Norton only.

I'm not sure if I downloaded something other when the issues started - but the same software on both my PCs is internet browser (Firefox), Steam, flash player, Adobe reader, MS Office, Winamp, AMD Catalys drivers, Daemon tools and Winrar, thats all - more or less.

Now the translation:


 Program Norton 360 stopped working.

 A problem caused the program to stop working correctly..

 System Windows will close the program and tell you if some solution is available.

    -> Shut down the program

- I'm not sure if the translation correspond with english error message but this is more or less what it says.

Scans results:

The first program, MalwareByte, didn't found any suspicious thing in my PC. With Ccleaner I have cleaned some mess from my PC and cleaned the registry too (about 200 problems).

Then I tried a manual quick scan with Norton again - my favourite error still appears.

So its the only solution to repair this problem to get back to the older version 20, which worked correctly with no errors?

Pabouk

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

Thanks for the translation but there doesn’t seem to be anything to go on from the error message.

Can you use the web to find out what trial security came with the computer.  As conflict in security programmes can cause various problems even the debris after uninstalling it.

I am curious as to whether both computers have had the operating system reinstalled?

Did you restart the computer after running C cleaner and MBAM and then try a full scan in safe mode?

The link below has various threads regarding Winrar, can you try excluding this item(s) from the scan list, by checking in programme files, programme data and common files for the name of the folder(s). Navigate to, items to exclude from scans, I have NIS 2012 and its path is, computer, antivirus and SONAR exclusions.  Then restart the computer and try a full scan in safe mode.

http://community.norton.com/t5/forums/searchpage/tab/message?filter=labels&q=Winrar

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Hi,

I'm sorry, but I'm not able to search anymore if my laptop comes with some software but I'm sure that my desktop comes with a clear harddisc with no software on it. I have made a few OS reinstalls since then, always with full HDD format.

About winrar: I have tried the proceture from this post: http://community.norton.com/t5/Norton-Internet-Security-Norton/Bug-Error-3038-103-when-scanning-specific-RAR-files-details/m-p/923835/highlight/true#M233683  and didn't get any errors. With a quick scan with Winrar folder excluded I get same old error again.

I will try a full scan in safe mode after scanning/cleaning my computer later, I don't have much time right now and I need to work on my computer...

Pabouk

Kudos0

Re: Norton 360 stopped working

Hi,

so I tried a full scan in safe mode after running CCleaner and MBAM today and get my strange error again.  Maybe one thing I didn't mentioned before - full scan in safe mode or in normal (non-safe) mode give me the same results - Norton scans the whole computer and at the finish gives me the error "Norton Internet Security Sanner Module stopped working....".

Pabouk

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

Can you navigate to history and on the drop down menu at the top left hand side click on, Unresolved threats and repost what you find and while in history click quarantine and clear entries if there are any there.

How much free space is on the hard drive?

What is the make and model number of the both computers?

The Norton power eraser can detect files needing deletion, that may then cause the operating system to fail so if you run the Norton power eraser, and are not sure about the files, copy and paste the log files that it produces.  Choose not to delete any files unless you know what you are doing.

Norton power eraser download link below.

http://www.symantec.com/norton/support/DIY/index.jsp

You might like to backup the personal data and you’ll need to backup or export in both formats your identity safe and any other users identity safe if it is used, before doing the above.

ATB

intesec

Kudos3

Re: Norton 360 stopped working

Hi intesec,

The OP is using v21 so already has NPE on their system, but it should only be used as a last resort as it can have False Positives and can also take some Windows files with the result of Windows not starting.

Cheers!

"But who has any right to find fault with a man who chooses to enjoy a pleasure that has no annoying consequences, or one who avoids a pain that produces no resultant pleasure?" "The wise man therefore always holds in these matters to this principle of selection: he rejects pleasures to secure other greater pleasures, or else he endures pains to avoid worse pains."
Kudos0

Re: Norton 360 stopped working

Hi Krusty13

Thanks for posting.  Do you know the path to NPE on v21.1 and if so can you post it please?

ATB

intesec

Kudos0

Re: Norton 360 stopped working


intesec wrote:

Hi Krusty13

Thanks for posting.  Do you know the path to NPE on v21.1 and if so can you post it please?

ATB

intesec


In N360v21;

Open N360 > Security tab > Run Scans > Norton Power Eraser.

"But who has any right to find fault with a man who chooses to enjoy a pleasure that has no annoying consequences, or one who avoids a pain that produces no resultant pleasure?" "The wise man therefore always holds in these matters to this principle of selection: he rejects pleasures to secure other greater pleasures, or else he endures pains to avoid worse pains."
Kudos0

Re: Norton 360 stopped working

Hello,

I have checked the history - Unresolved threats and didn't found anything there. In quarantine I have one file (I know about it - I have it there a long time, even on the older version of Norton and it worked correctly with this file in quarantine -> should i delet it?

I have about 500Gb free space on my laptop HDD and about 50Gb on my desktop.

I'm not sure about the number you are talking about - is it on the two lines under "Version: " in "support -> about application"?

I will try the NPE few hours later, when I get home - thanks Krusty13 for the path to it.

Kudos0

Re: Norton 360 stopped working

Well, the NPE didn't found any problems, only some older version of Java installed (I have two version on my laptop - v7.0.400 and v7.0.450). So, any more ideas, where shoud this strange problem be?

Pabouk

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

What is the make and model number of both of the computers?  Are they HP, Asus, Acer, Sony and then the model number on the laptop it should be on the label on the back.

Remove the file from quarantine and restart the computer then try a full scan in safe mode with networking, disconnect from the internet.

Have you previously reinstalled the operating system on both computers?

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Hello,
my laptop is HP Probook 4530s (LW790ES#BCM) and my desktop is made by Comfor, but it's, more or less, "homemade machine".

So I deleted the file from quarantine, restarted the computer to the safe mode and run full scan - I get my error after the computer has been scanned, again.

And yes, I have previously reinstalled OS on both computers, as I mentioned somewhere above.

Pabouk

Kudos0

Re: Norton 360 stopped working

Hi Pabouk

HP appears to have its own internet security software and this I  have no knowledge of and with this type of security product it can be linked to other aspects of the HP products on the system if you would like to uninstall restart the computer and then run the removal tool if there is one available you may be able to find this information on the HP forum or contact HP support.

Or perform the below?

As the previous version was working correctly you might like to revert back to the previous version using the process below?  Then in the future consider upgrading when Norton has released a patch.

There are links below to download either the standard or premier version of Norton 360.  Your key is only valid for the version you have purchased.

Norton 360 standard, download link below.

www.norton.com/n360s_20

Norton 360 premier, download link below.

www.norton.com/n360p_20

Download Norton removal tool link below.

www.Norton.com/nrt

After downloading the above use the process below to remove the Norton product and then reinstall the norton product.

Physically disconnect from the internet (unplug the internet cable).

Later Norton will automatically request an internet connection when it has failed to connect to the server, connect to the internet and click retry at this point norton is active connecting to the internet at an earlier time may have the computer unprotected and connected to the internet.

Uninstall Norton use the windows add/remove programme first.

Then restart the computer.

 Then run the Norton removal tool.

Then restart the computer.

Install Norton.

Close the activation window.

Launch Norton it may be showing red or orange and disable automatic updates, pulse updates, automatic download of new version and special offer notifications and restart the computer.  I can’t give the path to these as I have NIS 2012.

Launch Norton you’ll need to activate it, if you don’t get the activation window click on live updates, after activation run live updates as many times as it takes to get, no more live updates, restarting as requested.

You might like to backup the personal data and you’ll need to backup or export in both formats your identity safe and any other users identity safe if it is used, before doing the above.

If you have any questions please ask before you start?

Remember to return the Norton settings to your requirements.

ATB

intesec

Kudos0

Re: Norton 360 stopped working

Hi intesec,

well, I'm pretty sure I have no other security software after OS reinstall but only Norton. My desktop comes with no security software surely, so I don't think there should be some problems with multiple security SW.

I think I will stay on this newest version of Norton and I will wait for some patches. This version works well (scan in inactivity, all "live" security and computer scans like registry checking, HDD defragmation and so), only manual scans seems to be buged somehow.

So thanks for all your advices and time intesec! I will let here know, if some new patch helped me.

Pabouk

Kudos0

Re: Norton 360 stopped working

Hi Pabouk,

well I see that somebody else with Czech version of NIS13 has the same problem which I am solving here: NIS13 doesnt start automaticaly

I don't have Norton 360 but Norton Internet security. From the beginning I have installed trial version. Than I bought license for NIS12. This October I bought new one with update to NIS13 and after few days I have this issue - same window you uploaded here before. When I let NIS13 to scan my laptop automatically, no failure appear but when I run it manually after few minutes I get error message. Up to now I didn't find any solution and still testing my laptop. Its strange that old version of NIS12 worked well and with new version NIS13 came with this error. Thinking to write directly to Symantec to solve this error.

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