topic Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup in Norton Internet Security / Norton AntiVirus

After upgrade notification from Norton Antivirus 2011, Norton will not startup

gpalush — Tue, 01 May 2012 04:35:49 GMT

I was working the other day and I got a notification to upgrade to the new version of Norton Antivirus, I had 2011 and assumed 2012 was available. I ran the upgrade and since then my Norton antivirus is not starting up.

I have tried, uninstalling through WIndows then with the Nortin Uninstaller and it has not worked.

I have tried adding in Perfect Uninstaller, CCCleaner as well as Malwarebytes to help me. Malwarebytescame back up as no malware found.

I have 101 days left on my subscription and each day this does not work, I am losing the value which I paid for.

After I install I get to the splash screen with the "EXPLORE" button and when I click on that the button goes grey and nothing loads.

Your help on this is greatly needed.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

SUBASH_PRABU — Tue, 01 May 2012 05:45:42 GMT

Welcome to the Forums. Sorry to hear about your trouble. Can you provide us more info to help to you better: What Operating System you are having? The name of your Computers manufacturer, Do you have any other Antivirus/Firewall software installed along with norton?

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

gpalush — Tue, 01 May 2012 23:30:29 GMT

Yes, I am on Windows 7 and I am on a HP.

I do not have any other Antivirus as I had Norton running just fine, for about 250 days, up until the update was pushed down.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

peterweb — Tue, 01 May 2012 23:54:05 GMT

Where did you get the new version of NAV?

You can download the NAV2012 from here.

Try reinstalling using this copy. Then run LiveUpdate, rebooting as necessary, until no updates are available.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

gpalush — Wed, 02 May 2012 01:07:15 GMT

Peter,

I got a pop-up, through what I believe was the Norton product.

Do I need to uninstall anything first or just download it and install it on top of the current non-working version of Norton?

Thanks,

Gary

Edit #1 : When I went to install it asked me to uninstall first. So I did that and I am currently rebooting and will install after that. When I uninstalled, Windows did recognize that I did not have an Antivirus installed.

Edit #2 : Install completed and same issue as before... when I got to the screen that says Installation is Complete and I click the "Explore" button... it greys out and nothing is noticeably running.

Edit #3 : After a little while the Installation is Complete screen closed... but still nothing appears. On a SEPERATE note, I got an error message on my laptop Error: 8504, 104. Did not see an error message on my desktop which is the original problem was noticed.

Edit #4 : After downloading the Norton Power Eraser and restarting the laptop, all was well. NPE did not find anything on the laptop. Ran this on the desktop (Computer with issue) and it identified photoshop.exe as an issue. There is some issue with the System Backup process (saying it is disabled, but it does not appear to be) so I am uninstalling Adobe Photoshop (photoshop.exe) and then I will rerun the NPE.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

SUBASH_PRABU — Wed, 02 May 2012 01:04:43 GMT

Can you please Run Norton Power Eraser and let us know about its findings. [Do not fix anything before getting a green signal from here]

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

gpalush — Wed, 02 May 2012 01:08:42 GMT

Uh oh, I am uninstalling photoshop... sorry, I did not see this message in time. Hopefully this will not screw anything up but I will rerun NPE when uninstall completes.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

rkasse — Wed, 02 May 2012 01:22:02 GMT

gpalush wrote:
Peter,

...
Edit #4 : After downloading the Norton Power Eraser and restarting the laptop, all was well. NPE did not find anything on the laptop. Ran this on the desktop (Computer with issue) and it identified photoshop.exe as an issue. There is some issue with the System Backup process (saying it is disabled, but it does not appear to be) so I am uninstalling Adobe Photoshop (photoshop.exe) and then I will rerun the NPE.
...

Is Photoshop also loaded on your laptop? I have run NPE on a machine that is not having any problems but NPE also thinks there is something bad with Photoshop.exe. I suspect this is just a NPE false positive.

If you are saying that photoshop is on both machines but NPE only finds a problem with it on your desktop then I would be more suspicious.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

gpalush — Wed, 02 May 2012 01:30:36 GMT

After Photoshop uninstalled and NPE was rerun, there were no issues found.

I am not hearing an occassional "Bum.. Bum... Bum..." coming from my speakers. So either something is trying to run and can't or there is a virus behind all this...

Edit #1 : The other thing to note is that after a little while after install (don't know exact timing but was there during install but not there now) the icons for Norton in my Start Menu disappear.... The program names are still there but the Norton Icons (aka logos) are gone from next to the program names.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

gpalush — Wed, 02 May 2012 01:23:24 GMT

rkasse... thanks for the input. I do not have Photoshop on my laptop, so I am assuming it is a false positive but better safe than sorry.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

SUBASH_PRABU — Wed, 02 May 2012 01:46:01 GMT

Please Run the Norton Removal tool and then Run a Check Disk in your Computer --> Install the Norton Antivirus from here. Let us know how it goes.

Check Disk: Start --> Run --> Type cmd --> Type chkdsk /r /f hit enter --> Type y --> Restart your Computer, Check Disk will run Automatically.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

gpalush — Wed, 02 May 2012 04:45:41 GMT

Everything seemed to run fine...

Here are the details of the first four stages:

Stage 1 (verifying files)
235520 file records processed
436 large file records
0 bad file records
0 EA records
60 reparse records

Stage 2 (verifying indexes)
313592 index entries processed
0 unindexed files scanned
0 unindexed files recovered

Stage 3 (verifying security descriptors)
235520 file SDs/SIDs processed
39037 data files processed
34402480 USN bytes processed

Stage 4 (verifying file data)
235504 files processed

Not sure what you were looking for but doesnt seem like any issues.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

peterweb — Wed, 02 May 2012 12:36:48 GMT

A suggestion to add to Subash's instructions for using the Norton Removal Tool.

Be sure to back up any Identity Safe data before running the tool.

Sometimes it may be necessary to run it 2 or 3 times, just to be sure all traces of Norton products are removed.

Also, have you run any full system scans in Safe Mode? This stops any malware from loading and trying to protect itself.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

yank — Wed, 02 May 2012 13:31:36 GMT

peterweb wrote:
A suggestion to add to Subash's instructions for using the Norton Removal Tool.
Be sure to back up any Identity Safe data before running the tool.
Sometimes it may be necessary to run it 2 or 3 times, just to be sure all traces of Norton products are removed.

Also, have you run any full system scans in Safe Mode? This stops any malware from loading and trying to protect itself.

There is some information available in the Norton 2012 Training Guide I recevied from Norton that states the following:

"If you cannot uninstall the product through Add / Remove programs, then you can download and run the Norton Removal Tool. Note that the product licensing information and the local Identity Safe vault remain intact irrespective of the method you choose to uninstall the Norton 2012 product. Upon the next installation of the inline product version, the subscription information will automatically be picked up. In case of Norton Internet Security, the latest version automatically picks the previously saved local Identity Safe vault."

"It is important to understand that the Norton Removal Tool should not be run more than once and it should be used as a last resort to remove supported Norton products. Earlier in a few scenarios, running SymNRT twice was a help. However, it is no more the case and running it once does a complete uninstallation of the detected products."

I am not trying to say that backing up (exporting) Identity Safe Data is not a good precautionary task. As a matter of fact I feel it is important to remind folks to backup (export) ID Safe Data on a regular basis.

All I am saying is that the latest information available is slightly different from what has been stated in the past.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

Topopurim47 — Wed, 02 May 2012 14:16:34 GMT

to me there seems to be a bug in nis/nav/2012. the oddest things trigger the 8504 error code thus rendering norton unoperable. look at post from gorpy1, garawa, and others. check thread symantec framework crashes error 8504. i'm afraid there are a lot of machines out there with nis/nav installed an norton not working and the users are unaware. i hope i'm wrong.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

peterweb — Wed, 02 May 2012 18:23:25 GMT

Thank you Yank.

I am not privy to the training manual, and was going by previous posts I have read. Now I have new information to store and pass along. :smileyhappy:

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

yank — Wed, 02 May 2012 20:38:10 GMT

Topopurim47 wrote:
to me there seems to be a bug in nis/nav/2012. the oddest things trigger the 8504 error code thus rendering norton unoperable. look at post from gorpy1, garawa, and others. check thread symantec framework crashes error 8504. i'm afraid there are a lot of machines out there with nis/nav installed an norton not working and the users are unaware. i hope i'm wrong.

Hi Topopurim47,

Just a comment.

Garawa had an error 8504,101 which a Norton KB fixed

http://community.norton.com/t5/Norton-Internet-Security-Norton/NIS-2012-appears-to-have-stopped-at-least-it-won-t-open/m-p/706131/highlight/true#M202059

Gorpy1 (system framework) is a 85804, 104 error which this KB covers

https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?version=current&product=Norton+Internet+Security&lg=english&ct=united+kingdom&ablr=1&pvid=f-nis-cur&docid=v62545568_EndUserProfile_en_us

Unless I missed something, no one in the thread has run the KB all the way thru to include the What if this doesn't work? at the end of the KB.

So is it a bug since they are different errors, one was fixed and it appears not all the KB items were followed with for the other error? I'm not convinced .

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

yank — Wed, 02 May 2012 20:41:30 GMT

peterweb wrote:
Thank you Yank.

I am not privy to the training manual, and was going by previous posts I have read. Now I have new information to store and pass along. :smileyhappy:

I know not everyone has all the info - I know I sure don't have it all at times neither.

But sharing new info that we do have with others is what is good for the forums and all users in the long run.

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

gpalush — Thu, 03 May 2012 01:30:34 GMT

Peterweb:

I just have the Antivirus, so I don't think I have any Identity Safe data, but I have run the uninstaller about 4 or 5 times but only after another install. Based on the note from yank I am not going to rerun the Removal Tool.

Also, I did not run the malware scan in safe mode, that is currently running now. Good advice, thanks!

Update #2 : Malwarebytes just finished in Safe mode and drum roll please........ found nothing. :(

Topopurim47:

I do not remember seeing any errors on my desktop (the one currently with the problem, previous note of 8504 error was on laptop which seems fine now). Without my Norton running, I have shut down my internet devices so nothing can go out or come in... hopefully I figure this out. I will take a look at the 8504/85804 error threads yank provided and see if any thing works from those.

Update #1: I did run the steps in the 85804 on my desktop machine and it didn't do anything. I am going to try to run the steps in the 8504 once my adware scan completes. I have downloaded the Norton Removal Tool but I assume the Norton Removal and Reinstall is different since the exe name is different.

Update #4: So the fix for 8504 didn't do anything to correct it. In the Windows 7 System and Security / Action Center it seems to recognize Norton AntiVirus as it states ("Norton AntiVirus reports that it is turned on.").

Thanks.

SUBASH, any other thoughts?

Update #3 : Not sure if everyone saw this but when i initially startup I hear sound from my speakers like an error occurring, it goes "Bum... Bum... Bum..." really quick, new since this error has happened. It happens a couple times (i.e. 5), with a delay in between each successful BumBumBums and then stops. Since sound doesn't work in Safe mode, I cant definitively see if it happens in Safe mode. Either Norton is making this error noise, or something else is going on.

Update #5 : The BumBumBums mentioned above, seem to be coming from my JumpDrive... I am scanning that for malware and virus now!

Re: After upgrade notification from Norton Antivirus 2011, Norton will not startup

gpalush — Thu, 03 May 2012 01:52:45 GMT

So guess I cannot update the previous post anymore...

But my Jumpdrive did not have any malware or virus stuff on it...

So frustrating!!!!!

So I tried running Norton File Insight ("No idea what that is but it was an option when right clicking Norton AntiVirus") and it gave me an error:

Norton File Insight cannot be opened because Norton AntiVirus has encountered and internal program error.