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deac83
Posts: 16
Registered: ‎11-29-2012
Accepted Solution

Auto protect in Norton 360 won't turn on after computer shutdown

I just recently updated my Norton 360 to 20.2.0.19 it worked fine after the initial update. Then after having my computer on for a few days, I shut it down and was told the SVCHOST file was not responding during the shutdown process. When I turned the computer back on get the red x on Norton 360, auto protect is off, the fire wall is off, Sonar is off, outgoing and incoming email scans are off. The only thing that can be fixed is the firewall the rest cannot be fixed. The first time this happened last week I did the remove and reinstall and 360 was working again. Today, did a shut down after a few days again the SVCHoST file not responding during shut down. Boot up again and the red x is back with the same components not working again. Obviously, I cannot continuously install and reinstall Norton just so I have virus protection. Before the update, Norton 360, would always have the SVCHOST file hang during shut down but there was never a problem with it starting up on reboot.
peterweb
Posts: 8,704
Kudos: 1,350
Solutions: 335
Registered: ‎04-17-2008

Re: Auto protect in Norton 360 won't turn on after computer shutdown

Be sure you have run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

 

Then try clicking on Support - Get Support to run  Autofix to check your installation and fix what it finds.

 

What operating system and service pack are you using?

 

Do you now or have you ever had another security program on your computer? If so, you will have to remove it with the removal tool for that program.


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Contributor
deac83
Posts: 16
Registered: ‎11-29-2012

Re: Auto protect in Norton 360 won't turn on after computer shutdown

Running XP SP3. Never have had another security program on this computer only Norton. FYI this started on my outbound flight overseas so I do not have a good network to work with to down load. Took me an hour to download the remove reinstall file. I'll be back home on Friday to try these other suggestions. BTW, I ran the autofix the first time this happened and it did not fix the problem. Also I could not run live update after this happened. The only way I got the problems resolved was to do the remove-reinstall process. But I'll try it again.
Contributor
deac83
Posts: 16
Registered: ‎11-29-2012

Re: Auto protect in Norton 360 won't turn on after computer shutdown

I was able to run live update. 1st time it said it failed to complete the download and process to update. The second time it it did complete the update. No more updated were needed after that. Did not ask for a reboot, but I'm rebooting next after my flight takes off.
Contributor
deac83
Posts: 16
Registered: ‎11-29-2012

Re: Auto protect in Norton 360 won't turn on after computer shutdown

Ok, I've completed all the tasks with no change to Norton 360 status. Be sure you have run LiveUpdate manually a few times, rebooting as necessary, until no updates are available. ** Done with reboot** Then try clicking on Support - Get Support to run Autofix to check your installation and fix what it finds. ** run twice, first time said it fixed problems, second time no problems found** What operating system and service pack are you using? **XP SP3** Do you now or have you ever had another security program on your computer? If so, you will have to remove it with the removal tool for that program. **have never run another security program on this computer, only Norton from Day 1**
Contributor
deac83
Posts: 16
Registered: ‎11-29-2012

Re: Auto protect in Norton 360 won't turn on after computer shutdown

Also should mention the file that hangs on shutdown is the ccSVCHST file.
peterweb
Posts: 8,704
Kudos: 1,350
Solutions: 335
Registered: ‎04-17-2008

Re: Auto protect in Norton 360 won't turn on after computer shutdown

How did you reinstall your 360? If you did not use the Norton Removal Tool, there may be some settings and files that were not removed and could be conflicting with your current product.

 

I would suggest reinstalling the V6 (2012) version of 360, then you can upgrade when you want.

 

Download the Norton Removal Tool from here www.norton.com/nrt
Download the appropriate version of your N360 Standard edition from www.norton.com/n360s_6 or Premier edition from www.norton.com/n360p_6
If you use Identity Safe, backup/export your data. Use the CSV format for compatability.
Uninstall your Norton product with Windows control panel.
Run the Norton Removal Tool.
Reboot.
Run the N360 installer.
Go into Settings - Updates, and turn off the option for Automatic Download of New Version. This will ensure you do not get upgraded to the 2013 version until you are ready.

Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.

Try to log into your Identity Safe. If it works you are done. If not, Import your Identity Safe data.

 

Test your system to see how it responds.

 

 

 


Things happen. Export/Backup your Identity Safe data.
Contributor
deac83
Posts: 16
Registered: ‎11-29-2012

Re: Auto protect in Norton 360 won't turn on after computer shutdown

I used the Remove/Reinstall tool, the file was NRnR.exe. How do I tell the version number of 360 since I don't see a V6 anywhere and just N360? I'll start the process to reinstall per your instructions. The challenge will be that I know when I reinstall it then it works, but something is going wrong a week later or so, and I'm guessing during the shut down process.
Contributor
deac83
Posts: 16
Registered: ‎11-29-2012

Re: Auto protect in Norton 360 won't turn on after computer shutdown

Ok I've completed all of the above. 360 is currently working (been there before). The key will be if it's working a week from now. Thanks for you help, hopefully this resolved the problem for good.
peterweb
Posts: 8,704
Kudos: 1,350
Solutions: 335
Registered: ‎04-17-2008

Re: Auto protect in Norton 360 won't turn on after computer shutdown

Please keep an eye on things, and come back to let us know either way.

 

 

 


Things happen. Export/Backup your Identity Safe data.