06-09-2012 06:29 AM
First of all, let me say that I am no IT whiz, but I'm no fool either!
My wife purchased Norton 360 Premier Edition in October of last year. Until recently it worked very well, and my wife seems to have no issues, but after following all of the advice from Support for days now, I'm at the end of my tether and beginning to feel that Norton has let me down.
I started having problems accessing my Norton 360 Premier console some weeks ago; ie, Clicking the icon resulted in no response. Internet Explorer tells me that I am protected by Norton, but I have no other confirmation of that, as after repeatedly using the Norton Power Eraser and Norton Removal Tool, and having reinstalled Norton 360 Premier Edition 3 times, I'm no further forward as I still can't access the product.
Norton Support isn't any great help now either... I'm sure Nathan is a really nice guy, but he's just got me running round in circles now and I have no intentions of throwing good money after bad by paying Norton to fix their faulty product!
HP Compaq; Windows Vista.
All advice readily accepted, and thanks for listening to my gripes.
Mad, Bad, and becoming dangerous to know!
Solved! Go to Solution.
06-09-2012 01:21 PM
Welcome to the Community.
Sorry to hear that you are having problems. We are here to help if we can. I personally am not a great expert on Norton 360 and have never used the Premier edition but I know there are far more knowledgeable users in the forum who will probably come to your help. However in the mean time can you give us a bit more information?
You say your wife purchased it and has had no problems but you have run but you have used Power eraser... Do you both use the same machine? Is your wife still having no issues with N360?
Can you access Norton through the - start - run all programs route?
Why did you use Norton Power Eraser (NPE)? Was this just because of the lack of response when you clicked the icon?
Did NPE find anything and if so what if anything did you allow it to do?
I look forward to your responses and hopefully we will manage to resolve your problem before too long.
06-10-2012 12:46 AM
Hi Andmike, and thanks for your reply,
In answer to your request for more info, and I apologise for not being more specific...
My wife purchased Norton 360 a month of so before my previous (other) anti-virus prog expired and I used an installation from her package on my computer. My wife's machine has no problems.
I have tried accessing through the Desktop icon and through Start with the same result, which is that the aknowledgement, "swirl" symbol, runs for a second then stops.
I used Power Eraser and the Removal Tool following advice from Norton Support, "Nathan", to reinstall the product. Power Eraser found no threats or issues.
I've reinstalled N360 three times, I think, and although the program says it has downloaded successfully, I'm no further forward and my laptop appears to be taking longer to boot-up.
Sorry to rock the boat, as there are some sharp noses out there who appear to hold Norton in high regard, but I'm in the situation of not being able to determine whether I have anti-virus cover or not and am coming towards the mindset now of giving up on it and purchasing a program that works!
Thanks for your interest Andmike, and I welcome your help and advice.
06-10-2012 07:34 AM
Please go to Control Panel > Programs & Features and see if Norton 360 is listed as being installed. If so, please follow these instructions:
Note - since you can not open the program, you may not be able to back up your ID Safe Data. If you do not use ID Safe, then ignore the instruction. Also if N 360 does not appear in Programs & Features, begin with download and run of the Norton Removal Tool.
If you use Identity Safe for your Logins, please back it up (export) the data so it can be Restored (Imported) after you install a fresh copy of N 360.
Plese remove the copy of N 360 you have installed, using the Control Panel uninstall via Programs & Features.
Download and run the Norton Remvoal Tool once and reboot after it is completed. The NRT can be found here:
Download a fresh copy of N 360 from here:
Once installation is complete, open N 360 and manually Run LiveUpdate as many times as necessary for it to respond "no more updates available". If a reboot is requested, reboot and then continue to Run LiveUpdate until it responds "no more updates available" and then reboot one last time.
Once totally updated, don't forget to Restore/Import your ID Safe data (if used).
Please keep us posted.
06-10-2012 08:12 AM
I will leave you in Yank's far more capable hands blinto4.
There is one thought that occurs to me as to why you may have had a problem in the first place. Are you sure you fully removed your old antivirus program before you installed N360? If part of it remains then it may still be clashing with N360.
I am confident that if you follow Yank's advice he will get you through this. :-)
06-10-2012 08:52 AM
Good point Andmike,
While we await Bill's next post, perhaps he can also include which AV/Securityprogram he used before, how it was removed (control panel, removal tool for that product or perhaps Norton removed it prior to installation) and if he has any other security programs currently installed.
06-12-2012 05:32 AM
Thanks Andmike and Yank for your interest and help.
In the end, I contacted Norton support and was put through to Manikandan, who did what he could -and for longer than I thought anyone would put up with me- and then he put me through to his boss, Janakiraman, who spent quite some time going through my systems like a whirlwind... It was a bit like some stranger fiddling with your imaginary motorbike, and I got my hands slapped a couple of times for interfering with myself.
I have no idea what they get paid, but it isn't enough! These guys are stars! So thank you Manikandan and especially Janakiraman, who put off the most time with me. These guys are polite, understanding and have the patience of saints, otherwise my laptop would by lying like shrapnel in the garden right now!
I take back the bad things I said about Norton in my previous posts and all of my bad thoughts.
Andmike and Yank, I'd like you to help me once more by advising me on how to contact Norton officially to lay well deserved praise on their IT tech's. And thanks again!
Take heed, ye disgruntled malcontents!
06-12-2012 06:02 AM
In regards to your queastion about providing feedback - please see this thread for some suggestions: