07-15-2012 07:53 PM - edited 07-15-2012 07:54 PM
My son let his previous version of Norton 360 expire, and I am unable to remove the old version and install the new Everywhere version, probably because his system has become infected with multiple types of malware. I've tried installing Norton Power Erase, but it becomes infected while running the installer. Do you have any suggestions how to install the new 360 copy on his computer, short of spending another $100 or so to have someone remove the malware? FWIW, anything I download will need to be done from another computer and transferred to my son's PC, probably via CD-R. Thanks for your help.
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07-15-2012 08:44 PM
you can try norton re movel tool wish will unstall it for you
07-16-2012 08:34 AM
It appears that this program needs to be downloaded to the computer containing the copy of Norton 360, and unfortunately, every Norton program I've tried this with, such as Power Erase, has become infected during the installion process and would cease to run. Is it possible to install this to a CD-R and run it from there?
07-16-2012 09:02 AM
Try running a full scan from the Norton Bootable Recovery Tool.
You can download and run this tool from another computer. It will give you the option to use a USB drive or a CD. Once the wizard is completed, put the CD in to the infected computer and restart. You should boot in to a Norton program that will allow you to run a virus scan. If it does not detect the CD, you may have to adjust your BIOS settings to boot from a CD.
07-21-2012 11:29 AM
Thanks for the suggestion. Actually, that's what I ended up doing, once I had access to another PC computer (I'm using a Mac). Because my son's computer was so infected, I was unable to open the complete manual to see that I could install the Bootable Recovery Tool onto a CD or flash drive, then use that to clean the infected computer. Once I did a cleaning using that, I was able to successfully install Norton 360 on the computer and run a complete scan. It would have helped if Norton had provided a complete printed manual in the packaging.
As a footnote, even after installing Norton 360 and having it declare the computer malware-free, I was still getting pop-up ads while doing Google searches in Firefox. Research revealed a rootkit that Norton didn't catch. I ended up using two different free malware programs to clean these out, and at that, it took several scans in both safe mode and in normal mode to before they no longer found malware. My son still gets pop-up "coupons" when visiting numerous sites, so I'm not convinced the computer is completely clean yet. I'm a little disappointed that 360 didn't catch all this other stuff, but at least through the combination of 360 and the other programs, particularly MalwareBytes' free Anti-Malware, the computer is back in useable condition.
Thanks to everyone for their helpful suggestions.
07-21-2012 12:40 PM
As you found, no one security software can catch or remove all malware. You did the right thing in using the Malwarebytes. It is good to keep that around for a second opinion once in a while.
I you watch the forums for a user named Quads, you will see that there are many infections that cannot be removed by Norton or some other security software. Quads uses special tools to help users rid their machines from the nastiest malware. He's the man you want in your corner if you get bitten.