Issues after download

lwooten · ‎08-13-2012

I recently did my renewal and PC Tuneup is not running correctly. It is showing that I have not ran any of the disc defragmentations, removing of temp files and such. It won't let me run a diagnostic report at all. I called support and was told they could not help me because the renewal did not download but when I go to my account it shows the download completed. I have scanned and used the power eraser. I don't know what else to do.

yank · ‎12-02-2009

lwooten wrote:
I recently did my renewal and PC Tuneup is not running correctly. It is showing that I have not ran any of the disc defragmentations, removing of temp files and such. It won't let me run a diagnostic report at all. I called support and was told they could not help me because the renewal did not download but when I go to my account it shows the download completed. I have scanned and used the power eraser. I don't know what else to do.

Hi lwooten,

Please tell what your operating system is, which version of N 360 you are using (Support > About).

Please look at the main page of N 360 and tell us how many days your subscription Status says are remaining.

Did you permit N 360 license to expire prior to trying to renew it?

Once we determine if in fact your license has been renewed and N360 is still active we'll pursue your other problems.

lwooten · ‎08-13-2012

My operating system is Windows 7 Home Premium. Norton Version 6.

366 days remaining on subscription.

Yes, the Norton had expired.

Let me know if you need anything else

yank · ‎12-02-2009

lwooten wrote:
My operating system is Windows 7 Home Premium. Norton Version 6.

366 days remaining on subscription.

Yes, the Norton had expired.

Let me know if you need anything else

Thanks for the feedback, just a few more comments/questions.

It appears you have a current license (366 days remain), and since your license expired, it does not surpise me that none of the tuneup tasks show as completed. It will take tyime for them to run as they run in Idle and in fact nothing should be very defragmented (considering it was done prior to your old license expiring) plus the program probably lost track of all the old task's completetion dates since it expired. I hiope you follow my lone of thinking and underrstand what I am getting at.

Now why the problem with the diagnostic report - that's got me puzzled at the moment. Have you tried another report?

How did you "renew"? Did you purchase a new download from Norton store, purchase a lesser expensive CD/DVD and install it and use the new Product Key (smart move if you did it that way), or exactly how did you "renew" it?

I am thinnking perhaops if it was an over insatll, it may have corrupted something since the old version was expired.

Please, the more info you can give us in regards to the "renewal" will help us get you up and running.

lwooten · ‎08-13-2012

The tune up fix has been running since 10pm last night. Almost 24 hours.

I have tried to run the diagnostic report several times, it doesn't do anything.

I purchased my renew from Norton.com on a different computer and downloaded it to the one with the problems.

I was having issues with the computer. That was the reason for the renewal.

yank · ‎12-02-2009

lwooten wrote:
The tune up fix has been running since 10pm last night. Almost 24 hours.

I have tried to run the diagnostic report several times, it doesn't do anything.

I purchased my renew from Norton.com on a different computer and downloaded it to the one with the problems.

I was having issues with the computer. That was the reason for the renewal.

Can you explain more in deopth what type of issues? Slowness, redirects, popups, blue screens, or what? Then tel us what you did to attempt to fix the issues. If you think you were infected with malware/virus let us know that also.

lwooten · ‎08-13-2012

I had pop ups. I didnt do anything to attempt to fix. I stopped using the computer and purchased the renewal on another computer and downloaded it. It ran everything fine up to the PC tuneup.

I am not really computer savvy but I believe there was or still is malware. I have already ran the Power Eraser as well.

After I loaded the Norton software and ran the scan and did the restart that Norton required I received a dark screen not blue with some information on it that my computer needed to correct some disc fixes. This was after the PC Tuneup fix had been running for qute a while.

The only thingI notice now is if I open Internet Explorer, it only brings up the tool bar portion and I have to expand the screen.

yank · ‎12-02-2009

Hi lwooten,

I have asked a fellow volunteer to try to assist you with your "disc fixes" as I am not very knowledgeable in that area.

Hopefully peterweb will be along shortly wo assist you.

I understand about your running the NPE and there are other programs that can be run, but I think it best to clear up the disc fixes first.

lwooten · ‎08-13-2012

Sorry, I should have said the computer rand through all of the fixes. I don't know if it should have done that or it was part of the malware. It starts fine now and does not do that. As far as I can tell other than the internet explorer window opening too small, there is nothing else wrong, except the pc Tuneup Fix it running constantly.

yank · ‎12-02-2009

lwooten wrote:
Sorry, I should have said the computer rand through all of the fixes. I don't know if it should have done that or it was part of the malware. It starts fine now and does not do that. As far as I can tell other than the internet explorer window opening too small, there is nothing else wrong, except the pc Tuneup Fix it running constantly.

OK - so no more "disc fixes".

You said you had Norton installed and it expired - did you or do you have any other antivirus/security programs installed? If so which ones were/are they? I want to verify your system is clear of other security programs that could cause a conflict with Norton which is also at the start of the prep for a clean install of N 360.

Also please let us know if you are using the N 360 standard or premiere edition as well as the version number of N 360 (Support > About) on main page of N 360.