Norton 360

[Belcar]

The symptoms presented here are covered in a number of previous posts, but let me clarify the issue as I see it.

• The other day I restarted my Windows 7 Ultimate, 64bit PC, at the request of Norton 360, to complete an upgrade. I see now that it was the upgrade to 3.8.0.41.

• Post reboot, Norton 360 would not start (the same issue reported in other posts here).

• After following the self-help guidance, and restarting the machine with no success in restarting Norton 360, I followed the second recommended option; to uninstall, and re-install Norton 360.

• This restored Norton 360 v 3.5.2.11 to my machine.

• I ran live update, and it reported all updates were downloaded and applied. However, at this stage, Norton 360 had not re-downloaded v3.8.0.41.

• A day later, and the v3.8.0.41 upgrade was automatically downloaded again, andf I was presented the option to restart my computer, and after doing so, again - the same symptoms - Norton 360 will not start.

So, the issue I, and many others may have, appears to relate to a problem during the upgrade to v3.8.0.41.

NB) Pre-upgrade, only the "3.5.2.11" subfolder to "Branding", "Engine", "Engine64" and "MUI" with the Norton 360 Program Files directory appears.

Post-upgrade, subfolders for both v3.5.2.11 and v3.8.41 exist in each of those folders.

There is no Malware detected on my machine, my license is up to date and valid, and I have been through this upgrade/uninstall/reinstall process multiple times to check the evidence presented above.

So, to summarise from my last tests, I had to:

1.  uninstall Norton 360 (v3.8.0.41), which was not running
2.  reboot PC
3.  install Norton 260 v3.5.2.11
4.  run live update (no version upgrade appears, but the product reports fully updated)
5.  reboot PC
6.  run live update (v3.8.0.41 files appear, and reboot is required)
7.  reboot PC
8.  Norton 360 will now not start.
9.  reboot PC (first recommended self-help action)
10.  Norton 360 will still not start.
11.  Go back to Step 1

Any suggestions/recommendations or requirements to have this investigated further?

Otherwise any of us who uninstall Norton 360 (v3.8.0.41) because it will not work after upgrade will be facing the issue every day as automatic download of the v3.8.0.41 upgrade is made and applied to our install made from our v3.5 set-up files.

Thank you for any help!

[Belcar]

My apologies to anyone reading the first version of the above post, as it contained one error:

the line in the original post:

• This restored Norton 360 v 3.5.2.41 to my machine.

Should of course read:

• This restored Norton 360 v 3.5.2.11 to my machine.

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I should also point out that another of my machines, running Windows Vista Home Premium, 32bit, has succssfully upgraded to v3.8.0.41 without any issue, but only has subfolders for v3.8.0.38 and v3.8.0.41 under the "Engine" folder after upgrade.

Do I need to download brand new installation files for v3.8.0.41, and if so, from where could I acquire this?

Many thanks,

[floplot]

Hello Belcar

I think the update so far is only available thru live update.

[Belcar · Accepted solution]

Thank you for your reply to my post.

My good news is that another attempt to carry out the steps noted in my first post, v3.8.0.41 is now running on the Windows 7 machine mentioned.

Sadly, I can't offer guidance to anyone else with this issue, as I took no additional actions nor corrections for this to work. I was only just about to raise this as a support incident, so cannot provide any detail on what else may have been fixed/corrected, if anything.

My only suggestion is to persevere with the upgrade until it works, or take the next step I would have done; start a support chat session to try to find the actual cause.

I would also note that the previous version subfolders named "3.5.2.11" under "Branding"and "MUI" no longer appear under my finally upgraded installation, but are still found under  "Engine" and "Engine64".

Many thanks all,