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Visitor
JMBiebuyck
Posts: 7
Registered: ‎06-27-2012
Accepted Solution

Norton 360 Won't Scan

I'm having issues running scans, both the full and quick. I've looked through a great number of related posts and tried the same suggestions without success. I have Norton 360 6.2.5? I can run a full scan on safe mode, but it remains at 0 items scanned when I try it on normal mode. By then, it causes my computer to freeze, and I have to manually power it off. I've uninstalled and reinstalled it several times, and I checked for live updates. I've used the Norton Power Eraser too. Nothing has worked. This has been going on for several days now, and I am very frustrated. Please help!

 

P.S.. I've also used the get help tool on Norton and it told me Norton was working correctly.

Norton Fighter
Krusty13
Posts: 6,826
Registered: ‎05-31-2011

Re: Norton 360 Won't Scan

Hi JMBiebuyck,

 

Could you tell us what version of Windows you are using,  including Service Packs?  Do you have any other security programs installed?  What was installed before N360?  Did you use that programs removal tool? (Important)

 

You mention you have uninstalled  Have you used the Norton Removal Tool?  If not,  Please export your ID Safe data to a safe place.

 

Uninstall and reboot,  then run the Norton Removal Tool and reboot again.  Next,  sign in to your Norton Account to download a fresh copy.  Remember to run Live Update,  rebooting where required,  until no more updates are available.  Import your ID Safe data.

 

Please let us know how you get on.

 

Dave.

W W W  =  Wild Wild West.    Be careful out there!

Visitor
JMBiebuyck
Posts: 7
Registered: ‎06-27-2012

Re: Norton 360 Won't Scan

I am using Windows 7 v6.1 Service Pack 1. I had Windows Defender as secondary security, but Norton disabled it. I've had this laptop two years and Norton is the only security I have on it. It was working fine until I downloaded an update for Norton, not a live update. I did use Norton Removal Tool twice, but the third time I went through the control panel. Norton still prompted me through the removal process. I've checked multiple times for live updates. I will try the Norton Removal Tool one more time.

Norton Fighter
Krusty13
Posts: 6,826
Registered: ‎05-31-2011

Re: Norton 360 Won't Scan

Just to rule out anything sinister,  you might consider downloading the free version of Malwarebytes' Anti-Malware from http://www.malwarebytes.org/products/malwarebytes_free/.  The free version is Norton compatible so you can keep it as a good on-demand scanner.  Decline the offer of the trial Pro version as it can conflict with Norton.  Update it and run a full scan.

 

Dave.

W W W  =  Wild Wild West.    Be careful out there!

peterweb
Posts: 9,183
Kudos: 1,461
Solutions: 365
Registered: ‎04-17-2008

Re: Norton 360 Won't Scan


JMBiebuyck wrote:

I am using Windows 7 v6.1 Service Pack 1. I had Windows Defender as secondary security, but Norton disabled it. I've had this laptop two years and Norton is the only security I have on it. It was working fine until I downloaded an update for Norton, not a live update. I did use Norton Removal Tool twice, but the third time I went through the control panel. Norton still prompted me through the removal process. I've checked multiple times for live updates. I will try the Norton Removal Tool one more time.


Does the update you refer to mean upgrading from V5 to V6?

 

You already have the Norton Removal Tool, so now download a fresh copy of n360 from here for 360 Standard.

or here for 360 Premium

 

Run the removal tool, then reboot.

Run the install for the correct version of 360.

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

 

Also try running "chkdsk  /R" on your hard drive to eliminate the possibility the hard drive is failing


Things happen. Export/Backup your Identity Safe data.
Visitor
JMBiebuyck
Posts: 7
Registered: ‎06-27-2012

Re: Norton 360 Won't Scan

I tried the removal method and malwarebyte. I'm having the same problem with the malwarebyte; it keeps freezing up. And my Norton still won't scan. I did run the chkdsk /R. It didn't list any problems or errors. I'm not sure what to do next. It will run in safe mode though.

Bot Obliterator
Quads
Posts: 16,540
Registered: ‎07-21-2008

Re: Norton 360 Won't Scan

Does Malwarebytes completely freeze, llok like it's going really slow or just shut down??

 

Quads

Visitor
JMBiebuyck
Posts: 7
Registered: ‎06-27-2012

Re: Norton 360 Won't Scan

It stops at the same number. I waited about half an hour for it to change. Then it greys out and says it has stopped responding. It freezes up my computer and won't let me do anything else. I have to manually shut it down. This is only in normal mode. All the scans work in safe mode.

 

Bot Obliterator
Quads
Posts: 16,540
Registered: ‎07-21-2008

Re: Norton 360 Won't Scan

Does Norton stop at the same file??

 

Quads

Visitor
JMBiebuyck
Posts: 7
Registered: ‎06-27-2012

Re: Norton 360 Won't Scan

No, Norton won't scan at all. It sits a zero for hours. I just completely removed Norton, redownloaded it, and did a live update. I noticed that whenever I do that, the live update screen will say that it hasn't been updated for two, three days, though I've been doing multiple live updates. I will restart my computer, do a live up date (it says everything is up-to-date) and then attempt to scan (either full or quick). It justs sits there, not scanning and freezing up my computer. I troubleshooted malwarebyte and the report was clean.