Not what you were looking for? Ask our experts!
Reply
Visitor
Borneo
Posts: 3
Registered: ‎04-24-2012
Accepted Solution

Norton 360 has disappeared from my computer

I'm new to these forums and don't see anything similar to my problem....my Norton 360 software has disappeared from my computer.  The icon is gone from my toolbar, but still shows in the program list.  However when I try to open from programs, I get an error message -- C:\Program files (x86)\Norton 360\engine\5.2.1.3\unsub.exe     unspecified error.  I've tried Norton Erasor which says no threats found, and have done system restore, to no avail.  Tried to update from Norton site & message says can't find Norton on my computer.   Do I have a virus that removed the Norton?  Do I just reinstall?  Help..Thanks

yank
Posts: 9,856
Kudos: 2,154
Solutions: 501
Registered: ‎12-02-2009

Re: Norton 360 has disappeared from my computer

Hi Borneo,

 

Before suggesting anything, are you sure you are running N 360?  The engine number you have supplied is in fact for the latest update to Comcast's Norton Security Suite.

 

Also please let us know if you have made any changes to your system lately, installed other security programs, updated Norton products etc. 

Visitor
Borneo
Posts: 3
Registered: ‎04-24-2012

Re: Norton 360 has disappeared from my computer

Hi Yank, and thanks for quick reply.  Yes, I have been running Norton 360 for several months now without any problems.  It was always on my toolbar, and I could access it for quick scans, etc.  Now an icon shows on desktop, but trying to open it gives the error message I reported.  Additionally, from the Norton site I tried to do the live update, & got the message that Norton wasn't installed on this computer.  The only changes/updates I can think of doing were the automatic Windows update yesterday, and a Adobe update also yesterday.  I did a system restore to a week ago, but no Norton.  I have not installed any new software or other security software.  Thanks again for any help.

yank
Posts: 9,856
Kudos: 2,154
Solutions: 501
Registered: ‎12-02-2009

Re: Norton 360 has disappeared from my computer


Borneo wrote:

Hi Yank, and thanks for quick reply.  Yes, I have been running Norton 360 for several months now without any problems.  It was always on my toolbar, and I could access it for quick scans, etc.  Now an icon shows on desktop, but trying to open it gives the error message I reported.  Additionally, from the Norton site I tried to do the live update, & got the message that Norton wasn't installed on this computer.  The only changes/updates I can think of doing were the automatic Windows update yesterday, and a Adobe update also yesterday.  I did a system restore to a week ago, but no Norton.  I have not installed any new software or other security software.  Thanks again for any help.


I believe the answer to your problem may be the words I changed to red in your response.  System Restore will oftne break Norton as the definistions and the updates are oftne built on previous updates.  If you revert back (even a few days) it can mess up he sequence of updates and thus break a path that was built on.

 

In this case I feel your best bet would be to attempt a clean install of Norton 360.

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 Add/Remove or Programs & Features.

 

Download and run the Norton Remvoal Tool once and reboot after it is completed. The NRT can be found here: https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?lg=english&ct=united+states&do...

 

Download a fresh copy of N 360 from here:

N360 V6 Standard- www.norton.com/n360s_6

N360 V6 Premier - www.norton.com/n360p_6

 

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.

 

Please keep us posted.

 



 

Visitor
Borneo
Posts: 3
Registered: ‎04-24-2012

Re: Norton 360 has disappeared from my computer

Hi Yank,

I did the uninstall as you suggested & reinstalled 360 from my disk, and........voila!   Everything seems to be working.  After thinking about it, I had done a system restore after the automatic windows update appeared to have created a problem with Internet Explorer browser--kept getting messages saying explorer couldn't find the web sites.  It was after this that I noticed the missing Norton 360.  So, hopefully this has now solved the problem.

Many thanks,

Borneo

yank
Posts: 9,856
Kudos: 2,154
Solutions: 501
Registered: ‎12-02-2009

Re: Norton 360 has disappeared from my computer

You are quite welcome - glad you got it sorted!