Norton Internet Security / Norton AntiVirus

[gpalush]

I was working the other day and I got a notification to upgrade to the new version of Norton Antivirus, I had 2011 and assumed 2012 was available. I ran the upgrade and since then my Norton antivirus is not starting up.

I have tried, uninstalling through WIndows then with the Nortin Uninstaller and it has not worked.

I have tried adding in Perfect Uninstaller, CCCleaner as well as Malwarebytes to help me. Malwarebytescame back up as no malware found.

I have 101 days left on my subscription and each day this does not work, I am losing the value which I paid for.

After I install I get to the splash screen with the "EXPLORE" button and when I click on that the button goes grey and nothing loads.

Your help on this is greatly needed.

[SUBASH_PRABU Symantec Employee]

Hi

   Welcome to the Forums. Sorry to hear about your trouble. Can you provide us more info to help to you better: What Operating System you are having? The name of your Computers manufacturer, Do you have any other Antivirus/Firewall software installed along with norton?

[gpalush]

Yes, I am on Windows 7 and I am on a HP.

I do not have any other Antivirus as I had Norton running just fine, for about 250 days, up until the update was pushed down.

[peterweb Super RootKit Eradicator]

Where did you get the new version of NAV?

You can download the NAV2012 from here.

Try reinstalling using this copy. Then run LiveUpdate, rebooting as necessary, until no updates are available.

[gpalush]

Peter,

I got a pop-up, through what I believe was the Norton product.

Do I need to uninstall anything first or just download it and install it on top of the current non-working version of Norton?

Thanks,

Gary

Edit #1 : When I went to install it asked me to uninstall first. So I did that and I am currently rebooting and will install after that. When I uninstalled, Windows did recognize that I did not have an Antivirus installed.

Edit #2 : Install completed and same issue as before... when I got to the screen that says Installation is Complete and I click the "Explore" button... it greys out and nothing is noticeably running.

Edit #3 : After a little while the Installation is Complete screen closed... but still nothing appears. On a SEPERATE note, I got an error message on my laptop Error: 8504, 104. Did not see an error message on my desktop which is the original problem was noticed.

Edit #4 : After downloading the Norton Power Eraser and restarting the laptop, all was well. NPE did not find anything on the laptop. Ran this on the desktop (Computer with issue) and it identified photoshop.exe as an issue. There is some issue with the System Backup process (saying it is disabled, but it does not appear to be) so I am uninstalling Adobe Photoshop (photoshop.exe) and then I will rerun the NPE.

[SUBASH_PRABU Symantec Employee]

Can you please Run Norton Power Eraser and let us know about its findings. [Do not fix anything before getting a green signal from here]

[gpalush]

Uh oh, I am uninstalling photoshop... sorry, I did not see this message in time. Hopefully this will not screw anything up but I will rerun NPE when uninstall completes.

[rkasse]

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gpalush wrote:

Peter,

... 

Edit #4 : After downloading the Norton Power Eraser and restarting the laptop, all was well. NPE did not find anything on the laptop. Ran this on the desktop (Computer with issue) and it identified photoshop.exe as an issue. There is some issue with the System Backup process (saying it is disabled, but it does not appear to be) so I am uninstalling Adobe Photoshop (photoshop.exe) and then I will rerun the NPE.

...

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Is Photoshop also loaded on your laptop?  I have run NPE on a machine that is not having any problems but NPE also thinks there is something bad with Photoshop.exe.  I suspect this is just a NPE false positive.

If you are saying that photoshop is on both machines but NPE only finds a problem with it on your desktop then I would be more suspicious.

[gpalush]

After Photoshop uninstalled and NPE was rerun, there were no issues found.

I am not hearing an occassional "Bum.. Bum... Bum..." coming from my speakers. So either something is trying to run and can't or there is a virus behind all this...

Edit #1 : The other thing to note is that after a little while after install (don't know exact timing but was there during install but not there now) the icons for Norton in my Start Menu disappear.... The program names are still there but the Norton Icons (aka logos) are gone from next to the program names.

[gpalush]

rkasse... thanks for the input. I do not have Photoshop on my laptop, so I am assuming it is a false positive but better safe than sorry.