02-14-2010 09:55 AM - edited 02-14-2010 10:12 AM
Just downloaded Norton 2010 a couple of days ago my desktop. On Friday my wife said she ran a system scan and said it found several problems and she left the screen up for me to take care of them when I got home. However my son got on the computer before I could see the problems. On sat morning I turned on the computer and it would not boot up and I finally got it booted up my going back to a restore point. Once I got online the computer wouldn't connect to the Internet and I can not open Norton, the window security center says I don't have any antivirus software installed either. I tried all the network repair tools in windows and still can get a connection. Any suggestions???
02-14-2010 10:20 AM
I'm not an expert but I've used NOrton products for a long time. You should mention WHICH Norton product you installed: Several of them contain the anti-virus application. NIS, AV, 360, etc.. That way you might find someone with the exact same problem on the exact same program.
From your description, it sounds like the virus/trojan/worm/whatever infection succeeded, especially if Norton wasn't allowed to act on it right away. They symptoms you describe aren't unusual and are typical of a malware infestation.
Since you have no firewall, turn on the XP firewall in the meantime. If you get desparate, you could also install a free AV program called AVG. Go to http://www.avg.com/us-en/homepage for the free version .
You could first try going back one or two or even three more Restore Points; there was your son's use to get past, then your wife's, and then any automatically created Restore Points, so you need to choose a date/time that was definitely before those points.
That will have the side effect of cancelling the Norton install, along with anything installed after the date/time of the Restore point, but it may well get your PC into a state that will let you re-install Norton, thereby satisfying the Security Center's messages.
So, back up furhter in time and try reinstalling Norton, whichever program it is. If for some reason you've deleted or lost the installation files you have before, it's still in time to go to the site and re-download the whole Norton program over again. I forget whether it's 15, 30 or 60 days they let you redownload, but you can do so.
If the restore points don't help, then since you can get the computer to at least boot now, and if you managed to get internet access back, you can go to Symantec/Norton and run their Online Virus Scan and Cleanup tool.
If you can't do so at first, then try it agan but this time from Safe Mode.
At this point ylu will have reached the point of diminshing returns and the easiest and fastest way to get it all fixed is to do a clean reinstall of the operating system, something else you didn't mention. Depending on the manufacturer, model and brand of your computer, you will either have on-disk recovery software or separate discs cotaining the operating system and utilities & drivers. Use whichever method you're comfortable with if you have both.
After you've tried everything you can, from me and others too, come back and let us know how it's going or just ask for clarification of any issues you don't understand . One thing about computers, there aare ALWAYS a dozen ways to do almost anything needing to be done<G>.
Looking forward to your reply,
02-14-2010 10:29 AM
I believe you are running NIS2010 if this is incorrect kindly advise.
I suggest that you had an infection before Norton 2010 was installed and that is the start of your issues.
It seems that whilst on Friday you knew your son had been on your computer you allowed him to then turn it off, which is never a good idea when you have known issues unless you are instructed by Norton to do so and even then that may be th wrong action.
When the computer did not boot up you have not described the exact error messages and that is all important.
Going back to a restore point can work (in certain circumstances) but then if you have a rootkit infection the next time you turn off your machine you will not be able to restore or reboot.
There are cerain rootkits which Norton cannot deal with. You will be best advised to start by trying to run Malwarebytes scanner and then scan these forums for rootkit and the procedures that most guru's advise. In all cases make comprehensive notes and advise what operating system you are using.
02-14-2010 10:34 AM
You can try to flush your DNS and resetting the winsock.
1. Click Start > Run, type ipconfig /flushdns and click OK.
2. Click Start > Run, type cmd and click OK.
3. in the command prompt, type the following and press Enter after each line:
netsh int ip reset resetlog.txt [Enter]
netsh winsock reset [Enter]
Check whether you are able to connect to the Internet. If the problem persists, try to boot into Safe Mode with Networking and let us know the results. If you have the Product Key of the Norton 2010, you can try reinstalling it. You can use the Norton Update Center for that:
02-14-2010 10:40 AM
You can try to flush your DNS and resetting the winsock.
the op cannot open Norton, the window security center says "I don't have any antivirus software installed either"; do you think that is DNS, winsock issue? The problem here is that use has already been advised that his machine has problems and after a rboot could not enter windows. This points to something else.
02-14-2010 10:49 AM
cgoldman wrote:The problem here is that use has already been advised that his machine has problems and after a rboot could not enter windows. This points to something else.
As per the post of RH219, the user is able to enter into Windows through a system restore point, but unable to open or use Norton as well as the Internet. When a system restore is performed, then updates/definitions will be missing and sometimes may break the whole Norton program. So, at that point, reinstalling/updating Norton program is the only option. If you have any other suggestion, please provide it to RH219.
02-14-2010 09:24 PM - edited 02-14-2010 09:27 PM
I take your point and stand corrected. So I guess you think going back to a restore point has removed the infection that the user had. That is possible indeed.
02-15-2010 08:07 AM
Also, please do not install another antivirus product over top of the present issues. That will seriously complicate matters, and be extremely diffcult to remove later. Antivirus products do not do well together even if one is not working, and sometimes they will prevent the removal of malware from the system if they refuse to allow registry changes.