05-14-2010 11:40 AM
For some time now, I have been having trouble with my PC and I know I must have a virus. I use Norton Antivirus Online, which was provided by NetZero.
LiveupDate is supposedly always running in the background, but it never downloads any updates. I found a way to bypass this problem by using LiveUpdate Express until 5/12/2010 when I noted it only checked for 44 components and informed me I was up to date. I next somehow managed to disable automatic LiveUpdate to run it manually. LiveUpdate informed me I was also up to date, which I found hard to believe. I found it typical to find updates on a daily basis.
The next day once I started my computer LiveUpdate Express popped up asking me if I wanted updates. I checked yes and immediately connected to the internet. I have noticed there is a decreased tendency for the program to freeze if I initiate it while connecting. On 5/13/2010 it found many updates (including a firewall) and it checked 49 (not 44) components. I also noticed that the date listed as last downloading updates was 5/12/2010 (not the 13th).
The other problem I have noted is that “csrss.exe” is behaving suspiciously, which I saw in Norton history listed under Last Updated on the 12th at 7:20. At that exact time, I was in the midst of a Norton full scan and not online; the scan froze. That has never happened before. Apparently, I have 2 such programs that differ only in their process IDs 552 and 488. Is that usual? In addition, “Windows File Scan Results” shows up a lot in history. What does that mean?
Windows Defender is set to run automatically; however, it no longer does. I tried following your guide on trouble shooting suspected Malware infections, but I am not very computer literate. I also do not have permission to view some of these files. How do you know something is “suspicious”?
Another thing I noticed but I am unsure of is Defender informs me that a Google program has made a system change. Is that something that should be worrisome? Please help.
I should mention I connect to your site using help; I usually don’t make it past the scan for performance impact, the scanner freezes. I have to reboot to get rid of the window. Thanks.
05-14-2010 04:50 PM - edited 05-14-2010 04:54 PM
Unfortunately several ISP's ordered up their own version of antivirus from Symantec and we are unfamiliar with the differences in the products. Have you contacted NetZero support for this issue? They do seem to have some information on Liveupdate issues.
Some other questions would be:
1. Did you have some other brand of antivirus on your machine before installing NAO? If so was it removed using the specific removal tool for that product?
2. Are you using a separate product for a firewall? If so, is the firewall configured properly to allow NAO to connect for updates?
3. Windows Defender running at the same time can also cause conflicts. Have you tried disabling it?
Let us know if any of this info is helpful.
05-14-2010 08:36 PM
Welcome to the Norton Community.
In addition to what delphinium asked for, I'm curious if Live Update worked for you at some point and then stopped working or has it never worked since installation? How long have ago did you install the software?
If you are concerned about possible malware I would suggest downloading the free version of Malware Bytes and running a full system scan per the procedure below. The free version is an on-demand scanner only and will not interfere with your anti-virus software.
Please download, install, update and run the free version of MalwareBytes following the procedure outlined below. Any other recommendations will follow after you have a chance to provide any other details requested.
Please go to www.malwarebytes.org
1. Download Malwarebytes’ Anti-Malware (mbam-setup.exe) free version and save it on your Desktop.
2. After downloading, double-click on mbam-setup.exe to install the application.
3. Follow the prompts and install as “default” only
4. Before the installation completes, check on the following prompts:
- Update Malwarebytes’ Anti-Malware
- Launch Malwarebytes’ Anti-Malware
5. Click “Finish.” The program will run automatically and you will be prompt to update the program before doing a scan. Please update.
6. Scan your computer thoroughly choosing a "full scan".
7. When scanning is finished click on “Show Results”
8. Make sure that all detected threats are marked with a check mark, click on "Remove Selected".
9. Restart your computer.
Please post the logs back to this thread using "add attchments" at the bottom.
Note: Sometimes the main site is blocked from attempts to download MalwareBytes. If this occurs please try to download from:
Please do not download the Spyware Doctor which you will see on this page!
Thanks very much