Norton Internet Security / Norton AntiVirus

[dickevans Super RootKit Eradicator]

Hi,

I will assume that you have done at least a couple of reboots during the process. So now it may be time to look at your IE settings. Up in the right hand corner of the screen the little gear > manage add-ons > tool bard and extensions. Are the Norton ones enabled?

Stay well and surf safe

[AtaraC]

Yes. All updates applied, Norton toolbar is enabled. I see the Norton Save Search and Safe Web but no Identity Safe like I used to have. Even on the Norton Settings the Identity Safe is turned On. I have toggled that as well, rebooted so many times. I attempted to attach four screen sc**bleep**s of both IE and Norton setups showing Norton and Identitiy Safe are all enabled. However, I was upable to post the attachment. Your help is much appreciated.

Atara

[dickevans Super RootKit Eradicator]

Are you by chance running the x64 version of IE? Norton doesn't support that version. Switch to the x32 version and all should be well.

[AtaraC]

I was told in a previous post that if I were running 64-bit, it would display on the About screen where the version of IE is listed. I don't see 64-bit on this screen so I assume I am not running 64-bit. I am perplexed.

[mikedov Regular Contributor]

When you open the about screen, do you see the phrase "64-bit Edition" next to the version name?

If so, you are using the 64 bit.  If not, you are using the 32 bit.

Also, 64 bit tasks does not have "*32" next to their name in the processes tab in Windows Task Manager.

Also, the 64 bit edition cannot be set as the default.  If you launched Internet Explorer from the start menu, chances are that it is the 32 bit edition (64 bit edition can only be launched from the icon labled "Internet Explorer (64-bit)."

Edit: If you right click in the blank area just above the URL bar, a menu will pop up.  Is "Norton Toolbar" checked?

Edit: Rereading the thread, I noticed you said that Norton Safe Web appears.  Does that mean the toolbar is visible, just not IdentitySafe icon?  Can you post a screenshot of the problem and upload it to the forum using the instructions provided by Yaso_Kuuhl: http://community.norton.com/t5/Forum-Feedback/Forum-Tip-How-to-post-screenshots-in-the-forum/td-p/25...

[AtaraC]

Thanks. I do not see 64-bit in the about screen. I also did a comparison by opening 64-bit manually through the Start menu. It is different than the IE I normally open which does not have the 64-bit after the title in the Start menu. I am definately running 32-bit. I also just had a Java update I was prompted to install. Could this be an issue?

[mikedov Regular Contributor · Accepted solution]

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AtaraC wrote:

Thanks. I do not see 64-bit in the about screen. I also did a comparison by opening 64-bit manually through the Start menu. It is different than the IE I normally open which does not have the 64-bit after the title in the Start menu. I am definitely running 32-bit. I also just had a Java update I was prompted to install. Could this be an issue?

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Doubt not.  I updated my Java to the latest version and there isn't any problems.  Worse of worse, you may need a reinstall of the Norton program to fix the anomaly.  Only do so as a last resort if nothing else works.  Use the instruction provided by lmacri for the clean reinstall http://community.norton.com/t5/Norton-Internet-Security-Norton/NIS-2012-Optimization-function-will-n...

I will copy and paste the instruction here (with some modification) for your convience:

You can see how the Norton Removal Tool works here in this video.  If you use Identity Safe, the Norton Removal Tool should prompt you to save your Identity Safe data, but you should back up your data before running the Norton Removal Tool just to be safe.  Also note that the Norton Removal Tool removes all Norton products from your computer, so please post back if you have Norton Utilities or any other Norton Symantec products installed on your PC. (like Norton Ghost for example)

1. Backup your Identity Safe data (Settings | Web Settings | Identity Safe | Backup Identity Safe Data | Configure)
2. Download the latest NIS offline installer (download here if you want NIS 2012;  here for NIS 2011)
3. Download Norton Removal Tool here (for most NIS installations, choose the link  I have a Norton 2006/2007/2008/2009/2010/2011/2012 product) and print or save a copy of the instructions on the NRT download page if you wish.  Please consider the environment before printing.  It may also save you ink by not printing.
4. Record your product activation key.  Instructions are on the Norton Removal Tool download page, but you can also click the Account link in the NIS main window or log in at www.mynortonaccount.com to view your product key.  Or else, go to My Document (named "Documents" in Windows 7) and then browse to the folder labled Symantec.  There should be a single text file inside with your keys.  Copy the file to your desktop by holding down the "ctrl key" and dragging the file there.
5. Disconnect from the Internet
6. Uninstall NIS from the Windows Control Panel (e.g., Add/Remove Programs for XP; Programs and Features for Vista) and re-boot
7. Run the Norton Removal Tool and re-boot (repeat 2-3 times with a re-boot between each clean with the NRT)
8. Go to C:\ProgramData and delete these folders: Norton and NortonInstaller.  DO NOT DELETE ANYTHING ELSE as doing so may corrupt your programs or render your PC unusable!!!
9. Install NIS
10. Reconnect to the Internet
11. Activate NIS with your product activation key
12. Run LiveUpdate, re-boot, and continue to run LiveUpdate and re-boot until you get no new updates
13. Restore your Identity Safe data.

[AtaraC]

Here is a screenshot of my toolbar.

[mikedov Regular Contributor]

I'm waiting for your screenshot to get approved.  Did you check to see if "Norton toolbar" is checked?

[AtaraC]

Thanks, Mike. I uninstalled Norton and then re-installed it. I had previously backed up my Identity Safe data. Once I re-installed Norton, I recovered my backed up data. I now get Identity Safe with all my previous data. Thank you soooooooooooooo much!!! Also, thanks everyone else for all your suggestions!!!