Norton Internet Security / Norton AntiVirus

[chappy4me]

My entire system in unstable today. Win 7, 64bit, NIS 2010 (but I can't even open any part of it to see what v. it is. Computer won't shut down; Outlook won't s/r with error message of N AS plug-in needing to be disabled; I can't uninstall Norton (have tried several times, it hangs up; downloaded auto-detect and it downloads but won't open.). I see most of the thread help refers to v. 18.5 versus 18.1. I opened My Norton Account and can see the key and serial number/date installed etc., but not the version. 

[edit: Clarified subject.]

[AllenM Norton Fighter]

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chappy4me wrote:

My entire system in unstable today. Win 7, 64bit, NIS 2010 (but I can't even open any part of it to see what v. it is. Computer won't shut down; Outlook won't s/r with error message of N AS plug-in needing to be disabled; I can't uninstall Norton (have tried several times, it hangs up; downloaded auto-detect and it downloads but won't open.). I see most of the thread help refers to v. 18.5 versus 18.1. I opened My Norton Account and can see the key and serial number/date installed etc., but not the version. 

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Hi chappy4me,

What version of NIS 2010 do you have? You can get this from Help & Support > About.  When did the problem start? Was NIS 2010 working fine for some time and then you started having problems? Do you have any other security programs installed besides NIS? Are you having any other symptoms or issues with your computer other than what you have mentioned? Have you installed any other programs preceeding this issue to include updating drivers, windows updates, etc?

I am asking the moderator to move your post to a thread of its own for better exposure.

Best wishes.

Allen

[chappy4me]

Allen, 

I can't open NIS in ANY fashion; double clicking the shortcut or clicking the taskbar. It's as if it doesn't exist. So I can't answer which version I have. 

No other security programs installed.

The problem started yesterday, for no apparent reason. 

Windows has not updated in the last couple of days. 

I have not installed any new software. 

The only problem I noticed before Norton crashed was Outlook was hanging up and then the computer wouldn't shut down. 

[chappy4me]

Found version: 18.5.0.125

[AllenM Norton Fighter]

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chappy4me wrote:

Found version: 18.5.0.125

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Hi chappy4me,

So you do have NIS 2011 instead of 2010. I would recommend that you go through the same procedure to reload NIS 18.1 as the other user in this thread.

After doing this, please be sure to run live update repeatedly (rebooting as requested) until it reports there are no more updates.

Symantec has pulled the problematic 18.5 update patch so you won't have to worry about getting this version again through live update until they fix the issue.

Best wishes.

Allen

[chappy4me]

I downloaded the 18.1 installer but like everything else Norton, it won't open. It's downloaded, I can see it, I can click it, but it dies there. 

[AllenM Norton Fighter · Accepted solution]

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chappy4me wrote:

I downloaded the 18.1 installer but like everything else Norton, it won't open. It's downloaded, I can see it, I can click it, but it dies there. 

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Hi chappy4me,

You need to carefully follow the instructions at the following link:

http://community.norton.com/t5/Norton-Internet-Security-Norton/Product-Update-Information-18-5-0-125...

First you need to uninstall NIS. If this does not work, boot to SAFE mode and try again. If neither of these methods work then let us know and we'll give you more details on using the Norton removal tool to get things cleaned up.

Best wishes.

Allen

[chappy4me]

got it done. 

[AllenM Norton Fighter]

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chappy4me wrote:

got it done. 

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Hi chappy4me,

Happy to hear that!

Thanks for letting us know.

Best wishes.

Allen