Norton Internet Security / Norton AntiVirus

[david100ny]

When I installed NIS 2011 on my DELL Vostro 3350 with Windows 7 Professional 64 BIT, the Laptop would no longer recognize USB 3.0 Devices. 

I have a Seagate GoFlex Pro External Portable Drive with USB 3.0 Inteface, but AFTER installation of NIS 2011, the Seagate Drive was not recognized.

The drive worked BEFORE installing NIS 2011....I successfully transferred 10 GB of Data to my new Laptop.

I uninstalled NIS 2011 and the USB 3.0 Ports now successfully recognize and communicate with my USB 3.0 Devices ( i.e. Seagate External Portable Drive).

Is there a configuration setting that needs to be modifed?

[delphinium Norton Fighter]

Let us know what you tried to do to enable it prior to uninstalling Norton.

1.  Is it just the 3.0 USB or did you try other devices like USB 2 flash drives?

2.  Did you try disabling components in NIS such as auto-protect or intrusion prevention?

3.  Did you try disabling the firewall to see if that was blocking?

4.  Did you check the manufacturer's website for updated drivers?

5.  When plugged in without Norton does it show in disc management as having an appropriate drive letter?

6.  Was there any other security software prior to the Norton install and how was it removed?

[david100ny]

This has happened several times (have "fixed" it by using Factory Restore Image provided by Dell, thus resetting the Computer to the way it was when I first took it out of the box).  I thought the USB 3.0 issue was related to Installing WIN 7 Updates.......though NIS 2011 was one of the first apps I installed (each time). 

1. When it happened previously, the answer is YES .....USB 2.0 Device i.e. a Flashdrive was recognized when USB 3.0 was NOT recognized.
• This latest occurence happened immediately after I installed NIS 2011....so with an approach of LIFO, I removed NIS 2011 and the USB 3.0 Device was recognized again.
• Since then, I've downloaded ALL Win 7 Updates from Microsoft and USB 3.0 continues to function.
2. No, I did not try disabling any features of NIS 2011......currently my Laptop does not have NIS 2011 installed.
3. No, I did not try disabling any features of Windows Firewall.
4. Yes...on a previous occurrence, I contacted Dell Support.   Dell Support used Remote Access to my Laptop and the Support Technician downloaded the latest USB 3.0 Driver and installed it.   That did NOT fix the issue........USB 3.0 Device still not recognized.
5. Yes, it shows as:  FreeAgent GoFlex Drive (F:)
6. The Laptop came from Dell with a "Trend Micro" 30-day subscription.  I have not "Activiated" it...but have not uninstalled it either.  It's always been on the computer as it came from Dell that way.........and is alway "restored" when I use the Sytem Retore Utility and reload the Factory Disk Image.  It does not affect the USB 3.0 functionality.

[david100ny]

It is repeatable.

I decided to Install NIS 2011 (again). 

As soon as NIS 2011 is installed, the Laptop (Dell Vostro 3350) STOPS recognizing my USB 3.0 device, an External Seagate FreeAgent GoFlex Pro Portable Drive.

As usual, when I plug in the USB 3.0 device...... the computer semi-Locks-up....and when i try to "Shutdown", it doesn't shutdown, but rather, I have to Press-and-Hold the Laptop "Power" button to force the computer to shut off.

After powering-on again......I disabled NIS 2011   "Smart Firewall"   and    "Intrusion Detection"   ,  and that did NOT help.  The USB 3.0 External Portable Hard Drive was not recognized and the computer semi-Locks-Up.

So, once again, I UNINSTALLED NIS 2011......restarted the Computer and the USB 3.0 External Portable Drive is now recognized and I tested by copying a 4 GB Folder to the Dell Vostro 3350 Hard Drive.

[dickevans Super RootKit Eradicator]

Hi,

Has the Dell security suite been disabled or uninstalled?

What is the status of things as shown on your network security map?

Thanks

[huwyngr Norton Fighter]

David -- you absolutely do need to uninstall and clean up that Trend trial even if has not been activated it's files are there and they have deep hooks into the operating system.

I know that it seems illogical that Trend should be having effect when uninstalling NIS stops the loss of the USB3 connection but this can happen -- if you want to see an example do a search on Context Menu or on PowerDesk in the Norton 360 Forum and you will see an exact mirror where the problem disappears when Norton 360  is removed but the cause is in PowerDesk and was cured when they issued a fix!

So you should use the WIndows Remove Programs to uninstall Trend and then follow the procedure that Trend provide

Trend Micro

http://esupport.trendmicro.com/1/How-do-I-remove-old-or-new-versions-of-Trend-Micro-products-in-my-c...

Then you should uninstall your NIS 2011, clean up and reinstall it and you may like to use the new Norton Remove & Reinstall Tool as below:

Here is a link to the new Norton Remove & Reinstall tool that, like the older Norton Removal Tool removes most Norton Products from your system, but the newer tool uninstalls the Norton products from your computer and reinstalls the latest version of your Norton security product.

If you already have the latest version of Norton AntiVirus, Norton Internet Security, or Norton 360, the Norton Remove & Reinstall tool reinstalls the same version of the Norton security product on your computer.

Note that it does not reinstall other Norton products you may have installed -- that you have to do manually and we can point you to the download point for the current versions.

This link Symantec Norton Removal Tool. will direct you to the older Symantec Norton Removal Tool which can be used if the newer Norton Remove and Reinstall Tool does not fix the problem.

If that does not fix it then it might be worth reinstalling the USB3 driver from Dell even if it did not help previously.

Please remember in the future that if you do a Dell restore to factory condition type system restore you will be reinstalling that Trend Trial and so will have to go through the cleanup procedure again. This isn't just a Norton thing but applies to most security applications..

And also it is worth knowing that the Windows Restore Point recovery can break most security applications -- and quite a few other applications too -- because after you go back in time to a point when the system was working you end up with a mix of old and new system files but the security applications that keep track of file details to thwart malware attacks don't get told about the changes and can think your system has been compromised.

I hope that does not confuse you but it's all stuff that it's worth knowing about before you run into it!

Please let us know how you get on or if you have any queries ....

[david100ny]

I uninstalled Trend Micro per your instructions,  first by using the "Remove Program" feature in Control Panel and then downloading and running  the Trend Micro removal tool.

Then as  you recommended, I downloaded and ran the "Norton Remove and Reinstall tool", .........however it displayed a pop-up window saying "No Norton products found" (....or words to that affect).  I had removed the NIS  2011 last night using the "Remove Program" feature in Control Panel.

I used the utility:  CCleaner  to "Scan for Registry Errors" and allowed CCleaner to fix registry issues (had to run this 3 times to find and fix all issues).

I then:

1. Powered-off the Computer.
2. Turned the Computer back on
3. Then INSTALLED NIS 2011.  (interestingly, after the above removal steps.....I did not have to re-enter the Product Key Code).

After NIS 2011 was re-installed, I connected my Seagate FreeAgent GoFlex Pro USB 3.0 Portable External Drive and it was SUCCESSFULLY recognized.

I was able to copy a 4 GB data folder from the External Drive to the Vostro 3350 Laptop Hard Drive.

I then disconnected the External Drive.

I ran NIS 2011  "Live Update"  and downloaded and installed NIS 2011 Updates.

I shutdown the Laptop.

Powered on the Laptop.

I connected the  USB 3.0 Portable External Drive.

It was successfully recognized.

I again copied my test folder (4 GB ) of data to the Laptop Hard Drive.

So far....so good!

Thanks for your help !

I'll continue to monitor the performance and connectivity of USB 3.0 devices.

[huwyngr Norton Fighter]

I'm glad that worked. It sounds as though Norton never installed if you got the no product, unless that was after you had uninstalled.

When the NR&R Tool failed the best bet would have been to use the older NRT since it knows where Norton puts stuff!

But I use CCleaner myself and Revo Uninstaller ...... but with caution.

It will help other users if you set the SOLVED flag that you can do as the originator of the question on the message that seems to have had the right result.

[david100ny]

Thanks.  I'll set the SOLVED Flag.

I'll be keeping a watch on the USB 3.0 connectivtiy for several days....just to be sure that the problem is gone.

[david100ny]

I ran into the issue again.  The Laptop stopped recognizing my USB 3.0 Device.

I installed Second Copy, a File Synchronization Utility.

• I use it to synchronize my Computer Hard Drive with the External Portable Hard Drive (for Back-up purposes).

As soon as I installed Second Copy, I plugged in the USB 3.0 External Portable Hard Drive, and it WAS NOT recognized.

1. So I uninstalled Second Copy and restarted the Laptop.
2. I then Disabled NIS 2011 Smart Firewall and Anti-Virus Auto-Protect.
3. Then Installed Second Copy
4.  When I plugged in my USB 3.0 External Portable Drive, it was recognized.
5. I enabled Smart Firewall and Anti-Virus Auto-Protect.
6. The External Portable Drive continues to be recognized.

I never know when USB 3.0 will stop functioning.