Norton Internet Security / Norton AntiVirus

[delphinium Norton Fighter]

The link for the latest version is here

[Auditor722]

Still no luck.  Here's what I did.  I updated Malwarebytes as suggested.  I ran a full scan but after 54 minutes it stopped and nothing appeared to be happening (the lights that indicate hard drive activity was on but not flickering). But, I waited 15 minutes since the scan had slowed when it got to the installer files. Since there was still no movement. I then clicked on pause.  I got a message that that the program was not responding so I stopped the program using task manager - that took several tries.  I was able to write down the two key points  I saw in the scan:

There is an infection in SystemVolume\information\_restore { what was in brackets I could get written down because it was so long and the scan was moving very quickly at this point}.  The scan stopped at C:\windows\installer\e5817.msp.

But, I continued with the rest of your instructions to run the Norton Removal Tool (which I had downloaded before I ran the Malwarebytes scan).  I ran the removal tool twice like was suggested.  I then downloaded NAV from the Norton Website.  When I installed NAV, it seemed to hang up at the very end of the installation.  This has been the pattern since this problem started. NAV still doesn't work.

[delphinium Norton Fighter]

Auditor722:

can you run another SysProt for us to look at?  If you open MBAM and click on the log tab, was it able to produce a log?

You can also try Superantispyware 

www.superantispyware.com 

[Auditor722]

NAV still doesn't work. I uninstalled NAV (what I loaded previously) using the Norton Removal tool (twice) like before.  I downloaded Superantispyware and ran a full scan with no problems. It detected 6 tracking cookies and TDSS file.  I removed the infections.  I also cleaned the temp files using the run command.  I also unistalled the Superantispyware because I wasn't sure it would conflict with NAV or not.  I installed the NAV file from the Norton website but it wouldn't completely install (just like before).  I get the icon on the desktop but not in the tray and the icon on the desktop doesn't start NAV.  I reinstalled Superantispyware and ran another full scan. There were no infections.  I created another sysProt log.

Because I couldn't run MBAM to the end successfully last night, I only have the log from the quck scan from before. I've attached  this log. 

Again,  I really appreciate you helping me.

[Quads]

Hi

In the Administrative Tools, Services, In that list check to make sure that Norton is set to Automatic and enabled.

Quads 

[Vineeth]

When you check the Norton service in the services console, make sure that Terminal service is also started. If not, please start it and set it to Automatic.

Vineeth--

Message Edited by Vineeth on 08-13-2009 12:58 PM

[Auditor722]

I checked the Administrative Tools, Services and  made sure the settings were what you suggested.  I did notice a couple of things.  The first failure = restart, the second failure = restart, subsequent failures = take no action.  Retart service after 2 minutes.  The dependencies is RPC.  I checked the services and noticed this is set to started. The RPC locator is set to manual  but not started.  Not sure if there is a connection there or not.  I didn't want to mess any of this since I'm not sure what it does.   I tried to the start terminal services but it gave me an error message that the specified services couldn't be found. I am using a standalone PC. 

By the way, I ran the malawarebytes software one more time.  This time it completed the full scan!!  It found one more infection - adware.gdown.  I removed it successfully.  Again I couldn't load NAV from the website and stalled.  I uninstalled (twice) and tried to load off the CD.  It loaded, I updated the files, restarted, and it didn't work again.  This is so strange that I can install other software such as Malwarebytes and Avenger and they work fine.

[Quads]

Hi

I wonder if you have the sort of problem as this poster with Norton Not starting.

http://community.norton.com/norton/board/message?board.id=nis_feedback&thread.id=65102

In the end having to install while in safe mode, don't know if they used the removal tool in safe mode first.

Quads 

[Auditor722]

I couldn't restart in safe mode.  It gave me an error message. I can never get the new version from the website to load from the site or from my desktop.  It always hangs on the last screen of the setup.  I am able to load off of my CD and download files and install  NAV on my computer.  Unfortunately, on the restart, NAV disappears from the tray and the NAV ICON only allows me to run a desktop scan, use the help function, and connect to the Norton website.  So parts of NAV works, which is strange.  I can't remember how many times I've uninstalled and re-installed NAV.

Also, I noticed that running ccleaner for the registry was recommended by someone else and resulted in getting NAV to work.  I was nervous about running a tool like this, but at this point, I was ready to reinstall the OS. I ran that tool, followed the instructions and found lots of 'fixes' including remnants of Norton and Symantec.  I fixed everything but still no luck with NAV.  By the way, my computer seems to start up quicker and better. 

Each time before I've reinstalled, I run the Norton Remover Tool 2 (the last time 3 times). I ran MalwareBytes (full scan) and found no malware several times.  I even un-installed this software before my last re-install.  I contacted Norton Support but after 8 days, they provided nothing but the basic information on the help website.  Could this be a bug with NAV?  I noticed alot of views of my problem.  As I said, it all started with a live update. Before that, NAV worked fine.  I really appreciate all of the help you and Delphinium have provided me.  Is there anything else to try? 

[delphinium Norton Fighter]

Auditor722:

Have you still got Webroot washer on your system.  I'm wondering if Norton has some sort of objection to Webroot files.  The settings for the RPC locator are correct for XP.

Also, what was the error message when you tried to go into safe mode.

You can also try this in case of a Windows setting error.

XP

Start | Run

sfc / scannow and enter

Windows will now scan your protected system files (and some settings) and restore them to their proper settings.