Norton Internet Security / Norton AntiVirus

[Sealtortie]

Hi, I'm new to this forum and need help fast please!

I've noticed that my Norton Internet Security is no longer working, and it will no longer allow me to open my Identity Safe.

When I click on Identity Safe, it says Product is Inacive. Unavailable. Browser Restart Needed.

I have restarted my browser several times but it will not open. I clicked on the Safe Web icon to the left of Identity Safe (which is grey by the way) and got Symantec Reporting to check for me, it came up with another error message as follows;

Norton Autofix

Norton Internet Security has encountered an error

Error: 11006,1

Live update failed

I opened the Support Website as prompted

Ran Norton Power Eraser as suggested bit it still does not work?

I am running Windows 7 Premium 64 bit

IE9 version 9.0.8112.16421

I have tried opening the NIS console but it won't open either.

I have checked my account on Norton, and it does not run out until May 14 2012.

Originally brought NIS 2010, renewed May 2011.

Can someone please help me desperately as I don't want to lose my data in Identity Safe :-(

Thank you in advance

[SUBASH_PRABU Symantec Employee]

Hi

  Welcome and sorry for the trouble you're havin. While running the Norton Power eraser did you included the Rootkit Scan?

What version of NIS you're having is it NIS11 or NIS12? (can you post a screenshot of the error)

When did this started happening?

Who is your Laptops manufacturer?

Do you've any other Antivirus/Firewall running along with NIS?

[Sealtortie]

Hi Subash

I guess I'm now running NIS 11 or 12 since renewing my subscription last May 2011?

Yes, I did include rootkit scan.

I only noticed something was wrong last weekend, so it may have been missing for a while, however, I know I used Identity Safe around the middle of February 2012. I've never had any problems previously.

My laptop is a Compaq Presario CQ61.

As far as I am aware I only have/had Norton running.  I do have ActiveX, but this is currenlty disabled, and only used when I need to log in to work remotely.

I have 3 screen shots for you, I hope they are of use? but I cannot attach them as the forum site won't allow me.

Can I email you them direct instead? If so, please email me and I will send them.

regards

S

[Sealtortie]

Hi

I have just  right clicked the NIS desktop icon and tried to run the Insight Network Scan and got the following message:

"The scan cannot run because Norton Internet Security has encountered an internal program error"

I then tried to run the Norton File Insight and got a similar message as follows:

"Norton File Insight cannot be opened because Norton Internet Security has encountered an internal program error"

It looks like a file(s) may be missing or corrupt? Just an extra couple of errors to throw in the mix! :-(

regards

S

[SUBASH_PRABU Symantec Employee]

Hi S

     Please open Run by pressing windows key + R -> devmgmt.msc -> View Show Hidden devices -> open Non-Plug and Play Drivers-> Maximize the Screen Post a screenshot of that window.

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[Sealtortie]

Hi Subash,

Thanks, Please see image 1 attached;

[Sealtortie]

and

Regards

S

[SUBASH_PRABU Symantec Employee]

Hi

   Thank you for those screenshots. I think you forgot something from my previous post

---

 Please open Run by pressing windows key + R -> devmgmt.msc -> View Show Hidden devices -> open Non-Plug and Play Drivers-> Maximize the Screen Post a screenshot of that window.

---

[Sealtortie]

Hi Subesh,

Sorry!, please find screen shots below;

Hope this helps?

regards

S

[SUBASH_PRABU Symantec Employee]

Hi s

     Thank you very much for the screenshots. Please remove the temporary files and run a checkdisk scan and then let us know how it went.

Checkdisk: start --> type cmd --> right click on cmd --> Run as Administrator --> type chkdsk /r /f  hit enter --> type y --> Restart the Computer and let the check disk run. Then check the Norton internet Security.