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Regular Visitor
fmmitch
Posts: 7
Registered: ‎12-21-2008

Norton Removal Tool does not work

Norton AV 2011 on my wife's WIN 7 PC (64 bit) suddenly did not work at all, completely frozen.
Removed it using the reemove feature of WIN 7.
Tried to reinstall it but near the end it said there was an error and could not complete.
But list of progams on the computer shows Norton AV but it will not work.
This will not remove using the removal feature of WIN 7.
Downloaded the Norton Removal Tool, this does not appear to work either.
It opens with a page that  appears to be cut off at the bottom.
It says Welcome to the Norton Removal Tool and a long list of products which it will remove shown in red type.
When I click on Norton AV 2003 thru 2012 in the list it does nothing.
The page appears to be cut off at the bottom and I can see no other options to click on.

Is there a better way to use the Removal Tool?

What am I doing wrong?

Frank M.


 

dickevans
Posts: 12,438
Registered: ‎04-08-2008

Re: Norton Removal Tool does not work


fmmitch wrote:

Norton AV 2011 on my wife's WIN 7 PC (64 bit) suddenly did not work at all, completely frozen.
Removed it using the reemove feature of WIN 7.
Tried to reinstall it but near the end it said there was an error and could not complete.
But list of progams on the computer shows Norton AV but it will not work.
This will not remove using the removal feature of WIN 7.
Downloaded the Norton Removal Tool, this does not appear to work either.
It opens with a page that  appears to be cut off at the bottom.
It says Welcome to the Norton Removal Tool and a long list of products which it will remove shown in red type.
When I click on Norton AV 2003 thru 2012 in the list it does nothing.
The page appears to be cut off at the bottom and I can see no other options to click on.

Is there a better way to use the Removal Tool?

What am I doing wrong?

Frank M.


 


Frank,

I wouldn't say that you have done anything wrong. The program failure may be at the root of the problem. Since you have already done the control panel uninstall and run the Norton Removal Tool it might be time to start over.

If the program will reinstall things will be easy. If it won't it could be an indication of something more serious.

Assuming that the program reinstalls you can then use the Norton Removal Tool to clean out all the bits and bytes so that a new security program can be installed. If it won't reinstall please report back without doing anything further. It is possible that you have a 'nasty' buried in there someplace.

Keep us posted

Dick
Win7x64 SP1 current NIS V21
Regular Visitor
fmmitch
Posts: 7
Registered: ‎12-21-2008

Re: Norton Removal Tool does not work

Dick,

Are you suggesting that I should try to install NAV even though it is now still on the list of programs and not able to be removed by either the Windows removal method or by the Norton Removal Tool?

 

The current version was NAV 2011 with still some months remaining.  I have ordered NAV 2012 (now very low priced) and will try to install that rather than doing anything more with 2011.

Frank M. 

Regular Visitor
fmmitch
Posts: 7
Registered: ‎12-21-2008

Re: Norton Removal Tool does not work

Dick,
Are you suggesting that I should try to install NAV even though it is now still on the list of programs and not able to be removed by either the Windows removal method or by the Norton Removal Tool?

 

The current version was NAV 2011 with still some months remaining.  I have ordered NAV 2012 (now very low priced) and will try to install that rather than doing anything more with 2011.


Frank M.

yank
Posts: 10,037
Kudos: 2,241
Solutions: 511
Registered: ‎12-02-2009

Re: Norton Removal Tool does not work


fmmitch wrote:

Dick,

Are you suggesting that I should try to install NAV even though it is now still on the list of programs and not able to be removed by either the Windows removal method or by the Norton Removal Tool?

 

The current version was NAV 2011 with still some months remaining.  I have ordered NAV 2012 (now very low priced) and will try to install that rather than doing anything more with 2011.

Frank M. 


You said, you "removed" NAV 2011 via Control Panel, and had problems reinstalling.  A few questions, did you reboot after the uninstall?  What is the date for the NAV 2011 still appearing in Programs & Features?  If it is not Sept 10th (the date of your last attempted install), then it appears it is in fact the "old NAV 2011" that is still showing.

Per Dick's instructions, trying to reinstall NAV 2011 is the next step -crazy as it sounds, sometimes an uninstall will corrupt leaving bits and pieces behind and causes other things to corrupt - such as shwing the program stillinstalled - althugh parts of it are gone.  By reinstalling the old program, it can give you the full "uncorrupted" program back on your system and you can start the uninstall process all over again and perhaps be successful in the removal this time.  Once the removal is done, reboot and then run the Norton Removal Tool, reboot and then try the reinstall of which ever program you desire (NAV 2011 or  NAV 2012).

 

without cleaning out all the remnents of whatever Norton product is currently installed, you probably will have problms installing another copy of the program.

Regular Visitor
fmmitch
Posts: 7
Registered: ‎12-21-2008

Re: Norton Removal Tool does not work

Problem solved with phone help from Norton.
Lady named Reina took on line control of our PC.
Remotely She was able to remove NAV 2011 using Norton Removal Tool.
She Reinstalled NAV with 153 days remaing, PLUS 30 DAYS ADDED for the trouble.
Still in control she ran an udate and then a Quick Scan.

That was a terrific job!!! I could see everything she did while it was happening.
Outstanding!  I am very happy now with Norton service.

 

Also thanks for Norton Community comments.
The reCAPTHA verification is a real pain in the rear.  Unusually difficult.

Frank M.

 

dickevans
Posts: 12,438
Registered: ‎04-08-2008

Re: Norton Removal Tool does not work


fmmitch wrote:

Problem solved with phone help from Norton.
Lady named Reina took on line control of our PC.
Remotely She was able to remove NAV 2011 using Norton Removal Tool.
She Reinstalled NAV with 153 days remaing, PLUS 30 DAYS ADDED for the trouble.
Still in control she ran an udate and then a Quick Scan.

That was a terrific job!!! I could see everything she did while it was happening.
Outstanding!  I am very happy now with Norton service.

 

Also thanks for Norton Community comments.
The reCAPTHA verification is a real pain in the rear.  Unusually difficult.

Frank M.

 


Frank,

Yes, I was suggesting areinstall of the older program. When things aren't quite right that process often cleans things up so that you can do a full uninstall, reboot and clean install.

Glad all worked well with customer support. They have a reputation for being the best.

If the captcha thing gets to be too much, it should only last for another message or two, please private message TONY WEISS and request he disable it for you. We do want folks to come and enjoy. That barrier is for the bots and other automated pains that wander about in cyberspace.

Stay well and surf safe

 

Dick
Win7x64 SP1 current NIS V21
yank
Posts: 10,037
Kudos: 2,241
Solutions: 511
Registered: ‎12-02-2009

Re: Norton Removal Tool does not work

Frank,

 

Glad you got it sorted - and also thanks for letting Norton know their support folks are doing a good job.