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Posts: 1
Registered: ‎07-20-2012

Norton not working, possible virus, PLEASE HELP

Hi, I am having a major problem with my computer. I don't know much about computers so please bare with me:


About a week ago I was looking at youtube videos one afternoon when all of a sudden my screen became VERY distorted, just a jumble of lines and my lap top made a horrible loud noise. A few seconds later the screen went to blue Windows screen, saying Windows had shut down to protect my computer (at top) and at bottom said dumping files with a tally number as it dumped. After restarting my computer I did a system restore to a few days before and everything seemed fine.


A few days later it all happened again. Again I did a restore. After that I noticed my Norton toolbar was gone (I use Norton as a search engine). Then I noticed everything about Norton was not working. If you clicked on the icon on the desktop either nothing happened or a tiny little blank window popped up. I checked and Norton was not turned on. I tried to turn it on and it would not let me. My computer did the same thing with the freezing, distorted image, loud noise several times over the next day. It did not work at all, but now it will do most things except that it is highlited while typing in fields of any kind.


I just tried to uninstall Norton and it won't let me. When you try to uninstall nothing happens, when you try to scan with it nothing happens, when you click on it nothing happens. The program is essentially dead, but it is causing my computer to crash on me, or seems to be. I downloaded Comcast's "Constant Guard" and Norton security suite that comes with it. It states Norton security suite is installed, but then says its status is "at risk" when you click on it nothing happens (won't open).


If anyone could help me I would really appreciate it. (I did check and I have done all windows updates, drivers updated)

Bot Obliterator
Posts: 16,539
Registered: ‎07-21-2008

Re: Norton not working, possible virus, PLEASE HELP

[ Edited ]

ANY other user other than the thread starter is not to use any instructions, scripts or proceedures,  The work though in cleaning a system is individual and only for that system due to a number of factors.



Please do not run any tools unless instructed to do so. 

  • We ask you to run different tools in a specific order to ensure the malware is completely removed from your machine, and running any additional tools may detect false positives, interfere with our tools, or cause unforeseen damage or system instability. Do as the instructions ask nothing extra or run things twice
  • If I ask a Question just answer it, don't run anything unless it states.
  • Major steps used:

1. Find

2. Break

3. Destroy

4. Cleanup  (including system as a whole)


Please read every post completely before doing anything. 

  • Pay special attention to the NOTE: lines, these entries identify an individual issue or important step in the cleanup process.


  • Logs from malware removal programs (OTL is one of them) can take some time to analyze. I need you to be patient while I analyze any logs you post. Please remember, I am a volunteer, and I do have a life outside of these forum, (sometimes :smileylol:)

  • Attention to detail is important! Since I cannot see or directly interact with your computer I am dependent on you to "be my eyes" and provide as much information as you can regarding the current state of your computer.


Please read carefully


1. Please download aswMBR hxxp:// to your desktop. (replace the hxxp with http)
Double click the aswMBR.exe icon to run it
it will ask to download extra definitions - ALLOW IT / Yes
Click the Scan button to start the scan
On completion of the scan, click the save log button, save it to your desktop and Please attach the log in the post back, Don't have the program fix anything.