01-17-2012 09:26 PM
I'm using another computer because the laptop I was trying to fix will now not reboot. I have been having many glitches with the computer, the most recent being that internet explorer totally disappeared. I was able to restore to a previous point and get it back, but decided to run Power Eraser to see if the computer had virus. Power Eraser found one issue, so I checked fix it, and also chose the option to create restore point. Then the computer would not reboot. Went into advanced settings to go back to where I started using restore, but am still getting blue screen saying can't reboot. Have to manually turn off, and then get the launch startup repair screen. Tried restoring to an earlier point, and again getting same results. I have a very bad feeling that power eraser erased too much.
01-17-2012 10:06 PM
Tried running bootable recovery tool, and it wants me to enter my PIN, which of course is saved on an email in outlook - and I can't turn on the pc so how the heck am I supposed to retrieve a pin. Instructions they give to find it on comcast don't work either. Very frustrated.
01-18-2012 08:45 AM - edited 01-18-2012 09:08 AM
The Norton Power Eraser is a very aggressive tool and frequently reports false positives (see delphinium's comments here in the Norton Protection Blog). I personally recommend that users always run this tool in diagnostic mode (see RichD's instructions here) unless they have confirmed that they are infected with a virus that cannot be removed by any other method.
Could you please let us know the Norton product and version number (at Support | About) you have on your system. It sound like you have the Comcast Norton Security Suite, which is similar to Norton 360. Most Norton Security Suite users post in the Other Norton Products forum here but tech experts here in the NIS/NAV forum may still be able to provide a solution.
Have your tried starting your computer in Safe Mode? If not, re-boot your computer and press the F8 key continually (e.g., every second or so) before Windows starts. This will interrupt the normal boot process and give you access to the Windows advanced boot menu where you can select Safe Mode and load the minimum Windows drivers and services necessary to run your computer. If you can boot into Safe Mode it may be necessary to wipe your Norton product off your computer by uninstalling from the Windows Control Panel and then wiping your hard drive with the Norton Removal Tool to fix your BSOD problem but we need to know what product you're using first before we can provide further instructions.
Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 220.127.116.11 * IE 9.0 * Firefox 9.0.1
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS
01-18-2012 09:26 AM
Hopefully this will work for you.
Go to this link http://xfinity.comcast.net/constantguard/Products/
Let me know if this worked for you or if you ran into more problems.
01-18-2012 06:19 PM
You can also find your Comcast Norton PIN on your computer in this location:
Win7/Vista: C:\Users\<Local User>\Documents\Symantec\Norton Security_PIN.txt
XP: C:\Documents and Settings\<Local User>\My Documents\Symantec\ Norton Security_PIN.txt