Norton Internet Security / Norton AntiVirus

[tamlyn]

I have recently downloaded Norton Internet Security 2008. Since I've installed this product, I've been continually informed of the above issue. I've discussed this matter with online techs, who have uninstalled/reinstalled the program. Also, I have received emails from tech support advising me to uninstall the program and re-install, which I have done 4 four times as of yesterday. The issue is resolved, but as soon as I run a full scan *bingo* I'm back to square one.

Perhaps someone on this forum can advise what I should do to resolve this continual issue. I've had Norton Products in the past, and have had no problems.

tamlyn....

[Stu]

Is it Norton who is popping up?

[tamlyn]

On the main window of the download it advises *Computer At Risk*........underneath.......Virus Protection......At Risk.

[Stu]

Is it possible to post a screenshot?

[MelodicWynd]

hi tamlyn - a few quick questions:

• are your virus definitions being updated? they should date from yesterday or today (on the Internet Security tab, look under Settings / Basic Security for your Protection Updates data)
• does anything happen when you click the FIX button?
• what operating system / service pack are you running?
• any luck running AutoFix? (click on Help & Support, then click the Begin Support Session button)

also, you may find an error listed in the log that could help identify the problem. here's how to find that information:

1. Within the program, click the Norton Internet Security tab
2. Open the Reports and Statistics section
3. Click "View Activity Log".
4. At the bottom will be an Error Messages section.

If you can relay to us what you see there I think it will help us figure out what's happening
 

mel 

[tamlyn]

I wish it were possible. This is a copy of the last response from tech support. I've located Corporate Office phone # in Cal....will be phoning Monday to try and resolve this issue....hoping they'll send me the Disc via UPS to download. If they do....~crossing fingers~.....that will resolve the frustrating issue.

Welcome back to Symantec Technical Support.
>
> I understand from your message that the issue remains unresolved despite running the intelligent updater and downloading the latest virus definitions.
>
> I apologize for the delay in resolving this issue. I believe that some of the Norton files might have got corrupted. I suggest that you remove the program using the Norton Removal tool, download a fresh copy and reinstall it.

[tamlyn]

hi MelodicWynd.....thanks for your reply. I've already done what you suggested......to no avail. tech support have gone into my system (twice) removed and reinstalled. as mentioned in my original post......it does resolve itself, but when i perform a scan......i'm back to square one. i'm operating *Vista*....

[MelodicWynd]

hi tamlyn - i had a friend that had a similar problem and the problem ended up being related to the location of their Documents and Settings being folder not being on the root drive. The utility in this document was able to eliminate that problem - might be worth a shot if you still have the program installed.

also - i wasn't able to discern from your response if you identified any errors in the log - here was how:

1. Within the program, click the Norton Internet Security tab
2. Open the Reports and Statistics section
3. Click "View Activity Log".
4. At the bottom will be an Error Messages section.

mel 

[tamlyn]

error message received was....*error 3035006*. support tech and myself, went into the Control Panel to rectify the

issue....once again to no avail. have also run *Auto Protect*, and i do thank you most sincerely for your help. i'm hoping

i'll get somewhere tomorrow with Corporate Office.

tam..... 

[MelodicWynd]

hi tam - always a pleasure to try to help out. i've seen a few references in the forums to similar problems, and i believe the error code you referenced is the one that this article is meant to address... might give it a shot.

if not, let us know if HQ has the answer - i'm sure it will come up again! 

mel