Norton Internet Security / Norton AntiVirus

[dz08]

Last night I left my computer running overnight. It was working perfectly, but when I woke up it didnt work. I can turn the computer on but it takes forever to load. Also, no programs will run properly. I go to run a full scan with Norton but it never makes any progress. When I boot my pc (windows 7) in safe mode, the full scan still doesnt work. When I open Norton it says "some features may be unavailable when running in safe mode, would you like to perform a full system scan now?" I click yes and it scans anywhere from 50-200 files, then another error message appears. It says "Symantec shared component scanner module has stopped working."

I guess I have some sort of virus but I obviously cant find out since Norton won't work. Any help would be appreciated. 

[rika Super Contributor]

u can try this for start

http://security.symantec.com/nbrt/overview.aspx?&NUCLANG=en-us

[lmacri Super Phishing Phryer]

Hi dz08:

Welcome to the Norton forum.

There was a known bug in 2012 Norton products where compressed files were mistakenly detected as "suspicious" files when system scans were run in Safe Mode (see ProTruckDriver's thread here titled Is There a Bug in Safe Mode Scan?), but this bug was apparently fixed in v. 19.5.0.145.

Do you use NIS or NAV 2012, and if so do you have the latest v. 19.5.x product update (either 19.5.0.145 or 19.5.1.2 - see Tim Lopez's post here for an explanation of minor differences between the two versions)?  You can find your current version at Support | About, and if you think your product isn't fully updated try re-booting your computer and running manual LiveUpdates until all available updates have been delivered.  This might take more than one cycle of re-booting and updating to get your product fully up-to-date.

Are the  files being detected by your full scans all compressed files (e.g., .exe, .cab, .msi)?  If so, turn off the compressed file scanning (in my NIS 2011, it's Settings | Computer Settings | Computer Scans | Compressed Files Scan) and see if these files are still detected during a system scan.

Other users in the forum have found that compressed files can also be mistakenly detected as "suspicious" files when your computer is booted in normal mode (i.e., not Safe Mode) if NIS or NAV is corrupted during installation or during a LiveUpdate product update (see Rogerror's thread here titled 90 Heuristic Threats Identified on a Full Scan for one example). Fortunately, a clean re-install of  your Norton product using the Norton Removal Tool should solve the problem.  Instructions for performing clean re-install of NIS 2011 or NIS 2012 are posted here, but if you think a clean re-install is necessary and you use NAV or N360, post back with details and we'll provide links to the correct installation file.  If you do decide to try a clean re-install, you should first recover any compressed files that have been incorrectly detected and quarantined as "suspicious" files to ensure that they aren't accidentally deleted from your system.

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Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.7.0.13 * IE 9.0 * Firefox 10.0.1
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

[dz08]

I have Norton Security Suite from Comcast. It's version 5.2.0.13. Is that any different from what you mentioned? Also, when I run a live update it just says "running" for a while and nothing happens. 

And thanks for the help. 

[lmacri Super Phishing Phryer · Accepted solution]

Hi dz08:

Yes, the Norton Security Suite is a "special" version of the Norton 360 product that Comcast provides to its own customers.  Most Norton Security Suite users post in Norton's Other Norton Products board here when they look for information in the Norton forum but I still may be able to provide some assistance.

If you go to main page for downloading the Norton Removal Tool (NRT) at www.norton.com/nrt, you will see a link labeled I Have Norton Security Suite or Norton Business Suite that will link you here to the correct NRT for your product.  The NRT instructions include a link here to an article titled Reinstalling Norton Security Suite After Running the Norton Removal Tool that provide details for downloading the latest Norton Security Suite installer from the Comcast website.  See the article here on the Comcast site titled Download the Norton Security Suite if you're prompted to install the Constant Guard Protection Suite and aren't sure if you should be installing this optional feature.

Some of the larger product updates delivered by LiveUpdates (e.g., > 10 MB) can take a long time to download and install, especially over a slow Internet connection, so make sure you've given your LiveUpdate enough time to run to completion.  If you're relatively certain that something is wrong with your LiveUpdate, I would suggest that you perform a the clean re-install I mentioned in my previous post.  You should be able to follow the general step-by-step instructions here for Norton Internet Security (NIS) - just download the Norton Security Suite installer from the Comcast website as instructed here for Step 2, and download the correct NRT for Norton Security Suite as instructed here for Step 3.  If you run into any problems downloading the Norton Security Suite installer from the Comcast site, see yank's workaround posted here.

Please post back if you have any questions before proceeding.  The instructions for performing a clean re-install of your product can seem a bit intimidating if you've never used the Norton Removal Tool before.  Just keep in mind that the two important steps in the clean re-install instructions are Step 6 (uninstalling your Norton product from the Windows Control panel before running the NRT) and Step 7 (re-booting and running the NRT multiple times to completely wipe your old installation off your system).

Edit:

I just checked the N360 board here and noticed that Symantec just released the new v. 6.x of N360 on 15-Feb-2012 (see Symantec employee Tony Weiss' post here).  I don't know if Comcast has followed suit with their Norton Security Suite and is trying to upgrade customers from V5 to V6, but that could explain the slow LiveUpdate.  If it looks like LiveUpdate is trying to download a full upgrade (which might be > 100MB) you might want to try another LiveUpdate and let it run for at least an hour to see what happens.  It's even possible that LiveUpdate tried to install the V6 upgrade overnight and something went wrong and corrupted your Norton Security Suite installation.

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Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.7.0.13 * IE 9.0 * Firefox 10.0.2
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

[dz08]

I reinstalled Norton and ran the live updates. After 3 restarts it says I am updated. I am still at version 5 though so I guess Comcast doesnt have version 6. Norton is now working in my pc's normal mode so I am running a full scan. I will update you when it is finished. My computer already seems to be working a lot better so thank you.

[dickevans Super RootKit Eradicator]

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dz08 wrote:

I reinstalled Norton and ran the live updates. After 3 restarts it says I am updated. I am still at version 5 though so I guess Comcast doesnt have version 6. Norton is now working in my pc's normal mode so I am running a full scan. I will update you when it is finished. My computer already seems to be working a lot better so thank you.

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Hi,

You are correct the v6 of the comcast product has not been released at this time.

[dz08]

Scan is complete and nothing was found except for tracking cookies. Do you think I should run Norton Power Eraser?

[dickevans Super RootKit Eradicator]

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dz08 wrote:

Scan is complete and nothing was found except for tracking cookies. Do you think I should run Norton Power Eraser?

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Hi,

I use Norton Power Eraser when I KNOW there is a problem. Before that I'd run Malwarebytes free scanner found here: http://www.malwarebytes.org/products/malwarebytes_free from the desktop. It's isn't as aggressive and since it is Norton compatible I keep it on my desktop for a second opinion any time I'm not quite sure all is well. Or, just to be sure all IS well.

If you are sure you have a problem then the NPE might be called for. The latest version is here: http://us.norton.com/support/DIY/index.jsp

Kep us in the loop. We'll be here with a light on

[dz08]

everything is working fine and my pc is back to normal. i guess there was something wrong with norton and it was slowing my computer down. The re-install did the trick. Thank you all for the help, i appreciate it.