Norton Internet Security / Norton AntiVirus

[frances28]

See previous reply. I have had Norton Case Managers on this for the last few days and seem to have got nowhere. Does anyone have any advice please?

[SendOfJive Norton Fighter]

Hi frances28,

Have your tried disabling "Compressed File Scan" in the Norton Computer Scan settings?  Often in cases of scans that hang, it is a matter of a malformed compressed file that will cause this.

Another possibility is that some other program, such as a security program or system performance program, might be interfering with the scan.  In Safe Mode, most programs do not load and so Safe Mode scans would complete successfully.

[randomname]

On my machine it works now. I didn't do anything, no reinstall, no nothing - just works after weeks of failed scans. Cool, hope this holds.

[frances28]

Hello again - yes I have disabled Compressed files and no joy. In fact Norton tried everything they could, including saying it was Rapport software that was causing it but even with that removed it was still there. They then said I would have to reinstall Windows7. As I don't have the disk with me and I had no evidence I wasn't keen, but then I found a solution (in German) which implied that would solve it. Instead of waiting till I was home and had the disk I did a bit of amateur work on the pc and have reverted it back to Vista - not a very clever idea! Even after 80 Windows Updates Norton won't load so I will wait till I'm home to reinstall Windows7 and no doubt the problem will disappear then.

Randomname - I'm very glad your prob disappeared, but none of this tells us why it happened in the first place!

[frances28]

To update this problem - I completely reinstalled Windows7 and the problem has disappeared at last but I have spent hours getting the pc back to somewhere near what it was before. Norton have kept in contact magnificently but have not been able to help apart from telling me to reinstall everything. It annoys me that whatever the problem was with the pc nothing else was affected at all, and if I'd just cut my losses and gone with another AV provider I wouldn't have had any of this problem. I got an extra month on my subscription but compared to the trouble I've had that is peanuts!

[frances28]

And finally .... I got another 3 months on my subscription, so 4 months in all. And the support people were a credit to Norton. Though perhaps I should get some credit too because I persevered politely for well over a week, just like them!

[randomname]

Guess what, it is happening all over again. It hangs at exactly the same point as months ago - hacktool.unreal.a.

The version is now 19.7.0.2

[frances28]

Hey I'm so sorry about that randomname. Mine always hung at Bloodhound.TD or something. Norton were always telling me I had some file corruption that was causing it and I didn't really believe them, but just last week I started getting messages that my hard disk was about to fail,  so I did wonder if that might have caused it. The pc is still going fine as is Norton but I am in the process of replacing the pc. I can recommend Norton support although obviously you have to do a lot of the work and sit around watching them control your machine for hours (though that's quite fun in a weird sort of way) and it may be that your problem will be easier to sort than mine was. I felt that what was required was a step by step debugger that would show exactly what was going wrong because I'm sure it's what we called looping in the old days. But maybe nowadays that sort of thing is not possible. Good luck.