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Norton 360 did not protect our laptop

We only use our Dell Laptop to backup folders from our HP desktop, where we keep the accounting and taxes for hundreds of people and dozens of companies. Only to keep copies of the folders. That is it. Nothing else. Both the desktop and the laptop are 'protected' by Norton 360 and are only used for work purposes and emails. Only for that. And the laptop is off more than 90% of the time. Two days ago our laptop was attacked by a virus, the LAN disabled, all the applications removed and most of the folders with information very probably stolen. The Norton 360 and the Norton Power Eraser did not detect or see the virus, before, during the attack, and after the attack. And we tried several times. Fortunately we had a Wi-Fi USB antenna, that helped us recover the laptop. Our question is, of course, how good is Norton then? We have tried for hours to tell Norton customer service about this and the people that answer don't seem to able to do anything about it, they are just employees or subcontractors with no power at all to help. This is the absolute truth. Please help.

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Re: Norton 360 did not protect our laptop

Norton may have failed you and may have been delinquent in preventing the attack. I am not sure what to say except that some of your comments  are contradictory and I am having a hard time believing all. I am not trying to be rude but technical people here will be asking similar questions.

At first you say "Only to keep copies of the folders. That is it. Nothing else."  Then you say "Both the desktop and the laptop are 'protected' by Norton 360 and are only used for work purposes and emails." So which is it?

What virus was the cause? Was it an email attachment? A download of an exe file? What is a Wi-fi USB antenna? And how did you recover the laptop? Did other software remove the virus or did you just reinstall your hard drive from a backup?

I can understand how customer service may have been unable to help but did they offer to help remove the virus by remote connection to your laptop? 

People here can probably help but will need much more detail and info about the events that led up to your disaster.

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Re: Norton 360 did not protect our laptop

Dear Ojoex, thank you for your replay.

In case we didn't express ourselves right, let us try again. The desktop is used for work and emails. The laptop is used as a backup for the desktop, never receiving or sending emails. It was impossible for anyone at Norton to remove the virus from the laptop, because the first thing this virus does is to disable the computer LAN. So, no communication is possible. The virus also disable all the applications and steals the information, very probably a ransom scheme. We were able to fix and recover the laptop ourselves, for many years we have been familiar with computers, that helped, but we were also lucky to remember that we had somewhere a USB wi-fi antenna, that the virus creators didn't prevent or think about. The hard drive of the laptop was cleaned and everything installed from scratch. It took many hours, of course. What really worries us is that neither Norton 360 or the Norton Power Eraser detected the virus, before, during the attack, and after the attack, when the virus was still in the machine. They don't see it. And that means something, right? The laptop was and is now again in the Norton VPN. That didn't help either.

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Re: Norton 360 did not protect our laptop

And yes, all our four computers, two desktops and two laptops have the Norton 360 De Luxe installed and are in the Norton VPN. There is no contradiction as you suggests. We were not talking about the anti-virus software (everyone uses some kind of it), we were talking about the use of the machine. We do not use the laptop for emails. Never. We do not work on the laptop. We prefer the keyboard and mouse of the desktops. that's the reason. We hope we made ourselves more clear now. And it is true this is hard to believe, you are right. Only if it happens to you, you can believe it. The Norton technical people were informed of this and they took note of it, we hope they find a better defense for all of us.

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Re: Norton 360 did not protect our laptop

Have you checked Windows Event Viewer to see if there was some instability in your system that may have caused this?  You seem unsure if your files were removed or not.  It is quite possible that they were intact but Windows could not find them.  I would not rule out a problem with Windows or your hardware, rather than a virus.  Does the laptop have access to the internet?

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Re: Norton 360 did not protect our laptop

Thank you for providing more information. And nice work on restoring your data from a backup. Very well done.

The more info you provide the easier it is for the technical people here to diagnose. As SendofJive has noted it is possible that it is not a virus but rather a Windows problem that has caused the loss of your files. Other people here may have other ideas and jump in here.

A few points I can make to help you:

1. A VPN is used to disguise your network connection and encrypt your transmissions across the internet via a Norton server. It does not function as a way to prevent a virus attack.

2. Ransomware attack will lock up your files and prevent you from accessing them until you provide the key the attackers have used and they will want a ransom payment from you usually by bitcoin. They want money and if you have not been contacted you can rule out ransomware.

3. Are you running a business with your computers? Is it possible some disgruntled employee that has physical access to your machines has done something? Is it possible someone has stolen or gained access to your passwords to use the machine remotely?

4. Can you provide the name of the virus you think attacked your machines? 

Thank you for your cooperation and best of luck in the future with your computers.

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