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Kudos0

Bootable recovery USB unknown error

I have created a USB bootable recovery USB and have used it to scan a couple of computers. On one Windows 10 machine that I suspect is infected the program started but after agreeing to eula, right after starting to mount drive the program stopped, stating unknown error. Nothing else. After contacting Norton support the shuffled me off to a 3rd party vendor who said that the computer was too infected. I would need to pay them either $100 for one service or $250 for a full year. Anybody know what is going on?

Replies

Kudos0

Re: Bootable recovery USB unknown error

Where did you get the contact info for your Norton support? Norton does not charge for support, so it sounds like you may initially have contacted some company that supports Norton, but is not Norton. Genuine Norton support can be reached at   www.norton.com/contactcs

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Bootable recovery USB unknown error

What I suspect is the computer has malware. I mistakenly called the malware company following a fraudulent link. The reps stated they were contracted by Norton.

BUT my problem still remains the same. The boot usb recovery will not start scanning this one computer (win 10). Stops with unknown error. The usb has worked on two other machines (win7 & win10)

i have contacted Norton support via chat and rep stated that bootable recovery is no longer supported! She suggested I download Norton Power Eraser. I have but will not be able to run on machine until Wednesday.

Thanks for your quick response.

Kudos0

Re: Bootable recovery USB unknown error

 I mistakenly called the malware company following a fraudulent link. The reps stated they were contracted by Norton.

As long as you did not give them remote access to your computer, you should be OK. 

Generally, a full system scan along with a Malwarebytes scan should catch anything that may have been left from a phony/scam support site.

Did you run a full system scan with your Norton Security product? If you can run it with Windows Safe Mode, you will be scanning the system with minimal drivers, thus less chance of any malware active.

I would suggest a second opinion scan using the FREE version of Malwarebytes. You can find it here https://www.malwarebytes.com/premium/

If you wish, you can disable the Premium version trial to use the product as an on demand scanner by using the instructions here.  https://support.malwarebytes.com/docs/DOC-1033

i have contacted Norton support via chat and rep stated that bootable recovery is no longer supported! She suggested I download Norton Power Eraser. I have but will not be able to run on machine until Wednesday.

I have not heard that NBRT is no longer supported. But I would be cautious when you run NPE. It is an aggressive tool that can give false positive results and could actually leave your system unbootable. I would suggest that unless you are very familiar with Windows files and processes, if you do run NPE, that you post any results from the scan for advice on anything to be removed.

Things happen. Export/Backup your Norton Password Manager data.