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Kudos1 Stats

Can't get rid of splash screen re Windows 10

Admin Edit: A fixtool is available for this issue. Norton Remediation Remover Instructions


Every time I start my PC I get a splash screen saying "Install and updated version of your Norton product for Windows 10".  I installed the latest version of Norton Internet Security yesterday but still get splash screen, also NIS seems to have stopped running. see attached

File Attachment: 

Replies

Kudos0

Re: Can't get rid of splash screen re Windows 10

Hello

I've had Norton on my PC for the last year or so, but decided to not renew my subscription and just go for a free anti virus software. I left it installed however until windows 10 released when Norton started automatically opening a desktop popup telling me I need to upgrade to a windows 10 version. I ran the norton removal tool, which removed the expired application but this downloader still remains

http://i.imgur.com/3TwVLmQ.png http://i.imgur.com/CnjnVRr.png

Normally I'd just be lazy and leave it, but the popup tabs me out of games and applications etc. I've found the file location and deleted it, but it just recreates itself every time.

Any help removing this would be greatly appreciated.

-Dandy

Kudos0

Re: Can't get rid of splash screen re Windows 10

Having the same problem. I'm on Windows 7, not 10, and the splash screen is the first thing I see at start-up. Also, NIS won't initialize at start-up and I can't get it to initialize when I try to run it manually despite all the files being in place. I've had to remove and re-install it half a dozen times already as it won't always start-up even after the re-install. Splash screen continues to appear once it's running.

Kudos0

Re: Can't get rid of splash screen re Windows 10

Kudos0

Re: Can't get rid of splash screen re Windows 10

I'm running Widows 7 - not 10.  I've re-installed yet again this afternoon and when I restart I still get the splash screen and NIS does not run

Kudos0

Re: Can't get rid of splash screen re Windows 10

Just tried re-install again - same result - splash screen and NIS not running.

Does this mean that the latest version of NIS does not run on Windows 7?

Kudos0

Re: Can't get rid of splash screen re Windows 10

NIS v22.5.2.15 supports W7
Um, have W10 installer files been downloaded to your machine...?
You may refresh NIS v22.5.2.15 by the Norton Remove and Reinstall Tool <info here>
If you run NRnRT and Tool does not find Norton then as posted earlier >

Install Norton from your account

  • If you did not get any install notifications, or if you cannot install the Norton product through any of these methods, then redownload your product from the Norton website. Read I want to download my Norton product.

Kudos0

Re: Can't get rid of splash screen re Windows 10

In my case, the Norton Remove and Reinstall Tool kept telling me to download the latest version of said tool whenever I tried to run it. Had to use the Norton Removal Tool instead, and then re-download, re-install NIS (the splash screen also still periodically pops up). Got NIS running, but it's a real pain to have to constantly re-install at start-up.

Would having the installer files present for Windows 10 help even if you don't plan to upgrade?

Kudos0

Re: Can't get rid of splash screen re Windows 10

SLK97:  Would having the installer files present for Windows 10 help even if you don't plan to upgrade?

FWIW ~ I was thinking in term of a failed Windows Update download....seeing as how "issue" is near July29. 
And no notion as to your Windows Update preference.

Kudos0

Re: Can't get rid of splash screen re Windows 10

Windows 7 fully up to date (including optional updates).  NIS re installed yet again.  Still getting splashscreen and NIS still not running

Kudos0

Re: Can't get rid of splash screen re Windows 10

Abardis and SLK97, I am having the exact same situation.  I have twice uninstalled and reinstalled Norton because of this.  I thought leaving the Norton Window up would keep the splash screen from showing, but that doesn't happen.  Please share if you find a solution...

Kudos0

Re: Can't get rid of splash screen re Windows 10

I'm using Windows 7, and since a few days I get every x minutes a popup "Install an updated version of your Norton product for Windows 10".  The "remind me later" selection isn't what I need: I don't have Win 10, nor do I plan an upgrade anytime soon.

As I didn't find an easy solution on the web, I used "get support".  That resulted in "a fix must be applied", prompted me for a reboot, and I had a loop "reboot", "apply fix", "reboot", "apply fix", ...  So I found the "remove Norton" stuff and reïnstalled NIS.  All seemed fine, except: the prompt for the Win10 compatible solution still appears.  But, afer a reboot, I realized NIS wasn't started anymore.  Reinstall NIS, all fine, till next reboot: NIS not started.  I repeated it all, from "remove Norton" on.  The Win10 prompt is still there, and NIS must be reinstalled after each reboot. 

What can I do?

Furthermore, I do have NIS 22.5.2.15 what should be the version that is OK with Win10, so that upgrade prompt is non-sense too.

Kudos0

Re: Can't get rid of splash screen re Windows 10

Norton Download Manager pops up to install Windows 10 compatible SW, initializes and then nothing happens.  Continues to pop up every couple of minutes.  Cannot kill it.  Not sure Norton Security is running correctly.  How do I stop the Download Manager?  I'm running Windows 7 Professional and don't intend to install Windows 10.

Kudos1 Stats

Re: Can't get rid of splash screen re Windows 10

Not sure where you are at and what you are seeing, but try this:

Select Settings > Administrative Settings > and turn OFF Automatic Download of New Version > Apply.

Not sure this is the popup you continue to see or not (an image would help), but this setting may stop it.  Additional repair may be needed afterwards in order to get your system fixed properly.

Kudos1 Stats

Re: Can't get rid of splash screen re Windows 10

I am encountering the same problem.  I've been twice on Norton chat with their reps and twice we've spent a lot of time trying to fix this incessant problem of the Norton popup screen continuing to pop up.  I downloaded W10 and then reverted back to my Windows 7.  I got to the point I cleared everything Norton off my PC using the Norton Removal tool.  It still kept returning.  The latest rep, yesterday, remotely went thru everything including downloading the latest version of Norton Security to see if we could end the problem.  Well it was good for about 3 hours this AM and then it happened again.  I am at my wits end but I cannot spend more hours trying to get this repaired.  Eventually, someone will find an answer to this problem and post it.  And we shall be forever grateful for it.

Kudos1 Stats

Re: Can't get rid of splash screen re Windows 10

Well, I think I may have fixed it.  Time will tell.  Just as you did, I removed all the Norton SW using their uninstall tool.  The pop-up came back but now said "Ready for Installation."  I did the installation and that all went well.  I have the little Norton Internet Security icon in the lower right corner with a green check mark.  Have not seen the Download Manager pop-up since .... but its early.

Kudos1 Stats

Re: Can't get rid of splash screen re Windows 10

I also did as "yank" suggested and turned off automatic download of new version.

Kudos0

Re: Can't get rid of splash screen re Windows 10

As the saying goes "hope springs eternal".  Don't know if it applies here but I sure HOPE so!

Kudos0

Re: Can't get rid of splash screen re Windows 10

....and Windows Update history / Installed Updates shows none related to W10...?

Kudos0

Re: Can't get rid of splash screen re Windows 10

No Solutions forthcoming.  The Norton download popup is BACK!  I placed a Task Manager icon on the desktop so it's a quick goodbye to the Norton downloader.

Kudos1 Stats

Re: Can't get rid of splash screen re Windows 10

OK folks this seems to work.  Go to:

  1. https://support.norton.com/sp/en/us/home/current/solutions/v62545589_End... and follow the instructions
  2. After the restart after using Norton Removal Tool ( a different one to the ones I had used over the weekend!) nothing seems to happen
  3. There should now be a Norton Download Manager icon on your desktop
  4. go into Task Manager and end the Norton Download Manager task that's apparently running (but doing nothing)
  5. Double click the desktop Norton Download Manager icon
  6. New software installs (for those of you who have watched this installation process many times over the last few days, you will notice it is slightly different and it accesses the Norton servers before fully installing)
  7. The world is a better place!

As well as this forum I also posted the problem on Norton's Face Book page.  The link above came from one of the Norton staff who responded to my FB post

Kudos0

Re: Can't get rid of splash screen re Windows 10

Mine is back also!  After a couple of hours.  Very annoying!!

Kudos0

Re: Can't get rid of splash screen re Windows 10

Hello Craig & bjs

What version of Norton Security are you on?  Can you capture a screenshot of the popup? Perhaps it's not really from Norton? Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.15.0.88 Core Firmware 260 I E 11
Kudos0

Re: Can't get rid of splash screen re Windows 10

my Norton version is 22.5.2.15  And I can't get a screenshot  but it basically says that the Nortion version I have is not compatible with Windows 10...even tho' I do not have Windows 10.  I am thinking that W10 may have left a scrap of its coding hiding around that Norton finds and decides I need  Norton W10 upgrade.  Someone in the great somewhere reads every word and will come to our aid! - I Believe!

Kudos0

Re: Can't get rid of splash screen re Windows 10

For those seeing this issue, please be sure to let us know which product you're using (Norton Internet Security, Norton 360, Norton Security). Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Can't get rid of splash screen re Windows 10

Abardis, I chatted with a tech this evening and hopefully got it fixed, but if it didn't, I will definitely try your fix!  Thank you!

Kudos0

Re: Can't get rid of splash screen re Windows 10

Hello

Version 22.5 .2.15 is compatible with Windows 10.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.15.0.88 Core Firmware 260 I E 11
Kudos0

Re: Can't get rid of splash screen re Windows 10

Here's the splash screen people are seeing

Kudos0

Re: Can't get rid of splash screen re Windows 10

Worked with technician for several hours yesterday.  Unfortunately, the splash screen returned this morning shortly after awakening my computer.  Same screen as above.  Will be sending log files to Symantec for analysis.

Kudos0

Re: Can't get rid of splash screen re Windows 10

Having the exact same issue, im on windows 7 and didn't even know I had Norton on this computer, total bummer, cant game or do anything in fullscreen as i get kicked out every 2 minutes.

Kudos0

Re: Can't get rid of splash screen re Windows 10

Thank you for the logs.

@ElijahSkinner,

I have sent you a private message with the steps to collect logs. Could you check your inbox when you get a chance? Thanks.

Gayathri Rajendiran
Norton Forums Administrator
Symantec Corporation

Gayathri R | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Can't get rid of splash screen re Windows 10

Don't see the message.

Kudos1 Stats

Re: Can't get rid of splash screen re Windows 10

My system has been stable for 24hrs now following the fix I detailed above :)

Kudos0

Re: Can't get rid of splash screen re Windows 10

I spoke too soon - splash screen is back!  I have NIS 22.5.2.15 installed and I'm running Windows 7

Kudos0

Re: Can't get rid of splash screen re Windows 10

Is the splash screen Norton's - or is it something malicious?

Kudos0

Re: Can't get rid of splash screen re Windows 10

The splash screen is from Norton, but it looks like there's an issue. Our team is checking out the issue. I should have some steps for people to try shortly.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Can't get rid of splash screen re Windows 10

I'm not surprised that it is back.  According to the technician it is a Norton splash screen.

Kudos1 Stats

Re: Can't get rid of splash screen re Windows 10

To All of US with The Problem of Splash Screen for Norton and Windows 10 (whether you have W10 or not).  I spent over 2 hours last evening with one of Norton's agents who remotely operated my laptop for the entire time while logging everything.  At the end, he had found the problem and the solution and resolved it.  I mentioned to him that there were many of us with the same problem and he said he and his group were working on a permanent workaround/solution and would post it as soon as possible.  He did not however tell me what the fix was, just that he had identified it and fixed it.

I have been splash screen free since then.  

Kudos0

Re: Can't get rid of splash screen re Windows 10

Admin Tony Weiss- check with Sunil GA, one of the customer reps.  He logged my computer last night for 2 hours and at the end, said they had identified the problem and fixed mine, although he did not mention what he had done to make the fix.  I have been Splash Screen Free since then so he has the answers!

Kudos4 Stats

Re: Can't get rid of splash screen re Windows 10

Sunil and I work together, we know each other quite well 

I'm getting some precise info from our engineering team about the steps to take. I don't want to communicate it out wider quite yet, since I want to be sure it fixes the problem for customers on the thread first. I should have that information shortly. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: Can't get rid of splash screen re Windows 10

Yep, my Splash screen is back.  Again.

Kudos0

Re: Can't get rid of splash screen re Windows 10

I have this exact problem too (posted here: https://community.norton.com/en/forums/norton-internet-security-wont-uni...)  where I am on Win7 and have no intention of upgrading to Win10 and no intention of renewing NIS but it just won't uninstall and it won't stop prompting me to update for Win10.  Hopefully this gets resolved soon :(

Kudos0

Re: Can't get rid of splash screen re Windows 10

I have a Windows Surface Pro 3 with 8.1 and upgraded to Windows 10 last week when it became available to download, after which I reinstalled NIS to version 22.5.2.15. It would run and scan normally for several hours then I would experience the splash screen informing me the version of NIS I have is incompatible with W10, then NIS would shut down and unable to restart. From there I uninstalled and reinstalled six times to no avail. Yesterday, working with the Norton service tech remotely, he uninstalled and reinstalled the update and said “all is well, thank you very much”. After several hours of working without any pop up or splash screens the same one began showing up and continued to do so this morning. I spoke with another tech support this morning and she remotely checked everything and said “the version was compatible and working fine and and all is well”, then low and behold the “Norton Green Message” returned again. So I guess if Norton and MS can’t resolve this issue it doesn’t sound like restoring 8.1 will eliminate it either.

Kudos0

Re: Can't get rid of splash screen re Windows 10

Kudos0

Re: Can't get rid of splash screen re Windows 10

I did...So what's your point?

Kudos0

Re: Can't get rid of splash screen re Windows 10

I think he means that I'm working to get you some more info shortly. Sorry for the delay.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos1 Stats

Re: Can't get rid of splash screen re Windows 10

Thanks Tony, but after being told that it was fixed pursuant to my earlier/first post and having been requested to send the screen shot and problem to nortonmanagers this morning, I'm not sure what "more info shortly" means. Hours, days, or weeks?

Don't mean to be kurt, but this is frustrating and detracting.

Kudos2 Stats

Re: Can't get rid of splash screen re Windows 10

I understand. I was hoping to get something before the end of the day, and our engineers are checking to be sure their workaround process functions properly and that all steps are included. It might be tomorrow (at the latest) before I get something I can share.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos1 Stats

Re: Can't get rid of splash screen re Windows 10

Thanks Tony and hopefully my input regarding the upgrade from Windows 8.1 and the problems encountered were of assistance and not taken as criticism. Having been a long time Norton customer and supporter, I hope we are able to resolve this problem soon and not have to rely on less reliable security alternatives.

Kudos0

Re: Can't get rid of splash screen re Windows 10

Hello DRose,
Had I been aware re Permalink
I would not have pointed to what you knew.
You appeared first time in this Topic here Permalink
Sorry

Kudos0

Re: Can't get rid of splash screen re Windows 10

Hello bjm

Your Permalink leads to the same post as the one you posted the Permalink in..

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.15.0.88 Core Firmware 260 I E 11

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