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Kudos0

Lots of weird stuff going on - help!

Hubby's laptop had a problem in that he got a screen (just after internet connected) saying the drive had a virus and was going to be erased in so many minutes if he didn't call the number "listed below".  Tried ctrl-alt-delete and the page would not close down so I did a hard reboot.  When computer started back up it seemed fine but I decided to do a Norton power eraser just to make sure.  I got 2 notices that there was a problem with my version of the power eraser and that I needed to click on the link to get help. Restarted again and this time power eraser worked and showed no problems except an out of date java.  Then I came to Norton's website and I have been trying to chat and/or find a phone number to call and when I click on the links it takes me to a page that says "an error has occurred and the webpage cannot be found".   I get this same message whether I click on chat or to get the phone number.  Help!!!   I'm worried the laptop is messed up and somehow they've gotten in my Norton and it's not allowing me to do anything,.

Labels: Virus Scan, Virus

Replies

Kudos0

Re: Lots of weird stuff going on - help!

The chat is down cause I get the same message. No biggy I can help you. First we need to download some free tools. All of which can be placed on a USB stick and ran from there. Which browser were you using? This was a fake scam webpage and can usually be stopped by using a more secure browser such as Google Chrome. Then add uBlock Origin extension to Chrome. 

https://www.zemana.com/en-US/Download (Download the portable edition)

https://www.hitmanpro.com/en-us/hmp.aspx (When you scan select the option to not install)

https://www.malwarebytes.com/adwcleaner/

Kudos0

Re: Lots of weird stuff going on - help!

He use explorer

Kudos0

Re: Lots of weird stuff going on - help!

You mean Internet Explorer? Yeah that is a bad idea especially since Internet Explorer does not allow for any addons such as an adblocker. Adblockers are essential in today's world. Here are the links to setup Google Chrome.

https://www.google.com/chrome/

https://chrome.google.com/webstore/detail/ublock-origin/cjpalhdlnbpafiam...

Kudos1 Stats

Re: Lots of weird stuff going on - help!

AdBlock Plus works in IE 11.

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

Re: Lots of weird stuff going on - help!

But AdBlock Plus still allows certain ads so it is no where near as effective as uBlock Origin. 

http://www.complex.com/pop-culture/2015/09/adblock-letting-compnies-pay-...

Kudos0

Re: Lots of weird stuff going on - help!

You can opt out of acceptable ads in ABP.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Lots of weird stuff going on - help!

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

Re: Lots of weird stuff going on - help!

Please people. I know way more than most of you. I have used every security product out there and tried every browser and every adblocker. uBlock Origin is far superior than Adblock Plus. It has way more filters from the default and blocks more than just ads. Never mind it uses 1/4 of the RAM. Default Adblock Plus gives you 2 filters. uBlock Origin gives you about 12. 

Kudos7 Stats

Re: Lots of weird stuff going on - help!

PatsSoxBruins

Please people. I know way more than most of you.

Quite a presumptuous statement. How do you know what training we have had? There are many here that have as much experience as you keep telling us you have.

We are not here to review different utilities. We recommend the ones we have personal experience with. If you want to suggest a utility that is fine. But do not bash others for our choices.

And as you have said yourself, no one product can do it all. We try to help the user with the Norton products, so all your experience with other software may be great, but save it for a general security support forum.

Things happen. Export/Backup your Norton Password Manager data.
Kudos1 Stats

Re: Lots of weird stuff going on - help!

FWIW, I also use uBO in browsers that support it, but it isn't supported on IE 11.

I'm not interested in debating the pros and cons of different extensions, I only posted above for informational purposes only.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Lots of weird stuff going on - help!

@JenJenH:

1. Personally, you met a fakealert-based page. Somehow, they are just the clones of scareware. 

saying the drive had a virus and was going to be erased in so many minutes if he didn't call the number "listed below".

 (BTW, when did you encounter that pop-up? site name?)

In short:

  • You're still protected from threats and, plz never call those tech SCAMMERS.
  • Make the best of Norton Virus Protection Promise if you think your system is ruined/hacked/infected somehow.

Just as a double check:

  • Step 1: run your Norton product to see if your Norton product has become damaged. If so, gain the admin access, then try the built-in "AutoFix"; for more help, you may read this KB and run Norton Remove and Reinstall tool if that tool can't fix detected issues. Remember to run LiveUpdate (LU) to get the most recent definition sets from Norton server. Hit this link if you have trouble updating your Norton via LU.
  • Step 2: erase temporarily files using CCleaner
  • Step 3: Scan your system in Safe Mode when you get the most recent version of Norton product

Further, disable fast startup if you're running a Windows 8+ computer.

2. Norton Power Eraser (NPE)

You must use that app with caution! 

Because Norton Power Eraser is an aggressive virus removal tool, it may mark a legitimate program for removal. However, you can always undo the results of a scan.

If I may ask, what are the "2 notices" you met while running NPE? You may bookmark this page and keep the latest version of NPE, and run it if needed.

3. The install of Java.

You had better uninstall the said Java: reinstall it only when you need it. And, always keep Java up-to-date. This suggestion too applies to the installation of Adobe Flash Player, when it comes to computer vulnerability.

4. Norton Support.

To access the official support & resources, plz bookmark this page and, this URL if you need/want to chat w/ Norton representatives.

And...

If you need to call directly dial 1-855-815-2726.

Just to clarify, can you visit the above Norton Support pages now?

5. Prevention Tips & Self-help

Thanks... :)

OFF-TOPIC: This is Norton Community, NOT fking HitmanPro forum, nor MBAM forum. 

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Kudos8 Stats

Re: Lots of weird stuff going on - help!

Peterweb's earlier comment is exactly on point, articulating the frustration in this thread, while embodying the spirit of the Norton Forum Guidelines. Let's all remember the Participation Guidelines for this community. We thrive on ideas and the exchange of information, and have many very knowledgeable people in this community.

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

Re: Lots of weird stuff going on - help!

I did not mean to cause a "fight" among the community.  :(     I finally got in touch with the Norton support by chat later in the day and they were able to explain everything and were able to clear all history and something else on the laptop to keep it from coming back again.  Again, sorry my question caused a problem. 

Kudos0

Re: Lots of weird stuff going on - help!

Something else? Such as?
Kudos0

Re: Lots of weird stuff going on - help!

Thanks for the update, @JenJenH. I'm glad our Norton Support Chat team was able to resolve the issue for you. No trouble at all; we're just glad your issue was fixed. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation

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