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Kudos0

No Install / No effective Support

I cannot re-install Norton after it was removed in Windows 10 re-install. Support via Chat also fails completely, with several different Advisors, despite many hours spent over 2 days.  Remote control does not stay connected, it keeps stopping repeatedly. Another day another Advisor, by phone this time but PC still cannot complete install, using Safe Mode, deleting all traces of Norton, etc.  So I am referred up to Level 2 Support ---- soon lost all connection with that Advisor, no way to get back. All very stressful and no protection for my PC. (Glad to at least have Windows Defender to fall back on). What can I do to get out of this endless nightmare?  

Replies

Kudos0

Re: No Install / No effective Support

When you reinstalled your Windows 10, was it a clean install, or a rollback? If a rollback, did you check to see if there may have been a trial of another security program? If so, you need to fully remove that with the removal utility for that software.

Also, If you use Windows 8/8.1 or 10, there can be an issue with the Fast Start feature.. See more information here.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: No Install / No effective Support

Thanks for your prompt response and suggestions. It was a clean install, carried out by MS Support. I did not (knowingly) install another security software BUT I have found my ASC Pro has been replaced without my permission with a trial version of ASC Ultimate, about which I know little except it has a beefed up version of IOBit's  Antivirus ---- so your suspicion might well be on target. 

I have contacted IOB asking how to revert to my Pro edition (which I find quite satisfactory).

From memory I think  I do not have Fast Start activated. I will check.

Kudos0

Re: No Install / No effective Support

If you have IOBit Anti virus on your system, that would probably be interfering with Norton's installation. You should only have one active real time security product on your system at the same time. Having two can cause conflicts which can actually allow malware to slip through.

So if you have been updated to the ultimate that contains the AV, you should uninstall ASC until you get Norton installed. Be sure you restart your computer before continuing to install Norton. Then if you still want the ASC Pro, be sure you watch all installation options when you re install it, to make sure you do not accept any trial of the upgraded version.

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: No Install / No effective Support

Alas, no success. I have uninstalled ASC and tried twice to install Norton. The install fails at the same point every time, when 'compressing error logs'. What can I try next?

Kudos0

Re: No Install / No effective Support

Is there any error message when the install starts to fail?

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: No Install / No effective Support

Hello

Are you sure it was the official MS support you had contacted? There are some scam people out there who may claim to be MS support. Do you have the latest Windows Updates installed? There might be some Windows updates which are buggy which could be preventing the Norton installation. What program are you trying to install and where did you get the install from?  Have you tried the Norton Removal Tool to remove the failed attempts? www.norton.com/nrnr  Use the Advanced version and remove only and restart. Please use a Windows Admin. account to do any of the Norton work.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.15.1.8 Core Firmware 267 I E 11
Kudos0

Re: No Install / No effective Support

Thanks for the suggestions but none apply to my situation. I have been using Windows and seeking help from Norton for many years, starting with Windows 98! There have been difficulties but none as bad as the last ones, the Store has not worked for months. Now at last that has been resolved and the PC is OK except I cannot install Norton. All I can think of is to contact Norton Chat yet again. If that still fails I will have to cancel my Norton Subscription and look for an alternative anti-virus program.

Kudos0

Re: No Install / No effective Support

the Store has not worked for months

Are you referring to the Window App Store? If there was a problem with the Store, there may still be other Windows problems that could be interfering with Norton.

Where are you getting your Norton installer? Is it from your Norton Account? If so, maybe a direct download of the correct installer will give a different result.

Norton Security Deluxe or Standard      www.norton.com/latestns

Norton Security with Backup/Premium   www.norton.com/latestnsbu

Things happen. Export/Backup your Identity Safe data.
Kudos0

Re: No Install / No effective Support

Hello

Or Norton Security Premium is also the same as Norton Security with Backup.

www.norton.com/latestnsbu

Please remember to run Live Update and restart as necessary until you see that no more updates are available, then restart one more time. This goes for any of peterweb's links or mine. The latest version is 22.12.1.15 plus any patches that may come up.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NS with BackUp 22.15.1.8 Core Firmware 267 I E 11
Kudos0

Re: No Install / No effective Support

My apologies for this late response. At last the issue has been resolved, by another Chat session which was immediately escalated. This time the technician got it to work so Norton is running now. He took quite a long time, so one wonders what it was which defeated the previous attempts.

Kudos0

Re: No Install / No effective Support

Good news, finally. Thanks for posting back.

Any chance you were able to see what the technician was doing to fix your problem?

Things happen. Export/Backup your Identity Safe data.

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