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Kudos0

Norton 360 Full Scan won't finish

Hello there, yesterday i tried to full scan my PC but unfortunately the scanning process couldnt be finished. I've tried reinstalling the program, updating it but it keeps getting stuck on some files (i have even removed some of those which the scan was stuck on but there are even more of them). Currently it's stuck on scanning a file in 'C:\$recycle.bin'. Does anybody know a solution?

Replies

Kudos0

Re: Norton 360 Full Scan won't finish

Hello

You can try emptying the recycle bin. You can also turn off the scanning of zipped files since once you unzip the files, they will then get scanned. The scanning of zipped  files usually slows down the program. Cutting the time it takes your computer to become idle also helps. I have my idle timeout down to 1 minute. This will also cut down the time it takes for the background tasks to get done also.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton 360 Full Scan won't finish

I'm having the same issue over here https://community.norton.com/en/forums/norton-security-227-full-scan-stuck

But I don't know if Norton 360 uses the same engine version as Norton Security.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

Hi @Paweł C. @SGFC,

Thanks for reporting this issue. Could you send me logs? I'll send you a private message with the steps to collect logs. Please check your inbox when you find time. Thanks.

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Norton 360 Full Scan won't finish

I can no longer reproduce it. I think it might've been caused by a file from LiveUpdate and with today's updates it's gone.

I ran two full system scans without issue.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

Hello

Patch 22.7 has been pulled.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton 360 Full Scan won't finish

So I guess I'll uninstall it because the issue came back today.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

You point to this thread in Norton 22.7 - Hot Issues and Fixes (https://community.norton.com/en/forums/norton-227-hot-issues-and-fixes-0).

However, you define there the thread as "System Scan continues to run for longer than expected / is stuck at "initializing" / CPU at 100% and scan freezes".

Well, Full Scan does not "continue to run for longer than expected", nor "is stuck at initializing" nor "CPU at 100%".

As one commentator wrote, what really happens is "I start a manual full system scan, it freezes the interface and doesn't show complete, the scan stops but since it doesn't show complete and you can't stop the scan or X it out.

You have to restart (CPU usage drops to 0% after a while), once you restart and try to run full system scan again it shows a scan complete window".

So forum's moderator: please update the 'Norton 22.7 - Hot Issues and Fixes' thread's description. Thanks

Kudos0

Re: Norton 360 Full Scan won't finish

Same problem.  Run full system scan...cannot finish.. Norton Security stops working and Windows shuts it down. No error code.

Cannot finish LiveUpdate neither. Gave error code for Live Update is 8920.208

Unintalling and reinstalling now. This is happening on my son's Lenovo with Windows 10

Kudos0

Re: Norton 360 Full Scan won't finish

I'm having the exact same issue that gilgil has outlined.

  1. I try to do a manual full scan.
  2. The scan gets stuck before completing.
  3. Disk usage drops to 0%.
  4. I can't close or kill the task; the only way to kill it is to restart the computer.
  5. If I try to run another full scan upon rebooting, I see a "completed" scan screen.

Notably, LiveUpdate works fine. Also, I've tried completely uninstalling and reinstalling, which doesn't seem to help.

This only began happening once I restored a file from quarantine. Now I'm worried that my computer might be infected.

Kudos1 Stats

Re: Norton 360 Full Scan won't finish

Hello Anthony

Has your Norton program recently updated to version 22.7.0.76? Might it have updated around the same time as you restored a file from quarantine?

If you know which file it was that you restored, you can send it to www.virustotal.com  They will scan the file and give you an almost instant answer.

You can also submit that file to Symantec for further analysis.

Please use this link if you think that a file is a false positive:
https://submit.symantec.com/dispute/

If there is a possibility that the file might be infected, please submit it to Symantec using this link:


https://submit.symantec.com/websubmit/retail.cgi?OpenDocument&src=submit



Another alternative which is fast you can use Virus Total

http://www.virustotal.com/index.html

Thanks.




 

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton 360 Full Scan won't finish

I was running 22.7... I can't remember if it was exactly 22.7.0.76.

I connected to the live chat and somebody helped me out. The first full scan seems to have been completed. I also just noticed that I'm running version 22.6.0.142. I'm heading to bed now, but I will run an update and attempt another full scan tomorrow to see if everything is still working properly.

Unfortunately, I don't remember the exact name of the file or the exact location anymore. And I've uninstalled and reinstalled a couple times myself, and once again with the helper on chat. It was something like x86launcher.exe or x86launcher_.exe and it was supposedly associated with Valve's Steam software.

Thanks for responding. I'll be back if I run into further issues. No news is good news. Keep your fingers crossed for me :]

Kudos0

Re: Norton 360 Full Scan won't finish

So as soon as I booted up my computer today, I ran LiveUpdate. The program updated. Restarted my computer. Ran LiveUpdate again. Applied patch. Executed full scan. Now I'm running version 22.7.0.76. And it froze once again. This is beginning to get real irritating, having to wait 45 minutes to an hour in order to find out the program whether or not the program is working properly, which usually is not the case. I am going to try connecting to chat again...

Kudos0

Re: Norton 360 Full Scan won't finish

Hello Anthony

The 22.7.0.76 has an issue  with the full system scan freezing up for some users. It is one of the Hot Issue and fixes Announcements listed in the Announcements of top of the Forum. They are investigating the issue.. It was working when the tech support put you back to 22.6.0.142. I would suggest that you stay on that version until that issue is fixed.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton 360 Full Scan won't finish

Thanks for your reply. Yeah, I already reinstalled my OS. 22.7.0.76 was working on my computer for a while before this happened. I'm certain that it has nothing to do with the update itself.

Kudos0

Re: Norton 360 Full Scan won't finish

I have Windows 10 and Norton Premier 360 22.7.0.76.

 this has been going on for about a week, Same problem as:

"So as soon as I booted up my computer today, I ran LiveUpdate. The program updated. Restarted my computer. Ran LiveUpdate again. Applied patch. Executed full scan. I'm running version 22.7.0.76. and Full Scan froze once again. This is beginning to get real irritating, having to wait 45 minutes to an hour in order to find out the program whether or not the program is working properly, which usually is not the case."

Usually if I stop the full scan, click on the "Stop" button, which seems to do nothing and doesn't stop the scan or it really does but there isn't any screen feed back to indicate it stopped.  Then reboot the computer and run Full Scan, immediately it shows the full scan completed with the results of scanning 720,000 files (which is correct) and indicates a successful scan in the scan log with the correct results.  But the time it took to scan is 7 to 8 times longer than it should, previous scans indicate about 30 minutes, which means the full scan is keeping track of time but not scanning.

Kudos0

Re: Norton 360 Full Scan won't finish

PS,  the drive is a SSD, solid state drive, very fast, 30 minutes to do a full scan.  Nothing else is running except the OS and whatever the services are doing.

Kudos0

Re: Norton 360 Full Scan won't finish

Having the same scanning issue myself. I only just got norton too, not very impressed!

Kudos0

Re: Norton 360 Full Scan won't finish

Hello All

Please see the Hot Issue Announcement.

https://community.norton.com/en/forums/norton-227-hot-issues-and-fixes-0

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton 360 Full Scan won't finish

@floplot

Posting that link isn't very helpful considering it says;

Tony_Weiss; If you have comments or questions on the below items, you may wish to add them to the relevant threads that are linked at the end of each issue.

That would be this thread.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

Hi everyone,

We have released a new Norton Security Scan Hot Fix to address "Full System Scan stops at a random file or folder" issue. This update is available via Live Update targeting Norton 22.7.0.76 products. Please run Live Update until all updates are installed and then check if the issue is resolved.

Note: This will not change the product version and requires system reboot. 

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton 360 Full Scan won't finish

Hey Sunil_GA and floplot, it worked (thank you<3) but how come it's scanning far fewer files now?

Kudos0

Re: Norton 360 Full Scan won't finish

@Anthony01

There might've been an issue with Norton Insight too that was connected to the "stuck scan" issue. Norton Insight determines which files need to be scanned.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

Hello SGFC

What Sunil posted is also in the Hot Issues and Hot Fixes thread. You didn't see the part that was updated today.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton 360 Full Scan won't finish

Its still using way too much CPU though, and disk usage is still high when scanning. Disk actually goes up to 20 MB/S on task manager when nortons scanning.

File Attachment: 
Kudos0

Re: Norton 360 Full Scan won't finish

Kudos0

Re: Norton 360 Full Scan won't finish

@FattiesGoneWild, I know this issue is frustrating for you, and I'm sorry. For some customers, this issue looks like it's fixed with the Hotfix, but clearly others like you, it is not. So let's tackle this one with some clear information.

 Before I assume things, let's clarify the situation. You've done the following things, yes?

- Run LiveUpdate to receive all updates, until there are no more LiveUpdate Product Updates available
- Rebooted your system with Fast Startup turned off (information and instructions)
- Run a Full System Scan again

For everyone who is still seeing the scan issues, please be sure you've done the above. If you have, and the scan is spiking the CPU usage, please post here with details on what exactly is happening. Screenshots help, steps that you took to make the issue happen help, OS information helps. We thrive on information, and we want to fix this problem. Thanks for your help.

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

Re: Norton 360 Full Scan won't finish

@Tony_Weiss I done all of that of course. I will also up that even better. I just did a fresh and clean install of Windows 10. Guess what? The issue still exist. 

Kudos0

Re: Norton 360 Full Scan won't finish

Hi @FattiesGoneWild,

I've sent you a private message requesting logs for further analysis via the forum. Please check it when you get a chance. Thanks

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton 360 Full Scan won't finish

PM answered with requested information. 

Kudos0

Re: Norton 360 Full Scan won't finish

Virus scan stops before reaching 100% Last modified: 07/08/2016

Kudos0

Re: Norton 360 Full Scan won't finish

Im still having severe issues with norton aswell. High CPU and disk usage, see here for more info;

https://community.norton.com/en/forums/norton-227076-issues  

Kudos0

Re: Norton 360 Full Scan won't finish

Here's mine;

https://community.norton.com/en/comment/7072961#comment-7072961

I'm doing nothing with my computer. It's just running a full system scan.

Windows 10 Pro 64-bit current. Norton Security current.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

Hi @SGFC,

Thanks for reporting this issue.  I've sent you a private message requesting logs and more information on this issue via the forum. Please check it when you get a chance.

Sunil_GA | Norton Forums Administrator | Symantec Corporation
Kudos0

Re: Norton 360 Full Scan won't finish

Hopefully I don't have to log an entire full system scan. Because it'd take me forever to upload it.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

I'm uploading the complete logs now. Will post when it's finished.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

The upload is stuck at "Saving File..." and it took over 4 hours because of my slow upload speed.

Edit - I tried hitting "Submit" because it wouldn't say finished and now the file is gone. I don't really want to spend another 4+ hours uploading again.

Edit - Trying to upload it again and it said 5+ hours and now it says;

No time remaining and the upload rate is negative bits per second.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

Nope, I'm not trying to upload the logs again. I've tried twice now and it took a total of 10 hours approx. The first time it wouldn't save the file. The second time it tried to save the file again and then the session expired.

Windows 10 Pro 64-bit / Norton Security v.22.17.x
Kudos0

Re: Norton 360 Full Scan won't finish

Comment Promoted To: 

[Admin Edit: Comment moved to thread of its own Norton Full Scan won't finish]

File Attachment: 

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