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Kudos0

Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

Hi --

My Norton 360 v3 keeps complaining that my PC is at risk and needs to be scanned for viruses and spyware. I just completed a full system scan, including optimizing the disk fragmentation, temp files, registry etc.

I have confirmed that the scan ran successfully by going into Tasks > View Security History. It shows a "Full System Scan" running 0:15:33:26 (~15.5 hours), scanning 4.5M items, and with 0 risks detected. However, Norton still shows the red "X" indicating that there is a problem.

When I open Norton, it shows a big red "At Risk!" button, with the label "Your PC needs to be scanned for viruses and spyware". Under the "PC Security" column, it says "At Risk" as well. If I click "View Details" under the "PC Security" column, I get a window that shows a number of Items (Virus and Spyware Scan, Definitions Update, Auto-Protect, etc). Under the Virus and Spyware Scan it says "Never Run", which is really weird given what the log file says.

Any suggestions on how to fix this?

Thanks,

Ramon

Replies

Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

Do you have One Click support under Help & Support.  Click on that and it will scan for errors, and will eventually take you to support.  Give that a try first.  If you still have an issue, get back to us.

As long as Norton is scanning properly, it is unlikely to be malware.  If you have any other security software that is scanning in real time, you could have a conflict.  Or if you had a different product on the machine that wasn't properly removed before you installed Norton.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

I don't have a link that says "1 Click Support", but when I click "support" a window with that title pops up.

It then scans for a while and shows a Results page with 2 entries:

Full System Scan needs to be run. Status: Requires Attention.

Quick Scan needs to be run. Status: Requires Attention.

I just looked at the looked at the log again and confirmed that I successfully ran a full scan within the last 7 days (on 8/4/2009).I also completed a Quick Scan on that same day, after the Full Scan finished.

any suggestions?

Ramon

Kudos1 Stats

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

Hi felciano:

Check under Help & Support for the version number of your product.  Let us know what that says.

Also, you can download the intelligent updater, first on the list for your product.  Update N360, reboot, and then run a full system scan to see if that corrects the issue.

http://service1.symantec.com/SUPPORT/nav.nsf/docid/1998082013035306?OpenDocument&src=sec_doc_nam

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

The version number says:

  • Version: 3.0.0.135


I am downloading the Intelligent Updater and will give it a shot.

Thx,

Ramon

Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

I have run the updater but the version number is unchanged -- is that the right version I should be using to do a full scan (it takes a long time to do so I want to make sure things look right before kicking it off).

Ramon

Kudos1 Stats

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

That is the correct version felciano.  The intelligent updater will give you all of the latest definitions.  Run a full system scan.  If that fails to correct the issue, the next step will likely be an uninstall/reinstall to correct whatever file is giving you grief.

If that comes to pass, I will get you links to the Norton Removal Tool, and for the latest version download.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

No luck. Just completed a full system scan (~11 hrs, 4.7M items scanned, zero risks detected) but the red "X" is still visible everywhere. Any suggestions for what to do next?

Ramon

Kudos1 Stats

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

felciano:

Your manual scans are running successfully, but not registering.  Is N360 doing the auto and manual liveupdates properly?

You did not answer my question about other security software that was on your system before N360, or is on there at present.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

Hi --

Sorry I missed those other questions. No, there is no other security software running on the system. However I used to have Windows Defender installed, and have also had previous versions of Norton System Works and Norton Antivirus. When upgrading to Norton 360 2.0 I did a clean install using the full removal instructions on your site, so hopefully there are no remnants of those products lingering about.

N360 is definitely launching auto-scans (the little Yellow dialog box slides up above the system tray) and appears to be downloading updates correctly. For example, the Security History shows a bunch of entries around antiphishing definitions and intrusion definitions downloaded. However it doesn't look there is a similar entry for antivirus definitions -- should those show up in the history?. I'm not sure how to confirm this explicitly -- is there a way to test this?

Strangely, the icon in the system tray no longer shows an "X", but just a yellow circle with a circular black arrow in it. However when I open up N360 I still see the red warnings everywhere.

Ramon

Kudos1 Stats

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

felciano:

If you are still on N360 v2, you should probably do the next upgrade to v3.  That may self-correct the problem. You can do it exactly the same way you upgraded to v2, but when you have v3 on your desktop ready to install, run the Norton removal tool twice with a reboot between each one.  That may remove whatever corrupted file is causing the issue.

http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039

Then you should be able to install the latest version and update it until liveupdate says no more are available.

See how that goes.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

Hi Delphinium --

Sorry I think I may have misstated things. I am on Norton 360 v3.0. Before that I was on N360 v2.0. During the upgrade process from v2.0 to v3.0, I did (or at least tried) to do a complete uninstall before installing N360 v3.0.

Based on that, do you still think I need to do a full uninstall, reboot x 2, then re-install?

Thx,

Ramon

Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

Also, it looks like your link points to the removal instructions and backup + removal tool. Is there an authoritative place where registered owners can download the latest version of N360 v3.0?

Thx,

Ramon

Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

Hi all --

If anyone is tracking this thread, I did a complete un-install and re-install by following Symantec instructions (i.e. using their removal tool) and added 2 more extra full restarts between uninstall and re-install. The process took several hours overall, but appears to have done the trick -- full backups are working and showing up as completed.

The only remnant I see is that there appear to be duplicated back up sets in Norton Backup online, but I assume it is easy enough to delete one of those using the Norton Backup Drive.

Thank you all for your help!

Ramon

Kudos0

Re: Norton 360v3 doesn't recognize successful virus scans (still shows red 'X' icon)

That's good to know felciano.  I'm sorry you didn't get more answers when you needed them.  I use NIS2009 and spend more time on that forum.  I'm glad the upgrade worked.
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain

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