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Kudos0

Norton Antivirus hangs on system start

When I perform a system reboot  (cold start) the NAV symbol just runs and runs and doesn't stop. CTRL/ALT/DEL doesn't affect it, and no other program can be started. This NAV is an older install so I wouldn't mind deleting the whole thing and starting over again with a new, totally fresh install of the newest version. But right now I can't use my computer!!

Thanks for help. 

Replies

Kudos1 Stats

Re: Norton Antivirus hangs on system start

Hi fredhanson -

Reboot your computer into *Safe Mode* and remove it from there.

You can access this mode when you restart the computer - upon boot, press and hold your "F8 Key" which should bring up the "Windows Advanced Options Menu."  Use your arrow keys to move to "Safe Mode" and press your Enter key.

Let us know how it goes.

Thanks.

Message Edited by Compumind on 05-27-2009 09:15 AM
CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos0

Re: Norton Antivirus hangs on system start

Thanks, Compumind.

I have to ask what procedure to use to remove NAV i n Safemode. I looked up NAV removal before (pesumably before there was a problem like this ) and it was a bit multi-step process.

What steps should I follow here? Just delete the NAV directory, or more?

TIA.

Fred 

Kudos0

Re: Norton Antivirus hangs on system start

Hi fredhanson -

No, do not remove it manually.

Please do it via the Control Panel - Add/Remove Programs.

Let us know how it goes.

TIA  

Message Edited by Compumind on 05-27-2009 10:13 AM
CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos0

Re: Norton Antivirus hangs on system start

Thanks again, Compumind. Here's what happened.

Started in Safe Mode and ran Add/Remove Programs. When I selected Norton Antivirus I got the following window:

Setup Requirements Check 

Setup has detected windows is running in  Safe Mode. Please restart your machine in normal mode. Setup will now exit.

OK box.

When I OK'd machine returned to Safe Mode and nothing happened.

I then restarted computer in normal mode. NAV keeps rotating, but I also have Add/Remove Programs window opened. Can I now select NAV Remove, or is that disaster?

Any other suggestions welcome 

Fred 

Kudos0

Re: Norton Antivirus hangs on system start

Hi fredhanson -

I am sending you a Private Message.

Please look at the top right hand corner of your screen for it.

Thanks.

CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos0

Re: Norton Antivirus hangs on system start

One other odd thing. The computer shut down by itself. I left it in normal mode, NAV waterfalling, Add/Remove Programs up. Ten mionutes later the on/off light on the tower was flashing, when I moved the mouse the computer shut down!
Kudos0

Re: Norton Antivirus hangs on system start

Compumind, I hope you don't mean the Private Message is "X" [close] cause I'm in a heck of a fix right now.
Kudos0

Re: Norton Antivirus hangs on system start

Hi fredhanson -

Do you see the yellow envelope icon in the top right hand corner of your window?

Kindly scroll up to the top.

I want to help you.

CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos1 Stats

Re: Norton Antivirus hangs on system start

Compumind:

There may be others with this issue.  Information should be shared on the thread rather than through PM.  Rather defeats the purpose of the forum.

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

Re: Norton Antivirus hangs on system start

Hi delphinium -

Any information about this problem would be shared in this thread, as usual.

I appreciate your concern.

CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos0

Re: Norton Antivirus hangs on system start

Hi fredhanson -

Could you please tell me what Norton product and Operating System that you have installed on your system?

It would better assist me to help identify the problem.

Thanks.

CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos0

Re: Norton Antivirus hangs on system start

Hi Compumind. I'll describe my setup.    My O/S is Windows XP SP1. (It's a long story why I didn't upgrade, mostly  fear reaction to the bad postings in the early days of SP2 availability-and then it seemed too late to upgrade.)                                                                                                               The Norton programs that are listed in Add/Remove Programs are: (1) Norton Antivirus--2006.  (2) Norton Internet Security--no date, but my last install is from 2004  (3) Norton Security Scan,   (4) Norton WMI Update.   I hope this helps describe my problem.    Fred

Kudos0

Re: Norton Antivirus hangs on system start

Hi fedhanson -

There's quite a bit of work to be done.

The best way, IMHO, is to have you remove the older Norton software and have you running NIS 2009.

I have to run now, but I will be back with instructions.

Hang tight.

TIA

CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos0

Re: Norton Antivirus hangs on system start

Fredhanson:

Have you still got the Norton 2006 disc, or was that a download from the net?

The problem is to get your computer working to the point that you can remove the old programs, download a freeware antimalware scanner to make sure your system is clean.  Then we have to have you update your machine to at least SP2, preferably SP3, so that you can then download NIS2009 as a free trial. Apparently you have downloaded Norton Antivirus over the top of Norton Internet Security. You will need to purchase a subscription prior to the end of that period to continue the protection.  I would recommend staying with NIS2009 as that provides a firewall as well.

I am hoping that you can uninstall one of those programs booting from the disc.

What Firewall program do you have now?  Are your other Windows updates current?  Have you been keeping your NAV2006 current?

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos1 Stats

Re: Norton Antivirus hangs on system start

If you don't do all the steps here at least run the Norton Removal Tool and clean out the old Norton software so you can get one version to run.  Let us know what you decide to do and we can help you from there.

1) Copy your Norton key for safe keeping just in case you need it. You should not need this but it is better to have the key on hand than to need it and not have ready access to the key. You can find a copy of your currently installed key in My Documents\Symantec\Norton Internet Security_Key.txt.

2) Download the Norton Removal Tool from this link. Norton Removal Tool Choose the NIS2009 link and the Norton Removal Tool (NRT) to your desktop. Directions are on the link page.

3) Download the latest version of NIS2009 from this link. Reinstall After Removal Choose the Norton NIS2009 link on this page. On the next page you can download the latest NIS2009 installation software.

4) Disconnect from the Internet until your system needs the connection later in the process.
    

   SKIP THIS STEP #5 AND JUST REBOOT AND GOTO STEP #6. 


5) Go to START > Norton Internet Security > Uninstall and let NIS2009 uninstall itself. It will want to reboot the machine. Let it.

6) During the booting of your system, go to Safe Mode by tapping the F8 key until the Advanced Options menu is shown. Choose the Safe Mode option (no network or command prompt).

7) In Safe Mode, run the NRT tool. When the tool is finished, click on the Reboot to restart your system.

8) Let Windows boot into normal mode now.

9) Install NIS2009 by double clicking the file you downloaded and saved to your desktop in step 3.

10) When the installation asks for your key or says activating your product, reconnect to the internet then (plug your cable in or turn on the wireless card). [Note: The installation may not ask for your key and activate by using the previous key on the system. Your system will still need to connect to the internet at this point so updated definitions can be downloaded.]

11) Run the Live Update process manually until Live Update reports that there are no more updates to download, NIS2009 is fully up to date.

12) Reboot your system now to insure that any components updated during step 11 are loaded properly.

13) See if your error is fixed now.

Report back here with how this works for you.

Win10 x64; Proud graduate of GeeksToGo
Kudos0

Re: Norton Antivirus hangs on system start

I like the NRT plan.  Problem is he can't get the machine to function at all at the moment.  He is also still on XP SP1, so he can't install Norton until he updates his service pack.

Can you connect to the internet on SP1?

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

Re: Norton Antivirus hangs on system start

Hi fredhanson -

I'm back. Hey, I see that some friends are trying to help you.

dbrisendine's step-by-step plan is pretty much what I would do, so let's follow those steps.

Hopefully, we can have you up and running today.

Let us know how you do.

Thanks.

Message Edited by Compumind on 05-27-2009 08:56 PM
CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos0

Re: Norton Antivirus hangs on system start

Latest report and thank you's from fredhanson: 

dbrisendine--Thank you for these detailed directions. However, as delphinium surmised I can't yet connect to the internet 

delphium--Thanks also for your comments. It's no-go one the internet so far. I do have the Norton 2006 disc. Regarding firewalls I guess I have 2: one from my Verizon cable modem and one from Norton System Works 2005. I also have to admit [shameful face here] I stopped updating my NAV  and NSW more than ayear ago, so lots of the O/S and these programs are not current. I hope there's still something that can be done.  Of,yes, on the bright side I can get to Add/Remove programs, it's that's of any help.      

Kudos0

Re: Norton Antivirus hangs on system start

Hi fredhanson -

You could get the files posted above and transfer them via a USB flash drive to the system in question.

Please let us know.

Thanks.

Message Edited by Compumind on 05-28-2009 10:13 AM
CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos1 Stats

Re: Norton Antivirus hangs on system start


fredhanson wrote:

Latest report and thank you's from fredhanson: 

dbrisendine--Thank you for these detailed directions. However, as delphinium surmised I can't yet connect to the internet 

delphium--Thanks also for your comments. It's no-go one the internet so far. I do have the Norton 2006 disc. Regarding firewalls I guess I have 2: one from my Verizon cable modem and one from Norton System Works 2005. I also have to admit [shameful face here] I stopped updating my NAV  and NSW more than ayear ago, so lots of the O/S and these programs are not current. I hope there's still something that can be done.  Of,yes, on the bright side I can get to Add/Remove programs, it's that's of any help.      


1.  A possible quick fix for internet access: 

a.  Go to Start>Control Panel>Users

b.  Create a New User with Administrative Rights

c.  Log off as your current user

d.  Log on as the new user

e.  See if this will get you internet access


2.  If you simply cannot get rid of all those old Norton Products, even using Norton Removal Tool, there is something that should work for you.

a.  Download the free computer cleaner from ccleaner.

b.  Install it but don't run it yet.

c. Open My Computer and work your way to Program Files.

d.  Delete the Symantec and Norton folders.  Note: you may be denied access to some of the files in these folders.  In this case, go into each folder and delete as many files as you can, same for the folders.  You might be left with about three or four files you won't be able to remove.

e.  Launch ccleaner and click on the registry tab.  Then click on analyze.  It will find a lot of stuff to remove.  Click on FIX.  Let it make a backup when it asks you if you want it to.  Select Fix All.  After it is complete, repeat the process.  Do this until it stops finding things.

f.  Reboot and see if you can remove whatever files you could not remove earlier from the Norton and Symantec folders in Program Files.

Note:  This is a brute force operation.  But I have been playing with ccleaner for two weeks now and have it found it aggressive but without producing any damage on the seven computers on which I have tried it.


Keep in mind that even if you get a positive outcome from the above, all the advice given earlier is good and needs to be followed as much as possible:

a.  backup your data to an external drive

b.  you want to upgrade to at least SP2 and SP3 would be even better.  Just run Widows Update and accept ALL their critical updates.

c.  you want to download the trial version of NIS 2009 and if it works for you, purchase the license in a reasonable amount of time.

d.  develop a good schedule for backing up the important data on your computer (Acronis is one good product, as Compumind mentioned elsewhere; some users really like Norton's Save & Restore; I now prefer online backup; Mozy is a good choice and SugarSync might end up being very popular).


However, also consider the following:

If your system simply does not behave well, if you are experiencing crashes, and viral behavior, the best solution might be reimaging your harddrive.  Even for a machine as old as yours, you should have reinstallation disks available to restore your computer to the earlier factory state.  If you do so, make sure you back up all your important data first (financial records, tax stuff, spreadsheets, email, documents, music, pictures, videos, activation keys and similar installation codes, etc).

Good luck, and please keep us informed.

mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos1 Stats

Re: Norton Antivirus hangs on system start

Hi Fred:

Since you do have internet access on another machine, I would suggest that you remove as many of those programs as possible through add remove, and then download the Norton Removal Tool via thumb drive or floppy, what ever you have to clear out as much as possible.

You will also be able to download Ccleaner as Mij suggested the same way.  Use this product carefully.  It will ask you if you want to save a back up, say yes.  Delete anything that is related to Norton, Symantec, etc.

 Now you will have a clean start.  It is unlikely that this is a malware issue, but you have certainly been naughty.

Perhaps Mijcar can give us an idea of how to get you updated to service packs two and three so we can get you rolling again.  I foolishly uninstalled sp3 one time, which also took out sp2 and left me unable to access the net to recover them.  Downloading is difficult because Microsoft looks at the machine you are trying to download it into and says you already have it.

Once we get you on the internet, you willo be able to download the free trial of either NIS or NAV.  If your 2006 subscription for NAV is still current, you will be able to use that activation key to continue the subscription in the 2009 product.  If you go that route you will require a firewall product as NAV does not have one.

If you are not intending to use this machine on the internet, these products may not serve your purpose as they must have internet access to activate and to update.  Let us know what your plans are in this regard.

Have a great day, Fred.

Message Edited by delphinium on 05-28-2009 08:40 AM
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos1 Stats

Re: Norton Antivirus hangs on system start

fredhanson -

Can you try Safe Mode with Networking?  I believe that I saw where you could get to Safe Mode to run some tests / scans.  If you can, then just download the Norton Removal Tool and clean all the left over mangled Symantec files out of your system.  Once that is done, you can install NIS2006 again if you want or download and install NIS2009 as a fresh start.

Win10 x64; Proud graduate of GeeksToGo
Kudos1 Stats

Re: Norton Antivirus hangs on system start

Hi -

I totally agree with the NRT.

Assuming that he can connect to the Internet. Otherwise the USB.

Message Edited by Compumind on 05-28-2009 11:52 AM
CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos0

Re: Norton Antivirus hangs on system start

That is a good thing, Compumind.  He has Norton System Works 2005, possibly with an antivirus component.  He has NIS 2004, and he has NAV2006.  All at once.  Possibly all trying and failing to update. We need it all gone, as soon as possible.  Then he will be able to do whatever he wants.
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton Antivirus hangs on system start

Hi fredhanson -

Just a note ...

When you run the NRT, reboot after that, run the NRT again and then reboot.

At that point you can install NIS 2009.

CompumindNIS 2009, XP-SP3, Vista-SP2, IE 8
Kudos0

Re: Norton Antivirus hangs on system start

Sorry Compumind:

Minimum requirements for NIS2009 is service pack 2.  We have to get him up and running.  We have not actually determined what the user wants to do with this machine. 

There is no need to force the user into hours of installing, and updating, and downloading, and so on, if all he wants is to clear the block on his machine so that he can use it as it has always been.

If he does not intend to use it for the internet, we would be doing him a disservice.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos1 Stats

Re: Norton Antivirus hangs on system start

fredhansen -

One other option to add to your 'tools' to help correct this problem is to do a Clean Boot into Windows.  The steps for this are outlined in this Symantec KB article   .   Trying this will help you determine if the Windows OS is corrupted or if the loading applications are blocking some functions in Windows.

Thanks for being patient with us as we try and work out the issues.

Win10 x64; Proud graduate of GeeksToGo
Kudos1 Stats

Re: Norton Antivirus hangs on system start


delphinium wrote:
... There is no need to force the user into hours of installing, and updating, and downloading, and so on, if all he wants is to clear the block on his machine so that he can use it as it has always been.

If he does not intend to use it for the internet, we would be doing him a disservice.


I agree with you, with this caveat:

It would be worthwhile to try to discourage him from NOT getting his machine internet ready.

Even if he doesn't plan on using the internet, we all know how much new software is dependent on a minimum of an SP2 substructure and/or the ever-changing MS Frameworks.  Getting these updates without internet access is possible, but difficult.  The same logic applies to common biggies like Adobe Reader and various media players and viewers.

If his computer is internet ready, that doesn't mean he has to use the internet; but if his computer is not internet ready, that means he plain can't use the internet - a big difference.

Message Edited by mijcar on 05-28-2009 11:31 AM
mijN360 2013, v.20.1.0.24; Win7 Pro, SP1 (32 bit), IE 9, Firefox 14, No other active securityware
Kudos0

Re: Norton Antivirus hangs on system start

Well said, Mijcar.
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton Antivirus hangs on system start

My heartiest congrats to Dbrisendine, who hit on the solution to probably a lot of problems.  This was a tricky.  Hopefully Fred will come back to us and tell us how things progress.
Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Norton Antivirus hangs on system start

BEST NEWS--My computer is up and running!   Thanks to compumind, delphinium.dbrisendine, mijcar. Your comments and suggestions gave me hope over the past 2 days until I realized what I hadn't tried or done right. After multiple re-reads I saw the solution. Opened computer in Safe Mode with Networking. Got IE up, downloaded Norton Reversal Tool and ran it. When the computer rebooted in normal mode everything worked! Tears of joy, I tell you, espceially because I got into this fix by not doing the right thing over the past few years. So, thanks again. You all know this stuff inside out.                                                                                                                                                                                                                                                                                                                                                                              Now, I have a follow up question. As you have explained my best (cleanest) choice is to get to XP SP3 or 4. I do want to use this computer for Internet work. However, that these upgrades mean so much backing up I'm sort of not inclined to do it because I might buy a replacement desktop. My current one is around  5 years old, and it's getting tired ;-}. I see that to get NIS2009 or even Antvirus2009 requires SP2.  Is it possible to reinstall Antivirus 2006 and update the virus definitions? This would hold me over for a while until I replace the computer. Make sense or not? And again, thanks very much for getting my computer running again.  fredhanson

Kudos0

Re: Norton Antivirus hangs on system start

Hi Fred:

Has the 2006 version expired?  With that one, which is NAV, if I recall, you will need a firewall product to go with it that is compatible.  Therein might lie the rub.  It might be difficult to find an older firewall to download and the new ones might not like the old Norton.  I'm sure we will get some suggestions.  Comodo provides a free firewall that is well recommended.

You should probably talk to customer service to see what can be done

http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

Now that you are on the net, you can make use of the chat feature.

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

Re: Norton Antivirus hangs on system start

fredhanson -

Just a note on going to SP2 or SP3.  You don't have to backup anything.  If System Restore is enabled on your system then the installation of the SP will create a restore point to go back to should anything go wrong.  The update does not change or modify any of your personal files or data.  It only updates Windows OS files and components.

To check on System Restore, right click on a My Computer icon and choose Properties.  Look for a tab named System Protection (I believe; I run Vista now so trying to remember) and see if System Restore is enabled for your drive.  You can also make a manual restore point at any time from there.  This would allow you to undo bad installs, etc. and go back to a known working system for your Windows OS.

Glad this worked out for you.  And don't fear the SP; it will be OK.

Win10 x64; Proud graduate of GeeksToGo

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