Norton Driver Updater Issues Big Time

Hi Richard, sorry to hear that! Basically the Driver Updater creates a restore point before each update. So please reset the computer to the last available update.

Then please start the Driver Updater once, do not perform any updates and close the software again. 

In order to be able to help you I would like to ask you to send us your log files executing our Support Tool utility.

The support tool is available under c:\Program Files\Norton\Driver Updater\

Please run the “SupportTool.exe” and follow the instructions. Once it is done, please send me the "FILE ID" here via private message - so we can analyze the logs with your report on our server.

Thank you.

-Uli

Hey Rick,

I went through the issues you're having and in the end had to do a full reset and reinstall Windows which got my system going but you always lose things when you do that. I ended up using the Norton Ultimate Help Desk which cost me $29 but it was worth it because they really know their stuff unlike the people you get when you call their contact number for help. I rang them many times but they couldn't help me and in the end said it wasn't their problem. The Help Desk can remotely take over your PC to fix it for you, even though my system was too damaged by the Norton Driver Updater even for that but he was able to talk me through step by step. If I had my time over, obviously I wouldn't instal the beta Norton Driver Updater, but after that I would get onto the Help Desk bloke straight away in the hope that he could salvage my system without having to do a complete reinstall of windows. Good luck. 

Hi Richard, 

I wouldn't waste my time with the Norton contact people, I spent days in chats with them and finally got sick of that and said could I please talk to someone and that went for a couple of days and got me nowhere until they said I couldn't prove it was their product that caused the issue.

The first Ultimate Help Desk guy got me to install a couple of programmes on my phone so he could see what was happening on my screen and we tried all the normal stuff, including system restore points, but even though I always have several system restore points available, somehow this bloody programme even screwed that. He was good and spent hours with trying all the different options and then he had to go, so I tried again the next day and this guy was even better. Once he saw what I'd tried the previous day with the other bloke he said you have no choice you have to reinstall (reset) Windows. I wasn't happy about it but that's where I was with the damage the Norton programme had caused to my system. He was very good and stayed with me the whole way through and just talked me through it all step by step until I had my system working again. Hard to believe those people have anything to do with the Help Desk people, they were a different class and really knew what they were doing. The difference was so marked I wonder if they're a subcontracted company. Anyway, good luck mate. It's so wrong that we should have to go through all this grief because of a programme that it supposed to help. :-)

IF, your device will actually boot to the point where you can remove driver updater I would do so before restoring. Using a restore date that was before you installed DU. If a device doesn't boot the restore should be the same if it can be done, use a date that is before the DU installation. 

SA

Totally agree newbie, I've had the same issues and am now chasing them for compensation, but, surprise, surprise they are virtually impossible to contact. If you want to buy one of their products everything works perfectly, if you have an issue with one of their problems, good luck !!

Uli. With all due respect afforded to you and everyone in this thread. Lets all please understand the boilerplate being presented here. This product SHOULD have been tested "in house", thoroughly, and under real world scenarios, vice collecting "logs" from customer machines after an incident to do so. Telemetry, logs, are quantitative data , its not vetting of software before live time.

There are instances where this product has rendered the OS not bootable, yet, you're asking for logs. That cannot happen when a system cannot function. IMA, regardless of whether there was user interaction or not, with this or any other software, the results that follow, negative or positive, are on the software vendor. Moving customers into another help desk scenario to possibly resolve the issue, for a fresh fee is total nonsense. This product should NOT be bricking computers.

Understanding that some devices are custom built, the software used can and will be from multiple providers goes a long way in development. There have been many instances where Microsoft has delivered drivers via Windows Update, and customers have seen the same things that are happening here. In their case, there will be an additional fee to attempt to correct the issue, system restores fail, restore points are wiped clean from the system. Etc., etc. The same things are taking place with DU. Coincidence? Most assuredly not. THAT, is the message being conveyed in the thread. 

SA

Hi,

I want to underline again that these are only individual cases! Each case is of course very unpleasant and I am really sorry. And especially not intentional! And we try to help in every single case and to find out the cause. But as you have already said right: Windows itself has regular problems with driver updates.

We were informed e.g. about a problem where you can find on the Internet requests that it comes to bluescreens during the installation of a special driver - but only if certain functions are activated in the bios of a system.

Of course, these cases also occurred when our software installed this driver. We have now blocked this special driver on our side and are waiting for an update from the manufacturer.

We are already testing the software very extremely in-house. But exactly such cases are hardly detectable by us in advance.

Same thing happened to me GrumpyCustomer and I'm furious about it. Currently pursuing them for compensation.