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Kudos0

Norton Full Scan won't finish

Hi there,

I'm having the same issue here. Norton gets stuck when running a complete scan in my PC. Issue occurs exactly as reported by other users. I am not able to stop Norton once it gets stuck (I'm forced to reboot my PC). I saw there is a hotfix for version 22.7 (2016), but I'm in 22.9. I've attached a screen shot.

If the problem cannot be solved (apparently it is happening since 2016), I would appreciate a refund proportional to the time left in my license.

Antonio Intini

Replies

Kudos0

Re: Norton Full Scan won't finish

Hi @ANTONIO INTINI,

Thank you for reporting an issue to the Norton Community. Could you please try running Full System Scan with Compressed File Scan option disabled and let us know the scan status? Also, is scan stopping at same folder/file? Please provide Norton product installed version number and Operating System details. 

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Norton Full Scan won't finish

Hi, Sunil. I am having exactly the same issue as Antonio.

When running a Full System Scan with Norton 360 Version 22.9.4.8, the scan does not finish and stops on a random item number. I am currently running a scan and it is stuck on 476,933. The item number seems to be random each time and I am completely unable to close the Full System Scan window, even after prompting the scan to stop. I am forced to restart my machine.

As per your response to Antonio, I ran a Full System Scan with Compressed File Scan option disabled and this scan did complete. Something in the vicinity of 500,000 items were scanned with no security risks.

I have also completed the steps outlined at https://support.norton.com/sp/en/au/home/current/solutions/v59829348_End... and the scan resulted in the following

killerservice.exe

NetworkManager.exe

After doing some short investigating, it appeared that neither of these executables posed any direct harm and may in fact result in my device losing wireless internet functionality? Consequently, I did not remove them.

Below are my devices specs as per your request.

MSI GT70 2PE Dominator Pro Gaming Laptop

Windows 8.1

Norton 360 Version 22.9.4.8

Intel(R) Core(TM) i7-4810MQ CPU @ 2.80GHz

16.0Gb RAM

I am sincerely hoping you can assist me with this matter as I would really love to have my Norton 360 functioning correctly once more.

Thank you.

Kudos0

Re: Norton Full Scan won't finish

Hello Synesthesic

Here is a site which tells you about those 2 files that you have mentioned.

http://www.freefixer.com/library/file/KillerService.exe-131055/

We do recommend users to disable the compressed  file scan if they have issues with it enabled. When you extract the files, then Norton scans them. If the scan finishes with the compressed file scan disabled, it's still ok.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 2004 N 360 22.20.5.39 Chrome latest version.
Kudos0

Re: Norton Full Scan won't finish

Hi @Sunil_GA,

See below the answers to your questions:

When I ran "Full System Scan with Compressed File Scan option disabled", as requested, the scan worked fine.

Right after that, I tried to run a new scan with the compressed file scan enabled, and then the scan crashed again (it freezes and I'm not able to close Norton, just as reported in the initial message).

It is not stopping at the same file / folder (freezing always occurs on a different file / folder).

Current version: 22.9.4.8.

Operational system: Windows 10 64 bits.

Looking forward for a reply.

Regards,

Antonio Intini

Kudos0

Re: Norton Full Scan won't finish

@Sunil_GA, any insight on that?

Kudos0

Re: Norton Full Scan won't finish

Hi @ANTONIO INTINI,

I have sent you a private message requesting more details via the forum.  Please check it when you get a chance. Thanks

Sunil_GA | Norton Community Administrator | NortonLifeLock
Kudos0

Re: Norton Full Scan won't finish

Hi @ANTONIO INTINI,

Are you still facing this issue? Pleas let us know the current issue status. Thanks

Sunil_GA | Norton Community Administrator | NortonLifeLock

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