• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Norton not able to perform scan....

I just purchased Norton anti-virus yesterday, but the program isn't able to perform a quick or full scan. When I select "fix this," the software runs for quite some time before telling me it can't fix the issue and that my computer is at risk. I tried searching Google and going through the forum, but I'm having trouble figuring this out. Help?

Replies

Kudos0

Re: Norton not able to perform scan....

Hi @L.L,

Sorry for the trouble. Please follow the below instructions for us to troubleshoot more into this.

  1. Download the tool from here:ftp://ftp.symantec.com/misc/tools/mactools/GatherSymantecInfo.zip
  2. After download, with the file on the Mac client where you are facing these issues, double-click on the file to expand it. It will contain the GatherSymantecInfo.command file as well as a folder called SupportFiles.
  3. Double-click on GatherSymantecInfo.command. It will open a Terminal window.
  4. Enter your administrator password (it will not echo on-screen) and press Enter.
  5. Gathering information... message will appear.
  6. When it completes to run, you can find SymantecInfo.zip archive under Desktop directory.

I've sent you a private message to where the logs needs to be shared. 

Once its shared, we will analyze and try to revert as soon as possible.

Thanks

Kudos0

Re: Norton not able to perform scan....

I'm having the same problem. I used the tool to gather info. Please tell me where to share it.

Thanks!

Kudos0

Re: Norton not able to perform scan....

Hi DNPE

I would have thought, you will need to sent it to Rajesh via PM(?)The more users providing samples, the easier would be for the engineers to find the root cause.

Thanks

This thread is closed from further comment. Please visit the forum to start a new thread.