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Kudos0

Norton Power Eraser Will Not Run

HI,

First off, I'm a bit of a novice in these matters so please bear with me.  Essentially the reason i'm posting is because over the last few days there has been a dramatic decline in the quality of  my PC's performance and, of course, this has gone hand in hand with a huge increase in performance warnings from Norton. Not being tremendously knowledgeable on this subject, all i have done thus far is run full system scans and though there were 2 risks resolved at the first time of asking (this would have been 2 days ago), my PC's performance has not improved.  This morning i tried to use the Norton Power Eraser, though there seems to have been an issue with this as i was given an error code (0X80045001) and advised of the need to restart.  This seems to be an unresolvable error for the eraser as it seems to advise of this error and request a restart every time i attempt to use it.  Long story short, i don't really know what to do.  Help.

Thanks i advance for any help offered.

Replies

Kudos0

Re: Norton Power Eraser Will Not Run

Hi Wolf_J:

Welcome to the Norton forum.

If you haven't already done so, try running a second-opinion scan with the free Malwarebytes Anti-Malware (MBAM) to see if it can find any PUPs (potentially unwanted programs) that might have been missed by your Norton AV scan.  Decline the 15-day trial of the Premium (realtime protection) features during installation and use MBAM as an on-demand scanner.  Start with a standard Threat Scan with the default settings and move on to a  Custom (full system) Scan of your entire hard drive if the Threat Scan finds nothing.

I don't recommend using the Norton Power Eraser, at least not for initial second opinion scans, because the NPE will scan for rootikits and bootkits that can embed themselves deep in your OS and damage Windows system files when NPE tries to remove the rootkit.  Rootkits scans are currently disabled by default in MBAM so start with this less aggressive scanner first.

Is it possible that you have an older computer - say around 9 or 10 years old?  Symantec employee Gayathri_R recently posted that there is a known issue running the latest NPE v. 4.3.5.28 on machines with older CPUs that do not support the SSE2 instruction set and I'm not sure if this bug has been fixed yet.

Since you're new to the forum, please note that Symantec started using new software for this forum on 15-Sep-2014 and it's still quite buggy.  You might notice long delays for your posts to appear in the forum, so just know that we're all experiencing the same problems.
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MS Windows 32-bit Vista Home Premium SP2 * Firefox 32.0.1 * IE 9.0 * NIS 2013 v. 20.5.0.28 * MBAM Premium v. 2.0.2.1012
HP Pavilion dv6835ca, Intel Core2Duo CPU T5550 @ 1.83 GHz, 3.0 GB RAM, NVIDIA GeForce 8400M GS

Kudos0

Re: Norton Power Eraser Will Not Run

Hi,

Thanks for your help.  I have a version of malwarebytes downloaded from quite a while though unfortunately not much happens when i try to access it. I have gone through the various Chameleon recovery stages for that program as well, to no avail.

My CPU is an I7 950 and it's about 2 years old now i'd say.

Oh, thanks for the heads-up.  I see i've submitted two threads with regards to this issues now.  I had not intended to do that.  My first thread was not showing initially and so i thought it had been lost. Apologies. I'll attempt to delete the other thread.

Thanks for your advice so far.

Kudos0

Re: Norton Power Eraser Will Not Run

Hi Wolf_J:

Thanks for your help.  I have a version of malwarebytes downloaded from quite a while though unfortunately not much happens when i try to access it. I have gone through the various Chameleon recovery stages for that program as well, to no avail.

Hi Wolf_J:

Uninstall your old version of MBAM using the MBAM removal tool (mbam-clean.exe) as instructed in the article MBAM Clean Removal Process.  Then download and install the latest MBAM v.2.0.2 from http://www.malwarebytes.org/antimalware/ and see if you can run your MBAM scans as described here.

If MBAM doesn't run after a clean reinstall, I would suggest that you register with one of the free malware removal forums recommended here by delphinium and work one-on-one with a malware removal specialist to run some diagnostics and see if your system is infected.  Each forum has their own specific guidelines (e.g., what diagnostic tools you will need and what information should be be included in your first post) that you should follow.  I've used the What The Tech forum myself and found their service was excellent, although it took a day or two for a removal specialist to be assigned to my case.

Could you also post back and let us know what Norton product you use (NAV, NIS, N360 or Comcast's Norton Security Suite), your current version number (look at Support | About - the latest version is v. 21.5.0.19, although a new v. 21.6.0.32 is being rolled out over the next few days) and your default web browser.  If you click the Perfomance link in your Norton GUI you should be able to see a graph that might tell you what processes have been consuming your system resources.  The yellow peaks in this graph denote high activity by Norton (e.g., NIS.exe, ccSvcHst.exe) while the blue peaks denote high activity by non-Norton processes like Windows Disk Defragmenter, Internet Explorer, etc.  If you click your mouse inside the graph where the high activity occurred, a pop-up will show you what processes were running on your computer.  The default window shows the past 90 min of activity on your computer but you can zoom out as far back as 1 month.

Here's a sample image showing blue peaks of high CPU activity by my Firefox browser (firefox.exe) - the yellow peaks starting around the 40 min mark were a monthly NIS full system scan that is scheduled to run once a month during system idles.

Note that high peaks of yellow Norton activity during system idles could simply mean that you have a background Norton task like the Idle Time Optimizer disk defragger attempting to run to completion when your system is in idle mode.  If you click Performance | Norton Tasks you can see the Last Run time of your background Norton Tasks and you might be able to correlate any high activity by NIS.exe or ccSvcHst.exe with one of these tasks.  If you want to post an image of your own Performance graph in your next reply Andmike has posted instructions here in the Forum Feedback board.

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MS Windows 32-bit Vista Home Premium SP2 * Firefox 32.0.1 * IE 9.0 * NIS 2013 v. 20.5.0.28
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

Kudos0

Re: Norton Power Eraser Will Not Run

Wolf_J wrote:

This morning i tried to use the Norton Power Eraser, though there seems to have been an issue with this as i was given an error code (0X80045001) and advised of the need to restart.  This seems to be an unresolvable error for the eraser as it seems to advise of this error and request a restart every time i attempt to use it.

Hi Wolf_J:

Sorry, I still haven't been able to find any information on your exact NPE error code, but I did find a thread by MarshallB in the Other Norton Products board titled NIS seems OK but NPE Error Code: 0x80004005,n4D,n26 .  In MarshallB's case, it turned out to be  a minor problem where NPE was unable to access the F: drive because he had removed his USB thumb drive. It's not uncommon for NPE to throw an error if it is unable to connect to the backend Symantec servers to look for product and definition updates before the scan is started, and I'm wondering if that's what's happening on your system. Hopefully it has nothing to do with your Windows system files.

If you'd like to know why you're getting this NPE error, you can contact Norton Customer Support via a Live Chat at www.norton.com/chat and tell them that you would like to submit NPETraceSession.etl and NPETraceSessionBoot.etl logs mentioned here so that they can see the details of the error message.
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MS Windows 32-bit Vista Home Premium SP2 * Firefox 32.0.1 * IE 9.0 * NIS 2013 v. 20.5.0.28
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, NVIDIA GeForce 8400M GS

Kudos0

Re: Norton Power Eraser Will Not Run

I have the same error code (0x80070490,n44,n66) every time I try to run Norton Power Eraser.  The reason I am trying to run it is that Chrome has a problem that a full Norton scan and a Malwarebytes scan, both in safe mode, did not remove:  When I try to use Chrome, a small, white window with narrow black borders pops up with a fake security message and tells me to click OK to go to a site that undoubtedly has malware.  When the window pops up, Chrome (all windows and tabs) freezes so that the only thing I could do would be to click OK, so I go to Task Manager and close Chrome from there.  I chose to install the real-time MalwareBytes trial premium version, and when I restart Chrome and try to access a normally safe website, it blocks Chrome from being redirected to a malware site several times.  If you think Power Eraser would not be good to use, what do you recommend?  I bought my computer new in June.  It has Windows 7 x64.   The problem started several days ago when clicking on a search result sent me to a site that must have installed the malware.  Fortunately, it does not affect Internet Explorer or Opera. 

Kudos0

Re: Norton Power Eraser Will Not Run

Hi, Ken. We wouldn't recommend anything other than Norton Scans and/or MalwareBytes/SuperantiSpyware, just to see if the pick up anything. I'd also suggest reinstalling Chrome after you've run Live Update, until no more are found.

If you are still experiencing problems, try one of the free malware removal sites in Imacri's post in this thread.

Windows 10 Home X 64
Kudos0

Re: Norton Power Eraser Will Not Run

As said by F4E, your good decision will be to sign up with a free malware removal forum where a malware removalist will work on one to one basis and clean your system. . . . . . . Then download the standalone version of Power Eraser from https://security.symantec.com/nbrt/npe.aspx?&OpenDocument&src=npe and check if it helps.
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!

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