• 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 Security with Backup install stalls on Windows 10

I have installed NSB on three Windows 10 systems so far without a hitch. The fourth is giving me a headache.

This is a 2008 Dell Mini 9 netbook running "regular" (that is, not Insider Preview) Windows 10 Pro (32-bit), upgraded from Windows 8.1. It had previously been running Norton 360 Premier. I got the warnings that it was incompatible and downloaded a new installer from my Norton account. This started to install, but after a few minutes the install hung with the billboard talking about "more than backup". The install app was unresponsive and I had to kill it.

So then I tried Norton Security with Backup (for which I had plenty of licenses left.) Same thing (and same billboard). Then I ran the Norton Removal Tool, rebooted and tried NSB again. Hung in the same place. I left it for several hours and no change. Task Manager says that the installer is not using any CPU.

Curiously, I am still getting the alerts from Windows 10 that Norton 360 is not compatible...

Tips to get this install to finish would be appreciated. If I can provide more information, let me know.

Steve

Replies

Kudos0

Re: Norton Security with Backup install stalls on Windows 10

Hello steve

Please see this link from our Tech Outpost Forum

https://community.norton.com/en/forums/windows-freezes-or-applications-freeze-after-you-install-security-update-3076895-0

Have you installed that update?

You could also try it with a fresh installer

www.norton.com/latestnsbu

Please come back and let us know how you made out.

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Norton Security with Backup install stalls on Windows 10

Thanks, but no go. The article about the Windows Update seems unrelated and my system doesn't have that update.

I ran the Remove tool again, rebooted, and tried the "latest" with the link you provided. (Even though I had just downloaded the most recent installer from my account.)  Same behavior.

I took a closer look at the task manager. There are two NSBU installer processes running, one is just waiting, the other is consuming all the CPU and is listed as "Not responding".

I did find a file in TEMP with a name starting with SymNRT, but that's the remove tool log. Where is the install log?

Steve
Kudos0

Re: Norton Security with Backup install stalls on Windows 10

hi Stevel

You may know about Windows Fast Start-up which is enabled in Windows 10 by default. It can cause problems for Norton and other programs even Windows itself.

If you are not familiar you may wish to have a look at the information in the thread/article linked below, users have noted that many difficulties are helped when Fast Start-up is turned off:

Windows Fast Start-up 1

Windows Fast Start-up 2  

Michael

Kudos0

Re: Norton Security with Backup install stalls on Windows 10

Thanks, Michael, I will try that next. Do you know where the installer log is placed? That may help someone understand the problem.

Steve
Kudos0

Re: Norton Security with Backup install stalls on Windows 10

You will find the installer logs under C:/ProgramData/NortonInstaller/Logs
 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security with Backup install stalls on Windows 10

I tried disabling Fast Startup, ran the remove tool once again, restarted manually and tried again. No change. It gets some way into the install and just hangs. The log has no clues - it's copying files and just stops after half an hour or so. The various attempts stop at different places, so it's not always the same file in the log.

What's interesting is that if I kill the install and reboot, it will sometimes pick up where it left off. I've restarted it for a second time and I now have a yellow bar under "Installing" which I didn't have before. Maybe what I have to do is just keep restarting the system until it finishes.

Steve
Kudos0

Re: Norton Security with Backup install stalls on Windows 10

I'm wondering if this could be a hard drive issue. 

To check your hard disk, click on the Windows Start button. Type CMD. Right click on cmd.exe and click on run as administrator. In the command prompt type "chkdsk c: /r"  without the quotes. A message will come up asking if you want to check the disk on the next restart. Answer 'Y'. Reboot and the check disk will run before Windows starts up. This check will check the file system as well as the physical disk surface. This scan can take a long time, depending on the size of your hard drive.
 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Norton Security with Backup install stalls on Windows 10

The system disk is an SSD, so there is no surface to check. I haven't had this sort of issue with other product installs, but I will do some checks. I may just give up on Norton for this system and leave Windows Defender in place. It's not as if I use the system much anymore (and never outside the home.)

Steve

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