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Kudos0

Unable to uninstall Norton Family - locks up on Initializi​ng

Hi,

My son's PC, which has latest NIS and NF installed, has an issue where I need to uninstall NIS using the Norton Removal Tool.  Unfortunately I first need to uninstall NF, however it locks up when initializing and gets no further.

Have tried in normal and Safe Mode, to no avail.  Have also tried rebooting PC with internet disconnected as per suggestions posted elsewhere, still no joy (it doesn't' get as far as asking me to log on to NF).

Please can someone help?

Replies

Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Hi,

My son's PC, which has latest NIS and NF installed, has an issue where I need to uninstall NIS using the Norton Removal Tool.  Unfortunately I first need to uninstall NF, however it locks up when initializing and gets no further.

Have tried in normal and Safe Mode, to no avail.  Have also tried rebooting PC with internet disconnected as per suggestions posted elsewhere, still no joy (it doesn't' get as far as asking me to log on to NF).

Please can someone help?

Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Hi canada_67,

I sent you a private message.  Please check it when you get a chance.

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Hi canada_67,

Please try the following to uninstall Norton Family first, then reinstall the program later.   Please remove the network cable first then try to uninstall/reinstall Norton Family.  For details, please read the post at  http://community.norton.com/t5/Norton-Online-Family/Cannot-Uninstall-Saftey-Minder/m-p/123630/highlight/true#M1155 .

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Katie,

Thanks again for reply.  As per my original post, have already tried unplugging network cable without success....

Martin...

Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Hi canada_67,

Please let me know why you have to uninstall Norton Family first to uninstall NIS?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Hi Katie,

Unfortunately the NIS installaton is corrupted and/or not working (comes up in task bar briefly on startup then disappears), hence need to uninstall using NRT however known issue with NF being identified by NRT as "Norton WinFax Pro" necessitating the removal of NF first....

Martin...

Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Hi canada_67,

Are you trying to remove NIS using NRT yourself or with NIS Support?  Have you checked with NIS Support Chat at https://support.norton.com/sp/en/us/norton-core/current/info?entsrc=direct_pubweb?

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

No, not with NIS support, will try them now.......

Martin...

Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Okay, we'll have tried online support, it suggests I run NRT, and when I say that doesn't work it recommends I try.... these forums for a solution....

Is there any way I can get a human to support this issue online, rather than Nathan the 24hr virtual agent?

Martin....

Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Hi canada_67,

Please try this link for NIS support:

https://support.norton.com/sp/en/us/norton-internet-security/previous/contact

Thanks,

Katie

Thanks Katie
Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

KatieQ,

Thanks for reply.

I've just noticed that I titled the original topic as "Unable to install Norton Family - locks up on Initializing"  but should read "Unable to uninstall Norton Family - locks up on Initializing".

Can you possibly change it so that other users can find the relevant topic?

I am online with support right now - have been in the queue for 40mins so far, still waiting for an agent....

Martin.....

Kudos0

Re: Unable to uninstall Norton Family - locks up on Initializi​ng

Hi canada_67,

I've changed the subject line as you requested.

Any updates on the issue?

Thanks,

Katie

Thanks Katie

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