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Kudos0

Why Didn't Norton Protect Me

Hello,

I am new to the Community but not new to Norton. I have used Norton for over 14 years and for the first time I am so disappointed with Norton. I usually use the Norton 360 but my husband wanted the Norton Security with Backup so we could put it on our tablets & cell phones. It's also on our PC. Couple days ago a friend took it upon herself to get on my computer & long story short, I had viruses & malware in my computer. When I came home I had a window saying to use Norton Eraser & from there this all happened: A Support Service named Bombar, Support logmeinRescue.com.exe & Instanttechsupport.com. All had remote control of my computer. They appeared one at a time. The last one, logmeinrescue.com tried to get me to pay 299.00 to get all the bad things they said were in my computer out. They all started a chat session with me. This all happened in a matter of minutes they just passed me off to each other. As soon as I asked them are you related in any way to Norton they said they were a Supportive Company for Norton. I cussed & told them the did not have permission to be in my computer & to get out. My words were not as nice as I just said them now. I worked for over 13 hours getting things out of my computer & I know I still have bits & pieces in there because my computer is running sluggish. Why didn't Norton Security with Backup protect me? And what do I do & use now to get the rest out? I was stuck with something called Internet Search as my home page. I finally had to do a system recovery but my computer is still infected. PLEASE HELP!! 

Replies

Kudos0

Re: Why Didn't Norton Protect Me

logmeinRescue.com.exe is a legitimate remote management tool which must of been downloaded by someone.  It will not download on it's own.

Couple days ago a friend took it upon herself to get on my computer & long story short, I had viruses & malware in my computer.

That sounds like your answer to me.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Why Didn't Norton Protect Me

hi Yoyol

No anti-virus is 100%, your friend could have visited a site which was infected. Your best solution is to visit a specialist site to help with the removal of the infection. A list of the sites is in another thread which may be reached by clicking on the link below:

https://community.norton.com/en/forums/malware-removal-forum-recommendations

Michael

Kudos0

Re: Why Didn't Norton Protect Me

YoYo

I'm sorry about your bad experience. Unfortunately it happens all to frequently since anyone can say they are a Norton Supportive Company but it doesn't have to be true -- there are a lot of scammers about.

Why didn't Norton Security with Backup protect me?

Unfortunately it is because unwittingly you invited this company in by taking some action such as clicking on the Window you mentioned that popped up and there is not much any security program can do unless what happens next is a known danger and the tools scammers use are in fact, in themselves, reputable utilities used by others legitimately but used by scammers to disable or damage your system so that you have to pay them to repair it ..... 

Bomgar and Legmein are utilities for remotely accessing computer systems and while I don't know Bomgar it appears to be legitimate also .... as a tool.

Please hang on for some help from others more skilled than I am in actually dealing with the damage -- there are some special free websites that specialize in helping users and are completely legitimate but since you have done a system recovery (was that the complete return of the system to as it was when delivered or was it the Windows System Restore which just restores some files and setting to an earlier date?) they are less likely to be able to help.

But there are tools that you can use to deal with left overs if that is the case.

Could you please tell us what version of Windows you are using and of Internet Explorer or other browser.

Hugh
Kudos0

Re: Why Didn't Norton Protect Me

Thank you all for your quick responses. huwyngr, I use Windows 8.1 with Mozilla Fire Fox 39.0 & Internet Explorer 11. The system restore was  just a restore to an earlier date.  Again I my appreciation goes out to all who responded so quickly.

Kudos0

Re: Why Didn't Norton Protect Me

YoYo

 I use Windows 8.1 with Mozilla Fire Fox 39.0 & Internet Explorer 11. The system restore was  just a restore to an earlier date

See what others advise please but that kind of system restore to an earlier date can upset security programs, including Norton, since Windows ends up with a mix of files some of which do not match those that they checked the last time and so may be treated as hacked.

I'm not sure whether it's best to uninstall Norton and reinstall it so that it starts from fresh since I've never used that kind of restore.

Also, if you go to look at that list of malware removal sites, will someone confirm here (and maybe amend the list if necessary) that the first one, Qmalware, is still active since Quads died earlier this year.

Hugh
Kudos0

Re: Why Didn't Norton Protect Me

Qmalware Removal forum is still active and our Guru dbrisendine is now doing the removals.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: Why Didn't Norton Protect Me

Hello

I would recommend a removal and reinstall tool to give you a fresh install of your Norton product. If used, please read the warning paragraph

https://support.norton.com/sp/en/us/home/current/solutions/v60392881_EndUserProfile_en_us

www.norton.com/nrnr

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: Why Didn't Norton Protect Me

Thanks -- I'd seen that some time back but was not sure if it had continued.

Hugh

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