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

Not what you are looking for? Ask the experts!

Kudos0

Windows won't start after using Norton Power Eraser - Dell XPS Windows 7 64 bit

Hioot up.

I contacted a virus from a PDF a client sent me, or at least I believe that's where it came from. I already use Norton and have for years. I used Norton Power Eraser, which seemed to fix the problem, until I tried to reboot. Now Windows wont b

I have followed this post http://community.norton.com/t5/Other-Norton-Products/Computer-Dell-XPS-Windows-7-64-bit-wont-boot-after-using-Norton/td-p/756602

I downloaded Farbar Recovery, as Quads suggested in the post above and ran the scan.

I have attached the FRST.txt scan results.

Is anyone able to help? Quads maybe?

Many thanks in advance.

Mr M

File Attachment: 

Replies

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell XPS Windows 7 64 bit

Hioot up.

I contacted a virus from a PDF a client sent me, or at least I believe that's where it came from. I already use Norton and have for years. I used Norton Power Eraser, which seemed to fix the problem, until I tried to reboot. Now Windows wont b

I have followed this post http://community.norton.com/t5/Other-Norton-Products/Computer-Dell-XPS-Windows-7-64-bit-wont-boot-after-using-Norton/td-p/756602

I downloaded Farbar Recovery, as Quads suggested in the post above and ran the scan.

I have attached the FRST.txt scan results.

Is anyone able to help? Quads maybe?

Many thanks in advance.

Mr M

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell XPS Windows 7 64 bit

I won't be touching your system.

I never told you to download and use anything,  You have used advanced tools on your own. "I downloaded Farbar Recovery, as Quads suggested in the post above and ran the scan."   I have not.

Good Luck

Quads

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell XPS Windows 7 64 bit

Mr. M,

Can you please attach the NPETraceSession.etl and NPETraceSessionBoot.etl logs [you may or may not have the NPETraceSessionBoot.etl depending on what type of scan you ran] from the following location C:\Users\<UserName>\AppData\Local\NPE ?

To gather the logs, please boot your system to safe mode. Press F8 key on your keyboard after booting your machine and before the Windows logo appears. On the advanced startup options screen, choose "Safe Mode". Detailed instructions to boot your system to safe mode are available here: http://windows.microsoft.com/en-us/windows7/start-your-computer-in-safe-mode

Once done collecting the logs, attach them to this thread and proceed with the following steps.

  1. On a known-clean machine, please go to www.norton.com/nbrt and download Norton Bootable Recovery Tool (NBRT). Choose an appropriate layout of the tool. If you are a retail customer (with a 25 letter product key), please choose the retail layout. If you received Norton from your ISP (with a 13 letter product PIN which your ISP provides), please choose the ISP layout.
  2. After the Norton Bootable Recovery Tool Wizard downloads and installs itself, create a tool onto a CD/DVD/USB drive.
  3. Boot the infected machine (currently your machine which doesn't boot) with the CD/DVD/USB drive created from the above step.
  4. You will observe a screen with title "Norton Bootable Recovery Tool" having options "Norton Power Eraser Recovery Scan" and "Norton Advanced Recovery Scan", launch "Norton Power Eraser Recovery Scan".
  5. Norton Power Eraser (NPE) will download and launch.
  6. Hit 'History' and undo the remediation session that you performed. Please ensure that you remediate the session that made your computer un-bootable. You would be able to see the time and date of the remediation sessions to help you identify the exact session that made your computer un-bootable.
  7. READ CAREFULLY! Once NPE completes the undo, please hit 'Exit' on Norton Power Eraser. [Don't exit the NBRT tool since you could have just reinjected the threats into your system; We'll fix the threats in the next step]
  8. On the screen with options "Norton Power Eraser Recovery Scan" and "Norton Advanced Recovery Scan", launch "Norton Advanced Recovery Scan" and start a scan.
  9. The scan will take a while since it will perform a full system scan on your machine. Once the scan completes, fix the threats identified. It will be helpful if you could post what threats NBRT identifies.

Let us know how it goes.

In the meantime, we'll go through the logs and offer more assistance.

Kudos0

Re: Windows won't start after using Norton Power Eraser - Dell XPS Windows 7 64 bit

Quote NUser

To gather the logs, please boot your system to safe mode. Press F8 key on your keyboard after booting your machine and before the Windows logo appears. On the advanced startup options screen, choose "Safe Mode". Detailed instructions to boot your system to safe mode are available here: http://windows.microsoft.com/en-us/windows7/start-your-computer-in-safe-mode

Ummmm notice Windows won't boot as the user stated.

NPE and NBRT won't help this user due to what the system is infected with,  NPE cannot correctly or cannot deal with this type of infection.

I have also told for a long time and warnd about NPE with this, but nothing has been done.

Quads

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