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Kudos0

Serious problem: Norton analyst remote linked,now desktop blank

I'm typing this while waiting for a call from an analyst about my net book.

Earlier this evening I was prompted to upgrade my Norton 360 to version 4.0. It was doing this daily so I upgraded. Then I was told my subscription had expired and I needed to pay to reactivate it. I knew I had around 6 months still to go, so I contacted support. During a live chat, the analyst offered to remote link to my netbook to solve the problem, and as I watched, he did indeed reactivate my subscription.

Great I thought - while I was in touch, I thought I'd ask him about a Google Redirect virus which Norton 360 didn't seem to be picking up (when I search Google and select a link - and yes, I'm very careful about what I click! -  I get taken to something completely different). Straight away the analyst ran something calle dNorton Power Eraser which scanned the system but didn't seem to pick anything up. Then he restarted the machine.

And now - I have a completely blank desktop. I can see the desktop background but no icons, no task bar at the bottom, nothing. I can see he is still remote linked but no way to communicate with him to find out what is going on. After 20 mins of hanging around, the analyst called me and told me to reboot in safe mode, then restart - clearly he doesn't know what's happened and says there is something wrong with my computer.

It seemed to be working before he linked to it!!!! I'm now waiting for a call back as I type, my desktop is still blank (luckily I have a second laptop) and it is now 23:10 at night and I have work the next day.

I would appreciate it if someone 'high up' in the Norton center could help here, I'm very worried that a Norton analyst may have just wrecked my netbook.

Replies

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

I'm typing this while waiting for a call from an analyst about my net book.

Earlier this evening I was prompted to upgrade my Norton 360 to version 4.0. It was doing this daily so I upgraded. Then I was told my subscription had expired and I needed to pay to reactivate it. I knew I had around 6 months still to go, so I contacted support. During a live chat, the analyst offered to remote link to my netbook to solve the problem, and as I watched, he did indeed reactivate my subscription.

Great I thought - while I was in touch, I thought I'd ask him about a Google Redirect virus which Norton 360 didn't seem to be picking up (when I search Google and select a link - and yes, I'm very careful about what I click! -  I get taken to something completely different). Straight away the analyst ran something calle dNorton Power Eraser which scanned the system but didn't seem to pick anything up. Then he restarted the machine.

And now - I have a completely blank desktop. I can see the desktop background but no icons, no task bar at the bottom, nothing. I can see he is still remote linked but no way to communicate with him to find out what is going on. After 20 mins of hanging around, the analyst called me and told me to reboot in safe mode, then restart - clearly he doesn't know what's happened and says there is something wrong with my computer.

It seemed to be working before he linked to it!!!! I'm now waiting for a call back as I type, my desktop is still blank (luckily I have a second laptop) and it is now 23:10 at night and I have work the next day.

I would appreciate it if someone 'high up' in the Norton center could help here, I'm very worried that a Norton analyst may have just wrecked my netbook.

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hello Sarahbrarian

Can you please tell us what operating system and service pack you are using on the Netbook? Were you using the Netbook edition or the regular N360 version?

How did you contact support? Was this thru the free chat program from Symantec?

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

I'm not particualrly technical but here goes:

XP, service pack 3 perhaps??

Norton 360, jsut upgraded to version 4.0. Originally installed from disk, so not a netbook version

Contacted support through Symantec, the site did not resolve my query so I joined the live chat and was passed to "Eugene", and to resolve my query he remote linked. I accessed the Symantec site through Norton and it as all above board, I'm very careful with this sort of thing. But i wish I hadn't let the analyst boter with it now. "Eugene" said he would investigate and call me back half hour ago. It's nearly 11.30pm in UK now and I have work tomorrow, I'd like to go to bed but now I'm worrying about what has happened to my netbook...

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

I can still do CTRL-ALT-DELETE to see Task Manager. I can open programs and run tasks from there, and I can see that my folders, documents and programs are still there - I've simply got no desktop and task bars/menus available to me to access things properly.

I'm wondering if the upgraded Norton 360 V4 is the problem, or this Norton Power Eraser which was used by the analyst. But can I uninstall them from task manager?

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarahbrarian,

Whew!  Good to know that you can still boot into the system.  This is probably the result of something that NPE removed.  If you open NPE you should see an option to restore.  Use the option to Review and Undo.

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

That's it, I have to go to bed now as I have work. Would appreciate any responses or help on offer. Someone at Symantec/Norton needs to tell "Eugene" to cut the remote connection as I have no way of doing it, there is no option for me to stop it from my end so I have no idea if he is still linked, or even still investigating the issue. The netbook is switched off now.

I'm seriously worried about the service I've had so far tonight. For someone to say they'll call back, then simply not bother to follow it up within an hour, is not on. I could barely hear the guy over the phone as it is, we had such a bad line - overseas is it? Got to admit, people warned me about Norton products but I've been a long-time user and my family all use it. Not so sure now after the night I've had. Shame really. :(

Anyway, hope the forum people on here can help me out! Night all.

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Thanks for reply SendOfJive, was about to switch off but I'll try it! I was too busy ranting to spot your post ;)

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi again sendOfJive - I can't find Norton Power Erarser anywhere. It must be on there because I saw "Eugene" install it and run it, but I'e accessed Programs through task manager and I can only see a folder for Norton360, and a folder for NortonInstaller. Nothing that looks like Power Eraser ineither of these?

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

It was probably installed to your desktop.  Can you click the Windows button on your keyboard to bring up the Start Menu?

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

now N360 won't load from task manager:

One Click Support runs instead and it says:

"8504,104 appears on Norton 360 Version 4.0"

I am being advised to switch off 'User account control' through control panel, which I couldn't do even if I knew what that meant since I have no means of accessing the control panel.

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

No, not a lot seemed to be happening. I'll switch off and try again tomorrow - I have to finish for tonight because I'm wiped (at least it looks as though my netbook isn't, ahem).

It would be so great if you could check back on this forum tomorrow sometime? I'll take another look and try the Windows button again, and see where we go from there.

Thank you for helping me so far, much appreciated.

Sarah

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

In WIndows Task Manager, click New Task.  In the Create New Task dialog box click Browse.  In the Browse dialog box, click Desktop in the left panel.  Do your desktop applications appear in the right-hand pane?  If so, if NPE is there double-click it and follow the instructions given in the post below.

Kudos1 Stats

Re: Serious problem: Norton analyst remote linked,now desktop blank

As long as you can start the computer, there is no sense in trying to solve this now, so get some rest.  I am hoping the icons and desktop applications are there in your desktop folder, but just not visible.  Hopefully you will be able to find NPE and undo the previous operation.  Here is the step-by-step to do that:

  1. Click "Review"
  2. Select the Repair Session and click "Next."
  3. Click "Undo."
Kudos1 Stats

Re: Serious problem: Norton analyst remote linked,now desktop blank

You know, inspite of the number of times we tell Symantec not to use the NPE for anything that looks like a rootkit, sure enough, that's what they try first.  Redirects are most often a bootkit or a TDL3/TDL4.  I would recommend a visit to one of these free malware removal forums for assistance.  They have tools and applications that are unavailable to us.  If you had a rootkit, it still remains, as the NPE will not remove them. Bleeping is very busy and one of the others may be faster.

www.bleepingcomputer.com

http://www.geekstogo.com/forum/

http://www.cybertechhelp.com/forums/

http://forums.whatthetech.com/

edited for clarity

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarahbrarian,

I have had a chance to research this a bit.  If the earlier suggestions do not work open Task Manager and click New Task.  In the Create New Task dialog box type explorer.exe.  If Windows Explorer opens and you can see your files and folders check to see if restarting WIndows Explorer has returned the desktop back to normal.  If not, click Search in the toolbar at the top of the window and search for NPE in all files and folders.  If you can find it, run the Undo operation.  If Windows Explorer does not open we will have to try another tactic. 

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi SOJ:

If the user has redirects, whatever you do may also be hampered by the infection.  It would be nice to gain the ability to save important documents, if at all possible.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

NPE does not appear in the Control Panel of add/remove programs. When NPE is first run it simply puts the NPE.exe application on the desktop. Note that this is not a shortcut but the actual application which should be about 5 1/2 MB in size. It may when run link to other files on the computer, not sure.

However if you are able to bring up a CMD prompt then cd to \windows and look for explorer.exe. Is it there? Then cd to \Documents and Settings\[username]\Desktop. I believe this is the correct path. Do a dir command and see if you see NPE.exe, if so run it and go through the steps SendOfJive outlined.

You can also do an sfc /scannow command from the CMD prompt. I don't know if your netbook will have all the files need to do a system file check or not but its worth a try. If you do by chance have the original Windows DVD make sure that is inserted as well.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarahbrarian,

Does your second laptop by any chance have the same OS and SP (service pack) on it? If it does, then go to your laptop to the C:\Windows directory and copy explorer.exe to a USB stick or USB hard drive or something.

If you find that explorer.exe is missing from your netbook then bring up a CMD prompt as I mentioned in my last post and copy explorer.exe to the C:\Windows directory and reboot your netbook.

Please let us know what you find.

We're all here rooting for you!

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarahbrarian,

Not to overwhelm you, but to add a bit to AllenM's suggestion, you should be able to open a command prompt from Task Manager, again by selecting New Task and entering cmd in the box.

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Good morning all! Awake and back at work. Just reading through your posts. I'll try the simply suggestions first but then I'm going to come a bit stuck as I am really not that technical - 'cmd' prompts OS and service packs, it all means something but i'm not expert. Just hope I don't make things worse!

I don't know if this means much, but I've noticed that 'My Computer' does not have its usual icon, rather a placeholder. The Desktop links can all be seen but none of them work when you try to open something. NPE is not one of those desktop links either. My documents, photo folders, Firefox etc all run from Programs in task manager, so the problem really is with the Desktop somehow. I've been spending sometime sticking photos in my Flickr Pro account in case worst comes to worst!

Thanks all, I'll be back...

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

"I have had a chance to research this a bit.  If the earlier suggestions do not work open Task Manager and click New Task.  In the Create New Task dialog box type explorer.exe.  If Windows Explorer opens and you can see your files and folders check to see if restarting WIndows Explorer has returned the desktop back to normal.  If not, click Search in the toolbar at the top of the window and search for NPE in all files and folders.  If you can find it, run the Undo operation.  If Windows Explorer does not open we will have to try another tactic. "

Hi, me again - I opened task Manager, New Task. Typed explorer.exe and had an exceptions box - 'not found'. So no Windows Explorer there fore no Search toolbar etc....

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

OK, dug around in Task Manager and found windows Explorer and opened Properties. what do you all make of this?

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarahbrarian,

It would appear that Explorer.exe is missing. Are you able to bring up a CMD prompt by clicking on New Task, then type in the word cmd and hit Return?

If so then try the suggestions at the two posts starting at the following location:

http://community.norton.com/t5/Norton-360/Serious-problem-Norton-analyst-remote-linked-now-desktop-blank/m-p/301420/highlight/true#M36905

Please let us know how it goes.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarahbrarian,

I will try to help you understand AllenM's command line suggestions.

If you are able to get a command prompt by entering cmd in the new tasks box do the following in the prompt:

type:

cd \documents and settings\<your username>\desktop

leave a space between cd and \, so it looks like cd \documents and settings\Sarah(or whatever)\desktop

Hit Enter

the next line should look like this:

C:\Documents and Settings\<your username>\Desktop>

type:

dir

Hit Enter.

You should see a list of desktop items.  Is NPE.exe among them?

If so, type:

NPE.exe

Hit enter.

This should bring up the Norton Power Eraser where you can do the review and undo thing.

If you do not find NPE.exe we will go on to the next step.

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarahbrarian,

One other question, if you do not find NPE.exe listed in your desktop:  We are assuming that the file was downloaded to your desktop because that is usually the default location for downloads unless the user has specified some other location, such as a My Downloads folder or something similar.  If you normally save your downloads in a place other than the desktop, repeat the above command prompt procedure and substitute the file path and folder name of your download folder for the term "desktop."

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

NPE won't be in the add / remove programs as previously said above,  NPE does not "install" as such.

Support may have deleted NPE before restarting the PC and the problem then showed up. Which may be why NPE can't be found.

Find the backup copy of "explorer.exe" and copy it into the WINDOWS Folder.

Quads

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi peeps,

OK - I found NPE in the Downloads folder. I ran the file and got to review and undo, but it says there are no previous actions to undo. trhe cowboy/idiot which caused all these problems in the first place actually downloaded the thing twice because there is also NPE(2). This also reports 'no repair sessions found'.

So i guess that option is eliminated.

On the plus side, all the photos and docs which were important have now been transferred to Flickr and my other laptop. Phew! Now just to sort this poorly netbook out.

Something else which is in the Downloads folder is the Support-LogMeInRescue, which I guess is what was used to remote link to, er, 'fix' the problem I reported in the first place. Could that be causing any problems? I'd like to get shot of these asap, but as someone has said they are simply in the Downloads folder not in Programs.

I'll just take a look now at other cooments about cmd.

Thanks

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

OK -

Second laptop is Vista, netbook XP, so no joy there AllenM, thanks for suggesting! It sounds as if it is a 'simple' case of putting explorer.exe back where it should be, but I'm not sure where I could get hold of a 'backup'...

On the upside, thre's a chance a colleague could take a look at it for me tomorrow, he's an IT technician at work who may yet have my eternal, undying gratitude after this...!

Kudos1 Stats

Re: Serious problem: Norton analyst remote linked,now desktop blank

A Copy of "explorer.exe" from a system with the same OS and Service Pack level should work.

Quads

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi,

I have used New Task to run cmd. So yes, I can bring up the lovely black screen with grey text, not quite sure what I can do with it though. OK, earlier night for me this time, work again tomorrow!

Thanks for the help, it's irritating this has happened, and I'm still hugely cheesed off with Norton staff/customer service, but this is fascinating stuff....

Cheers

Sarah

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Thanks Quads, I'm sure you are right but I don't have access to something similar - will see what I can do at work tomorrow...I reckon we must have access to an XP netbook/PC of similar spec.

Cheers!

Will let you know...

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Look for the yellow envelope in the upper right hand corner for a message

Some have found you can click and run "explorer" from a Flash Drive also

Quads

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Sarah,

If you have gotten off the sick netbook all your personal stuff that matters and is not replaceable I would not spend any time in trying to fix the netbook -- if it has a recovery partition run whatever there restores the netbook to its factory condition, ie when you got it. Or if it is from the generation that actually came with a copy of Windows XP Installation disk .....

It really will give you a better result than patching ....

If you tell us what exact make and model of netbook it is -- enough to let us look things up -- we can probably guide you on this if you have not done it before.

Hugh
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi,

It is a Samsung NC10. I created 3 recovery disks when I first got it, as instructed, and I have an external CD/DVD drive. :) No Windows XP installation disk as far as I can tell.

Sarah

Kudos1 Stats

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarahbrarian,

Sorry to know about the problem with your Netbook. While you work with our community members to resolve the problem, I would like to pass this case to our support team for further research. Can you send me a private message with the support case Id number.

Thanks,

Venkat

Venkat Jammalamadugu
Norton Forums Administrator
Consumer Products and Solutions
Symantec Corporation

Kudos3 Stats

Re: Serious problem: Norton analyst remote linked,now desktop blank

The Personal Message I sent you gave you a link to download the XP SP3 copy of  "explorer.exe" that I uploaded from my PC for you.

Quads

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hello Sarah

If you haven't already done so, please turn on private messages under My Settings, Preferences, Private Messages. By doing so, you will be able to send and receive the private messages. Just mentioning this in case it isn't on by default or if the setting was changed. Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.16.2.22 Core Firmware 270 I E 11
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Thanks Quads, I'll take a look! :D

Thanks floplot, I think I've got access to them, I'll bear it in mind.

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Venkat_J,

I got an email from the support team - I'm afraid I have replied with a slightly terse email because after this incident, I'm not sure if it would do more damage to allow someone like "Eugene" to get his 'virtual' hands on my netbook again...! Aside from the problems I'm having now, I really felt that the service I had from that individual was shocking.

We went from me mentioning a possible virus I had, which was more of an irritation than anything else, and without explaining what he was going to do he downloaded the Power Eraser and ran the tool, which found no infected files as far as I could tell. Then just to make sure, he downloaded it AGAIN and ran it once more. Then my netbook was unusable and has been ever since. I lost all my windows, the chat window was gone, everything, but I could tell Eugene was still in control because my cursor was moving about. For half hour I had no idea what he was doing, then he called me and the telephone line was appalling, I could barely hear him or understand what he was saying.

He kept telling me to hit F8 repeatedly, which I did for probably 2 minutes while telling him that it wasn't doing anything. Then he said I was supposed to reboot before hitting F8!!  After that he said to go in as Administrator, in Safe Mode - and all I got was a blank screen. He kept asking what icons I could see but I kept saying it was no different, there was nothing. So of course we rebooted again, and he asked could I see anything this time? Well, no, of course I couldn't because we haven't done anything that might rectify the situation! After that he mumbled something about needing to investigate, he said he would call me back. I tried to give him my landline number but he didn't seem to be able to take the number down correctly.

It was 12.30am when I gave up waiting for a call and went to bed. Thank goodness for these forums otherwise I wouldn't have been able to try to understand a little about what was happening.

So you'll have to excuse me if I seem a little reluctant to allow anyone like "Eugene" to try something else....

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarahbrarian,

Venkat wants to investigate and find out that happend during this time when Eugene was working on your computer. So if you haven't please do provide Venkat your incident number via PM so he can check into it.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Ok, point taken. If that's what's going to happen, sounds like it wouldn't hurt. Now I just have to dig around in task manager to see if I can find the number Eugene gave me. Funnily enough I saved it on the netbook in a Word doc....

Sarah

<<Edit: Removed case id number from the post per the participation guidelines.>>

Kudos1 Stats

Re: Serious problem: Norton analyst remote linked,now desktop blank

HI Sarah,

You should not post the support incident number on the public forum for your pirvacy. Please send Venkat this information via PM (private messanger). You can click on his name to view his profile and then on the right hand side, click on Send this user a private message.

Venkat will check on this issue for you and try to find out what happened.

Best wishes.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Hi Sarah,

Thank you for the case id number. I've edited your message that contains this information. However, it is sent to our support team for further research and follow up.

Cheers,

Venkat

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Thank you Venkat_J. :)

Netbook now in the hands of a techie colleague at work, in case I make things worse ;D

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

All that has to be done seeing as "explorer.exe" is missing is to place a copy of  "explorer.exe" into the C:\WINDOWS directory and then run it once in place and your taskbar, desktop icons etc should now appear.

Quads

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

I have an update for you all...

The good news is that my netbook is now workign as it should be, thanks to an IT colleague at work.

The bad news is that whatever that Norton technician did, means that the solution suggested by a few of you on here - re-install 'explorer.exe' on the netbook - would not have worked. My colleague tried more than once and it kept getting erased by whatever ridiculous program that Norton person installed. He overcame this by giving the file a slightly different name, and now it has stayed put and all desktop icons and start task bars are present and correct.

Norton have tried to call me several times with their 'unknown' and presumably overseas number.Since the netbook has been in far more capable hands than mine or Norton's for the last few days, and because I really had felt Norton had done more than enough already (!), I haven't answered it. I had however asked them to email me with their explanation (apologies?) and I haven't received any communication fromt hem to date.

I will be taking the advice of several colleagues and dumping Norton as soon as I can, as they explained, it seems to take over your entire system and still doesn't fulfil its intended purpose. On top of that, I've been faithfully paying my subscription each time and the oen time I ask for support, they make things worse....

Anyway, rant over. THANK YOU everyone who contributed to this thread and tried to put my mind at rest and make suggestions, you were very helpful.

Kudos1 Stats

Re: Serious problem: Norton analyst remote linked,now desktop blank

Just giving "explorer.exe" a new name won't work for Windows, just doing that. Why??

1.  Windows Registry has entries that give the path(s) to "explorer.exe"  as the file name and as soon as you rename "explorer.exe"  Windows can no longer find that file.

The same proceedure can be used to stop some Malware like Rogues where you rename the file to like "bad.exe" and restart the PC and the registry can no longer find the file in question to run the Rogue on startup.

2.  Norton does not detect files by name otherwise there would be no longer any working Windows PC's around that run Norton as Malware can be named the same as the legit file, so deleting files by name does not work.

3. If when  you replace "explorer.exe" with a clean version and it then gets deleted by Norton or another program as [threat name] then it could be that there is something else working in the background that is not detected, which has in it's programming to infect "explorer.exe", so that you end up with the problem of,

Infected "explorer.exe", detect, deleted (removed), replaced with clean version of "explorer.exe", new copy infected, detect, deleted (removed), replaced with clean version of "explorer.exe", new copy infected......................................................

IT guy has to look at was is working somewhere in the background causing this as not only could the PC still be infected, it's also annoying, and what if Windows has an update that replaces "explorer.exe" possibly sometime in the future??

Quads

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

Please tell me that was just a temporary work-around so that your able to use the system to backup all your data.

Because I could not believe anyone in the IT business would ever do such a sloppy hack to "fix" a system.

Dave

Kudos1 Stats

Re: Serious problem: Norton analyst remote linked,now desktop blank

I'll try to explain my comment briefly, it's getting very late.

I know how it easly could be done, when windows boots the registry value for winlogon calls explorer.exe

A renamed file could be called from there and a substitute explorer could be run and everything may even appear to work.

But explorer.exe is a very significant part of windows, some would argue that it is what makes Windows, Windows.

It's more than just a file explorer, it's the windows shell and so much of the windows graphical user interface uses it, in so many different ways.

If you looked in the registry you would literally find hundreds or references to this file and even if you changed each and every one of them you would still run into problems.

Renaming a file like that is like treating a symptom to a problem instead of addressing the actual problem.

Thats why I called it a very sloppy work-around and I don't think anyone in the business could possibly disagree with me.

Best of luck Sara and sorry you had so many problems.

Dave

Kudos0

Re: Serious problem: Norton analyst remote linked,now desktop blank

For the record, this colleague was doing me a favour and he is a friend so I'd rather he wasn't put down for trying. Moving on....

I will approach him tactfully to see what he makes of what you have said. However, I'd rather he tried to repair the damage than let Norton techies anywhere near my system now.

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