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Norton Driver Updater Issues Big Time

I downloaded the Norton Driver Updater and it updated drivers, then it asked me to reboot which I did.  Now my Windows 10 Home Version will not load. The screen says Automatic Repair. It then says attempting repairs. Finally it says Startup Repair couldn't repair your PC. I have never had a problem with the hardware or with Windows 10 Home Version until Norton Driver Updater did update drivers for the first time after I recently downloaded it. I cannot uninstall Norton Driver Updater because Windows 10 will not load. I saw suggestions on the forum to do a Windows System Restore and pick an older date before these changes were done by Driver Updater. They say to uninstall the Norton Driver Updater first then do the Windows System Restore. But how can I uninstall the Norton Driver Updater if I can't get Windows 10 to load ?

Thank You - Rick

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Re: Norton Driver Updater Issues Big Time

Gidday Richard, I'm sorry you've joined the long list of formerly loyal Norton customers who've been sabotaged by this horrible programme. I ran it on my desktop and laptop, the laptop I managed to stall it before it could do too much damage but it completely bricked my Desktop, running into similar issues that you're having. I tried for a day on my own with many text chats and then phone calls to Norton none of which helped and in the end they said they can't be sure it was their product that caused the problem. You can imagine how angry I was. 
I then paid for the Norton help Desk to help me resurrect my system but had to completely reinstall Windows, and even though I had all my data backed up, you always lose something when that happens, not to mention the two days of aggro sorting it out. Good luck with getting yours sorted out. 

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Re: Norton Driver Updater Issues Big Time

Hi Richard, sorry to hear that! Basically the Driver Updater creates a restore point before each update. So please reset the computer to the last available update.

Then please start the Driver Updater once, do not perform any updates and close the software again. 

In order to be able to help you I would like to ask you to send us your log files executing our Support Tool utility.

The support tool is available under c:\Program Files\Norton\Driver Updater\

Please run the “SupportTool.exe” and follow the instructions. Once it is done, please send me the "FILE ID" here via private message - so we can analyze the logs with your report on our server.

Thank you.

-Uli

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Re: Norton Driver Updater Issues Big Time

 Pedroski, Richard, please review this Microsoft link for suggestions regarding getting your computer to reset. Please choose "Reset your PC" under recovery options in the article.

https://support.microsoft.com/en-us/windows/recovery-options-in-windows-...

SA

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3155 / Windows 10 Pro x 64 version 22H2 / build 19045.4046 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.1.6 / Opera GX LVL5 (core:106.0.4998.76) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 One UI 6.1
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Re: Norton Driver Updater Issues Big Time

Hi,

    When you say to reset my computer to the last available update, do you mean do a System Restore to the last available update ?  Also, some people are saying to uninstall Driver Updater before doing a System Restore.  But I can't uninstall it because since the Driver Updater installed new drivers for the first time and then it asked me to restart the computer, Windows 10 Home Version does not load anymore.  The Windows Recovery screen comes up. It says Automatic Repair and it immediately says Attempting Repairs and a few minutes later it says Startup Repair couldn't repair your PC.   So how can I uninstall it so I can get Windows 10 back ?    I can always reinstall Driver Updater after I get Windows 10 back.

SA- Soul Asylum you posted to Michael on Aug 4 at 11:57 am to uninstall Driver Updater first before doing a System Restore to a previous date.

Thanks, Rick

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Re: Norton Driver Updater Issues Big Time

Thank you again SoulAsylum for your assistance, but in my case it's too late, the horse has bolted. I already had to completely reset my PC and reinstall Windows so I lost my old installation, without warning, because the EULA for the Driver Updater programme failed to mention that it was a beta programme and very unstable. Had I known that I wouldn't have touched it with a barge pole. 

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Re: Norton Driver Updater Issues Big Time

Hey Rick,

I went through the issues you're having and in the end had to do a full reset and reinstall Windows which got my system going but you always lose things when you do that. I ended up using the Norton Ultimate Help Desk which cost me $29 but it was worth it because they really know their stuff unlike the people you get when you call their contact number for help. I rang them many times but they couldn't help me and in the end said it wasn't their problem. The Help Desk can remotely take over your PC to fix it for you, even though my system was too damaged by the Norton Driver Updater even for that but he was able to talk me through step by step. If I had my time over, obviously I wouldn't instal the beta Norton Driver Updater, but after that I would get onto the Help Desk bloke straight away in the hope that he could salvage my system without having to do a complete reinstall of windows. Good luck. 

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Re: Norton Driver Updater Issues Big Time

Hi Pedroski,

    Thanks for the info.  I call the contact number 2 days ago and they escalated it to Level 2.  They told me 2 days ago to expect a phone call.  Still no phone call.  I guess I will have to try your suggestion and go with the Norton Ultimate Help Desk.  So did you do a System Reset to reinstall Windows or did you do a System Restore to restore the computer back to an earlier restore point before your troubles began ?  

Rick

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Re: Norton Driver Updater Issues Big Time

Hi Richard, 

I wouldn't waste my time with the Norton contact people, I spent days in chats with them and finally got sick of that and said could I please talk to someone and that went for a couple of days and got me nowhere until they said I couldn't prove it was their product that caused the issue.

The first Ultimate Help Desk guy got me to install a couple of programmes on my phone so he could see what was happening on my screen and we tried all the normal stuff, including system restore points, but even though I always have several system restore points available, somehow this bloody programme even screwed that. He was good and spent hours with trying all the different options and then he had to go, so I tried again the next day and this guy was even better. Once he saw what I'd tried the previous day with the other bloke he said you have no choice you have to reinstall (reset) Windows. I wasn't happy about it but that's where I was with the damage the Norton programme had caused to my system. He was very good and stayed with me the whole way through and just talked me through it all step by step until I had my system working again. Hard to believe those people have anything to do with the Help Desk people, they were a different class and really knew what they were doing. The difference was so marked I wonder if they're a subcontracted company. Anyway, good luck mate. It's so wrong that we should have to go through all this grief because of a programme that it supposed to help. :-)

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Re: Norton Driver Updater Issues Big Time

Hi Rick, you don't need to deinstall Driver Updater before a system restore. 

Hi Pedroski, please stop floating the forum here. Otherwise I can't help you anymore. Thank you. 

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Re: Norton Driver Updater Issues Big Time

IF, your device will actually boot to the point where you can remove driver updater I would do so before restoring. Using a restore date that was before you installed DU. If a device doesn't boot the restore should be the same if it can be done, use a date that is before the DU installation. 

SA

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3155 / Windows 10 Pro x 64 version 22H2 / build 19045.4046 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.1.6 / Opera GX LVL5 (core:106.0.4998.76) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 One UI 6.1
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Re: Norton Driver Updater Issues Big Time

Stay away from Norton Driver Updater! The update of drivers my otherwise perfectly functioning Dell XPS resulted in a "blue screen death" of my PC. After exhausting other options (rollback, re-install Win while keeping data) had to do a Factory Reset,  ie loosing all my apps and data. Google search shows that there are countless people experiencing the same issue. The product stinks and Norton should withdraw that from the market. I am currently considering moving away from Norton's other products, such as the resource hogging anti-virus and Norton Utilities, as well. No trust.

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Re: Norton Driver Updater Issues Big Time

Totally agree newbie, I've had the same issues and am now chasing them for compensation, but, surprise, surprise they are virtually impossible to contact. If you want to buy one of their products everything works perfectly, if you have an issue with one of their problems, good luck !!

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Re: Norton Driver Updater Issues Big Time

No, please do not uninstall the Driver Updater. Because then backups may be deleted. This could be counterproductive. 

The Driver Updater does not update drivers automatically. Each user must first click on "update". So nothing can happen! 

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Re: Norton Driver Updater Issues Big Time

Uli. With all due respect afforded to you and everyone in this thread. Lets all please understand the boilerplate being presented here. This product SHOULD have been tested "in house", thoroughly, and under real world scenarios, vice collecting "logs" from customer machines after an incident to do so. Telemetry, logs, are quantitative data , its not vetting of software before live time.

There are instances where this product has rendered the OS not bootable, yet, you're asking for logs. That cannot happen when a system cannot function. IMA, regardless of whether there was user interaction or not, with this or any other software, the results that follow, negative or positive, are on the software vendor. Moving customers into another help desk scenario to possibly resolve the issue, for a fresh fee is total nonsense. This product should NOT be bricking computers.

Understanding that some devices are custom built, the software used can and will be from multiple providers goes a long way in development. There have been many instances where Microsoft has delivered drivers via Windows Update, and customers have seen the same things that are happening here. In their case, there will be an additional fee to attempt to correct the issue, system restores fail, restore points are wiped clean from the system. Etc., etc. The same things are taking place with DU. Coincidence? Most assuredly not. THAT, is the message being conveyed in the thread. 

SA

MS Certified Professional : Windows 11 Home/Pro 23H2 x 64 build 22631.3155 / Windows 10 Pro x 64 version 22H2 / build 19045.4046 / Norton Security Ultra / Norton 360 Deluxe ver. 22.24.1.6 / Opera GX LVL5 (core:106.0.4998.76) 64 bit-Early Access w/Norton Chrome Extensions / Android 14 One UI 6.1
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Re: Norton Driver Updater Issues Big Time

Very well said SA, I totally agree. 

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Re: Norton Driver Updater Issues Big Time

Hi,

I want to underline again that these are only individual cases! Each case is of course very unpleasant and I am really sorry. And especially not intentional! And we try to help in every single case and to find out the cause. But as you have already said right: Windows itself has regular problems with driver updates.

We were informed e.g. about a problem where you can find on the Internet requests that it comes to bluescreens during the installation of a special driver - but only if certain functions are activated in the bios of a system.

Of course, these cases also occurred when our software installed this driver. We have now blocked this special driver on our side and are waiting for an update from the manufacturer.

We are already testing the software very extremely in-house. But exactly such cases are hardly detectable by us in advance.

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Re: Norton Driver Updater Issues Big Time

Richard Schoffstall is an Angel!  

I also had the %$#&$$@! problem with the Driver Updater, messed up my PC royally.  After several wasted chats online, and a long wasted phone call to support, I came to this forum and saw Richard's info.  I restored my Windows7 system to the day prior to the ^%#$# updater, and voilà I am back in business!  I was going through withdrawals from my card games and Mahjong.

Thank you all, for now and in the future.

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Re: Norton Driver Updater Issues Big Time

Same thing happened to me GrumpyCustomer and I'm furious about it. Currently pursuing them for compensation. 

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Re: Norton Driver Updater Issues Big Time

I paid for and installed DU on my Windows 11 HP laptop. Updated the drivers and all appeared OK. Then blue screen of death and constant rebooting. I could log in to Windows so uninstalled DU. Then Windows went in to 'self repair', getting more and more stable each time until after 3 days, or 45 hours, a stable point was reached. It is still stable 2 weeks later. Will stick to only driver updates offerd by Microsoft in future. Norton did refund the money I had paid for DU.

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