At risk icon, computer need scanning, nothing happens when pressing fix now

Hi,

I have Norton internet security fixed on my computer windows 8 then I purchased the key and activated it, it worked properly but now I get the red icon "at risk" and it seems that my computer need to be scanned but nothing happens when pressing "scan now"

and when pressing "fix now" I get the  "fix not complete" window,

Item: "quick scan",

Status: "not fixed"

Hi Hakimdi,

 

1) Open run command by pressing Win + R from keyboard.

2) Type : drivers and press enter.

3) Check if you have any SMRXXXX in folder ,if yes, it should be 2 files , delete both , but onlyn 1 will be deleted.

4) Now repeat Step # 1

5) Type msconfig and pres enter.

6) System Configuration Utility opens up.

7) Open Boot tab.

8) Check Safe boot and Network below that.

9) Click OK and restart.

10) It will open in safe mode with networking.

11) Now repeat step # 1

12) Type : navw32.exe /quick (1 Space between exe and /)

13) It will start quick scan.

14) Repeat Step # 1 by the time.

15) Type : drivers and press ok

16) Check for remaining SMRXXXXX if any & delete them.

17) After scan is completed, repeat step # 1

18) Type : msconfig and press ok

19) Open boot tab & uncheck safe boot.

20) Click ok & restart the PC

21) Try quick scan again & it should work.

 

Let me know if that does not work.

Thank u BalsaraBhavin for your reply,

Actually I didn't find any file with the name "SMRXXXX" in drivers.

What do u think should I do?

 

Hai,
Before that:
Did you try to scan it by using the tray icon or Taskbar icon.
(Right click on NIS Icon -> select Run quick scan).
You may also try to update NIS to latest version by the same way ( select Update instead of scan untill no more updates are downloaded and installed)
If its not working, you may need to reinstall the NIS once again (Before that backup your ID safe data) as some error is with files of NIS.
nrnr or nrt will help with reinstallation of NIS.
Poast your inference and queries. . .

Hi Hakimdi,

 

Did you try all the steps ? Because your problem should be fixed with the steps I have given. This has fixed issue on many customer's computers.

 

Hi Hakimdi,

 

Please don't try removing and reinstalling Norton, directly.

Rather run live updates until it says "No updates are available"

Restart the computer after that , try again live updates until no updates are available.

Then again try run quick scan from Norton User Interface.

 

Let me know if anything is required..

BalsaraBhavin you were right

I applied ur steps and it worked, it's scanning right now as I'm writing, no SMRXXXX file appeared in anytime though.

I couldn't understand what was the problem, but obviously u did and fixed it, and that all what it matters.

Thank you very much for the professional exhaustive reply

 

Thank u Nikhil_CV

Please verify your system clock is correct s far as date,time and time zone are concened.

Are you clicking on Fix Now?

 

 

 

Did you try a manual Quick Scan or Full System Scan?
If not, Please try those too.

Hello

 

Please try clicking on Support on upper right of your program and then on the get support on the dropdown. The get support should scan your computer for any problems and will fix it if it can.

Please specify your NIS version. (If you have used NRNR to reinstall, its now 21.1.1.7)
Check it by going to NIS window -> Support -> About
Second line shows your version

 

Have you tried to do installation or reinstallation by removing all userfiles (When you use NRNR or NRT this option is there)?

Yes mine’s the latest version (21.1.1.7). I used the Norton removal software provided on the Norton site (don’t know precisely what it did or did not remove). As I said this did actually clear up the problem but now, 2 weeks on, it’s doing it again. Funnily enough, in safe mode, it will perform a "full system scan" (no other options are offered in safe mode)

Hi,

Thanks for the info.

How did you perform the Quick scans and full system scans? Was it after a live update and did you just right click or went into the NIS main window / gui?

Do you connect it to internet in this 14 days (2 week period)?

 

NIS has to be updated once in 5 consecutive days. Its a recommended and default duration for maximum un-updated period for virus definitions.

Also NIS require you to perform a quick scan every 5 days (Its performed automatically after live updates, when system is idle)

More-over Norton first checks for updates before scanning

 

Please post back.

It now seems to be working again (for no apparent reason). Re your questions yes I perform scans manually using the NIS GUI, I connect to the internet nearly every day and Norton updates more or less daily (often several times in a day). I also run frequent quick scans - so those are not the problems (though frankly those seem rather exacting conditions to keep up in order to maintain a piece of software). On the whole Norton software is not currently rating very high on my personal popularity pole Thanks for your interest anyway though.

Hey next time you encounter this please post the screen shot ( Just for reference) and also see the security history entries for unresolved security risks, live updates, and recent or full history with any label other than ‘info’ under severity in the same time frame when you found the problem.

Hi, Prunesqualer. Please note that the Norton Removal Tool and The Norton Remove and Reinstall Tool, are two different programs.

 

Normally the NRT would be used, if you were totally uninstalling a Norton product.

 

The NRRT is normally used to clean up a corrupted install, and replace it with a clean one.

 

This often fixes problems with the current install, and is a pretty quick process.

 

http://www.norton.com/nrnr

Hello

 

Uninstalling and reinstalling Norton product should not be a tedius project to do. Norton does this procedure rather quickly. What security program did you use before your Norton product and how was it uninstalled? If it was a tedious procedure, then it sounds like something is blocking it or interferring with the program. Do you have any other live programs running ( security programs)?

My internet connection is rather slow, plus my system take an inordinate amount of time to shut down and restart, so for me Uninstall-Reinstall is not quick and easy. I would rather Norton worked on their product reliability. Thanks all the same guys