Behavioral Protection Settings Not Accessible (Greyed Out) / Fix Now = "Not Fixed"

Archive
1

I've got N360 installed on 2 Windows desktops. One with Win10 and the other with Win11. Both are kept up to date with latest (but not Preview) updates from MS.

The Win10 machine appears to be behaving without issue.

The Win11 machine's notification area started to post a Norton symbol with a white cross in a red circle a bit over 1-2 weeks ago plus the at the My Norton main page of the software (refer "You are at Risk" Notification screenshot).

I've tried to fix this by relying on Norton's advice posted here and on the main website. The recommended fixes are not delivering a solution. See below for the steps taken:

1. Run "Fix Now" : Failed (refer "Fix Not Complete" screenshot)

2. Apply Support Solution v48063189 - Fix common issues if Norton Fix Now fails

The results of checks recommended by v48063189 are listed below:

a. Norton Cloud Backup - I've chosen not to set this up at all (just like the Win10 machine that behaves fine), so it shouldn't be relevant.

b. Subscription expiration / Subscription cancelled / Incorrect subscription status / Subscription is inactive: Not relevant - the subscription is financially current and the software reports that the subscription is active.

c. Update to the latest version : Live Update applied (multiple times) and machine rebooted just for good measure, so this should not be relevant.

d. Computer is infected : Norton Power Eraser was downloaded and executed. The applications identified by NPE are regarded by me as false positives because they are trusted applications that have been installed for many months and in some cases years. I've marked them in N360 as User Trusted applications. The machine has had no issues before a few weeks ago with Norton 360 as the long standing security software. So, this point should be irrelevant.

e. Behavioral Protection is turned off (refer item 3 below).

3. Apply Support Solution v119297819 - Behavioral Protection is turned off and clicking Fix Now doesn't fix the problem : Failed. I've run Norton Remove and Reinstall multiple times and some time after the machine is restarted, where Behavioral Protection initially reports as healthy, it then flags the "You are at Risk" Notification.

a. As an additional observation to item 3, initially, I can enter the Antivirus Settings page and configure the Behavioral Protection settings. However after a few minutes following restart, those settings become inaccessible, greyed out and are configured as per the detail in Behavioral Protection Greyed Out screenshot. This appears to align with the software flagging the Behavioral Protection risk warning.

b. I'm not sure whether it's relevant but from this thread post,  Auto-Protect Greyed Out, there's a recommendation to disable fast start up to avoid issues. The machine has been configured to run a "cold start" on reboot as per the Fast Startup Disabled screenshot.

 

So, what's going on?

And most importantly what's the fix given that the standing advice (see above) fails to resolve the matter?

Does N360 record a log file that may help diagnose issues that might be of use here?

I'd appreciate advice from a knowledgeable and competent source of help.

2

Hi,

This solves the issue of the "Behavioral Protection at Risk" and clicking the "fix now" option not working. Rather than another clean uninstall and reinstall only to get the error after a few minutes repeatedly I finally went to the task bar Norton icon, right clicked it, then clicked the "Open Norton 360" option, then clicked the "Security" window. then clicked "Advanced". I then turned all toggle buttons off using the 15 minute default button, turned all protection toggles back on without waiting and the behavior protection error was fixed...don't know for how long but for the moment anyways. 

3

It's good to know that I'm not alone.

I've raised a case with Norton technical support - so now I have a case number. The process starts with a chat bot, that flips over to a person on the end of the chat after the AI works out it can't help.

From the person on the chat, I pointed this out:

Me:

Thanks for the case number. I suspect that resolution will take some time.

Is your group aware of the user base trying to resolve the matter but failing and feeling very frustrated?

Help Chat response:

Please do not worry. Our team will resolve your issue. Please rest assured.

I kept pointing the person responding on the chat session to the link to my original post above but they couldn't or wouldn't look at it, so I copy/pasted the entire post. At which point they referred me to Norton voice support.

I'll see where I get to over the phone, hopefully talking to a person and not AI.

I'll share what turns up.

My suggestion is that rather than wear out your fingers in well deserved frustration here, you may get better mileage by raising a case through the application's "Help" process (i.e. Help > Support > Contact Us and then follow the steps). The phone number that I've been given is relevant to my part of the world. Better to work your case and as tedious as it all is, be advised of a number to call suitable for your region.

No guarantees but hopefully that helps a bit.

4

Years ago I worked on a project in München for a few months and found the people there to be friendly and helpful.

Good to see that you're maintaining those standards. Thanks for the tip.

5

Leider wirst Du dort keine Lösung finden, die länger als ein paar Tage anhält. Aber zumindest zeigt der mittlerweile 3-seitige Inhalt auf, was man nicht mehr zu versuchen braucht wink

Schon über 6 Wochen hat man mit dem Fehler zu kämpfen, aber Norton schweigt sich aus sad

Traurige Grüße in die Community

J. Bayer aus München

6

Hello, I also have the same issue. At least for me the issue is the same like in the link you posted. Thank you for the link!

7

Hi gigantor,

könnte dies hier auch zu Deinem Fehler passen? Auch dort hat man mit dem Verhaltensschutz zu kämpfen frown

Norton Autofix every reboot | Norton Community

Gruß

J. B.