Cannot run any scan or open settings in NIS2013 on Windows 8 Pro

Hi,

I recently purchased NIS2013 for my windows 8 system and to my surprise it does not work so well like it worked on Windows 7.

Here are the problems which I'm facing right now

  • Cannot run any scan. Clicking on the scan buttons does absolutely nothing
  • Cannot open up any settings
  • Cannot run Live Update

Although it says "your system is protected", but I seriously doubt it. Tried reaching support but all they do is reinstall the product. It works for a moment but is back to the same problem again in next 30 or 45 minutes.

 

Right now I completely feel that Symantec robbed me with this product.

 

Configuration:

  • Windows 8 Pro x64
  • 8GB RAM
  • Intel Core i7 1.73GHz

Is your Windows 8 installation on a new computer or did you upgrade from a previous version of Windows?

 

Did Support use the Norton Removal Tool or the Norton Remove and Reinstall tool?

 

 

 

It's a complete new installation of Windows 8. I have a dual boot configuration.

 

Support team used Noton Remove and Reinstall tool.

there is now a lot of us with this issue.   Check this forum for other posts from people who have the same problem and silence from Norton.  When my 130 days left are up if it is not fixed Im out of here and moving camps.

if thats the case then moderators please note we need a refund. I can’t pay for anything that only works after repeated reinstallations.


_ppaliwal wrote:
if thats the case then moderators please note we need a refund. I can't pay for anything that only works after repeated reinstallations.

That is always your choice. As long as you have purchased your Norton product within 60 days, you can get a no questions asked refund. The best route is to contact Support via online chat at   www.norton.com/chat

 

You have to realize that you are dealing with 2 new products that will both have teething pains to begin. Win 8 and Norton 2013.

 

If you wish to continue troubleshooting, I would suggest doing a more thorough removal with the Norton Removal Tool.

 

Download the Norton Removal Tool from here   www.norton.com/nrt
If you use Identity Safe, backup/export your data. Use the CSV format for compatibility.
Uninstall your Norton product with Windows control panel.
Reboot.
Run the Norton Removal Tool.
Reboot.
Log into your Norton Account from here   www.account.norton.com
Click on the Download button beside your current product subscription. This will download and install a preactivated copy of your product.
Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.
Try to log into your Identity Safe. If you can, you are done. If not, Import your Identity Safe data.

 

Let us know what you decide.

 

 

I have uninstalled and used  Nortons removal tool and reinstalled several times over with no luck. The lady on live chat tried to fix it and failed and she admitted that the problem would now be looked into.  I hope.  I asked if I could go back to the stable 2012 version. The live chat person said that the 2012 version is not really the best choice for Windows 8 but she never went into details.

Is "things happen" going to be the new motto for Nortons now?  what a cop out.

 

Seems to be the latest excuse, last week it was all Microsofts & Windows 8 fault but (cough cough) never NIS 2013.
Maybe Microsoft should have consulted Norton and built their new OS around NIS 2013 ?  LOL

 

So when we all change camps to a different brand we can take comfort in the fact that "things happen"    LOL   ;)




mfree45 wrote:

I have uninstalled and used  Nortons removal tool and reinstalled several times over with no luck. The lady on live chat tried to fix it and failed and she admitted that the problem would now be looked into.  I hope.  I asked if I could go back to the stable 2012 version. The live chat person said that the 2012 version is not really the best choice for Windows 8 but she never went into details.

Is "things happen" going to be the new motto for Nortons now?  what a cop out.

 

Seems to be the latest excuse, last week it was all Microsofts & Windows 8 fault but (cough cough) never NIS 2013.
Maybe Microsoft should have consulted Norton and built their new OS around NIS 2013 ?  LOL

 

So when we all change camps to a different brand we can take comfort in the fact that "things happen"    LOL   ;)




The "things happen" is my signature line to try to remind people that like any other important data, you need to backup your Identity Safe data.

 

No one has said it is all Microsoft's fault. What has been said is that users are trying to get 2 new products that must work very tightly together to work perfectly. Unfortunately, I have found nothing perfect in this world. I had a problem that I was thinking might be NIS 2013 related because it started around when I installed NIS 2013, I checked my Event Viewer and found it was a feature added with the installation of iTunes was causing multiple errors. Once I uninstalled that, everything was fine. Can you check your Event Viewer to see if there is anything obvious that could be involved with your problems?

 

If you would like to revert to NIS 2012 to try with your Win 8, here are the directions.

 

Download the Norton Removal Tool from here www.norton.com/nrt
Download the NIS 2012 from here  www.norton.com/nis12
If you use Identity Safe, backup/export your data. Use the CSV format for compatibility.
Uninstall your Norton product with Windows control panel.
Run the Norton Removal Tool.
Reboot.
Run the NIS installer.

To keep NIS from upgrading itself to 2013 again click on Settings - Computer- Updates. Then turn off the option for Automatic Download of New Version.
Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.
Try to log into your Identity Safe. If you can, you are done. If not, Import your Identity Safe data.

Remember, most posters here are volunteers trying to pass on our experience with the products. Norton Employees have their names in Red Letters.

 

We are only here to help, and we can only help those that are willing to receive it.

 

 

 

I really don't see very often the names in red letters. 

 

 

My event viewer says nothing to report, no problems even when NIS 13 wont scan or open its setting menu.

Just like when the live chat lady from Nortons said, it is a bug, she will lodge a report as she could fix it or find what had caused it.  She noticed that Nortons itself was reporting all was well when she could plainly see it was not.  Im glad the error showed when she was live and in control of my desktop. 30 minutes later she gave up and said she would pass it on as a found problem.

As for this problem itself Im at wits end as I have tried everything that anyone has suggested.
With no luck.

.And as there is others with the same problem I know its not just a isolated case.
Im always appreciate help in any shape and form but to be told the same things over and over becomes frustrating.

 The LOL and the wink  ;)   = light hearted and humor, never sarcasm as I often see in the forums.

I think this problem is related to Windows 8's fast startup feature. I was also having this issue with my 2 pcs, then tried this solution on one of them, and the problem is gone.

 

Windows 8 comes with fast startup enabled by default. This may be a good feature but your computer actually doesn't turn off completely, so it restarts a bit faster, like restarting from hibernate in Windows 7. Fast startup doesn't effect restarts, so Norton works normally after a restart, but not after a non-complete shutdown.

 

To turn off fast startup;

-Go to Control Panel, Power Options

-Select "Choose what the power buttons do" from left side.

-Click "Change settings that are currently unavailable".

-You'll see "Turn on fast startup (recommended)" at the bottom with a tick in it. Disable it, and try Norton for couple days to see the problem still exists.

 

On my other pc, I had to go back to NIS 2012, and there is no problem with fast startup, but the 2013 version seems to have problems with this feature.