Can't Install N360

Norton Security | Norton Internet Security
1

After several installation failures, I came here to ask if our situation is unique or if anyone here has encountered the same installation failures with N360. Our Win7 Core i5 laptop is sick...I have attached OTL file for your inspection.

Cutting to the chase, our computer was infected with the MoneyPak trojan although it was "protected" by McAfee Enterprise AV. I uninstalled McAfee, and then tried to install N360. It ran, then said something about an error, then offered the Norton Power Eraser solution which was tried, and failed. After three more failures, each time with different methods, used the CD on bootup, failure, cleaned out all Temp files, failure; downloaded trial copy to desktop, failure, and gave up yesterday.

Today we went to safe mode, downloaded Norton Power Eraser, went through the routine and restarts. After it found one instance of malware, we went with a normal start up and tried installing N360, again failure. Going back into safe mode, I tried installing from the desktop; download and met installation failure.

Since we couldn't install N360 and needed to remove the MoneyPak trojan, I used Malwarebytes, which found 16 instances and one Trojan (Moneypak).

Thinking the trojan defeated, I uninstalled Malwarebytes, and tried re-installing N360; failure....

And since I opened the box of failure, I cannot return the software. Now is your time to shine, I need some fast recommendations that could be corrupting the N360 installation. Or could it be that the current version (as of Jan 3, 2013) is corrupt? Couldn't I go back to the prior release of N360, then use the license to upgrade if installation is successful? If so, where is that version?

2
igmuska wrote:

After several installation failures, I came here to ask if our situation is unique or if anyone here has encountered the same installation failures with N360. Our Win7 Core i5 laptop is sick...I have attached OTL file for your inspection.

Cutting to the chase, our computer was infected with the MoneyPak trojan although it was "protected" by McAfee Enterprise AV. I uninstalled McAfee, and then tried to install N360. It ran, then said something about an error, then offered the Norton Power Eraser solution which was tried, and failed. After three more failures, each time with different methods, used the CD on bootup, failure, cleaned out all Temp files, failure; downloaded trial copy to desktop, failure, and gave up yesterday.

Today we went to safe mode, downloaded Norton Power Eraser, went through the routine and restarts. After it found one instance of malware, we went with a normal start up and tried installing N360, again failure. Going back into safe mode, I tried installing from the desktop; download and met installation failure.

Since we couldn't install N360 and needed to remove the MoneyPak trojan, I used Malwarebytes, which found 16 instances and one Trojan (Moneypak).

Thinking the trojan defeated, I uninstalled Malwarebytes, and tried re-installing N360; failure....

And since I opened the box of failure, I cannot return the software. Now is your time to shine, I need some fast recommendations that could be corrupting the N360 installation. Or could it be that the current version (as of Jan 3, 2013) is corrupt? Couldn't I go back to the prior release of N360, then use the license to upgrade if installation is successful? If so, where is that version?

Hi,
User/volunteer Quads has helped many other users clean this problem from their machines. BUT, since you have run so many different tools in your attempt to do the job yourself before seeking expert help he may not want to pick up in the middle and undo what you have done so he can clean out the original mess.

If this is the case then I would suggest that you try one of the following;

http://www.bleepingcomputer.com
http://www.geekstogo.com/forum/
http://www.cybertechhelp.com/forums/
http://forums.whatthetech.com/

They, like Quads, have very strict rules which you must follow in order for them to help you. The first is that you must stay with the expert that first agrees to help you. The second is that you do nothing without explicit instructions from that expert.

Good luck and keep us posted

3

Did you read this? Or did you just scan and see MalwareBytes, then give your verbose answer?

 

From your answer, it is clear to me that this forum will not be able to help us in our situation with this laptop. As I feel that the Quad solution will involve remote access and is therefore unacceptable

 

Thank you

4

<<  As I feel that the Quad solution will involve remote access and is therefore unacceptable >>

 

In which case your feeling would be completely wrong -- he does not use remote access but as said he does not treat situations that have been worked on since that deprives him of a known baseline.

 

He is a volunteer, not a Norton  Staffer, and so the decision is his.

 

Removing that kind of malware is a highly skilled and specialized operation whereas these forums are intended to help people with the installation and use of the Norton Software but does not pretend to be a dedicated place to deal with problems caused by malware that may get through defences (McAfee in your case) or even be unwittingly invited in by the user.

 

You would be well advised to follow the suggestions made by Dick -- there is so much you did at the beginning and a few things you do not mention doing like running the special McAfee cleanup tool that I doubt that we volunteers can help you get your computer back to normal after your problem with McAfee.

 

 

5

I pressed PROBLEM SOLVED...and yet your answer just reminds me again why I must send another email to Norton, stating that this board has not yet given a real solution to why trojans and other instances of malware such as MoneyPak continue, instead as in my case, I get two canned answers beset with airs of superiority and a lack of understanding of the real world in terms of how the common man uses the Internet and will get virii from such doings.

 

You all have to take customer relations trainings...there is an old saying, if you have nothing good to say, don't say anything at all...

 

PROBLEM SOLVED

6

I see a user that uses all sorts of tools, and even OTL incorrectly.  

 

Good to see it was figured out though.

 

Quads

7

2012 products  (AV Comparitives won't test Comodo AV, as far as I know still, for public results.).

 

Source : PCmag

 

 

Quads

 

 

8

igmuska,

 

<<  I get two canned answers beset with airs of superiority and a lack of understanding of the real world in terms of how the common man uses the Internet and will get virii from such doings.  >>

 

You seem to be under a misapprehension here -- unless you see the username printed in bright red which indicates a Norton Staffer all of us here are users and I doubt if there is a single one of us who has not had the sort of problems that bother other users here. Some of us have even had infection from malware.

 

You have not been here very long but I can assure you that there have been many explanations -- and you will find them on the support forums of every security application -- of how and why "the common man" gets infected. The reasons range from totally new attacks not encountered before although the new predictive defences help with these through to inadvertent invitation by the user who is not aware that clicking on "No thanks" actually triggers "Yes please" behind the scenes.

 

If you think that that should be detected by the security application and blocked then I guess you have forgotten, or did not experience, Microsoft's VISTA uber-protective nanny that drove everyone crazy by asking did you really want to do that every time you clicked on something .....

 

But if you want to know about your infection you should ask McAfee why it did not protect you.

 

<< You all have to take customer relations trainings...there is an old saying, if you have nothing good to say, don't say anything at all...  >>

 

This applies to users too -- don't attack or disparage the people who are trying to help you.