I am not a 'nerd' and am not familiar with Tech stuff, My pc auto updated the OS to W10 v2004 and ever since the Norton VPN won’t start/connect, just gives an error message; "Connection Error, Please try latter". I've used all the Norton 'help' fixes I can find, no luck. I even tried the Norton Chat, but because of Covid I'm told by Norton that all their agents are working from home and don’t have the facilities to fix errors themselves by accessing my system but to try yet another remove and reinstall, my third time!!!!! I had another chat session and was told somebody from Norton would phone me within 72 hours, so far nobody has! However, when I shutdown or reboot my pc I get the attached pic displayed stating the ccSvcHst isnt working as it should! What I need to know whilst waiting for a fix is, is this a serious issue? Is my system at risk? Is there a 'fix'? As a senior citizen, every day is important to me, I just lost a whole day trying to fix my pc using the fixs offered by Norton and I got nowhere using them or there chat line. I am also confused as MS forums say that there is a problem with some programs not being compatible with W10 v2004 and Norton comments blaming MS for a shoddy launch with too many bugs still to be still to be fixed! Whilst these 2 mega money makers are arguing whose fault it is my system still needs its fix!! I am not some ‘old’ grouch, just frustrated that I can’t get an answer to resolve an issue that threatens my main communication media.
Read the link and thank you again.
I did the following today prior to your message; Cleared out manualy all Norton files and any old Downloads prior to 3 August, Turned off Auto-Protect, Sonar Protection and Smart Firewall. Download NRNr. Ran the the Remove only, Reboot, checked manualy for old files and remnants. Reboot, ran Remove only again, Reboot, checked Manualy for old and remnant files etc. Download and Install direct from My Device.Reboot. Ran Live Update, Reboot, Ran Live Update, Reboot, Ran Live Update, reboot. All working except the VPN, same error message; "Connection Error - Secure VPN has experienced a connction failure, please try again latter" Grrrrh! Still nothing from Norton Support Grrrh Grrrh!!!!
...A few years ago I did a complete wipe of my old Norton Internet Security (NIS) product before switching to Norton Security (NS) on my 32-bit Vista SP2 machine, which started with an uninstall from the Control Panel (Programs | Programs and Features) using the option to "Remove all user data", followed by a wipe using the Norton Remove and Reinstall (NRnR) tool in advanced "Remove Only" mode (Advanced Options | Remove Only | Remove)...
Hi Bubba-France:
Further to my comments <above>, I should mention that I posted step-by-step instructions for a clean reinstall of Norton in cali_grl's April 2020 thread Norton Security Scan is AWOL.
Where in Canada, my wife lived in Toronto, worked with Air Canada and BOAC after being in the UK RAF.
My use of Norton is purely system protection and VPN, although I'm a Brit, we prefer to watch CNN USA as our son lives in SLC, so VPN on a US Server is very good to by-pass all the tracking, pop-ups etc. and we love to watch the [REMOVED]
Never will use credit card protection and the like, don't trust it!
Generaly the chat room is in down town Bombay and the upper tiears are in Ireland and the US for English speakers.
I take onboard your words on Geographical location, however, my system's Norton is a UK subs as I 'work' in France but 'live' in the UK with a UK Account address and payment base (GBP) and its worked fine all these years, even when I have had to have support and they've (Norton) have taken remote control.
Been with Norton for around 14 years, perhaps I need to look round to see who offer what, need to bone up on some forums etc. I appreciate that COVID is causing all manner of problems even so, when they say they will call me within 72 hours, I expect them to keep to that contract, after all, thats what we pay our subs for! I don't think the ccSvcHst (which has cleared since I deleted all remnant files) is related to the Norton VPN problem but its very frustrating not getting the VPN fixed.
I don't see why I should have too, but perhaps I will give the chat room another go tomorrow if I haven't heard from Norton today.
Oh yes, nealy forgot, tried the Remove only and then reinstall procedure, still the same problem, sure its a conflict betwennWin10 2004 and Norton 360. I might just try turning off first all the protection before downloading the NRnR and run the 'Remove' with protection in the 'off'.
Have a great day, be safe, and hope to pick up with you again soon.
...I'm in france but use Norton UK. (I got Norton 360 Lifelock Deluxe Premium..... wotever!!! as a result of watching US TV ads for Norton 360 Lifelock and its support. The American service must be a lot better than Europe's or the UK's????)...
Hi Bubba-France:
If Norton Customer Support ever calls you back be sure to tell them that you're using your computer in a different country than where your license was purchased, since Norton can be very fussy about the region where you use your computer - see the Norton support article Message: "This product key is not supported for the country registered to your Norton account" for one example. I don't see how your location could be related to your ccSvcHst.exe shutdown error or Secure VPN connection failure if you're still within the EU (unless this is Emmanuel Macron's idea of revenge for Brexit ), but you never know. I suspect you're correct that your Secure VPN problem is probably a new glitch that was introduced by your upgrade to Win 10 v2004.
I live in Canada and some Norton products available in the US like Norton 360 with LifeLock Select (5 devices, 100 GB offline storage plus LifeLock identity theft protection and credit card monitoring) aren't even offered in Canada because the credit bureaus they use (Equifax/Experian/TransUnion) are primarily for US citizens. As far as customer support goes, I think we're all in the same boat - if you contact them via Live Chat at https://www.norton.com/chat I believe everyone is connected to the same offshore call centre outside the US. A few years ago I had a problem escalated to second tier technical support and the phone call came from Ireland.
I am going to clear out ALL Norton progs and clean pc of any old N files and start over? I have again searched for any rogue files, found none, so will see how I go. I'm taking your advice and WONT be following the advice Norton gave you for your Vista (Scary!!!) so going to try the reinstall again as I have no idea if Im going to ever here from Norton again, besides they are happy to take my subs if they dont have to do any work for it!! I'm in france but use Norton UK. (I got Norton 360 Lifelock Deluxe Premium..... wotever!!! as a result of watching US TV ads for Norton 360 Lifelock and its support. The American service must be a lot better than Europe's or the UK's????)
Once again, I sincerely thank you for your efforts to help me.
Bubba-France:
Originally had installed Win 7 Ultimate but in those days used Bitdefender. When Win10 upgrade came along installed the upgrade but since then have Reset system twice, second time did a clean install having purchased Win10 Pro and installed Norton Deluxe, plus all the upgrades to current Norton 360 Deluxe. As sggested, checked all files, sys32, Program files etc etc, found one old Norton program which was not unpacked in the Public Download folder, so deleted that. After searching the only files left are either 24 July 2020 or 3 Aug 2020. I'm going to reboot now and then if still a problem, will delete all Norton 360 products using the NRnr removal utility tool, check system for any remnants and clear out as apropriate and then reinstal Norton 360....
HI Bubba-France:
If you've never installed an older Norton product on this machine since your clean reinstall of Win 10 Pro then I have no idea why the Symantec Service Framework (ccSvcHst.exe) is causing issues on your system now. Just note that there are "old" Norton 360 / Norton 360 Premium products that date back to the days of Norton AntiVirus, Norton Internet Security, etc. (I don't know why Norton decided to call their new product line Norton 360 with LifeLock Standard/Deluxe/Premium and couldn't come up with a new product name) so be sure you download a fresh copy of your Norton 360 Deluxe installer from your Norton Account (https://my.norton.com/account/subscriptions) and don't reinstall with an "old" Norton 360 (or Norton Security Deluxe???) installer. The "new" N360 products like your Norton 360 Deluxe are completely different products and come with upgraded features like Secure VPN, SafeCam, LifeLock identity protection (if you live in the US), etc.
A few years ago I did a complete wipe of my old Norton Internet Security (NIS) product before switching to Norton Security (NS) on my 32-bit Vista SP2 machine, which started with an uninstall from the Control Panel (Programs | Programs and Features) using the option to "Remove all user data", followed by a wipe using the Norton Remove and Reinstall (NRnR) tool in advanced "Remove Only" mode (Advanced Options | Remove Only | Remove). (warning: the advanced "Remove Only" mode of the NRnR tool can also remove or damage other Norton products like Norton Utilities, Norton Ghost, etc.)
Here's what Norton Customer Support suggested for a final manual cleanup to remove any stray files and registry entries left behind by the NRnR tool, but please note that these locations would only apply to 32-bit Vista SP2. You would have to ask Norton for a list of locations [e.g., C:\Program Files (x86)\...] that match your own operating system.
Create a system restore point (I went a step further and also created a full disk image with Macrium Reflect Free and had emergency rescue media created with Macrium on hand).
Run the Registry Editor (regedit) and create a backup of the registry (File | Export).
Expand HKEY_CURRENT_USER\Software\ and delete all Symantec and Norton folders.
Expand HKEY_LOCAL_MACHINE\Software\ and delete all Symantec and Norton folders (including old SymNRA and SymNRT folders).
Expand HKEY_USERS\.DEFAULT\Software\ and delete all Symantec and Norton folders.
Exit the Registry Editor.
Check C:\Program Files and delete all Symantec and Norton folders.
Check C:\ProgramData and delete all Symantec and Norton folders (including C:\ProgramData\NortonInstaller).
Check the hidden C:\Users\<yourusername>\AppData and delete all Symantec and Norton folders (although I don't recall finding stray files in that location after running the NRnR tool in "Remove Only" mode).
EDIT:
I wont be removing the Norton Utilities prog.
What version of Norton Utilities (NU) do you use? If you've already run the NRnR tool in advanced "Remove Only" mode then you might have already damaged your NU installation. I'd suggest you uninstall NU, perform your clean reinstall of N360 Deluxe, and then monitor your system to see if your shutdown error returns before NU is reinstalled again.
Originally had installed Win 7 Ultimate but in those days used Bitdefender. When Win10 upgrade came along installed the upgrade but since then have Reset system twice, second time did a clean install having purchased Win10 Pro and installed Norton Deluxe, plus all the upgrades to current Norton 360 Deluxe. As sggested, checked all files, sys32, Program files etc etc, found one old Norton program which was not unpacked in the Public Download folder, so deleted that. After searching the only files left are either 24 July 2020 or 3 Aug 2020. I’m going to reboot now and then if still a problem, will delete all Norton 360 products using the NRnr removal utility tool, check system for any remnants and clear out as apropriate and then reinstal Norton 360. I wont be removing the Norton Utilities prog. How does that sound?? Still heard nothing at all from Norton Support
Thanks for this Imacri but I'm pretty confident that as all machines have had a complete 'clean' install of their OS and related products so the most recent last Norton 360 I had was Feb 2020. ...One additional thing, on this machine only the ccSvcHst problem has return for whatever reason on shutdown, see att pdf. ...
Hi Bubba-France:
If one of the Norton employees doesn't join this thread and you require further assistance let us know if your Win 10 v2004 machine originally shipped with an older OS (e.g., 32- or 64-bit Win 7, Win 8.x, etc.), the approx. year Norton was first installed on this computer (including any 1-year trial version of Norton that might have been installed at the factory) and whether you have ever used any other Norton products like Norton Utilities, Norton Ghost, Norton Security Scan, etc. on this computer. You might also want to search your hard drive to see if you can find the location of this ccSvcHst.exe file and check what date it was created / last modified.
I still suspect that your Symantec Service Framework (ccSvcHst.exe) file is a remnant of an older Norton installation, but perhaps there are other Norton products that still use (or at one time used) this executable that I'm not aware of. If you think it would help, I can provide a list of common locations where remnants of older Norton registry entries and disk files like ccSvcHst.exe used to be located.
Thanks for this Imacri but I'm pretty confident that as all machines have had a complete 'clean' install of their OS and related products so the most recent last Norton 360 I had was Feb 2020. Indeed, as all 3 of my machines have the same problem with there VPN, I'm 99.99% certain the problem has been created by a conflict between W10 2004 and Norton 360 or Norton 360 with W10 2004. One additional thing, on this machine only the ccSvcHst problem has return for whatever reason on shutdown, see att pdf. I have to aslo say, I am not best pleased with Norton Support, all be it they are operating with a reduced service they stated they would contact me in 72hours, that ended 39 hours ago, heard nothing and I still have no VPN and still have the problem with the ccSvcHst error. Incidentally, I've checked the Device Manager for any rogue file etc and nothing springs out, so guess I'll just have to wait for Norton or Windows, or both, to get there acts together. Thanks anyway.
Bubba-France:
...funny you should say about the old files/remnants, I had a good few left behind that the Removal tool didn't remove, had to do that manualy, that appears to have got rid of the shut down error ...
Hi Bubba-France:
User nemesisyklee had a similar problem when they tried to remove an older version of NIS with the latest version of the Norton Remove and Reinstall (NRnR) tool (v4.5.0.104) and Norton Customer Support provided an older version of their removal tool - see the April 2020 thread Norton Internet Security Can't Be Removed Even with NRnR.exe.
At the time I assumed this older removal tool was the discontinued Norton Removal Tool (NRT.exe) but I'm not sure now. BleepingComputer supposedly has a copy of the Norton Removal Tool for Windows XP/Vista/7/8 archived at https://www.bleepingcomputer.com/download/norton-removal-tool/that can remove older Norton 2003 to 2012 products, but when I tried that download link today it offered an older (v4.4.0.71) Norton Remove and Reinstall (NRnR.exe) tool and not the Norton Removal Tool (NRT.exe).
Regardless, I wouldn't run BleepingComputer's older Norton Remove and Reinstall v4.4.0.71 (NRnR.exe) tool now since it would likely damage your new N360 installation and require you to perform another clean reinstall.
Hi Imacri, funny you should say about the old files/remnants, I had a good few left behind that the Removal tool didn't remove, had to do that manualy, that appears to have got rid of the shut down error however, the problem with the VPN continues on all my machines, so no VPn for now until either Norton or MS come up with a resolve. (I see that others are having the same problem) I will say, I'm a bit dissapointed with Norton especially as they really push their product in the US and as for MS, well, nobodies gonna get anywhere with MS and it monopoly, every one is at their mercy!!!
Bubba-France:
...However, when I shutdown or reboot my pc I get the attached pic displayed stating the ccSvcHst isnt working as it should! ...
Hi Bubba-France:
Just a quick comment regarding your ccSvcHst.exe error at shutdown:
I don't have the "new" Norton 360 installed on my Win 10 v1909 machine, but if I recall correctly the Symantec Service Framework (ccSvcHst.exe) was the name of the main Norton executable for older Norton (2013) v20.x and earlier products - see my post in DonP's 2017 thread ccSvcHst When Turning Off Computer. Norton v21.x and newer products have main executables with names like nis.exe, n360.exe, ns.exe, etc. If you're a long-time Norton user, I'm guessing that JJ_'s suggestion to run the Norton Remove and Reinstall tool in advanced "Remove Only" mode (Advanced Options | Remove Only | Remove) cleaned up some orphaned remnants of an older Norton installation that was causing the OS shutdown error in the image you attached <here> to your original post.
Hi Peterweb, I’ve done what you have said, to the letter, twice in fact, and still no VPN!! 2 things I have found out however.
1: I no longer have the ccSvcHst error coming up on this machine when I shut down.
2: I thought I would check my other two machines, guess what! ALL my machines have the same problem…. now.
After all three machines have had the Win10 2004 update auto installed and since then Norton VPN hasn’t or won’t work. Grrrrrh!
Interested to know how many others have had this problem with Norton VPN and Win10 2004 Update and, how long is it going to take either and or both Norton and MS to sort this out??? Thanks for your help though, guess there is nothing else to do except wait for somebody to resolve this issue!
Now that you have disabled Fast Startup, try the reinstall tool again. As JJ_ noted above when you run the tool, you need to choose the Advanced > Remove Only option. Restart your computer and then log into your Norton Account and click on the download button and follow the directions to 'Install on this device'. After installing, restart the computer again and then run LiveUpdate manually a few times, restarting as necessary, until no updates are available.
The cause of this issue you are seeing is probably the Windows update to ver 2004. These major updates have been notorious for messing up installed software.
Hi, I don't know what 'Fast start' is, never heard of it before, my power settings are on 'ballanced'.
As for the Norton uninstall/reinstall process, first time time I used the Norton removal tool to remove the prog, rebooted pc, reinstalled 360, still same error after install; Followed all the fix-its including 3 times the remove:reinstall tool, no change, still can't use th VPN, just says 'Connection Error, please try again later!!
Have you turned Windows Fast Startup off? If not, instructions can be found Here Reboot afterwards.
Have you tried a "complete remove only" of your Norton product using the NRnR tool? If not, please see this Link Scroll down to "I need help removing Norton" Read through article steps 1 - 8. Then go back to step 1 and click the download link.
After starting the program, ensure you Click Advanced Options and select " Remove Only"
After rebooting your PC, login to your My Norton Account and download your product and reinstall. After installation completes, reboot and then restart your Norton product and manually run Live Update a couple more times until it says no further updates are available and then reboot again.
), but you never know. I suspect you're correct that your Secure VPN problem is probably a new glitch that was introduced by your upgrade to Win 10 v2004.
Still heard nothing at all from Norton Support 