Computer is dead after running Norton deep clean

Norton 360 for Windows
1

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract:

Detailed description: I have not had the use of my computer for over a month now. this happened after i ran the NEW Norton deep clean or something to that name. now I’m getting the run around about how the level 3 team is suppose to get back to me. Again, its been over a month and i haven’t heard anything. The only thing that my computer does now is show the HP logo, nothing elese.

Product & version number: Norton 360

OS details: Windows 10

What is the error message you are seeing? there is just a black screen with the HP logo

If you have any supporting screenshots, please add them:

2

What Norton product were you using? This sounds like a Norton Utilities Ultimate feature?

Have you tried logging into Windows Safe Mode and doing a System Restore?

1 Like
3

I think you are right. but there is no way to log on when my screen is completely black

4

Do you have, or can you get a Windows Installation media you can use to boot from and run a Windows Repair.

5

when i did talk to norton, they had me download a windows installation media on a thumb drive but that didn’t work either.

6

Here is a HP tutorial on booting from usb devices. It may not be enough to just download the installer file to the thumb drive, if the thumb drive was not prepared for booting.

https://www.hp.com/us-en/shop/tech-takes/how-to-boot-from-usb-drive-on-windows-10-pcs

7

i will look at it right now and report back

8

well, there went that. still nothing. just a black screen with the HP logo in the middle.

9

@philip_ontiveros When the PC boots can you get into the BIOS setup menu? If so reset the BIOS to defaults and reboot, recheck. What is the model of your HP?

SA