Connecting to my Account

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Hello!  I have been with Norton now for over 10 years or more and these last few months I can't resolve my problem.

1.  Pop up requesting that I need to purchase "drivers" every time I hit the button to purchase it disappears.

2.  I'm not a tech person, but I know I have been dealing with a Virus, Malware or Trojan.  They have access to my computer even though I plug in my ethernet for online.  On my tool bar when I turn on my computer, no internet they access by a lomeinrescue tool and there little blue circle pointer pops up.  This like I said has been going on for months and no one has completely fixed it.  I can't get access

to my account.  Finally found this which I don't know if it's a real Norton Site or not.  Can't talk to a real person.  My connections to Norton are disappearing one by one.  Help please.

 

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Hello Marie S. On an unaffected device download Revo Uninstaller. Or to the affected machine if possible and run the installer. Here is the support article from Revo on what to do: Note - There are three methods to choose from. I would use method #2 first and see what results you get.

https://www.revouninstaller.com/preview-log/?pid=7565&pname=LogMeIn

SA

 

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Hello @Marie S
Welcome to Norton Community

 Marie S:
I can't get access to my account. 

You cannot access your Norton account? 

Please allow all Norton pages content in order to provide the best experience possible.

  • Please turn ad/content-blocker & VPN off.  
  • Please allow all Norton cookies/ads/scripts/frames/trackers/beacons/etc.
  • Please allow all Norton pages content that may be blocked by browser extension &or built-in browser function. 
  • Please whitelist-allow 'support.norton.com', 'my.norton.com', 'login.norton.com', 'buy.norton.com', 'renew.norton.com'

1) You want to purchase Norton Driver Updater?  Why?

2) Did "they"? install LogMeIn Rescue tool?  Does affected machine have internet access?
Do you have access to safe machine with internet access?
Who has been trying to help you?  Who is "they"? 

Have to tried to uninstall LogMeIn tool?
Have to contacted Norton Official Support?

Please review: How To - Contact Norton Official Support via chat/phone
Please review: How To - Contact Norton Official Support via social media

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Please run Norton Full Scan & Malwarebytes Threat Scan.  

Were my machine and I wanted reassurance.
I'd ask Malwarebytes Malware Removal Help Forums to check my machine.  

Malwarebytes offers free second opinion on-demand scanner. 
Malwarebytes offers free self-help guides. 
Malwarebytes offers free one-on-one malware removal assistance.
Malwarebytes staff & experts help all.  Malwarebytes subscription is not required. 

Malware Removal Help Forums dedicated to cleaning infected devices. Get personalized help removing adware, malware, spyware, ransomware, trojans, viruses and more from tech experts. Follow the instructions in the pinned topics first. All assistance here is used at your own risk and we take no responsibility should there be damage to the system in question.

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Run Norton Autofix to detect and repair common problems
https://support.norton.com/sp/en/us/home/current/solutions/v15756942

Please run Norton LiveUpdate + Restart (not Shut down) machine. 

Be sure you are using the Restart command. Not 'Shut down' and startup again if you have Windows Fast Startup feature enabled. If you use Windows 8/8.1, 10 or 11, there can be an issue with the Windows Fast Startup feature.. See more information here. (credit peterweb)
Turn On or Off Fast Startup - W10 - W11

For Norton technical issues please include details:

  • Do not post any Personally Identifiable Information (PII).
  • Norton product or service name and version
  • Operating system - version / build 
  • Norton error message / error code / screen shot (mask PII)
  • Steps to reproduce issue