Hi, I'm having a problem with my Norton 360 Download Insight because when I tried to download the Norton Power Eraser a box appeared at the bottom right corner saying "NPE.exe has no available information." I don't understand how this can happen, I downloaded it at the right site so I know it's safe. So when I tried to run Download Insight again it said. "Download Insight cannot connect to Symantec server. Please check your internet connection and try again" I'm connected to the internet and my LiveUpdate can connect to the Symantec sever just fine so why can't my Download Insight? It's been happening for a week now for everything I download. Is this a glitch or a is it virus? Please help!
I know this question is a little strange but which program do I remove and reinstall? NPE or Norton 360? Sorry to waste your time on such a question I'm just really new to this.
Hi Stan_P,
From the Before you begin on the link that dickevans provided it states:
The Norton Remove & Reinstall tool uninstalls all Norton products from your computer, and reinstalls the latest version of your Norton security product. If you already have the latest version of Norton AntiVirus, Norton Internet Security, or Norton 360, the Norton Remove & Reinstall tool reinstalls the same version of the Norton security product on your computer.
This would refer to Norton 360 as the NPE is not installed on your system.
Good day and Happy New Year, Stan. I'm sorry you've been running into trouble with Download Insight. As Dick suggests, we're not aware of any widespread problems with Download Insight at the moment but I do like to stay on top of any problems our telemetry isn't telling us about.
Are you still experiencing the problems? If so, I'd like to get some additional information that could help isolate what's going on. Hopefully we should be able to tell what's going on by getting product logs. If this isn't conclusive, I may ask to get a trace of network traffic occuring while the problem occurs.
To get product logs,
1) Download SymNRA.zip from https://www-secure.symantec.com/norton-support/jsp/help-solutions.jsp?docid=20080507162141EN
2) Extract SymNRA.zip to C:\SymNRA.
3) Run C:\SymNRA\SymNRA.exe.
If a "User Access Control" dialog comes up asking if Norton Report Assistant should be allowed to make changes, select "Yes".
4) Read and click on "I accept the License Agreement", then click "Next".
5) When the window comes up asking for the User Information, click on the "Advanced" button.
6) Make sure that "Turn on Debug Logging", and "Do not upload" are CHECKED, then click "OK".
7) Click "Yes" and then "OK" to restart your computer.
Your computer will now restart.
8) When your computer boots back up, click "Run" to let C:\SymNRA\SymSL.exe run.
If a "User Access Control" dialog comes up asking if Norton Report Assistant should be allowed to make changes, select "Yes".
9) Once you see the little window on the top-right corner, reproduce the issue that you're having. After you have fully reproduced the issue, click the "Finish" button on the little window on the top-right corner.
10) Click "OK" to restart the computer.
11) When the computer boots back up, allow "SymNRA.exe" to "Run".
12) When the User Information window comes up, click on "OK".
SymNRA is now gathering all the logs and system information relevant to the issue you are having. This may take several minutes to complete.
13) After all the information is gathered, click on "Finish".
No files will be submitted to Symantec automatically. The file to upload will be in the "Documents\Symantec\ErrLogs" folder ("My Documents\Symantec\ErrLogs" in Windows XP).
14) Send the logs to me in a private message.
Thanks for your help,
AdamG
Okay thanks, I'll try it.
I'm also getting the following message whenever I try to run Norton insight: "Application Ratings cannot collect the necessary data because it cannot connect to the Symantec server. Please ensure that your computer is connected to the Internet and try again."
I engaged with Chat Support yesterday morning (5 JAN 13) and got the following response: "We are having a system upgrade to improve our services to the customer. Kindly try again accessing your Norton Management later."
I asked: "And if fails? How long should I wait before I try it again?" and got following response: "Please wait for updates on our Norton website, in the community."
Are others still experiencing this problem? I'm new to the forums, is this the right place to be asking this question and find out when the system upgrade is complete?
Considering this thread has been active since 1 Jan 13, I am perplexed that a system upgrade is taking this long and don't know where else to get an answer.
ddmalon wrote:I'm also getting the following message whenever I try to run Norton insight: "Application Ratings cannot collect the necessary data because it cannot connect to the Symantec server. Please ensure that your computer is connected to the Internet and try again."
I engaged with Chat Support yesterday morning (5 JAN 13) and got the following response: "We are having a system upgrade to improve our services to the customer. Kindly try again accessing your Norton Management later."
I asked: "And if fails? How long should I wait before I try it again?" and got following response: "Please wait for updates on our Norton website, in the community."
Are others still experiencing this problem? I'm new to the forums, is this the right place to be asking this question and find out when the system upgrade is complete?
Considering this thread has been active since 1 Jan 13, I am perplexed that a system upgrade is taking this long and don't know where else to get an answer.
Be sure you have run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.
Try clicking on Support - Get Support to run Autofix to check your installation and fix what it finds.
Hi, I'm having a problem with my Norton 360 Download Insight because when I tried to download the Norton Power Eraser a box appeared at the bottom right corner saying "NPE.exe has no available information." I don't understand how this can happen, I downloaded it at the right site so I know it's safe. So when I tried to run Download Insight again it said. "Download Insight cannot connect to Symantec server. Please check your internet connection and try again" I'm connected to the internet and my LiveUpdate can connect to the Symantec sever just fine so why can't my Download Insight? It's been happening for a week now for everything I download. Is this a glitch or a is it virus? Please help!
Good day, all.
Stan_P and I have been communicating via private messages, and he is no longer experiencing this issue.
ddmalon, you reported that you were also having trouble with Application Ratings not being able to connect to the Symantec server. Are you still experiencing the issue? If so, are you able to gather product logs (see my message earlier in this thread dated 1/2/2013 for instructions)?
Thanks!
-- AdamG
It didn't work yesterday, so I downloaded the logging program this AM. I ran the program w/o checking to see it if still failed. It did not fail while I was tracking it.