Full Scan Getting Stuck or Working Very Slowly

[DLXM]

My full scan is getting stuck around the 57/9% - it did work earlier but it took well over an hour after several attempts.

I have a good internet connection and my computer is running smoothly with everything up to date including defrag etc.

Thoughts please?

[peterweb]

How long does a full system scan usually take on your system?

Have you run LiveUpdate and restarted your system? Restart, not shutdown and startup again.

[bibbes]

Same problem here since 9.6.25. Fullscans now need about 30 minutes instead 10 minutes before. Restart, shutdown do not help.

[bibbes]

I have to correct myself, it is becoming worse. It now takes more than 1,5 hour for one Fullscan. Can you please fix that issue.

[Turtles]

Howdy.
I’d like to add myself to the “slow full scan” team. It takes an exceptionally long time now, it’s across multiple SSDs and on one, on small config files it seems to stall or take an exceptionally long time.

See the below screenshot. 2 hours for a full scan where it used to take 20 minutes most, especially on the old style Norton I was forcibly upgraded from

I’m not even short the scan ACTUALLY finished or just decided to give up after 2 hours.

This is after a re-install and several reboots.

Norton application version: ver. 25.5.10141 - build 25.5.10141.934

[DLXM]

Normally it takes 20 minutes - now it’s not working at all - it just gets stuck halfway. I did it yesterday after 4 attempts. I run live update every day and restart as part of my routine. Any ideas?

[DLXM]

Thanks for letting us know you reinstalled it - good info - it’s the first thing tech people casually say - 2 hours for a scan is way too long

[bjm]

@DLXM

Normally it takes 20 minutes - now it’s not working at all - it just gets stuck halfway. I did it yesterday after 4 attempts. I run live update every day and restart as part of my routine. Any ideas?

What DIY have you tried?
What did Norton support try?

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fwiw ~ my boiler plate

Norton LiveUpdate + Restart (not Shut down) machine

If your Norton is not working as expected and you’ve tried Troubleshooting → Reset to Default &or Repair Norton & clean re-install Norton 360…then…reach out to Norton support.
Note: Reset to Default resets Cloud Backup

Download and run the Norton 360 Remover tool for Windows here

Maybe, try Troubleshooting → Record a performance issue &or Enable/Send debug logs

=====================================================

Please review: Contact Norton Support [here] &or [here]

Note: type “agent” three times to reach = human agent
Note: Chat dialog offers attach screenshot

[DLXM]

Hi there - thanks for the effort to post all that info - I don’t use support (chat) as it’s really hard to find and access - also would not accept my phone number last time.
Will not delete, clean and reinstall my app - no chance - it’s not a simple app like Shazam you can just get rid of and add again in a couple of minutes. All my settings will be lost - it backed everything up without asking me last time and took up all of my disk space - It took me a week to manage to delete it and I still have 1GB of stuck data remaining - also Turtles said they uninstalled it and it didn’t help.

I will definitely go through anything else I can find in your post though. Would be interesting to see how the others have got on with it

[bjm]

@DLXM

I don’t use support (chat) as it’s really hard to find and access - also would not accept my phone number last time.

Have you tried Phone support? Please share your geo-location/country. Maybe, I can post support phone number…your location…if you want.
Please review: Contact Norton Support [here] &or [here]

Note: type “agent” three times to reach = human agent

fwiw ~ when I use Chat…faux phone number works

as test: all faux info

Ignored Kate Bot & typed “agent” three times

You may also “Continue as guest” with faux information to reach “human agent”.
Note: human agent will request your Norton account information

===================================================

@DLXM

it backed everything up without asking me last time and took up all of my disk space - It took me a week to manage to delete it and I still have 1GB of stuck data remaining - also Turtles said they uninstalled it and it didn’t help.

Automatically sync…on is default.
Back up common file types only…on is default.
Excluded files is default.

after initial backup runs try = Manage → Settings
fwiw ~ my preference

Get started using Norton Cloud Backup here

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Note: Troubleshooting → Reset to Default - resets Cloud Backup
Note: Excluded files default

[Cars]

I tried to scan my PC a few minutes ago. It got stuck at 73% so I stopped the scan. It has to be on Norton’s end as several of us have the same problem. Hope they fix it soon or I’ll use another company.

[bjm]

@Cars

I tried to scan my PC a few minutes ago. It got stuck at 73% so I stopped the scan. It has to be on Norton’s end as several of us have the same problem. Hope they fix it soon or I’ll use another company.

Hello @Cars
What DIY troubleshooting have you tried? fwiw ~ my boiler plate here
Have you documented your issue/s with Norton support?
Does Norton LiveUpdate run okay?
QuickScan runs okay?
Full Scan stuck at 73%?

Maybe, try Troubleshooting → Record a performance issue &or Enable/Send debug logs

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fwiw ~ as test:

================================================

We’ll try calling attention. No promises. No timeline.

[DLXM]

Is there an email address we can contact Norton? - I simply do not have the time to try again and again to get onto the chat system - it’s really tricky getting there - an email would be far simpler. My scan is stuck on 87% - third attempt today

[bjm]

@DLXM

Is there an email address we can contact Norton? - I simply do not have the time to try again and again to get onto the chat system - it’s really tricky getting there - an email would be far simpler. My scan is stuck on 87% - third attempt today

Hello @DLXM
Sorry, no support via email.
Sorry, I wish I knew why you’re having issue with Chat…issue with support.
The idea is to get past Norton support presets & bots.

Please confirm you’re allowing Norton pages content in order to provide the best experience possible. [here]

fwiw ~ this process [here] works for me to reach human agent:
Norton support via Social Support | Chat | Phone [here]
Note: Norton support access/presentation may vary. The idea is to get past Norton presets & bots.

Do you want to try calling Norton? I’ll try posting Norton support phone number…your location…if you want.

Can you identify the file that Norton sticks on?
Maybe, a large or an encrypted file &or a password protected file?

Have you run Malwarebytes scan?
I’d be curious if you can run Malwarebytes Threat Scan & Custom Scan - C:

How to install and run a scan with Malwarebytes [here]

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AI Overview
If a Norton full scan gets stuck, you can try restarting your computer, running LiveUpdate until no more updates are available, or restarting in Safe Mode. If the problem persists, you may need to uninstall and reinstall Norton.

Restart Your Computer:
A simple restart can resolve temporary glitches.

Run LiveUpdate
Ensure you have the latest definitions by running LiveUpdate multiple times until it says you have the latest updates.

Restart in Safe Mode:
If the issue persists, booting into Safe Mode can help isolate the problem.

Examine Resource Monitor
If the scan freezes during a full scan, check the Resource Monitor for any red highlighted Image names, which may indicate a wait chain problem.

Uninstall and Reinstall Norton:
If the problem continues after trying other solutions, uninstalling and reinstalling Norton may be necessary.

Additional Tips:

• Disconnect from Internet: Disconnecting from the internet while running the scan can sometimes help.
• Check Graphics and Screen Drivers Ensure your graphics drivers are updated.
• Run a Quick Scan: If a full scan is stuck, try running a Quick Scan first to see if the problem persists.
• Check for Malware: You can use Malwarebytes free scanner to check if your system is infected.
• Consider Windows Fast Startup If you have Windows Fast Startup enabled, try restarting (not shutting down and starting again).

AI responses may include mistakes.

======================================================

@peterweb

The Smart scan does appear to be a promotional tool to get you to sign up for more Norton products that will fix the “multiple dangerous/malicious” issues found in the scans. I would ignore that scan.

A Quick Scan is a scan that looks at the most vulnerable areas of your computer. Memory, Winodws folders, and drivers etc. The Full Scan does that plus it scans every file on your system. This scan can take quite a long time, so you want to run that while you have dinner or when your go to bed.

As long as you have run at least one Full System scan, the need for further scans is reduced because of the real time scanning done by the other elements of 360. Although a Quick Scan is automatically run after a LiveUpdate that updates any local malware definitions in your 360.

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The Norton 360 Remover tool here is used to uninstall or remove and reinstall your latest version of Norton device security product on your Windows device.

Depending on your situation, you can:

• Remove the current version and automatically reinstall the latest version of the product
• Only remove the existing version

Norton 360 Remover → Remove only
This tool is specifically designed to remove Norton 360 completely, including leftover files and registry entries.
It ensures a clean removal, preventing conflicts if you plan to reinstall Norton or switch to another security software
It is more thorough than the Control Panel Uninstall method.

[Don54]

Hello all! I just wanted to join in to this post as I noticed that my Quick Scan was stalled at 87% for 45 mins. to the point I stopped the scan. I then ran a Smart Scan and it completed normally. I then did a repair on my Norton 360 and reran the Quick Scan and it went to completion. I think this is a Norton problem. Does anyone know if Norton is aware of this?

Respectfully,
Don

[bjm]

@Don54

Hello all! I just wanted to join in to this post as I noticed that my Quick Scan was stalled at 87% for 45 mins. to the point I stopped the scan. I then ran a Smart Scan and it completed normally. I then did a repair on my Norton 360 and reran the Quick Scan and it went to completion. I think this is a Norton problem. Does anyone know if Norton is aware of this?

Hello @Don54
Norton support Lv1 (by my experience) has to see the issue & try Lv1 Troubleshooting (for example: Repair Norton) before Lv1 can escalate the issue. That’s why Norton support (by my experience) requests remote access.
Telemetry may be needed to identify an issue. Feedback may be needed to identify an issue.

Please review: Contact Norton Support [here] &or [here]

Note: Norton support access/presentation may vary.
The idea is to get past Norton presets & bots.

Note: type “agent” three times to reach = human agent
Chat dialog offers attach screenshot

=======================================

@Don54

Hello all! I just wanted to join in to this post as I noticed that my Quick Scan was stalled at 87% for 45 mins. to the point I stopped the scan.

fwiw ~ my boiler plate

Norton LiveUpdate + Restart (not Shut down) machine

If your Norton is not working as expected and you’ve tried Troubleshooting → Reset to Default &or Repair Norton & clean re-install Norton 360…then…reach out to Norton support.
Note: Reset to Default resets Cloud Backup

Download and run the Norton 360 Remover tool for Windows here

Maybe, try Troubleshooting → Record a performance issue &or Enable/Send debug logs

======================================================

fwiw ~ as test:

[Don54]

Thank you for your reply bjm. I wanted to let you know that after I did a repair of my Norton I ran a full scan and it completed normally. I also have the free version of Malwarebytes and did a scan with that as well which took about 15 minutes to complete which is normal but it did run to completion. I will keep an eye on my Norton tomorrow as I have it scheduled to run at 1:00 PM each day. Thank you again for your reply and information.

Respectfully,
Don

[bjm]

@Don54

Thank you again for your reply and information.

Thanks for posting your progress,
Regards w Respect

[Don54]

Hello bjm! I just wanted to update you the my Quick Scan ran at 1:00PM as scheduled and it ran normally. I guess the repair function of my Norton 360 worked. Thank you.

Respectfully,
Don

[bjm]

@Don54

Hello bjm! I just wanted to update you the my Quick Scan ran at 1:00PM as scheduled and it ran normally. I guess the repair function of my Norton 360 worked. Thank you.

Thanks again for posting your progress,
Regards w Respect