Full Scan Getting Stuck or Working Very Slowly

[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]

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

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.

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

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.