On my PC (Windows 7, 32x), when I run a full scan, or when Norton runs one in the background, the computer shuts down in the middle of the scan. I have to wait a few minutes before it will boot again, though I never get a message asking to "Start Windows Normally" or some other option.
I have tried the quick scan on the various subdirectories, but everything went fine. I have the latest updates.
Check your settings for your computer scans. I use NIS so I am not sure how you get there.
Look under Settings for how to configure your scans. Look for an option for After Scan Completes. Make sure it is set to Stay On.
This image is from NIS.
I always leave it set NOT to close down. My problem is that it shuts off in the middle of the scan, not when it's done.
Does the computer shut down even if you are using it while the scan is in progress, or is the computer left idle,except for the scan?
If it is idle, check your Windows power settings for sleep/hibernation. Try extending the time before those features kick in.
It turns offf when I am using it and when it is idle. I do not have hibernation set as an option. In fact, until last week, I never had this problem over the years, and no settings have been changed or new software installed.
Try clicking on Support - Get Support to run Autofix to check your installation and fix what it finds.
I did this and got the "failed" message:
.
I followed the link which led me to a reinstall. I tried, but got the "cannot uninstall previous version" message. I rebooted and tried again, but the same message came up that the installation process could not go through. After collecting the error logs, a third time the same message came up:
I clicked on "Send" and was told to try again. So I am looping. I think I need some more serious help.
I neglected to add the error screen that sends me back to the beginning:
If the Norton Removal and Reinstall tool does not work, I would suggest trying again using the Norton Removal Tool before the reinstall.
Download the Norton Removal Tool from here www.norton.com/nrt
Download the appropriate version of your N360 Standard edition or Premier edition
If you use Identity Safe, backup/export your data.
Uninstall your Norton product with Windows control panel.
Run the Norton Removal Tool.
Reboot.
Run the N360 installer.
Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.
Import your Identity Safe data.
Please let us know how it goes.
Thanks for the prompt reply. When I click "uninstall" on Norton 360, nothing happens. Should I just go ahead to the removal tool, or is there some other way to uninstall?
Are you using a Windows account with admin privileges?
If you are and still could not get the uninstall, go ahead with the Norton Removal Tool as I noted above.
I am trying to use the removal tool, but after it gets to about 60% done, it hangs up on "Processing MSI's Product Code". It has been nearly 10 minutes now without moving... What do I do? (I had shut everything else down, and only reopened the browser so I could get help from you.)
Well, I held out for another 10 minutes and the "removal" process finally went through. I reinstalled and ran the check on drive C:, only to have the same problem recur. Is there a way to save a "log" of the virus scan so you can tell which file it hung up on??
Try setting your computers sleep and hibernate times to 'never'. See if that helps.
Try running a full system scan in Safe Mode.
The crash occurs when there is no chance of sleep or hibernation, so that is not the problem. I am at the office now, but when I return home this evening, I will try it in Safe Mode. Don't know why I didn't think of that. In any case, is it possible to save or access a complete "log" of the scan?
I cannot help you find any log you can check. I do not think it is a specific file that is being checked, unles it is a malware file.
As Windows does not say it was not shut down properly, it must be getting a shutdown command from somewhere.
Is it possible you might be having overheating problems? I do not know what other CPU intensive programs you might run, but the scan may tax it enough to overheat if it needs a cleaning. See this article.
I would also suggest a second opinion scan using the FREE version of Malwarebytes.
You can find it here http://mbo.origin.mb-internal.com/products/malwarebytes_free/
I downloaded the Marlware program and ran it in Wondows. It found nothing.
I then went into Safe Mode and ran the Malware program again on Drives C: (program) and the extended drive A: where I keep my data. Again, nothing turned up.
Finally, while in Safe Mode I ran Norton 360 on Drive C: and (manually) on Drive A:. Nothing.
I then went back to normal mode and ran the "trust" app in Norton 360. Everything turned up "Reliable."
So what's next??
Were you able to check on the possible overheating issue? Maybe you can stress test your CPU to see if it will shut down. See this article.
Check that all the vents are clear and there is no buildup of dust bunnies on the components inside the case.
Have you run a chkdsk on your system?
Maybe run SFC.exe to check your Windows files.
I have Thinkpad laptop. Is there some way to check if there is dust in the fan? I assume I shouldn't open it...
Tiradientes wrote:I have Thinkpad laptop. Is there some way to check if there is dust in the fan? I assume I shouldn't open it...
With a laptop, all you can do is blow compressed air into the vents. You might be able to see the fan blades and determine if there is dust caked on them.
Try the stress test I suggested above. If it shuts down during that, it would indicate a heat problem.
