Help Please - Norton 360 won't open

Norton Security | Norton Internet Security
1

Hi

 

I am hoping someone here can help me. I have Norton 360 v6. I have it installed on 2 laptops, both ASUS. On one it works like a dream. But my main laptop, no matter how many times I have installed, uninstalled, used the Norton remove/reinstall tool, the program won't open.

 

I am able to right click and open it on my other laptop, but this one it won't open. I have just tried to open Norton File Insight & after 5 minutes received a message saying it could not open due to Internal program error.

 

Because it wasn't working correctly previously, my laptop became infected and it cost $120 for virus removal :(  The computer guy put a trial version of AVG on and it was working great, but the trial is now over. I have unistalled everything, checked program files to ensure nothing was left over b4 downloading Norton 360 again from symantec, using my account.

 

Is there anyone who can give me some advice on how to check if it's running correctly? I don't want to go out and buy the AVG program as I know this can work very well. I see it on my other laptop. But something on this laptop must be causing a malfunction :(

 

Looking forward to hearing from someone.

 

Cheers

 

Ellen :)

2

Hi

 

I am hoping someone here can help me. I have Norton 360 v6. I have it installed on 2 laptops, both ASUS. On one it works like a dream. But my main laptop, no matter how many times I have installed, uninstalled, used the Norton remove/reinstall tool, the program won't open.

 

I am able to right click and open it on my other laptop, but this one it won't open. I have just tried to open Norton File Insight & after 5 minutes received a message saying it could not open due to Internal program error.

 

Because it wasn't working correctly previously, my laptop became infected and it cost $120 for virus removal :(  The computer guy put a trial version of AVG on and it was working great, but the trial is now over. I have unistalled everything, checked program files to ensure nothing was left over b4 downloading Norton 360 again from symantec, using my account.

 

Is there anyone who can give me some advice on how to check if it's running correctly? I don't want to go out and buy the AVG program as I know this can work very well. I see it on my other laptop. But something on this laptop must be causing a malfunction :(

 

Looking forward to hearing from someone.

 

Cheers

 

Ellen :)

3

Thanks for the reply Dick :)

 

I am running the malwarebytes full scan now. I have done the power eraser which didn't help, earlier today.

 

I'll let you know how things are after the full scan.

 

Cheers

 

Ellen :)

 

4
EvilElle wrote:

Thanks for the reply Dick :)

 

I am running the malwarebytes full scan now. I have done the power eraser which didn't help, earlier today.

 

I'll let you know how things are after the full scan.

 

Cheers

 

Ellen :)

 

I hope all goes well.

You may need to do a control panel uninstall, reboot and reinstall of 360 to be sure that it hasn't been corrupted by whatever was in there.

Keep us posted

5

Hi Dick

 

Thanks for your assistance thus far. I have removed the offending malware using malwarebytes.  When I rebooted I had error messages 0xc0000022 and then saw your message. I uninstalled Norton 360 from the control panel, keeping my passwords & settings. I reinstalled it and it's still the same. I right click on Norton desktop icon, click OPEN, but nothing happens. It's the same when I reinstall Norton and at the end of the download you are asked if you would like to explore Norton. I click on that and it changes colour but goes nowhere. 

 

Can you suggest something else?

 

Cheers

 

Ellen :womanlol:

6
EvilElle wrote:

Hi Dick

 

Thanks for your assistance thus far. I have removed the offending malware using malwarebytes.  When I rebooted I had error messages 0xc0000022 and then saw your message. I uninstalled Norton 360 from the control panel, keeping my passwords & settings. I reinstalled it and it's still the same. I right click on Norton desktop icon, click OPEN, but nothing happens. It's the same when I reinstall Norton and at the end of the download you are asked if you would like to explore Norton. I click on that and it changes colour but goes nowhere. 

 

Can you suggest something else?

 

Cheers

 

Ellen :womanlol:

Hi,

You didn't mention whether or not you ran the NPE.
The Norton Remove and Reinstall Tool would be my next suggestion.

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=20110217171332EN

Keep us posted

 

7

Hi Dick

 

Yes, I had run that earlier, but not since I removed the malware. I'll try it again now. :)

 

Cheers

 

Ellen

8

No promises but if there's anything really 'nasty' still there it should find it. If it can't remove it we'll have to call on someone with better removal skills than mine.

9

Hi Dick

 

Thank you. I did the uninstal using the norton remove & reinstall tool. Same thing. I can't explore norton once it's downloaded nor can I use 'open' by right clicking the norton icon in desktop. Thanks for all your help though, it was really appreciated.

 

Cheers

 

Ellen

 

 

10

Still looking for some help.

 

I was away from my laptop taking photos and have just sat down and have this error message (see attachment).

 

Any suggestions? I don't think my computer is protected by Norton in it's current form. 

 

Cheers

 

Ellen  :womansad:

 

 

11

Do you have Administrator privilages for your User Account in window?

Did you try using the AVG removal tool from their Web site?

 

A possible cause for this problem is due to conflicts with other security products. If there are some remnants from AVG still reside in the registry or within the drivers, this problem can happen.

 

Thanks,

HarryP