Installed new Norton 360 and crashed both computers

I just updated my subscription for Norton 360 on my desktop and laptop via a disk from a purchased current package,

installed on desktop just fine and completed registration and updated viruses files just fine until yesterday. HP Computer

is running Vista Home Premium 32 bit.  Yesterday it wouldn't startup, just black screen, so used the Norton disk and

got it up and running.  Insisted that I do a restore backup which I did and it then showed empty virus files.  So I spent

10 hours trying to update the files on dialup and it didn't take.  I do have the program (something like intelligent updater)

which is supposed to allow me to download in sections and hold onto it, but it doesn't seem to be working.  I tried

again overnight restore the files and it failed again.  Ran a check on with the startup repair and got the message that

it failed system files integrity check and repair-Failed Oxa recent driver installation.  There has been no recent driver

installation and all of the rest of the program seems to be fine.  Checked hardware and all is fine.  Did notice yesterday

that number of days left went from 364 to 362 in one day.  so what do I do? I'm at the library using their computers.

I'm out of things to try.  Have computer at home trying to update files again.

   Now my laptop hasn't completed the registration as it's had odd problems immediately.  It keeps telling me that there

is no response from the Norton center and if I try to connect to Google, or Yahoo or anywhere else, it tells me that

their certificates are bad.  It did last night allow me to update the version of Norton 360, was hoping that would fix

it, but no luck.  Because I can't connect with Norton, I can't get onto support for help.  It says that virus files are up to

date, but that it needs back up.  When I tried the backup, it wouldn't complete to my external hard drive, just went on

for hours until I interrupted it.  I'm tempted to uninstall and reinstall on this one, but am afraid that since I only have

Norton 360 for three computers, that I won't be able to do a reinstall on the desktop if that was necessary.  And also

it keeps telling me that there is no connection even when the wireless connection is visible and seems fine. 

   It's hard to live without both computers. I need them for work.  Help me please, I've read through all the posts

I can find which seem similar and am stumped.  Thanks, I do love you guys, am just feeling really frustrated right

now.  Theresa 

I just updated my subscription for Norton 360 on my desktop and laptop via a disk from a purchased current package,

installed on desktop just fine and completed registration and updated viruses files just fine until yesterday. HP Computer

is running Vista Home Premium 32 bit.  Yesterday it wouldn't startup, just black screen, so used the Norton disk and

got it up and running.  Insisted that I do a restore backup which I did and it then showed empty virus files.  So I spent

10 hours trying to update the files on dialup and it didn't take.  I do have the program (something like intelligent updater)

which is supposed to allow me to download in sections and hold onto it, but it doesn't seem to be working.  I tried

again overnight restore the files and it failed again.  Ran a check on with the startup repair and got the message that

it failed system files integrity check and repair-Failed Oxa recent driver installation.  There has been no recent driver

installation and all of the rest of the program seems to be fine.  Checked hardware and all is fine.  Did notice yesterday

that number of days left went from 364 to 362 in one day.  so what do I do? I'm at the library using their computers.

I'm out of things to try.  Have computer at home trying to update files again.

   Now my laptop hasn't completed the registration as it's had odd problems immediately.  It keeps telling me that there

is no response from the Norton center and if I try to connect to Google, or Yahoo or anywhere else, it tells me that

their certificates are bad.  It did last night allow me to update the version of Norton 360, was hoping that would fix

it, but no luck.  Because I can't connect with Norton, I can't get onto support for help.  It says that virus files are up to

date, but that it needs back up.  When I tried the backup, it wouldn't complete to my external hard drive, just went on

for hours until I interrupted it.  I'm tempted to uninstall and reinstall on this one, but am afraid that since I only have

Norton 360 for three computers, that I won't be able to do a reinstall on the desktop if that was necessary.  And also

it keeps telling me that there is no connection even when the wireless connection is visible and seems fine. 

   It's hard to live without both computers. I need them for work.  Help me please, I've read through all the posts

I can find which seem similar and am stumped.  Thanks, I do love you guys, am just feeling really frustrated right

now.  Theresa 

 I'll head home and try that.  Thanks!

Theresa,

 

There is a specific Forum for Norton 360 so I'll ask for your message to be moved over there for better exposure and so it helps others who may have the same problem when you find a solution.

 

You won't lose sight of it because a link will be left here.

Thanks for your help! To update, yesterday, I uninstalled the Norton program on the desktop, ran the NRT twice.  And it

said that there was a problem with the System files in the registry and it fixed that.  Also said that my Java was outdated

and likely to be a problem, so I uninstalled it until I have time to reinstall the recent one.  The computer automatically

ran chkdisk and when that was done, I reinstalled the Norton 360.  It wasn't perfect right away.  Kept running through

virus file upload and then failing.  Applied Norton Autofix and that problem has been solved.  Phew!

   After one success, I then tried the same with the laptop.  Now I should explain that I'm having a problem with it that

no one has had a solution for.  I have to after using the computer, pull the battery out of the motherboard for five minutes

(to reset the BIOS?) in order for it to startup the next time.  If I don't do that, then I just get a constant cycling on and off

which doesn't resolve.  So I went to uninstall the Norton program and had to interrupt the process when it wouldn't

restart.  The process continued after I restarted it and I did NRT twice and it told me that it fixed problems with

Norton files and internet connection.  I then installed fresh program and can get online, but am constantly told that

the certificate for everything (even Norton) is bad.  I can still chose to connect and process as usual, but can't

tell a good certificate from a bad one.  Doing some looking, I realized that there are two Norton programs still on the

computer, and that the new one is listed as a temporary trial as everything I go to register with Norton, it tells me

that Norton isn't responding.  Do you have any suggestions for me with this challenge?  Thanks again for your

help,  Theresa 

        

Sorry I thought I was in Norton 360 forum. 


Tyagi13 wrote:

Sorry I thought I was in Norton 360 forum. 


No problem -- it happens all the time <s>

I wonder if your laptop problem is a malware infection so I'd suggest that you run the free version of Malwarebytes which is a very reputable third party tool that is excellent at finding stuff that may have gotten past your defenses.

 

Their home address is:  http://www.malwarebytes.org/products/malwarebytes_free/ 

 

But unfortunatel, many of us believe, when you click on the Download Now button it takes you to an outside website which is OK but at one time was tacking on unwanted utilities when you downloaded something that they are not part of so I'd suggest you use this website which I usually use in preference:

 

http://www.filehippo.com/download_malwarebytes_anti_malware/   

 

Just go there to download and when your Windows asks if you want to Run or Save you can do either. Save it if you want to install it on the other computer as well and run it there.

 

After it installs click on the Update button and after it checks that it is fully uptodate then you might to a QuickScan first to see what that brings up and if nothing then do a Full System Scan which can take quite a time. Both will produce a log you can look through for anything flagged.

 

If you let me know the make and exact model ID of your laptop together with what version of Windows you have installed I can do some research on it since I do support on PCs elsewhere.

 

<< ... am afraid that since I only have Norton 360 for three computers, that I won't be able to do a reinstall on the desktop if that was necessary.   >>

 

Don't worry about that since Norton understands and deals with this without penalizing you. There are a couple of way that we can tell you about if necessary but very often a reinstall on the same hardware goes smoothly and is recognized as a normal reinstallation not a new activation.

Hi Tyagi13

On the laptop

Physically disconnect from the internet (unplug the internet cable or disable the wifi).

Uninstall one Norton product using the windows add/remove programme.

Restart the computer.

Uninstall the second Norton product using the windows add/remove programme.

Restart the computer.

Recheck for Norton using the windows add/remove programme and uninstall if there.

Restart the computer.

Run the Norton removal tool.

Restart the computer.

Run the Norton removal tool again.

Restart the computer.

 

You need to set some Internet security so windows defender and windows firewall and then connect to the internet and get windows updates and recheck for updates until there are no more updates restarting as requested.  If you have windows 7 or above then Norton will manage the windows security automatically if its windows vista or below then check to see if you need to manually disable windows defender and windows firewall after installing Norton.

 

Remove the licence for the laptop using the process below.

 

Norton allows product user licences to be removed from the Norton account so that user licence can be used again.

 

Log into Norton management on the link below using your Norton account email address and password, click on my account, click on product details, identify the licence you want to remove by the computers name under device name, on that line click on the trashcan (bin) this will free up the key but it may have a time delay before it becomes available.

 

https://manage.norton.com

 

As the computer is recycling on and off can you please provide a little more detail as to what is happening, at what point does it turn off, does windows actually load?

 

Below are a couple of links about the CMOS battery and the BIOS you may like to do additional web searches regarding your operating system and computer make.  Please use reputable websites.

 

Frequently Asked Questions About PC Clocks

 

http://www.beaglesoft.com/mainfaqclock.htm

 

How To Clear CMOS BIOS

 

http://pcsupport.about.com/od/fixtheproblem/tp/clearcmos.htm

 

If you have any questions please ask before starting.

 

 

ATB

 

intesec

 

 

 

 

 

 

 

 

 

  For Hugh,

     My laptop is an HP Pavillion dv6646us and I'm running Vista Home Premium.  Service Pack 2 x 86 NTFS.

  So for an update, I uninstalled Norton 360 and reinstalled, so there is just one version on the computer, I'm still getting

   the message that I'm not getting a response from Norton Service Center when I try to register the product and I'm

  getting messages that no site is safe.  Though I was able to complete the backup and can do virus updates just

  fine.  So following your advice, I downloaded malwarebytes and scanned the computer and it came up

  with Malware.Trace, Trojan zbot.R.G.... and Rogu.multiple.  Only it told me I had to restart in order to clean them up.

   Went to do that and of course, had to interrupt in order to reload (popping battery out of motherboard).  So I don't know

   if cleanup took.  Tried to rerun it only to be told that my free trial had ended.  So tried the second link that you recommended

  and it installed MaxWebSearch and other programs without asking my permission.  Aargh!  How do I clean these out?

      And what happens when I try to restart without popping the battery out is that it just cycles on and off, never gets to

  any loading or graphic on the screen. Is easily fixed by the removal of both batteries and letting it sit for 10 minutes, but

  it does make it hard to run any programs which require that I restart to complete.  Any suggestions would be helpful.

              Theresa 

  

Tyagi,

 

For you get a reference to 30 day trial with Malwarebytes you must have clicked on the Pro version green upgrade button and not on the gray Download button at the bottom of the left column at

 

http://www.malwarebytes.org/products/malwarebytes_free/

 

OR after installing the free version you may have inadvertently clicked on Upgrade (to Pro) instead of Update (malware definitions) although I would have expected that Upgrade to ask for money not to give you the 30 day free trial.

 

I'm sorry about the download problem you had from filehippo -- I've not heard about them installing PUPs.

 

I suggest you use the nomal Windows Uninstaller to remove what it shows of Malwarebytes and of those unwanted PUPs. (BTW Your model originally came with a free trial of Norton Internet Security so when checking in the Uninstaller see if there is any mention of it since traces of it might interfere with a complete installation of Norton 360)

 

And then I'd download and install the free Malwarebytes again from the above URL website and do a full system scan with it.

 

But with your:

 

<< And what happens when I try to restart without popping the battery out is that it just cycles on and off, never gets to any loading or graphic on the screen  >> 

 

it sounds as if you have something fundementally wrong that needs fixing first of all.

 

I looked at the driver updates for your model and if you have note applied it I would suggest applying the BIOS update they mention since it might be what you are encountering.

 

Here's the link to the general driver support page

 

http://h10025.www1.hp.com/ewfrf/wc/softwareCategory?os=2093&lc=en&cc=us&dlc=en&sw_lang=&product=3552675#N185

 

and here's the specific link to the BIOS fix download giving details including how to apply it.

 

http://h10025.www1.hp.com/ewfrf/wc/softwareDownloadIndex?softwareitem=ob-93354-1&cc=us&dlc=en&lc=en&os=2093&product=3552675&sw_lang

 

BTW Note the statement there about a battery recall that if you have not checked you might want to see if it applies to your battery.

 

Hugh,

  Thanks for your response, since I have a little time this weekend, I'll be trying to apply your suggestions.  I'll let you know

how it works.   Theresa

Finally, some progress.  I think I've got the right Malewarebytes, ran a whole system scan again and my system is now starting on

it's own without needing to have the battery removed.  Am not succeeding with getting the PUP removed.  It isn't listed on

the programs to uninstall, so can't get rid of it that way.  I've tried resetting it to google as the search engine, but it keeps

reverting.  There is one other choice which is aol search engine, which works but isn't my choice. So maxwebsearch is

tenacious, not removed by either Norton 360 or Malewarebytes though Malewarebytes originally identified it as a problem.

How to get rid of it and I'd really don't want to reset a point as since it's not been working right since the spring, it's been so

long since it's had a point set.  Looking at the installation of programs out of curiousity, I noticed that right before the problems

started there was a huge update of Java (TM) 6 update 33 which is a huge file 95.6 MB from Oracle, not the original Sun

systems.  Could that have been the origin of the maleware?  What would happen if I complete deleted Java.  I try to keep

the most recent update.  And neither link that you gave worked yet, so I'll try again later.

   Thanks for your help.  Progress is a good thing!  Theresa  

Hi Theresa,

Malwarebytes isn't the only available free on demand scanner. Another of the ones that is often recommended here is

http://superantispyware.com/

One other possibility would be to delete chrome completely and then reinstall it. This would not require a system reset.

If you need help the following free sites have trained volunteers who can walk you through the cleanup process

http://www.bleepingcomputer.com
http://forums.whatthetech.com/
http://www.geekstogo.com/forum/
http://www.cybertechhelp.com/forums/

Choose one and stick with the volunteer who helps you first. Be sure to read their rules first.

Keep us posted

Go to a site that is protected for this sort of work,  This forus is not good enough and not set up for it,  and does not have anyone willing to do the work on this forum anymore.

 

The other forums do what the like of what I do and use proper proceedures and not just stab in the dark stuff,  the try this try that and this.

 

Users want people who know what they are doing so need to go to the forums that have these people.

 

Good Luck.

 

Quads

Theresa, even when you get your computer fixed, I'd suggest uninstalling Java, anyway. It's been the source of security holes in the past, and most of us don't need it.

Quads wrote:

Go to a site that is protected for this sort of work,  This forus is not good enough and not set up for it,  and does not have anyone willing to do the work on this forum anymore.



That is why Dick posted the list of sites.

Quads wrote:

The other forums do what the like of what I do and use proper proceedures and not just stab in the dark stuff,  the try this try that and this.



Again, that is why Dick posted the list of sites.

Quads wrote:

Users want people who know what they are doing so need to go to the forums that have these people.



Users don't just want people who know what they are doing, users also want patient helpers that will treat them with respect and dignity. They don't want or need to be insulted and berated by their so called helper, they also don't want or need to be abandoned in the middle of the malware removal process due to the capricious nature of their so called helper.


Since Dick already provided the OP with a list of malware removal sites I don't understand the reason for your post. Your posts in this and other threads recently make it appear that you are trolling. What is the point of swooping down on threads like a rabid bat only to post snide and obnoxious comments that don't help anyone?

Why don't you give it a rest?
 
 

Think what you like,  There is no one able to do the work here any more and that is a fact,  Also a fact, The forum is too dangerous to do the work and for any of the work done here   FACT.

 

The forum is not protected for the work to be done by those who know what they are doing FACT.

 

Why don't you guys give it a rest and stop dangerous, bad or wrong infomation here,   Nope it carries on.  So I will carry on warning uses and their systems Not here as it is too dangerous here.

 

I am patient and go for hours all over the web and keep going with systems for tons and tons of messages over and over, giving instructions scripts, the rules of what not to do. grabbing the malware to test on my system, including malware that has come from the catual system in questin to run on my system,  From Symantec or back to Symantec,  and picking things apart.

 

the steps are as they are to be and I have stated why,  but then you guys don't  don't get why not to do things as you guys don't understand things.  Which is fine.  

 

What we do is non PC   not everyone is a so called winner.   If someone is not good enough to go to the Olympics then you don't get to go.  If you are not good enough to be a Doctor,  You don't get to be a Doctor,  It is the same for Malware removal and PC's.

 

That is what is wrong with the likes of Computers  everyones thinks they can turn them on or surf the net So i can remove malware like ZA, Pihar, multis etc.  

 

 

NOPE!!!!!   I will keep stating on this forum for malware removal or certian Windows Problems    Not here as the Forum it is too dangerous for the system  Even the Guru's when it comes to the area I work in. So that the infected systems go somewhere else without even posting on this forum as the user sees that Malware removal is not for this forum and go somewhere that does have people like myself and knows what they are doing.

 

Oh and even other Malware Removal boards stop helping when users go against the guidelines and "you are doing your own thing bye" to the user.  

It is difficult to do what we do when users do different things,  I use to try on those systems to. Not anymore.

 

Quads

 

 

Well, let me cast my vote for the kind and helpful workers on Norton Community. I understand the

stab in the dark approach as there are often multiple possibiilties for problems and it worked,

my laptop is back totally to it's usual self and humming along.  So what worked in the final leg,

first I ran Malewarebytes and it came up that things were fine, even though the computer was still

wonky (refusing to complete registration with Norton and telling me everything was  a bad certificate).  So I ran

the Norton process for cleaning the registry and it showed problems (pointing to Java which I thought I'd uninstalled

already). So I went in and discovered that the 95 MB file for the Java update hadn't uninstalled.  Did it again.  And

Windows did some healing work.  Used Norton Power Eraser and it came up bad registry so allowed it to clean it

up and voila!  the registration process completed and there is no problem with Norton working.  Yeah!  So many

blessings on you all for your help.  Thank you,  Theresa