Internet doesn't work and NF won't uninstall

Archive
1

I am running Windows 8 x64 and IE 9/Firefox on a HP g7-1260us, and installed the Norton Family software approximately 2 days ago. However, ever since I installed the software, I have had NO internet access, even when I toggle the wi-fi, the connection, and the add-on (I'm using a computer at the library). When I try to uninstall/update, I use my login info, and get the screen that says "Preparing to Uninstall", but, 48 hours later, there is no progress. I have even tried using System Recovery and going to the earliest restore point with no luck. I need help!

2

Hi coffeemancer,

 

What security product(s) do you have on the PC, like Norton 360 or any other security products?  What versions are they?

 

Thanks,

Katie

3

I use Lavasoft's Ad-Aware (v 10.2.21.3698), Malwarebytes (v 1.75.0.1300), AVG (v 2013.0.2904), HijackThis (v 2.0.4), and Spybot (v 1.6.2.46).

4

Hi coffeemancer,

 

Norton Family is not compatible with AVG.  Please disable (or uninstall) AVG to see if it helps (I'm not sure about other security products listed here if  they are compatible with Norton Family or not).

 

 

Thanks

Katie

5

I disabled AVG, rebooted, and retried the internet. No luck. I also tried uninstalling AVG without any result (i.e. it gets stuck at "preparing to uninstall"). The same goes for just trying to rebuild the OS (which I understand is the nuclear option), it gets stuck checking that I'm ready to install.

6

Hi coffeemancer,

 

To Uninstall Norton Family Client:

 

  • Restart computer, before windows logo comes up press and hold F8, Windows will ask to boot into Safe Mode; choose Safe Mode without networking.
  • When safe mode Windows comes up, go to control panel.

 

On Windows XP:

  1. Click on Start
  2. Select “Control Panel”
  3. Click on “Add or Remove Programs”

 

On Windows Vista / Windows 7:

  1. Click on Start
  2. Select “Control Panel”
  3. Click on “Uninstall a program"

 

On Windows 8:

  1. Click on apps
  2. Select “Control Panel”
  3. Click on “Uninstall a program"

 

  • Select Programs and Features.
  • In the list of currently installed programs, select the Norton Family, and then click Remove or Uninstall
  • Follow the on-screen instructions.
  • When the uninstall completes, restart the computer.

 

Thanks,

Katie

7

That didn’t work either. I solved the problem by recovering the factory image and reinstalling Windows 8.