Have used Norton for years but yesterday shock horror, purchased new Internet Security 2012 proceeded to install and bang there goes my hard drive wiped nothing will work , Office Pro 2010, i Tunes, Google Earth and no back up that's also wiped? My system is Windows 7 Ultimate I did not remove my last Norton before this new install HELP.
Have used Norton for years but yesterday shock horror, purchased new Internet Security 2012 proceeded to install and bang there goes my hard drive wiped nothing will work , Office Pro 2010, i Tunes, Google Earth and no back up that's also wiped? My system is Windows 7 Ultimate I did not remove my last Norton before this new install HELP.
Hi
The short answer my computer was ok until I attempted to install Internet Security 2012 which has wiped my comp clean as a whistle, I tried reboot then windows restore to a date before this happened all worked ok so no hardware failure but again all programs gone nothing works including my OS Windows 7 Ultimate, I am no expert or geek but this Norton program has cost me dearly and I regret the day I purchased the thing because now I will have to spend days putting all my programs back on.
Manx wrote:Hi
The short answer my computer was ok until I attempted to install Internet Security 2012 which has wiped my comp clean as a whistle, I tried reboot then windows restore to a date before this happened all worked ok so no hardware failure but again all programs gone nothing works including my OS Windows 7 Ultimate, I am no expert or geek but this Norton program has cost me dearly and I regret the day I purchased the thing because now I will have to spend days putting all my programs back on.
Could you please tell us where you bought the copy you installed -- from Norton OnLine with a download from their website; from a store on a CD or from an internet source with a download or with a disk that you used?
What you described is known to occur with some of the malware infections that exist so perhaps the copy you bought was infected.
Also running Windows Restore can upset security applications if you do not disable them before you run the restore because the restored system does not match the details that the security application has recorded to detect when malware has changed something. But that is a seperate issue so lets deal with the initial disappearance of your installation.
I'm not trying to blame you one little bit -- I know how upsetting it is if something like this happens and we want to resolve it.
Also would you tell us what security application you had installed on your PC before you installed this copy of NIS and how you removed it. Most security applications need more than the Windows Uninstall routine and their websites have a tool you can download for their product.
Hi Hugh
The CD disk was purchased at WH Smith on the Isle of Man in the UK, I only use Norton Internet Security and have done so for many years. My existing security application, that expired, was Internet Security 2011 Performance Pack I did not remove it prior to installing this new 2012 product.
I would have someone look at the copy of Norton Internet Security you used to determine if it is legitimate or if in fact there is malware on it. It is simply not possible for NIS to "wipe your system clean" - NIS cannot format your hard drive. And when you say your hard drive is "wiped clean" what exactly do you mean? Did you boot from a CD and confirm that the hard drive is erased, or do you mean you can't open your applications on the desktop?
Sorry forget to inform you that the disk worked ok on my Laptop OS Vista it installed ok no problem my other comp is a desktop and again sorry if I use the words "wiped clean" I placed the disk into my drive it started to install then when I checked back later on it had finished or so I thought but all my programs had all disappeared my comp to me was a total blank.
I have not said it formatted my hard drive but managed some how to remove all my installed programs that included my Windows 7 Ultimate I tried all sorts to recover including my Repair Disc this to failed to help me out.
Hi Manx:
It would seem that this was purchased (sealed) from a valid retailer.
Is that right?
Have you tried manually turning off the computer and on again?
What happens when you do that? What do you see?
As huwyngr had asked, did you have any security software on your computer before you tried to install NIS?
Please let us know. We really wish to help you.
Thanks.
Atomic_Blast :)
I am following this thread with interest because I was about to install NIS from a (sealed) disk purchased online. I currently have Norton 360 which ends tomorrow, but NIS cost so much less. I was rather shocked at the renewal price of Norton 360.
I'm not sure what is happening with my account at this moment in time, I wish I did. Please read my thread 'Renewing my subscription' and tell me what you think.
Manx,
OK -- a reputable source well known to an ex-Manunian like me!
Norton Internet Security 2012 Performance Pack is NIS 2012 with a copy of Norton Utilities as well; it doesn't sell under that name everywhere. Did it come with 2 disks, one for each, or is it all on one install? Did you install just NIS or both? Any diference between the two computers so far as the installation procedure went?
That it installed OK on the laptop indicates that the disk is not corrupted or infected (I think only Sony and maybe Microsoft are known to have sent out infected CD's <g>) so my first thought would be that the other PC must have been infected with something laying dormant and triggered by the installation of a replacement security program (after it had disabled the existing one.
OK that's a hypothesis at present but one that would explain it.
Norton has a bootable CD utility called Norton Power Eraser that you could download on the laptop and burn to a CD to run on the other PC so you might like to do that while waiting but I'd rather you didn't run it on the damaged PC until a few of my colleagues have a chance to contribute --
Did you try to boot up the damaged computer into SAFE MODE as someone suggested? This could be very helpful since if it does then it does mean that the files are there.
If you don't know how to do this can you let us know the make and model of your PC if it is not a custom built one but there's a key you press immediately the computer starts to boot up and the screen you get then often tells you which key to press for BIOS Setup and which for other modes.
Have you rebooted the computer since it has appeared blank as suggested also?
You said << all my programs had all disappeared my comp to me was a total blank. >> That means that the computer is working OK except for these programs disappearing? Just that you can't see your programs.
Will you please say exactly what the computer was like before you tried the Repair Disk and just what disk that is. Is it what many PCs call Restore to Factory Condition? If so that does what it says and puts the computer back to how it was when it left the factory which means that anything you installed created or downloaded since you got the PC is no longer there.
Some such disks may include a Repair Windows alternative which is not destructive but often that is not available on the disks but only if you run it from within WIndows where it may be under a menu entry Recovery Manager (that's what HP calls it)
Sorry to throw so many questions but we can't see your computer!
Freddles --
This situation has nothing to do with your problem and I see that it is more than resolved as soon as you do what Norton Support asked you to do.
Count your blessings. Hundreds of thousands of people have installed NIS without any problems .... and from what you say in your own thread you will be keeping Norton 360 ..... so you don't have a problem.
Thanks Hugh - I do appreciate your feedback. I'm just panicking a bit.
Might ask mods to change the thread title from " Internet Security 2012 has wiped my hard drive clean" to " Internet Security 2012 has removed all my programs"
As if I say I have wiped my hard drive clean, most people won't get anything off the Hard Drive after that includes Window, It would be wiped better than just a format.
Quads
Hi Hugh
Sorry it has taken so long for me to reply thanks for all the input here much appreciated but you all keep asking me what security program I had on the comps I have always used Norton and my 12 month subscription was expiring the day I purchased and installed this new 2012, I did not remove the old Norton program before I installed this new one.
I agree it worked on my Laptop so the disk is not corrupted, you lose me a bit here my comp was working ok just no programs and that being the case why when I restored it back to a known working date via Windows restore I still had no programs, sorry but I did not boot to Safe Mode I guess that would of helped you guys figure this out.
I have now reinstalled my Windows 7 Ultimate, Office Pro 2010 and all my calendar appointments are still there, thank god, if that helps you out in any way.
The Repair Disc I made it myself from the Windows System Repair program might be just me but it did not help it never worked ?.
The million dollar question is do I now try and risk installing Norton again.
Sorry about the title you are right in changing it, can I do it ?
Manx,
Thanks for your patience -- as I said we can't see your machine and there are 3 "Nortons" -- Norton Internet Security, Norton AntiVirus and Norton 360 -- and they are not always happy to be installed without some cleaning up.
OK I think I understood now that your Desktop is working OK except that applications have disappeared but we can leave that on one side since you went back to square one.
First thing to do NOW is make an image of your hard drive using the Windows 7 Backup and Restore facility that is in Windows 7. This image can be saved on another hard drive -- do you have more than one in your Desktop, or have an external hard drive that plugs in? Or space on your laptop for it?
Check out START / type Backup in the search box in Windows 7 and you should see a link to Backup & Restore.
Once you have that image in a safe place (and it will be smaller than all the files on your hard drive) and should take less than 30 minutes to make and save) you can then install NIS 2012 (if that is what you have) after you have made sure that there is no security program on your desktop that came with the original install (you didn't say if it was custom built or a commercial brand).
Tell us which Norton you have and we can give you a link to download from that will be newer than your disk ... or you can go to your MyNortonAccount and click on Download which will download the currently available download and install it already activated.
If you get an error message about having activated too many times that can easily be sorted out.
I hope that helps.
Quads wrote:
Might ask mods to change the thread title from " Internet Security 2012 has wiped my hard drive clean" to " Internet Security 2012 has removed all my programs"
As if I say I have wiped my hard drive clean, most people won't get anything off the Hard Drive after that includes Window, It would be wiped better than just a format.
Quads
Done!
I only changed the first post in this thread, but it should show up that way in the thread list.
Tim_Lopez wrote:
Done!
I only changed the first post in this thread, but it should show up that way in the thread list.
Unfortunately from early days the system does not inherit changes in the subject wording; only from the message you click REPLY on.
But at least it shows up in the Message Listing ....
However we don't even know if it is fair to blame Norton since a Restore was done and the programs might still have been there but not showing up unless one looked in Windows Explorer.
OP has reinstalled so all that matters now is making an image and then installing NIS without doing any damage.
Manx,
Sorry I missed the Internet Security in your Subject -- I hardly read that and focus what's in the message itself which is why I kept asking about what Norton you had!
I see you have marked solved so is everything OK again now? No problems with making the image and then installing NIS 2012? Is it now 19.5.0.145 ?
Thanks Tim
Quads