I had to uninstall and reinstall 360 today, courtesy of an Office upgrade from MS. Afterward, I keep getting errors on install that have me uninstall and reinstall again, despite having used the removal tool to remove everything. When I do get it to work, it prevents me from uploading files to any location on the internet - locks up any browser that I'm using. The uploading issue does not occur when I have 360 uninstalled, as I do now. Rather sad that you don;t offer email support, as chat isn't always convenient, and paid telephone support for a product misbehaving is not an acceptable option. Sad as well that I need send this from an Ipad because I don't trust my laptop on the net.....
I had to uninstall and reinstall 360 today, courtesy of an Office upgrade from MS. Afterward, I keep getting errors on install that have me uninstall and reinstall again, despite having used the removal tool to remove everything. When I do get it to work, it prevents me from uploading files to any location on the internet - locks up any browser that I'm using. The uploading issue does not occur when I have 360 uninstalled, as I do now. Rather sad that you don;t offer email support, as chat isn't always convenient, and paid telephone support for a product misbehaving is not an acceptable option. Sad as well that I need send this from an Ipad because I don't trust my laptop on the net.....
Hi F4E - I followed the Norton Support suggestion and used the Removal tool - I was unaware of the Removal-Reinstall tool that you've mentioned. Where I'm currently without Norton, having used the Removal tool yet again (primarily out of frustration), would downloading and trying the other tool make a difference at this stage? I've no aversion to trying it, as I don't want to be online without any form of protection. Thank you for responding!
Hi, Bob. The NRRT will only work if you have Norton currently installed, as it removes it and replaces it.
If you can get Norton installed, then running the NRRT may help.
I had a feeling this would only work with a product installed, as I read the download page's description...well, I can certainly redownload and reinstall 360 from my account page, and then use this in place of the removal tool if the errors return. I think I'll wait till morning to try it though, as it's creeping up to midnight here on the east coast, and I've been fighting this since that Office "upgrade" at about 6AM. I thank you again for your ideas, and will come back after I've had a chance to try this again and update this thread,,,I'd like nothing better than to add a "Solve" to your score!
No problem. As I said, if you can get it installed, then run the NRRT to replace it.
Good luck !.........
Some progress this morning, but one remaining issue...I ran the removal tool, then rebooted, then ran a registry cleaner (CCleaner) to locate and clean any leftover strays. Rebooted, and then repeated the process. Did this three times, and then downloaded and reinstalled 360.
This appears to have broken the error cycle - I didn't get any Norton error messages, and 360 did integrate into Outlook for email and both browsers (IE and Firefox) as it should.
I then ran Live Update three times, rebooting after the first two, to insure any applicable updates were installed and processed, again without any error messages at all.
However - I still cannot upload any files to the internet. If I try to upload a photo to Flickr, for example, or to Facebook, the browser opens the explorer window for file selection, and then locks up. If I try to navigate the explorer window, it grays out, and displays (Not Responding) in the title bar. This occurs in both IE and Firefox, and with any internet location I'm trying to upload to.
If I perform an FTP file transfer to my domain, via WS_FTP Pro, it works as it should. I can also transfer files wirelessly to my WD My Book Live Duo without incident, so the file uploading issue seems to be only with web sites, via a browser.
I'm wondering if this isn't related to a setting - firewall, perhaps - that needs to be modified? Everything is currently at default, as a result of the fresh installation.
I'm hoping one of the resident experts recognizes the symptom, and may have a suggestion to try - I believe I have a solid installation of 360 at this point, free of errors, and up to date, which is why I am leaning toward a setting in need of modification as the most likely cause.
Thank you in advance!
I was hoping to simply edit my previous post, but that wasn't available...
Just wanted to add that I have run System File Checker from an elevated command prompt, and Windows reported no integrity violations, so the conclusion is that no system files are missing or corrupted that might be contributing to the file upload problem, and then I did a Safe Boot (with Networking), and tested file upload with Facebook, which worked as it should - no lockups, and no errors.
Given these tests, along with testing file uploads (normal boot) yesterday during the times I had Norton 360 removed (via the Norton Removal Tool), I'm confident that something within 360 is preventing file uploading to the internet via browser.
FTP to my domain via WS_FTP Pro is working, and interestingly enough, I can attach files to emails to upload within Outlook with no problems (which uses an explorer interface for file selection, exactly like the one for internet upload), *however*, if I try to attach a file to Gmail, I get exactly the same browser lockup immediately, and it doesn't even launch the explorer interface.
Again, thanks in advance for any suggestions!
Hi, BobV55.
What operating system is your machine running?
Hi Inquirer,
I'm running Windows 7 (64 bit) Home Premium, SP 1, on a Dell Studio 17 laptop. I have no other security software installed outside of Norton 360, and Windows confirms that 360 is managing Firewall settings. The problem with inability to upload any files to any internet location only started yesterday. I allowed an upgrade to MS Office,, which resulted in a Norton error (8505_105) message. I used System Restore to restore a 3/18/14 restore point, but the Norton errors prevailed. Long story short, it finally took three runs of the Removal tool (rebooting between each one), and running CCleaner, also three times with reboots, to remove all traces of 360. I then reinstalled, and have remained free of errors, including multiple Live Updates, since....however, I still cannot upload to any internet location with 360 running.
Thank you for responding!
Hi, again.
You mentioned that all this started after you upgraded MS Office. How did you do the upgrade? Was it via MS Update automatically, similar to what you would normally do on Patch Tuesday? I ask this because I didn't receive any updates for my MS Office? Are you sure this was even a legitimate MS Office upgrade?
One more thing. What version MS Office is this?
Hi Inquirer,
Yesterday morning, I had a notification that Office updates were available for downloading, via MS Update...everything appeared just as it usually does on update Tuesday, for example. I'm running MS Office Professional 2013, by the way.
I was about to post a major discovery when your post appeared....I generally use Firefox, and have IE installed as part of Windows, and both browsers manifest the upload problem.
However...I remembered that I also have Google Chrome installed, and so I launched it in order to test and verify that the problem was across the board, but on Chrome, the upload works perfectly. I have uploaded to Facebook, to Flickr, and also launched Gmail and sent a test message with an attachment selected.
All these functions work perfectly in Chrome with 360 running....they also worked perfectly in both Firefox and IE until yesterday's fiasco occurred, and do not work in those browsers at all - with 360 running. If I boot in Safe Mode with networking, they work fine. As far as I know, there is no way to prevent 360 from starting at boot without uninstalling - when I visit system settings to select/deselect startup items for troubleshooting, if I deselect 360, it reselects itself, which I believe is the tamper protection.
Perplexing......and thank you again for following up!
Hi, BobV55.
I must say this is indeed strange. I have Office 2013 (Home & Student Edition, I think), I receiced not one update from Microsoft for it. I guess there is something unique about the "Professional" version to warrent an upgrade. Hope someone else could help you unravel this mystery.
Hi Inquirer,
You and me both! That uploading actually works in Chrome was a curveball I did not see coming...I just thought I would test it as a matter of leaving nothing untested, but fully expecting the same scenario to occur.
On the strength of that, I've just uninstalled Firefox (leaving preferences behind), and rebooted. I've just verified that the reboot didn't "break" Chrome (still working), so now I will download and resinstall Firefox to see what happens.
I'm going to continue this thread, in hopes that once we finally uncover the problem, it will help someone else down the road if they have occasion to reinstall 360 and wind up in a similar situation. (And, of course, hoping someone browsing this will have gone through this and has a solution to offer!)
Thanks!
Hi, again.
Could you find out by going into MS Update and clicking on update history what the upgrade/update number for Office Professional is? These numbers usually begin with "KB", I think.
Hi again,
Will do, as soon as it reboots...if I can. The reason I don't know if the update will appear is that the first thing I tried when things went bad was a system restore back to 3/18, so the update may not now show in history. I will have a look, as soon as it's back up.
I did this reboot because the reinstall of Firefox was a success - upload capability is restored - and so, as the next logical step, I updated IE, which requires a reboot to complete....hopefully, this won't destroy all the progress I've made thus far. If IE was not so tightly ingrained into Windows, I'd honestly have removed it and called it a day, but....not mine to decide.....
OK - just logged in....once everything starts and settles, I'll look at my update history to see if yesterday's entries are there or not...
As I suspected, they are not there, due to the system restore. The only update posted from yesterday was the Defender definition update I did while I had 360 removed.
Okay. Now go to MS Update and check for updates (you have to click on a link) to see if you get anything. If you get something and it is the one for Office again, I would hold off installing it for now. I am waiting for an answer to my question in another thread that might be helpful to you. I will be back tonight. Hopefully, by then you will have figured out what is wrong with your computer. Good luck. And please continue to post about your progress.
Hi - I did go to Windows update and did a "check for updates", but the only results returned were two updates for the newly installed I.E. 11 (which also works and allows uploads without locking up, by the way). I downloaded and installed those, but I saw nothing there for Office. I verified that checking for updates to all MS software is selected and enabled. If I had found an Office update, I wouldn't have allowed it to download, after all this.
At this point, everything seems to be working as a result of reinstalling Firefox and I.E. - among the unexplained questions that remain is, if it actually wasn't related in some manner to 360, then why did it work faithfully each time I tested it with 360 removed (normal boot mode)? If it had been malicious in nature, wouldn't I have received a warning message when 360 was intact, rather than the browser freezing up with no explanation? And also, if the Office update wasn't legit, why didn't 360 intervene when I ran it yesterday morning? At that time, 360 was running, with no errors reported, and Live Update set to automatically update in the background.
I'm glad that I got it running properly now...in fact, better than before, as a result of all the registry cleanup I did while troubleshooting, I'd wager...but I'd be interested in learning exactly what did occur, and if there are preventative steps I can take to prevent this frustrating scenario from repeating again.
Next step is to use the laptop normally, and run it through its paces a bit, in order to verify that there aren't any issues I haven't uncovered yet. If all seems well, I'm going to image the drive to have a reliable backup to turn to in the event Murphy's Law isn't quite finished with me yet.
Hi, Bob. An interesting situation. Normally we don't recommend System Restore, as it often causes problems with the Norton product.
Seemingly you are now able to upload stuff, so it's possible that the reinstall of the browsers fixed the problem, as they can sometimes become corrupted too.
You can always go to the Smart Firewall setting/Program Rules in the UI, and set the browsers to Allow instead of Auto.
It's entirely possible that the Office update broke something else.