I have recently purchased an HP laptop which came with Norton Internet Security pre-installed.
Having already purchased a Norton 360 multidevice licence I decided to uninstall NIS which I did via control panel and uninstall programs etc.
I then tried to install Norton 360 from my CD/DVD, however this kept giving me a compatability error message, which I eventually selected ignore.
Having then realised that my CD version was not compatible with Windows8.1 I logged on to my Norton account and selected 'add device' so that the latest version of Norton 360 would be downloaded.
The download goes ahead Ok, however as soon as this is completed I am asked to restart the machine due to a previous version of Norton. I have done this multiple times however just end up back in the same place where I am asked to restart again before the installation will progress and am therefore unable to install at all.
I have run the Norton removal tool a number of times and then gone through the download process to no effect, and am just stuck in this endless loop of a requested restart each time I try and install.
I have recently purchased an HP laptop which came with Norton Internet Security pre-installed.
Having already purchased a Norton 360 multidevice licence I decided to uninstall NIS which I did via control panel and uninstall programs etc.
I then tried to install Norton 360 from my CD/DVD, however this kept giving me a compatability error message, which I eventually selected ignore.
Having then realised that my CD version was not compatible with Windows8.1 I logged on to my Norton account and selected 'add device' so that the latest version of Norton 360 would be downloaded.
The download goes ahead Ok, however as soon as this is completed I am asked to restart the machine due to a previous version of Norton. I have done this multiple times however just end up back in the same place where I am asked to restart again before the installation will progress and am therefore unable to install at all.
I have run the Norton removal tool a number of times and then gone through the download process to no effect, and am just stuck in this endless loop of a requested restart each time I try and install.
Are you sure there were no other trial security software packages included with your computer? If so they will need to be removed with the removal utility for that software.
If that is not an issue, try the Norton Removal tool again, following the below procedure.
Download the Norton Removal Tool from here www.norton.com/nrt Uninstall your Norton product with Windows control panel. Reboot. Run the Norton Removal Tool. Reboot. Run the 360 installer from your CD.
Run LiveUpdate manually a few times, rebooting as necessary, until no updates are available.
Thanks for your suggestions - I've given this a go now but unfortunately it's still doing he same thing,
I can' see any other software that was pre-installed that needs uninstalling and in fact the control panel hasn't shown Norton Internet Security as installed since I first un-installed it.
I've re-run the Norton removal tool again and then rebooted.
I then tried to install N360 from my CD (it doesn't autorun, I have to run set-up manually?), it gives me a message saying there are comptability issues and options to get help online or continue without help - I select continue without help. I then get a message:
"Restart required. Setup has detected that a previous Install or Uninstall has completed but requires a restart. Please restart your computer then relaunch setup again. Restart Now".
I click restart and go through the reboot and then re-run se-up and unfortunately get back to the same message!
Have just tried this and still does exactly the same thing - immediately tells me I need a restart, restarts and says needs a restart when the install program picks up :-(
Just a thought, not to interupt the flow of information/troubleshooting, but something caught my eye:
"the control panel hasn't shown Norton Internet Security as installed since I first un-installed it."
"Restart required. Setup has detected that a previous Install or Uninstall has completed but requires a restart. Please restart your computer then relaunch setup again. Restart Now".
Now consider that when NIS was uninstalled, somehow the uninstall got corrupted and is hanging there and the restart can't do what it is intended to do. Anyone else think it's posible? If so the only way I know of to try to clear that is to reinstall NIS and then attempt the removal again. I knowit sounds crazy,but I have seen it work. there is another way Quads mentioned, but I am not aware of how to do it, and he didn't share the procedure when he mentioned it.
I recently ran the Mcafee removal tool and it reported an uncomplete un-installation. I tried booting in to safe mode and got the same problem then I shut the computer down for a few hours and then booted into safe mode with networking run the Mcafee removal tool and got a complete un-installation. I restarted the computer and run the Mcafee removal tool in normal mode just to check and it returned with a complete un-installation.
If you try running the Norton removal tool in safe mode with networking, safe mode with networking allows an internet connection so physically disconnect the Internet; disable the wifi before booting into safe mode with networking.
Try live chat on the keyboard it’s free, with a Norton representative on the link below. Vary the times of day you try, as it’s difficult to know when they are busy.
The Norton represenative will probably ask you to allow a remote access connection to the computer to install Norton. Make sure windows security is active and up to date.
It could take an hour or two.
If you don’t like the idea of remote access please repost as I have some suggestions
I agree with yank that reinstalling the program you are trying to remove will often work. Another thing you might try is to actually turn off the PC for a few minutes, rather than restarting. I once had a Norton uninstall fail and it took a full system shutdown and start up to nudge the old program out.
I have now fixed the problem, but slightly cheated!
After all your comments I realised that rather than having done something wrong and there being an obvious fix / incompatibility it was likely that something had actually gone awry with the install and reinstall process.
Unfortunately I couldn't reinstall NIS easily as it came pre-installed with the laptop - I could see some of the trial software to reinstall from the HP recovery partition but not NIS.
In doing some research on HP recovery manager I then discovered that they actually had something called 'minimised image recovery' which doesn't reinstall the trial software and therefore avoided having to uninstall NIS in the first place.
As I was still only in the relatively early stages of configuring / setting up the laptop I decided this was the best way forward - everything went smoothly and I then installed the latest version on N360 from 'add device' in my norton account and now have N360 installed and all appears to be working fine!
Thanks again for all the advice - much appreciated and definetely helped me to get to the easiest solution in my situation.