Need help with Support and an issue that has lasted 3+ months

No worries I appreciate the help.

Fresh download from  my.norton.com. I deleted the previous downloads before doing that. The steps I did was:

Delete previous norton files from my download directory and Norton Installation folder.

Run NRnR in Remove  only mode

Log onto my.norton and do a download of N360Downloader.exe

Close my browser and then run the downloader.

It did indicate it was downloading the files and then doing the install.

Looking at your event viewer images 3 posts up, the version shown for Norton Security.exe is 17.2.3.48, but the module version is 22.20.5.401.  When you ran the NRNR in Advanced Remove Only mode,  did you get a fresh download of your Norton product from your Norton Account, or did you use an older installer you had already downloaded?

Edit

Never mind. It looks odd, but when I just checked my installed files, my NortonSecurity.exe is the same 17.2.3.48 you have.

I'll crawl back in my hole now.  blush

I have been able to address those other errors in the event viewer and they are now gone after updating the AMD driver, and I also had to update the Intel WiFI Proset drivers from the intel site.. Thanks.

However the norton issue is still there. I looked in the apps log and in addition to the previous screen shot with "Faulting module name: cctFW.dll_unloaded" error, prior to that happening are 2 errors exactly the same, both with "Error while updating  status to SECURITY_PRODUCT_STATE_ON." See screen shot below.

Thanks for the info and feedback. One note of interest is the exception code 0x0000005, which is a memory access violation. Which in turn causes the cctFW.dll to fault. The Perfnet entry is indicative that the "workstation service" is not running on the system. My reference is here. The descriptive statements are identical. "Unable to open the Network Services performance object. The first four bytes (DWORD) of the Data section contains the status code." Open services.msc and set the workstation service startup type to automatic. Apply and save then reboot the system. Let us know if anything changes for the issue.

I would also update your Radeon video drivers. If the current drivers are Windows Update drivers download the drivers for your adapter here

Cheers

SoulAsylum,

Correct that Windows defender services are disabled.

No VPN running.

I clicked on the Norton app to open it and the last screen shot below is the event viewer  showing the Norton error.

I also looked at the events when the system booted and there were 2 other errors, however, not sure if they are somehow related. The first one was the Perfnet one, and the second RadeonSettings.exe one.

Thank you.

 

Anthony, on Windows 10 most of Defender services will be disabled when third party antivirus software is installed. IF, defender is set to run in real time mode it WILL conflict with Norton and any other A/V protections. Check that setting.

Do you have a VPN, other than Norton loading at boot-time? 

Also, check your system event viewer for logs pertaining to what is being logged with Norton. There are usually instances logged where a failure of a specific module will appear, with a fault code and faulty module ID. Let us know what you find, post screenshots if you can for review. Below is an example. Posting a screenshot how to: https://community.norton.com/en/comment/8292611#comment-8292611

event viewer shutdown.png

Cheers

Yes I did restart it. In fact it has been a few restarts.

No other security software installed.

Since this is a win 10 PC, it has windows defender installed, but I have that option Off. If I look at Virus and threat protection it only shows Norton 360 and defender is off.

Did you restart your computer after the reinstall?

Do you have any other security software on your system? Even a trial version can cause conflicts. If you do, you need to fully remove it with the removal utility for that software.

 

Went through the reinstall as instructed and still an issue, but some functions do run.

1. I can  run live update with no problem as many times as I want.

2. If I try to do any of the scans it does not work.

a- on the main security window if I click on "Quick Scan" nothing happens.

b- If I open up the window where I can select scan type, such as quick scan or Full System Scan, when I hit GO, that window closes and nothing happens.

3. I have restarted the PC a few times with same behavior. 

Other Observations:

1. If I now try and run a Power Eraser, previously it would allow me to do that. Now it opens a browser window to https://support.norton.com/   "Norton Rescue Tools" and to download a bootable recovery tool.

2. I checked out other functions such as "Optimize Disk", "File Cleanup" and "Startup Manager" and those do not open.

This appears to be indicating an install issue, but, the install went as expected with no errors. And again, Task manager shows Norton Security and Norton Security WSC Service is running

Any other thoughts?

thanks!

Yes indeed. Do another remove only scenario. Reboot before reinstalling. Reinstall directly from your Norton account, once the installer is downloaded CLOSE your web browser and run the installer from the saved location.

Cheers

I have ran those two commands and below is the log. The first time I ran the sfc /scannow it did identify  and repair corrupt files. I ran it a second time to confirm and it came back fine.

Dism /Online /Cleanup-Image /ScanHealth   also came back with no issues.

Would you recommend that I remove Norton and try a reinstall now?

Thanks,

Tony

 

****************************CMD LOG******************************************

C:\WINDOWS\system32>sfc /scannow

Beginning system scan.  This process will take some time.

Beginning verification phase of system scan.
Verification 100% complete.

Windows Resource Protection found corrupt files and successfully repaired them.
For online repairs, details are included in the CBS log file located at
windir\Logs\CBS\CBS.log. For example C:\Windows\Logs\CBS\CBS.log. For offline
repairs, details are included in the log file provided by the /OFFLOGFILE flag.

C:\WINDOWS\system32>sfc /scannow

Beginning system scan.  This process will take some time.

Beginning verification phase of system scan.
Verification 100% complete.

Windows Resource Protection did not find any integrity violations.

C:\WINDOWS\system32>Dism /Online /Cleanup-Image /ScanHealth

Deployment Image Servicing and Management tool
Version: 10.0.19041.572

Image Version: 10.0.19042.630

[==========================100.0%==========================] No component store corruption detected.
The operation completed successfully.

C:\WINDOWS\system32>

SoulAsylum,

Thanks for the fast feedback.

To answer your computer:

1. Yes I have done a restart after the removal. I have also ran a chkdsk to identify and fix any errors and there were no errors.

2. This PC had Hibernate and sleep disabled. 

3. My internet connection is pretty consistent and I have not observed any issues. I do on occasion run a speed test just to see how it is.

I will try those other suggestions and report back.

Thanks again,

Tony

Hello Anthony. When you have done the remove only scenario, did you reboot BEFORE attempting to reinstall your product? Your post isn't clear about that. 

Errors (3048, 2),  (3048,3) are usually caused by a download / activation server issue beyond your control. Both suggest R&R as you have already done multiple times. Does your internet bandwidth drop off and on, on a random basis? 

Do you allow your computer to sleep and/or hibernate on a frequent basis? 

Two things I can personally suggest for you, please note that your mileage will vary based on what condition your OS is in. Run an elevated command prompt, type in sfc / scannow and allow the full scan. See what it reports.

Secondly also open an elevated commend prompt and copy/paste this command in : Dism /Online /Cleanup-Image /ScanHealth  *This will report whether there is corruption within your Windows installation and what action can be taken. 

Next run an elevated command again, run the following command : Dism /Online /Cleanup-Image /RestoreHealth

Let us know things work out.

Cheers