NIS 2011 stopped working and wouldn't open. For the past two days I've used the removal tool, Power eraser, tried downloading the program from website, used my disc, removed, reinstalled, rebooted, removed, rebooted, removed, rebooted, reinstalled so many times that I've lost count. I see that this has been happening a lot lately. System works 12 reinstalled without a glitch. This is the second time this has happened in a month. The first time it reloaded with only minor hassles, but I don't want to go through the grief that user Blueslady went through- weeks of support back and forth with her finally giving up and going to another vender. I have over 300 days left on my subscription. Any suggestions?
Do you have any other antivirus products installed in your computer? If you have, then remove it.
Go to C:\Windows\System32 folder and check whether you have the file d3d9.dll. Let us know if it is missing.
Hello RickGate
Welcome to the Norton Community Forum
What version of System works are you using? Is it the standard, premier or basic? If it is the Sandard or Premier, then it includes the antivirus program also which is NAV 2009. System works is a discontinued product and has been for a couple of years. Thanks.
No other virus protection installed. d3d9.dll is present.
It's basic edition 12. I only installed it this morning in hopes that using the one button check and Win doctor might do anything, but to no avail.
Perform a chkdsk on your computer. You can find the steps in the following support article:
http://support.microsoft.com/kb/315265
Chkdsk ran will I was at work- came home to normal home screen. How do I see if it found anything? Should I try and re-install NIS 2011? I await your word.
Thanks
Hello RickGale
This article will explain to you where to find the results of chkdsk and what it means. Thanks.
http://ask-leo.com/how_do_i_see_the_results_of_a_chkdsk_that_ran_on_boot.html
Did CheckDisk detect any errors, and if it detected, did you fix them? If CheckDisk has been successfully completed, then you can reinstall the Norton 2011 product. Follow these steps:
1. Create a new User Account with administrative rights.
2. Log on to the newly created account.
3. Install the Norton 2011 product.
Ran checkdisk, looked up how to find results and since I'm running XP home edition all I found was this:
Checking file system on C:
The type of the file system is NTFS.
Volume label is HP_PAVILION.
A disk check has been scheduled.
Windows will now check the disk.
Cleaning up minor inconsistencies on the drive.
Cleaning up 475 unused index entries from index $SII of file 0x9.
Cleaning up 475 unused index entries from index $SDH of file 0x9.
Cleaning up 475 unused security descriptors.
CHKDSK is verifying Usn Journal...
Usn Journal verification completed.
CHKDSK is verifying file data (stage 4 of 5)...
File data verification completed.
CHKDSK is verifying free space (stage 5 of 5)...
Free space verification is complete.
189612359 KB total disk space.
127813932 KB in 321407 files.
126272 KB in 33243 indexes.
0 KB in bad sectors.
591411 KB in use by the system.
65536 KB occupied by the log file.
61080744 KB available on disk.
4096 bytes in each allocation unit.
47403089 total allocation units on disk.
15270186 allocation units available on disk.
Internal Info:
30 33 06 00 63 69 05 00 33 0e 08 00 00 00 00 00 03..ci..3.......
0d 1a 00 00 04 00 00 00 29 0a 00 00 00 00 00 00 ........).......
12 84 d4 0d 00 00 00 00 ec 5c e0 80 00 00 00 00 .........\......
e4 05 dc 2a 00 00 00 00 e4 39 f9 b3 0c 00 00 00 ...*.....9......
ce 57 6a 7b 03 00 00 00 94 0d af f3 10 00 00 00 .Wj{............
50 89 cb be 00 00 00 00 b8 3b 07 00 7f e7 04 00 P........;......
00 00 00 00 00 b0 24 79 1e 00 00 00 db 81 00 00 ......$y........
Windows has finished checking your disk.
Please wait while your computer restarts.
Someone said to look for the file bootex.log, but that wasn't found. They said it might only be on XP pro edition.
Did you try creating a new user account and then install the Norton product?
I just created a new admin account, performed Norton removal, rebooted, reinstalled NIS2011, and no luck. The One Click Support error code just popped up and previously it was 8504,100 and now it's 8504,107. I don't know if it's relevant, but each time I reinstall the program, whether it's a download from the web site or if I use my program disks, I'm never asked to inpute my product key. The on screen displays indicated that it's activating, downloading updates, then says that I'm protected and asks if I want to explore the options. At that point I get pop ups with the Norton logo saying that I've turned off the firewall and virus protection and that I'm at risk. When I click on the NIS 2011 icon on the desk top or in the program lists, it highlights the icon but doesn't open anything.
Hello RickGale
At this point I would recommend that you visit one of the free malware removal sites and register and ask them if you are infected. They will have the proper tools and can tell if you are infected with something that is interfering with the installation. They can also help you get your somputer cleaned up if you are indeed infected safely. Please register and keep us up to date.
Please go to one of these free Forums for help in removing your bad malware or rootkits.
http://www.bleepingcomputer.com
http://www.geekstogo.com/forum/
http://www.cybertechhelp.com/forums/
http://forums.whatthetech.com/
(Thanks to Delph for providing the list of sites)
Please come back and let us know how you made out. Thanks.
No malware found. I spent 5 hours with tech support on Sunday. They basically had their way with my computer, removing, reloading, running Registry crawl, Revo uninstaller, reset ACLs, etc. Then they bumped me up to the Engineering Department, but they've missed two appointments with me and haven't called back on two days, so I think they've blown me off. Anyone have a recommendation for a replacement for NIS2011?
Hello Rick
Have you tried going to one of the free malware removal sites I recommended in my previous post?