A few days ago I noticed that the IdentitySafe feature was not working for me. Then I noticed that the Norton Toolbar was blank. When I tried to turn it off and then back on, the space shows up but it is still blank. I have tried opening the NIS program but it doesn't ever open up. What do I have to do next?
Hi wds90,
Welcome to Norton Community!
What is the browser you are using? Does NIS icon is shown in the Toolbar? Reboot your machine and then open the browser , ensure that the Identity Safe options is turned on. Also check that the Norton Toolbar is enabled in your browsers.
Regards,
S.Venkat
Hi Venkat,
Thank You for the welcome.
I am using Internet Explorer .
I have rebooted several times, no change.
How do I ensure that the Identity Safe option is turned on?
Is there something else to do other than going to the Tools dropdown , Toolbar, Norton on the browser window?
Hi wds90,
You can turn on Identiy safe from NIS main UI. Ensure from Internet Explorer >Tools>Manage Add-ons that the Norton Toolbar is enabled ,also right click near the Address bar and make sure you have not hidden the Norton Toolbar.
Regards,
S.Venkat
Hi Venkat,
Therin lies the problem, I can't seem to get to the NIS main UI. Double clicking the shortcut>Open doesn't open it.. Windows> All programs>Norton Internet Security>Open doesn't work, ...>Run as Administrater doesn't work. Not sure what to do next (short of reinstall).
Regards,
Bill
Hi Bill,
Welcome to the Norton Community.
What OS do you have and is it 32 or 64 bit? How long as NIS been installed and working before this issue started? What is your exact version of NIS? Actually you may not be able to get that since you can't open the UI. Is it NIS 2010, 2009 or what?
Do you have any other security software (anti-virus, etc) installed on your computer besides NIS? What was your previous security software before NIS and how was it uninstalled?
Did you notice any other problems besides with NIS? Things such as unexpected pop-ups in your browser, being redirected to the wrong website, etc? Also please check if you can browse to security websites such as symantec.com, security.symantec.com and mcafee.com.
Thanks very much.
Allen
Hi Alan,
I am running Windows Vista, 32 bit. I have had NIS and Norton Systemworks installed and working on this machine since April 2009ish. NIS has been reactivated?, renewed once, so it must be a 20009version but it might be a 2008 version as I also have had it installed on another machine a bit longer. There have not been any issues with it until now,
It is a Dell Inspiron 15 and I bought it new, I think it came with a version of MacAfee and I uninstalled it using the uninstall software from the control panel. A version of Microsoft Security Essentials showed up recently from one of the Microsoft updates.
I haven't noticed any other problems other than getting a few mailerdemon failed to deliver email notices to addresses that I don't recognize or compose and send. I went into Norton Systemworks and ran the Find and fix and that has stopped.
I just tried all three of the websites you mentioned and it pulled them up without any issues.
Thank you for your help,
Bill
Hi Bill,
Thanks for the update. Which version of Norton Systemworks do you have? Basic, standard, premier? Systemworks Standard and higher also comes with anti-virus protection which you should choose not to install with it since you also have NIS. Since both are Symantec products, installing NIS should have effectively disabled the AV component of Systemworks but I usually like to be explicit and uncheck that option when installing Systemworks to make sure. I think are you OK on this one.
Microsoft Security Essentials is a different matter however. If you are going to use this you need to make sure and disable the real time component of this software or you will likely have conflicts and problems between it and NIS. If you cannot disable the real time component of Security Essentials then you should remove it.
Your issue does not appear to be related to any sort of malware but as a precaution, I would recommend to go ahead and download and run the free version of MalwareBytes and run a full scan. Please click on the spoiler tag below to view the procedure. The free version is an on-demand scanner only and will not interefere with NIS.
Spoiler (Highlight to read)
Please download, install, update and run the free version of MalwareBytes following the procedure outlined below.
Please go to www.malwarebytes.org
1. Download Malwarebytes’ Anti-Malware (mbam-setup.exe) free version and save it on your Desktop.
2. After downloading, double-click on mbam-setup.exe to install the application.
3. Follow the prompts and install as “default” only
4. Before the installation completes, check on the following prompts:
- Update Malwarebytes’ Anti-Malware
- Launch Malwarebytes’ Anti-Malware
5. Click “Finish.” The program will run automatically and you will be prompt to update the program before doing a scan. Please update.
6. Scan your computer thoroughly choosing a "full scan".
7. When scanning is finished click on “Show Results”
8. Make sure that all detected threats are marked with a check mark, click on "Remove Selected".
9. Restart your computer.
Please post the logs back to this thread using "add attchments" at the bottom.
Note: Sometimes the main site is blocked from attempts to download MalwareBytes. If this occurs please try to download from:
http://www.filehippo.com/download_malwarebytes_anti_malware/
Please do not download the Spyware Doctor which you will see on this page!
Please download, install, update and run the free version of MalwareBytes following the procedure outlined below. Please go to www.malwarebytes.org1. Download Malwarebytes’ Anti-Malware (mbam-setup.exe) free version and save it on your Desktop.2. After downloading, double-click on mbam-setup.exe to install the application.3. Follow the prompts and install as “default” only4. Before the installation completes, check on the following prompts:- Update Malwarebytes’ Anti-Malware- Launch Malwarebytes’ Anti-Malware5. Click “Finish.” The program will run automatically and you will be prompt to update the program before doing a scan. Please update.6. Scan your computer thoroughly choosing a "full scan".7. When scanning is finished click on “Show Results”8. Make sure that all detected threats are marked with a check mark, click on "Remove Selected".9. Restart your computer.Please post the logs back to this thread using "add attchments" at the bottom.Note: Sometimes the main site is blocked from attempts to download MalwareBytes. If this occurs please try to download from:http://www.filehippo.com/download_malwarebytes_anti_malware/Please do not download the Spyware Doctor which you will see on this page!
After disabling the realtime component of MS Security Essentials or removing it I would recommend running the Norton Removal tool to clean up the NIS installation.
Please note that the removal tool will remove ALL Norton/Symantec products so be sure you have all of your product keys as you may need them to reinstall the software.
First, please download the Norton removal tool and save it to your desktop or some other convenient location but don't run it just yet.
Then download and save the full version of NIS 2010 from here. Your current product key will work to activate NIS 2010 and it is a free update for current subscriptions.
Let me know if you do not have the installation CD or download installer file for Systemworks and I'll find a link for you to download it.
Then please log into your Norton Account and make note of your NIS product key and any other product keys as you might need them to reinstall the software later.
Finally if you use Identity Safe with NIS, please back this up first following the procedure here.
After this, please disconnect from the Internet for your protection. Do a conventional uninstall of Systemworks and NIS 2010 along with any other Norton/Symantec products.
Then please run the Norton Removal tool twice with a reboot in between each run.
After the final reboot, please reinstall Systemworks if desired and if this is the standard or higher version, please uncheck the Anti-virus option so that it is not intalled.
Then please install NIS 2010 using the software you downloaded earlier. If asked for product key at the end supply the product key you got from your Norton Account earlier. Most likely your product key will be picked up automatically.
After NIS 2010 is installed, please connect back to the Internet and run Live Update repeatedly (rebooting as requested) until it reports no more updates are found.
You can then restore Identity Safe using the backup you performed earlier.
Install any other Norton/Symantec software.
Finnally, you should check that the number of remaining activations for NIS 2010 is correct. This can be checked from your Norton Account. If it is not correct, you can contact Customer Service and they will adjust it for you.
Please let us know how things goes and if this resolves the problem with NIS.
Thanks
Allen
AllenM,
I finally got back in town and got back to this thing.
I did all that you had outlined and things seem to be operating well. The Norton toolbar is back and nothing seems to have disappeared from the Identity Safe files.
Thank you for such well written and easy to follow instructions as to how to tale care of this issue I had. You were right, there wasn't any malware detected.
However, there is something in the machine that is kicking out all kinds of crap from my email without my knowledge or approval. I have run the Live update and have attempted to run full scans. I do not see any evidence of it actually running a scan though. What should I do next?
The other thing is thtat I can't seem to find any Systemworks.
Hi Bill,
Thanks for the update. I had to review again to refresh my memory on this one. Its been a while. 
Which version of Systemworks did you have? Basic, standard, etc.
Can you give more detail on what kind of issues you see with outgoing email? What email client do you use?
What happens when you try to run a full scan with NIS? Please be as specific as you can.
Thanks very much.
Allen
Hi Allen,
I can't remember exactly which version of Systemworks I had and I haven't been able to find my Product Key for it yet, I am still looking. It was probably basic but might have been the standard version
With the Email, I see a lot of delivery failure notices to addresses that I haven't sent to and the notices refer tot a note that was sent to many addresses. I am getting a few notes from people I know that are informing me that they are receiving notes from me without any subject or any text other than a link to some site. I even receive mail from 'myself' for these sites (I haven't opened any of them). I am using AOL mail.
After I posted last night, I tried to run a full scan and I am not sure it did anything. I tried to look at the scan history and eventually got a not responding message. I could not close that screen. I decided to then look at the what the other 'user' screens had going on and found two game sites that My kids must have been playing that would not close down for me. I disconnected from internet and did a reboot. both of those sites came back up and the Scan History screen came back up and I could still not get them to close. I then tried to perform a System Restore to the previous day. I got a unsuccessful message but now the sites are gone and the Scan History screen was gone too.
I am now logging off of my email and disconnecting whenever I leave the machine (something I should probably do anyway) but knowing that there is something in the machine is annoying me tremendously.
The Full System Scan seems to be running now, I will post you an update when it is completed.
Thank You for all of your help,
Bill
Hi Bill,
Thanks for the update.
The email problem is very suspicious. Can you run another scan with MalwareBytes and attach the log file using the Add Attachments link at the bottom?
Lets also run a scan with with the free version of SuperAntiSpyware. You can find this at:
http://www.superantispyware.com/
Please make sure and download the FREE edition and not one of the paid editions. Please post the logs on this as well.
Thanks very much
Allen
Hi youre in good hands here so I just want to throw this in for allen to evaluate and if he already addressed it I apologize...but if the system came with macfee preinstalled would it be helpful to run macfee removal tool too before a reinstall?
And anyother removal tool for anythng that crossed its step?
Good luck Im out...back to allen :)
Hi artfreak,
Thanks very much for that. I had asked the question before about previous security software and Bill respoonded that it was just NIS and NSW which has since been removed with use of the removal tool, etc. After reinstalling NIS some problems are still present.
Bill, just to confirm once again. There are no other security software installed now or in the past, correct?
Thanks very much
Allen
Hi Allen and artfreak,
The machine originally came with McAfee but I removed it when I installed the Norton stuff. Since then, it has been only Norton until the Microsoft Security Essentials showed up, (I don't know when or how).
Allen, I ran the SUPERAnitSpyWare and it found a couple of cookies in the files, a few more cookies in the programs(?) and a couple of hijackers in the browsers. I have tried to run the MalewareBytes a couple of times but it crashes with a MBAM_ERROR_FILE_SCAN (0,28) message. I am thinking about removing, reinstalling and rerun the MalwareBytes program. Please find the MalwareBytes log files attached. I can't find the SUPERAntiSpyWare log file. The 6-25 date was a full run, the 6-28 date was one of the crashed runs.
Thanks,
Bill
Hi Bill,
Thanks for the update. Let's go ahead and run the McAfee removal tool to ensure all remnants of the original pre-installed software are removed. You can find the procedure here.
Regarding the SuperAntiSpyware scan, there should be a log file starting with SUPERAntiSpyware Scan Log and then it will have the date, etc. See if you can find this on your hard drive.
If you are still not able to find it, do you recall more details of the browser hijackers you referred to? Did you run a subsequent SAS scan and is it now clean?
Earlier you mentioned that a full scan from NIS was in progress. Did this complete properly and what were the results?
Thanks very much
Allen
Hi Allen,
Right, the Norton Internet Scan, it completed successfully and didn't report anything.
I removed the McAfee stuff per your instructions and rebooted, (McAfee report attached).
I ran the SAS scan again and have attached both reports. The 6-28 file has the browser hijackers.
I have left my email open and logged on fro a couple of hours now and have not received any failed delivery reports or any notes from anybody that they are receiving junk from me, yet. Let's see how it goes.
I will re-run the AntiMalware scan again and send that report to you when complete.
Thank You very much for your help!
Bill
Hi Bill,
Thanks for the update. The SAS scan found and removed some important things so my suggestion is to let's see how things look over the next few days. Since you have had so many problems I would recommend running another couple of full scans with NIS over the next few days and make sure things continue to work normally.
Please keep me posted as to how things are going.
Thanks very much.
Allen
Hi Bill,
Just wondering if things are still looking OK for you?
Best wishes.
Allen