Have a problem with sister's PC. NIS2008 subscription expired so purchased new product, with new key. Install on XP system failed.
We followed the normal install procedure - NIS2008 was detected and the uninstall started but the PC froze part way through.
After re-boot, Norton Removal Tool was the next step, but this also froze. Task manager shows the process "services.exe" (which controls Windows services) at 99% CPU usage.
After many cycles of XP system restore, NRT or NIS2008 Windows uninstall or NIS2009 install, the result is always the same (services.exe at 99% and power-off needed to reboot).
Symantec Tech. Support tried to help with chat but of course got disconnected every time the PC froze and I think they've got discouraged! There are no other security products running on the machine. Does anyone have any ideas before I reach for the XP installation discs?
Once those steps are completed, unplug from the internet, restart your computer in SAFE MODE and run a complete Malwarebytes scan. If items are found, follow the Malwarebytes suggested procedure.
You should run the Malwarebytes scan a few times to be sure it comes up clean.
This next step is optional but recommended. Delete your System Restore Points by turning off System Restore. Many infections will become embedded in your previous restore points - therein lies the possibility that they may return. Also you may find that the malware has already erased your restore points.
Restart your computer in Normal Mode and see if you can run the Norton Removal Tool and install your Norton Product.
Once you are completely sure your computer is clean, you can turn ON System Restore.
Thanks for the reply, Phil_D. The subscription only expired 2 days ago and we tried to upgrade straight away. Also, the system restore points were from last month, so hopefully would have been created with up-to-date virus definitions.
We ran one of the removal attempts in Safe Mode but it made no difference. Whenever there is any info available at the point of freezing, it seems to happen when deleting "System Event Manager" or "SymEvent", so this might be what is resisting the attempt of Windows Service Manager to shut it down. Is it likely this service could have been "hi-jacked"?
Using System Restore is not always the best method, especially going back a full month and may actually revert your security product to a lesser degree of protection. Other updates to your system such as Windows updates may also be affected. And if your system has been infected and the Restore Points have been compromised, you could be re-infecting your computer each time you attempt a System Restore.
Although the subscription was only expired for 2 days, I would still run the Malwarebytes scan because an unprotected computer may become infected in a matter of minutes. The program I suggested is freeware and an "on-demand" scanner which will only run upon your command - it does not run in the background, so it will not interfere with any Norton product.
I think it would be a good starting point if for no other reason than to rule out malware from the equation.