Norton 360 AT RISK error

Norton 360 has been displaying this message for at least a week, and I'm unable to get rid of it.  My environment:

 

Windows 7 with all current fixes applied

Norton 360 latest version = 5.1.0.29

Microsoft Outlook 2010

 

The error:

 

AT RISK  error listed under Virus and Spyware Scan - "Your PC needs to be scanned for viruses and spyware".  Under Status is the message "Never Run".

 

What I've tried (and failed):

 

1. Quick scans and full scans (the latter taking the better part of a day).

2. Running Power Eraser.

3. An internet post advising to change Norton 360 settings to a) turn off email anti-spam; b) reboot; c) check settings to see if anti-spam is reenabled - it was, but no help.

 

I see from web searches that a number of users have reported this problem, but have yet to see where Norton acknowledges the problem, and offers a solution.

 

HELP!

Norton 360 has been displaying this message for at least a week, and I'm unable to get rid of it.  My environment:

 

Windows 7 with all current fixes applied

Norton 360 latest version = 5.1.0.29

Microsoft Outlook 2010

 

The error:

 

AT RISK  error listed under Virus and Spyware Scan - "Your PC needs to be scanned for viruses and spyware".  Under Status is the message "Never Run".

 

What I've tried (and failed):

 

1. Quick scans and full scans (the latter taking the better part of a day).

2. Running Power Eraser.

3. An internet post advising to change Norton 360 settings to a) turn off email anti-spam; b) reboot; c) check settings to see if anti-spam is reenabled - it was, but no help.

 

I see from web searches that a number of users have reported this problem, but have yet to see where Norton acknowledges the problem, and offers a solution.

 

HELP!

In addition to what HarryP requested,  on the N 360 Main Page, please click on Tasks and then on Check Norton Task in the lower right corner.  On the bottom half of the next page, tell us what the status of  Idle Full System Scan and Idle Quick Scan is and the dates listed for each under the Last Run column. 

Power Eraser did not report any threats.

Quick Scan reports no errors

I can't say for Full System Scan, since I had checked to power down my computer upon completion, and it ran for so long that I eventually went to bed.

 

I just checked the log, and the Full System Scan which I had started yesterday (Thursday) afternoon, completed @ 7:27AM this morning, running for 18 hours 56 minutes and 47 seconds, and found 16 cookie traces which it automatically removed.

As I reported in my original post the "Status" of Virus and Sprware Scan is Never Run.

 

That's also true for Idle Quick Scan and Idle Full System Scan -  Never Run

 

Also in the "Never Run" category is Insight Optimizer


rjmcconnell wrote:

As I reported in my original post the "Status" of Virus and Sprware Scan is Never Run.

 

That's also true for Idle Quick Scan and Idle Full System Scan -  Never Run

 

Also in the "Never Run" category is Insight Optimizer


In Norton Tasks where you reported the Idle Quick Scan and Full System Scan showed never run - please click on the arrow to the left of Idle Quick Scan and let us know if it runs and show up as completed in the Status column.  This scan will be quicker than the full scan - so that's why I'm trying it with that.

 

 

This gets curiouser and curiouser.  When I do as you suggested, it reports that the Idle Quick Scan was completed at 6:32PM, EST, and further checking indicates that it found 21 Tracking Cookies and removed them.

 

However, the AT RISK error remains, and when I click on FIX IT, the seemingly same Quick Scan runs, but the AT RISK error remains, with a status of NEVER RUN.  Going back to the Idle Quick Scan report, and it still shows the successful completion.

 

Checking SECURITY HISTORY I see the Idle Quick Scan posted as successful, but there is no completion posting for the FIX IT that I ran immediately after it shows no completion.  Obviously this process is being blocked from successful completion, but is not posting any error message(s).

 

 


rjmcconnell wrote:

This gets curiouser and curiouser.  When I do as you suggested, it reports that the Idle Quick Scan was completed at 6:32PM, EST, and further checking indicates that it found 21 Tracking Cookies and removed them.

 

However, the AT RISK error remains, and when I click on FIX IT, the seemingly same Quick Scan runs, but the AT RISK error remains, with a status of NEVER RUN.  Going back to the Idle Quick Scan report, and it still shows the successful completion.

 

Checking SECURITY HISTORY I see the Idle Quick Scan posted as successful, but there is no completion posting for the FIX IT that I ran immediately after it shows no completion.  Obviously this process is being blocked from successful completion, but is not posting any error message(s).

 

 


OK - now please do the same thing with the Idle Full System Scan from Norton Tasks.  It appears this "kick started" the Quick Scan.  Be prepared though - the full scan may take awhile.  I hope that runs to completion also.

 

What I think I is happening, is they are both scans and either one can throw that "At Risk" - but I do not think a Quickand a Full Scancan be run at the same time.  Thus you go th Quick Scan to show as complete - but the full scan still "has not been run", so ti is giving the At Risk.  I hope that makes sense.

Good idea - bad result.  The idle full scan completed successfully, but the AT RISK error still remain.

 

It still says that I need to run virus and spyware removal, and still shows status of NEVER RUN.

 

I rebooted in diagnostic mode, thinking that one of my other programs might be causing the problem, but the results are exactly the same.

 

It appears my only remaining option is to remove Norton 360, then reinstall.

 

Thanks for all your help.

Hello rjmcconnell,

 

We have seen something similar here recently.  What worked that time was running Norton Remove & Reinstall Tool.  First,  back up your Identity Safe,  instructions here.  Then download and run the Norton R&R Tool found here.  This is usually a quick and painless procedure.  Remember to run Live Update,  rebooting as required,  until you see "Your Norton product has the latest protection updates".

 

Let us Know how this goes.

 

Thanks,  Dave.

Reinstalling got rid of the AT RISK error, which pleases me, no end.  I did stub my toe on the Identity Safe backup and restore.

 

I would turn on the OK to use Identity Safe, and it seemed to turn itself off.  I then attempted to create a new Identity Safe to backup.  I tried to put it on one of my external drives, but was told I didn't have sufficient permissions.  I then tried my C: drive and was told it was unsuccessful.  I then used the alternate method using COexport.exe, and successfully created a comma-delimited file.  However, after reinstallation of Norton360 the Identity Safe restore wanted a file with suffix .NMB, and wouldn't use .CSV

Within the Identity Protection Settings, you have to use the Backup ID Safe Data option in order to back it up as an .NPM  When you use the Restore ID Safe Data it looks for an .NPM file. 

 

If you look at the COexport.exe method, it states you it will export it in that format so you can read it.  That type file can not be restored.

 

As far as not having sufficent permissions were you using an account with admin priveledges?

 

If nothing else you should be able to open (I used wordpad) the file you exported using COexport.exe and you will at least have a text formatted listing of your information which will make it easier to rebuild your ID Safe log-ins. 

Thanks for letting us know.

 

Dave.