Norton 360 failed to remove trojan

Norton 360 for Windows
1

Note: Please do not post Personally Identifiable Information like email address, personal phone number, physical home address, product key etc.

Issue abstract:

[virus.docx|attachment](upload:// 1DhHhosAgpa08dSmJlvKTTpHPC0.docx) (539.8 KB)

Detailed description:

Product & version number:

OS details:

What is the error message you are seeing?

If you have any supporting screenshots, please add them:

2

@pythonkp Please repost a screenshot vice a Word document for review. Windows can save screenshots in .jpg and .png formats. Opening documents can lead to device compromise coming from sources that aren’t known as clean and virus free. You are reporting an infection.

How to post screenshots:

SA

3

Trojan.PNG
Trojan.PNG1618Ă—910 110 KB

4

Those alerts appear to be browser popups vice something from Norton. I hope you didn’t click on anything that was presented. Enticing you to download malware. Have you followed the suggestions posted for added peace of mind? Flush the browser cache and cookies on ALL browsers installed and delete temp files then reboot. Run the checks I presented to see what if anything is found.

SA

5

I didn’t click anything except to try to close them. Per what you said above, I’m afraid the only thing I know how to do is clear browsing history.

6

Awesome!! I’m relieved that you didn’t fall for the trap. Here are some instructions to clear cookies and caches on your browsers, depending on which one(s) you are using:

AI Overview

To quickly clear your browser cache and cookies, open your browser and press the universal keyboard shortcut Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac). Select “Cookies” and “Cached images,” choose the desired time range, and hit “Clear.” [1, 2, 3, 4, 5]

SA

Clearing these files frees up storage and resolves website loading or formatting issues, though it will sign you out of most sites. [1, 2]

Follow the specific steps below for your preferred web browser:

Google Chrome

  1. Click the three dots (menu) in the top-right corner.
  2. Select Delete browsing data (or More tools > Clear browsing data).
  3. Choose a time range (select All time to remove everything).
  4. Check the boxes for Cookies and other site data and Cached images and files.
  5. Click Delete data. [1, 2, 3, 4, 5]

For a visual step-by-step guide on navigating Chrome’s privacy settings:

Related video thumbnail

1:34


How to Clear Cache and Cookies in Google Chrome in Laptop PC (Step …
[image]
[image]
PrimeGuide
YouTube · Jan 21, 2026

Apple Safari (macOS)

  1. Open the Safari menu in the top left and select Settings (or Preferences).
  2. Click the Privacy tab.
  3. Click Manage Website Data…
  4. Click Remove All, then confirm by clicking Remove Now. [1, 2, 3]

Microsoft Edge

  1. Click the three dots in the top-right corner and select Settings.
  2. Click Privacy, search, and services in the left sidebar.
  3. Under Clear browsing data, click Choose what to clear.
  4. Select the time range, check Cookies and other site data and Cached images and files, then click Clear Now. [1, 2, 3]

Mozilla Firefox

  1. Click the three lines in the top-right corner and choose Settings.
  2. Select the Privacy & Security tab on the left.
  3. Scroll down to Cookies and Site Data and click Clear Data…
  4. Check both boxes (Cookies and Site Data / Cached Web Content) and click Clear. [1, 2]

Note: For all browsers, it is recommended to completely close and restart the browser after clearing your data for the changes to take full effect

7

I think it worked! I’ve got my fingers crossed! Thank you so much.

8

You’re most welcome!! Please let us know if this clears things up for you. We will follow up if needed.

SA

9

Your advice cleared everything up. Again, thank you so much.

1 Like