Issue abstract: install fails for norton 360 on win 11
Detailed description:
Product & version number: lastest download
OS details: windows 11 home 24H2
What is the error message you are seeing?
the install stops part way through, shows screen “collecting error information” then next page says “an error report has been created” click on send to send to lifelock now… yada, yada.
support option says to run repair, run power erase, run this that and the other thing… tried all of these multiple times (just in case the first 3 times I missed something).
1 - basically a clean install of Win11 with latest updates
2 - no AV installed at all (just the basic stuff included with OS)
3 - no indication that error file was uploaded
4 - the appdata\local\npe\logs folder has a number of etl files… reviewing these files doent show anything obiously wrong…
5 - event viewer shows nothing wrong with norton install
question: is there actually a Useful log file somewhere that I can look at for error messages?
question: is there actually a way to manually upload the error log to someone who can look at it?
Hello. Are you running Windows 11 in S mode by chance? To see what this is all about open the Event Viewer, look there for any entries related to Norton. There has to be something there being missed.
SA
not that I can see. win 11 home edition.
good idea though; never would have thought of that.
Lance
Did you have a look in event viewer as suggested before? Since Norton didn’t completely install that is the best place to find errors about the installation.
Make sure of two things. 1- Log onto your computer with an account that has admin privileges. 2- Make sure you have no others tools loading with Windows.
Next!! Use the removal tool for your installation, do a remove only. Reboot the machine and download your product again from your Norton account subscriptions area. Please let us know what your results are.
Version 24.xx removal tool:
https://www.norton.com/nortonremover
SA
nothing in event viewer.
tried using removal tool. (repeated process 3 times)… no joy.
again. what i am asking for: where do i find the install logs?
they are not under appdata\local
i do see the npe\logs*.etl files
but those are compressed.
There won’t be any Norton logs due to the install not fully completing. I have to ask if you are on version 24.xx, the removal tool I posted will remove that version. Here is the old removal tool in case you are getting an older version.
Regular removal tool for versions prior to 24.xx
https://norton.com/nrnr
SA
i used the one from the norton website. presumably that would be the latest
You DO have an Norton account correct? You would be required to create an account there before downloading Norton.
SA
yes I do. I have this version installed on 5 other computers right now.
this is a new computer, so first time trying to install norton on it.
over 30 years of using norton, this is only the second time I have ever had a problem.
doing a OS reset now; that is pretty much the only other option as the “norton” tools have not helped at all.
1 Like
so, tried a clean download again.
this time a completely “different” version of norton 360 was downloaded.
(looks like the “current” version, whereas the previous version was the “prior” version).
this time the install completed without any issues.
I would assume that download links would always pickup the current version subscribed to… apparently not.
case closed
Thanks for the post back. FYI!! The older version prior to the new 24.xx release is compatible with Windows 11 as is the 24.xx release.
SA