Ok, I have done everything you have said above 
phew. I went to tasks then run live update. It has checked for updates, downloaded updates and now processing updates. I hope I did that correctly. I am just about to restart. So when I do shall I run live update again did you say?
I ran two live updates restarting each time. Just went back on and it said no updates available. I have just restarted again. Now what do I do? I’m scared to run a quick scan 
Paperaeroplanes wrote:
I ran two live updates restarting each time. Just went back on and it said no updates available. I have just restarted again. Now what do I do? I'm scared to run a quick scan :(
Go ahead and log into Identity Safe from the Norton Tool Bar and then click on ID Safe, and see if all your logins are still there (select All logins on the drop down menu). If all thre if not, we'll owry about them shortly.
Now take a deep breath, get a beverage of your choice and go to Performance > Norton Tasks > and click on the Yellow Arrow in the box by Quick Scan. This will probably be the longest 5 minutes or so you look at your screen and hope for completion.
I woudl give it no more than 10 minutes - hopefully it will all finish before it gets that long.
Yes, we'll be waiting for your cheers of victory!!
Well…it’s been running for about 13 minutes a d still says running from a positive point of view though those graphs are randomly now working!
Did you have any other security program installed on this computer before installing Norton? If so, what was it so we can point you to the proper uninstall utility.
Other products can conflict with Norton, even after 'normal' removal.
We bought the laptop brand new. They installed norton on it and a year later we have upgraded. So as far as I am aware and from what I can see there is no other programme on there.
Paperaeroplanes wrote:
Well...it's been running for about 13 minutes a d still says running :( from a positive point of view though those graphs are randomly now working!
Are your Identity Safe log-ins present?
Please descirbe what you mean by randomly? They are there and then they disappear and then return - or fading in and out?
It may be time to download and run MalwarebytesAntiMalware from here. Do not accept the free trial - let us know if it finds anything.
Yes I exported back all of that information. Sorry when I said randomly working I meant that they are all working well now where as before I uninstalled it all none of the graphs were working remember. No worries will download that. The quick scan also says it has been cancelled. I have not stopped it it has done it itself. Will download that now.
Paperaeroplanes wrote:
Yes I exported back all of that information. Sorry when I said randomly working I meant that they are all working well now where as before I uninstalled it all none of the graphs were working remember. No worries will download that. The quick scan also says it has been cancelled. I have not stopped it it has done it itself. Will download that now.
It sounds like most of it is working, but I am still concerned about the Quick Scans and it certainly sounds as Peterweb asked that you have another product running in realt time.
Since the graphs etc are working again, can oyu go to Performance > look at the bottom graph. make sure CPU Tab is yellow and then look at the graph and see if there are blue peaks possibly taller than the yellow peaks. The blue peks denote CPU usage other than Norton and the Yellow peaks are for Norton CPU useage. If you hover over the peaks (using your mouse to move the dark blue arrow), you can select a peak by left clicking your mouse and it will tell you process and how much CPU percentage wise that process is using. I am thinking that you mightbe able to see something using CPU above the Norton useage and be able to narrow it down to what is using the CPU and possibly slowing down Norton's Quick Scan/ causing a conflict.
Here is the basic graph showing the Norton CPU useage (yellow) and the system useage (blue).
Here is a shot of the dark blue arrow controlled by the mouse and what you see after left clicking the mouse:
As you can see iexplore is using 14% while ccsvhst.exe (which is Norton) is using only 3%. If there were a ocnflict I would expect the proces other than Norton to be much higher - but it's the only example I could find at the moment.
Let us know if you see anything like this.
So…I downloaded malwarebytes and did the quick scan. It didn’t find anything. I then ran the full system scan. As this scan is still running a box opened which is a Microsoft windows box which has has come up saying “windows has detected a hard disk problem. Back up your files immediately to prevent information loss, and then contact the computer manufacturer to determine if you need to replace the disk.” Having only ever have this box come up since the full system
Scan has started ( it has been running for 35 minutes and still going strong) I wondered about this warning. I googled it on my phone and I believe this to be a virus? I haven’t touched the pop up box and so far the malwarebytes is still running. I may fall asleep soon but I will just leave it run,…arrghhhh bit scared but I know you intelligent people can help
Sorry, just seen your reply I will try this tomorrow without doubt just concerned about this pop up thing now but will respond
Paperaeroplanes wrote:
Sorry, just seen your reply I will try this tomorrow without doubt just concerned about this pop up thing now but will respond
You are absolutely correct, the popup box re: hard disk problems needs to be corrected before anything else on your system.
I feel peterweb is probably more able to assist you with the tests of your hardrive that may be required than I am, so I'll leave that help to him. Also letr uskinow what MalwareBytes conmes up with.
Oh....pleasant dreams - if I guess right, it's approaching midnight there.
Malware bytes has just finished that full scan and said that it didn’t detect anything. The pop up box is still open and I shall leave it all as it is as I know I will need to be doing something and don’t want to ruin it. Thank you both so much for your help so far, if I fall asleep I will be back tomorrow! Yes you are right it has just gone midnight!!
Can you post a screenshot of the Microsoft message? Instructions to post screenshots can be found here
To check your hard disk, click on the Windows Start button. In the search box type CMD. Right click on cmd.exe and click on run as administrator. In the command prompt type "chkdsk c: /r /v" without the quotes. A message will come up asking if you want to check the disk on the next restart. Answer 'Y'. Reboot and the check disk will run before Windows starts up. This check will check the file system as well as the physical disk surface.
Let us know what it finds.
The surface scan will take some time depending on the size of you hard drive. How old is the hard drive?
Hi
Thank you I will try this in a bit and let you know what it finds. Is it ok to close that pop up box in order to check the hard disk?
Thank you for your great instructions - I think I have managed it. Will run that surfac scan when I get back in a bit - the computer was bought brand new one year ago so his is how old the disk etc is too.
Thank you :)
Hello
I have just tried to run the disk check. It said it couldn't run as it is already being in use. I closed the malwarebytes window and tried again but it came up with the same message. So I closed that pop-up box tried again and it came up with the same message. I have created a screen shot for you as some nice people showed me how to do it :) Just to add I have no other programmes etc or anything running (that I am aware of!)
This is where you answer 'Y' and restart your computer. Then the scan will run after you restart.
If the computer is one year old, you might want to contact the manufacturer to establish a claim in case the hard drive is faulty. Do this before the warranty runs out. Even if it is out of warranty by a short time, it is worth trying.
Hi
I did as you said pressed 'Y' then restarted. A black screen came up saying your hard drive is (then i believe it had 4 letters that came up but I thought it would take ages to restart so had gone out of the room!) then it said that it is 'clean'. Then started windows normally!
Ok, I haven't run anymore Norton scans only hat you have suggested and have taken some screen shots of the graph, I clicked on a couple of the different peaks:
