Just prior to the New Year I was running Norton 360 (Not the Premium version) without any problems. My subscription was requiring renewal and I opted for the Upgrade to Norton 360 Premium....and that's where the problems began.
First...I've had no issues with this upgrade on my wife's laptop running Windows 7.
My system is a Dell Vostro 1700 Dual Core 2.2GHZ, 2 GB Ram, 32 Bit OS...Windows Vista Ultimate Version 6.0 Build 6002 Service Pack 2. Windows Firewall OFF
I've done the following...
1. Allowed Norton to run the normal installation upgrade....reports "Succesful", but I can never open the Norton UI, nor can I access the internet via any application. Internet connectivity appears fine on my laptop (confirmed fine via other PC's), but clearly blocked as a result of this failed install.
2. Followed Norton's advice of completely removing any Norton Applications via running "Norton_Removal_Tool.exe" and reinstalling a clean instance of Norton 360 Premium.....same failed results.
3. Followed Norton's advice of completely removing any Norton Applications via running "Norton_Removal_Tool.exe" , updated Malwarebytes and run full scan (no problems found) then reinstalled a clean instance of Norton 360 Premium.....same failed results.
4. Removed all Norton Applications via running "Norton_Removal_Tool.exe", regained interenet connectivity, enabled Windows Firewall.....logged into this forum and made this post...HELP!!
i was not asked for the Product Key during installation. I had a previous active version of Norton 360 (with a few days left prior to expiration when this all began). I logged into my account on Norton and downloaded Norton 360 Premiere (with 2 active installs available) directly from there.
From what you are saying it sounds like you have done most everything correctly, my qustion is before you ran the Norton Removal Tool (NRT), did you in fact remove N 360 from via the Control Panel?, NO
Reboot? NO, because the initial NRT did not work, it wasn't until I downloaded "Norton_Removal_Tool.exe" locally, ran it then rebooted, logged into my Norton account and attempted a clean install from there.
Activate (entering key) Never asked for a key
Run Liveupdate (rebooting when requested) until such time as LiveUpdate specifically stated "no updates found"? No applications could reach the internet, nor could I open anything related to Norton 360 Premiere.
Rebooted one last time? Yes, to no avail
I assume you are using the free version of MalwareBytes? Yes
Have you at any time received ay error messages andif so - what did they say? No
Just prior to the New Year I was running Norton 360 (Not the Premium version) without any problems. My subscription was requiring renewal and I opted for the Upgrade to Norton 360 Premium....and that's where the problems began.
First...I've had no issues with this upgrade on my wife's laptop running Windows 7.
My system is a Dell Vostro 1700 Dual Core 2.2GHZ, 2 GB Ram, 32 Bit OS...Windows Vista Ultimate Version 6.0 Build 6002 Service Pack 2. Windows Firewall OFF
I've done the following...
1. Allowed Norton to run the normal installation upgrade....reports "Succesful", but I can never open the Norton UI, nor can I access the internet via any application. Internet connectivity appears fine on my laptop (confirmed fine via other PC's), but clearly blocked as a result of this failed install.
2. Followed Norton's advice of completely removing any Norton Applications via running "Norton_Removal_Tool.exe" and reinstalling a clean instance of Norton 360 Premium.....same failed results.
3. Followed Norton's advice of completely removing any Norton Applications via running "Norton_Removal_Tool.exe" , updated Malwarebytes and run full scan (no problems found) then reinstalled a clean instance of Norton 360 Premium.....same failed results.
4. Removed all Norton Applications via running "Norton_Removal_Tool.exe", regained interenet connectivity, enabled Windows Firewall.....logged into this forum and made this post...HELP!!
You were not asked for a product key and you stated you had 2 installs left from a pevious installation. You also stated you had been running N 360 standard.
Is it safe to assume you upgraded to N 360 Premiere when you renewed and installed it on your wife's Laptop - and activated the new N 360 Premiere key on her system. Thus your Norton Account has that N 360 Premiere key listed ( with 2 installs left).
You then uninstalled N 360 Standard from your Vista system by using the Norton Removal Tool (no Control Panel removal prior) and the removal failed. Do you know where you downloaded the intial Norton Removal Tool from? And also where you downloaded the Norton_Removal_Tool.exe from? Just wondering if you got the Norton Remove and Reinstall Tool by accident in one of those downloads.
The install you attemopted from your Norton Accoutn was via the Yellow download button associated with the 2 remain installs and the product key for the N 360 Premiere.
You said you removed all Norton applications in your initial post which other Norton products did you have installed?
Do yuo have any other security products installed that could run in realtime?
I want to make sure we got the facts right before we suggest anything.
You were not asked for a product key and you stated you had 2 installs left from a pevious installation. You also stated you had been running N 360 standard.
Correct
Is it safe to assume you upgraded to N 360 Premiere when you renewed and installed it on your wife's Laptop - and activated the new N 360 Premiere key on her system. Thus your Norton Account has that N 360 Premiere key listed ( with 2 installs left).
Correct
You then uninstalled N 360 Standard from your Vista system by using the Norton Removal Tool (no Control Panel removal prior) and the removal failed. Do you know where you downloaded the intial Norton Removal Tool from? And also where you downloaded the Norton_Removal_Tool.exe from? Just wondering if you got the Norton Remove and Reinstall Tool by accident in one of those downloads.
Directly from the Norton Website using NRnR.exe initially ( I can't recall if there was a message for the cause of failure, but it failed and led me to the Norton_Removal_Tool.exe which was found at:
The install you attemopted from your Norton Accoutn was via the Yellow download button associated with the 2 remain installs and the product key for the N 360 Premiere.
Correct
You said you removed all Norton applications in your initial post which other Norton products did you have installed?
Norton SystemWorks Basic Edition
Do yuo have any other security products installed that could run in realtime?
No (Windows Firewall and Defender are normally off...both turned on since this Norton problem occurred)
instead of waiting, I decided to uninstall the "Symantec SMR Utility Service 3.1.1" and follow through with your remaining steps verbatum.
Result : Same failed outcome as explained previously. It thinks all is well, but nothing related to Norton 360 functions after the install.
The one piece and it may be the key piece is once this is complete NO applications can access the internet INCLUDING Live Update (never even launches). If you believe some or part of the application update my be critical to getting this working, is there a manual method for downloading the appropriate update files for me to attempt to run locally?
Your Symantec SMR Utility Service 3.1.1 file may have been left over from the Norton Systemworks you had installed previously.
I'm a bit confused why the entries were not found in the running of devmgmt.msc. Are you sure you accomplished the Show Hidden Files portion of the instuction? I'd appreciate it if you would try running it again just to double check.
Let us know if you foubnd the files you could not locate before.
I'm a bit confused why the entries were not found in the running of devmgmt.msc. Are you sure you accomplished the Show Hidden Files portion of the instuction? I'd appreciate it if you would try running it again just to double check.
I'll try it again tonight after work...it was through this hidden file exposure I was able to locate the Symantic SMR Utility Service 3.1.1. file.
As mentioned before the inability to run LiveUpdate or the core application once the install is complete seems to also be a key part of this problem. Is there anyway to install some of the patches to this without LiveUpdate...I'm hoping possibly a patch will resolve the issue to the point LiveUpdate works again...all additional updates come via LiveUpdate and all is good :)
I'm a bit confused why the entries were not found in the running of devmgmt.msc. Are you sure you accomplished the Show Hidden Files portion of the instuction? I'd appreciate it if you would try running it again just to double check.
I'll try it again tonight after work...it was through this hidden file exposure I was able to locate the Symantic SMR Utility Service 3.1.1. file.
Understand - but pleae check again.
As mentioned before the inability to run LiveUpdate or the core application once the install is complete seems to also be a key part of this problem. Is there anyway to install some of the patches to this without LiveUpdate...I'm hoping possibly a patch will resolve the issue to the point LiveUpdate works again...all additional updates come via LiveUpdate and all is good :)
To the best of my knowledge there is no way to download a patch to accomplish this, there is a way to work around difficulties with LU and Definition downloads, but when the program will not start - not much else will work anyway.
Hi starkc69,
I'll be out most of this evening (5:45ish to 10 ish CST), so if I do not reply as soon as yuo post - I'll get to it after 10.
Do you at this time have N 360 premiere installed? Does it show in Programs and Features? If it does, please navigate to C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7} and see if there is a N360_20.1.0.24 sub folder. It may be end with 20.2.0.19 depending on where you downloaded the installed version from. Also I am not sure if it will display a letter (S) or (P). Please tell me if it odoes so I know for future troubleshooting.
I do not recall which version of N 360 Standard you were running prior to upgrading to Premiere, but if it was an older version (version 6) or if there is a (S) or a (P) associated with your current install, please check to see if there may be a second sub-folder in the location I referenced above.
Do you at this time have N 360 premiere installed? Yes and as previous installed believed "succesful"
Does it show in Programs and Features?
Yes
If it does, please navigate to C:\ProgramData\Norton\{0C55C096-0F1D-4F28-AAA2-85EF591126E7} and see if there is a N360_20.1.0.24 sub folder. It may be end with 20.2.0.19 depending on where you downloaded the installed version from.
I found the install in
C:\Program Files\Norton 360 Premier Edition\Branding\20.2.0.19 I also found C:Program Files\NortonInstaller\{0C55C096-0F1D-4F28-AAA2-85EF591126E7}\N360\562C4DD5\20.2.0.19\
Same operational results as described in all previous attempts.
In addition, I've attached the installer log file....you can see the 'error' points during the install and can hopefully provide a resolution.
Thanks for feedback and the install log - I'll see if someone from Norton who works with the logs can get any info from it - I am not familiar with the logs.
Also did you look in C\ProgramData\Norton etc as I asked?
I'll get back to you when I hear something from Norton, or maybe someone from Norton will post.
Sorry for the frustration, I do appreciate the support on this. When you first asked about the ProgramData directory I didn't see it (not realiziing it was a hidden directory at the time)...it wasn't until I came across a 'readme' file in the Program File directory that lead me to the .log file via the hidden directory ProgramData path. So to answer your initial question correctly, YES, I did find the path you addressed as follows:
Thanks for the addtional feedback and the screenshot (which I can ot see at this time - it needs to be approved by a mod before it is seen by everyone on the open forum - I know you can see it and so will everyone else once approved). So I can not comment on that right now.
Vineeth from Norton has been kind enough to go through you Install Log and the Lopg shows a successful install - just as you said it appears.
Vineeth's first suggestion is to run the Norton Power Eraser and see if it finds anything. Please be careful with what you remove with the NPE, it can throw a false positive. If you are not 100% sure whatever it finds needs to be removed, come back here and we'll get Norton (or someone knowledgable) to answer to remove it or not.
Once we get the results of the NPE, Vineeth will be able to suggest other details to check.
I would like to thank you for your assistance on this issue. It appears the NPE has found and corrected whatever problem was creating my issue. Norton360 Premiere, as well as all other internet accessing applications appear to be functional.
Unfortunately I didn't notice since the fix happened during the rootscan portion of the fix. If there is a NPE Log file you would like me to find and provide, provide the path and I'll gladly post it.
