Norton 360 stopped working

Norton Security | Norton Internet Security
21

Hi Pabouk

Thanks for the translation but there doesn’t seem to be anything to go on from the error message.

 

Can you use the web to find out what trial security came with the computer.  As conflict in security programmes can cause various problems even the debris after uninstalling it.

 

I am curious as to whether both computers have had the operating system reinstalled?

 

Did you restart the computer after running C cleaner and MBAM and then try a full scan in safe mode?

 

The link below has various threads regarding Winrar, can you try excluding this item(s) from the scan list, by checking in programme files, programme data and common files for the name of the folder(s). Navigate to, items to exclude from scans, I have NIS 2012 and its path is, computer, antivirus and SONAR exclusions.  Then restart the computer and try a full scan in safe mode.

 

http://community.norton.com/t5/forums/searchpage/tab/message?filter=labels&q=Winrar

 

 

ATB

 

intesec

22

Hi,

I'm sorry, but I'm not able to search anymore if my laptop comes with some software but I'm sure that my desktop comes with a clear harddisc with no software on it. I have made a few OS reinstalls since then, always with full HDD format.

 

About winrar: I have tried the proceture from this post: http://community.norton.com/t5/Norton-Internet-Security-Norton/Bug-Error-3038-103-when-scanning-specific-RAR-files-details/m-p/923835/highlight/true#M233683  and didn't get any errors. With a quick scan with Winrar folder excluded I get same old error again.

 

I will try a full scan in safe mode after scanning/cleaning my computer later, I don't have much time right now and I need to work on my computer...

 

Pabouk

23

Hi,

so I tried a full scan in safe mode after running CCleaner and MBAM today and get my strange error again.  Maybe one thing I didn't mentioned before - full scan in safe mode or in normal (non-safe) mode give me the same results - Norton scans the whole computer and at the finish gives me the error "Norton Internet Security Sanner Module stopped working....".

 

Pabouk

24

Hi Pabouk

Can you navigate to history and on the drop down menu at the top left hand side click on, Unresolved threats and repost what you find and while in history click quarantine and clear entries if there are any there.

 

How much free space is on the hard drive?

 

What is the make and model number of the both computers?

 

The Norton power eraser can detect files needing deletion, that may then cause the operating system to fail so if you run the Norton power eraser, and are not sure about the files, copy and paste the log files that it produces.  Choose not to delete any files unless you know what you are doing.

 

Norton power eraser download link below.

 

http://www.symantec.com/norton/support/DIY/index.jsp

 

You might like to backup the personal data and you’ll need to backup or export in both formats your identity safe and any other users identity safe if it is used, before doing the above.

 

 

ATB

 

intesec

25

Hi intesec,

 

The OP is using v21 so already has NPE on their system, but it should only be used as a last resort as it can have False Positives and can also take some Windows files with the result of Windows not starting.

 

Cheers!

26

Hi Krusty13

Thanks for posting.  Do you know the path to NPE on v21.1 and if so can you post it please?

 

 

ATB

 

intesec

27
intesec wrote:

Hi Krusty13

Thanks for posting.  Do you know the path to NPE on v21.1 and if so can you post it please?

 

 

ATB

 

intesec

In N360v21;

 

Open N360 > Security tab > Run Scans > Norton Power Eraser.

28

Hello,

I have checked the history - Unresolved threats and didn't found anything there. In quarantine I have one file (I know about it - I have it there a long time, even on the older version of Norton and it worked correctly with this file in quarantine -> should i delet it?

 

I have about 500Gb free space on my laptop HDD and about 50Gb on my desktop.

 

I'm not sure about the number you are talking about - is it on the two lines under "Version: " in "support -> about application"?

 

I will try the NPE few hours later, when I get home - thanks Krusty13 for the path to it.

29

Well, the NPE didn't found any problems, only some older version of Java installed (I have two version on my laptop - v7.0.400 and v7.0.450). So, any more ideas, where shoud this strange problem be?

 

Pabouk

30

Hi Pabouk

What is the make and model number of both of the computers?  Are they HP, Asus, Acer, Sony and then the model number on the laptop it should be on the label on the back.

 

Remove the file from quarantine and restart the computer then try a full scan in safe mode with networking, disconnect from the internet.

 

Have you previously reinstalled the operating system on both computers?

 

 

ATB

 

intesec

31

Hello,
my laptop is HP Probook 4530s (LW790ES#BCM) and my desktop is made by Comfor, but it's, more or less, "homemade machine".

So I deleted the file from quarantine, restarted the computer to the safe mode and run full scan - I get my error after the computer has been scanned, again.

And yes, I have previously reinstalled OS on both computers, as I mentioned somewhere above.

Pabouk

32

Hi Pabouk

HP appears to have its own internet security software and this I  have no knowledge of and with this type of security product it can be linked to other aspects of the HP products on the system if you would like to uninstall restart the computer and then run the removal tool if there is one available you may be able to find this information on the HP forum or contact HP support.

 

Or perform the below?

 

As the previous version was working correctly you might like to revert back to the previous version using the process below?  Then in the future consider upgrading when Norton has released a patch.

 

There are links below to download either the standard or premier version of Norton 360.  Your key is only valid for the version you have purchased.

 

Norton 360 standard, download link below.

 

www.norton.com/n360s_20

 

Norton 360 premier, download link below.

 

www.norton.com/n360p_20

 

Download Norton removal tool link below.

 

www.Norton.com/nrt

 

After downloading the above use the process below to remove the Norton product and then reinstall the norton product.

 

Physically disconnect from the internet (unplug the internet cable).

 

Later Norton will automatically request an internet connection when it has failed to connect to the server, connect to the internet and click retry at this point norton is active connecting to the internet at an earlier time may have the computer unprotected and connected to the internet.

 

Uninstall Norton use the windows add/remove programme first.

Then restart the computer.

 Then run the Norton removal tool.

Then restart the computer.

 

Install Norton.

 

Close the activation window.

 

Launch Norton it may be showing red or orange and disable automatic updates, pulse updates, automatic download of new version and special offer notifications and restart the computer.  I can’t give the path to these as I have NIS 2012.

 

Launch Norton you’ll need to activate it, if you don’t get the activation window click on live updates, after activation run live updates as many times as it takes to get, no more live updates, restarting as requested.

 

You might like to backup the personal data and you’ll need to backup or export in both formats your identity safe and any other users identity safe if it is used, before doing the above.

 

If you have any questions please ask before you start?

 

Remember to return the Norton settings to your requirements.

 

 

ATB

 

intesec

33

Hi intesec,

well, I'm pretty sure I have no other security software after OS reinstall but only Norton. My desktop comes with no security software surely, so I don't think there should be some problems with multiple security SW.

I think I will stay on this newest version of Norton and I will wait for some patches. This version works well (scan in inactivity, all "live" security and computer scans like registry checking, HDD defragmation and so), only manual scans seems to be buged somehow.

So thanks for all your advices and time intesec! I will let here know, if some new patch helped me.

 

Pabouk

34

Hi Pabouk,

well I see that somebody else with Czech version of NIS13 has the same problem which I am solving here: NIS13 doesnt start automaticaly

I don't have Norton 360 but Norton Internet security. From the beginning I have installed trial version. Than I bought license for NIS12. This October I bought new one with update to NIS13 and after few days I have this issue - same window you uploaded here before. When I let NIS13 to scan my laptop automatically, no failure appear but when I run it manually after few minutes I get error message. Up to now I didn't find any solution and still testing my laptop. Its strange that old version of NIS12 worked well and with new version NIS13 came with this error. Thinking to write directly to Symantec to solve this error.