Do you have Rapport Browser Security installed in your computer?
If so, can you try uninstalling it?
If the problem persists, perform these steps:
1. Click Start > Run. Type tasklist /v and click OK.
2. Save the output file.
3. Click Start > Run. Type tasklist /svc and click OK.
4. Save the output file.
5. Shutdown the computer.
When the computer stops responding, perform hardboot to restart back to Windows. Attach these output files along with your event log.
Yogesh
Hi Yogesh
I did have Rapport installed. I uninstalled it (although they weren't happy about it and said it should be compatible with Norton) and tried to restart. Interestingly, the PC shut down fine (first time in a long time) but then hung on startup (i.e. cursor would not move and touchscreen would not respond). So, I then forced a restart.
I attach the 2 tasklists as requested. I wasn't sure how to attach the event log on restart though. I created a custom view in the event viewer, exported it and then copied it into a text file. please let me know if that's what you were looking for. If not, please let me know how to do it!
very many thanks
Greg
Thanks Greg,
I am able to find the necessary information from the logs you have sent. I would suggest to try the following steps:
- Go to IE settings, and reset it to default settings.
- Click Start > Run, type services.msc and click OK.
- From the list of services, locate the one for Desktop Windows Manager session.
- Right-click on it and restart the service.
- Restart the computer.
- If the problem persists, try to run the Windows aero troubleshooter:
http://windows.microsoft.com/en-us/windows7/Open-the-Aero-troubleshooter
Let us know how it goes.
Yogesh
Hi
Unfortunately things seem to have got worse. I made the changes that you suggested but the PC is again hanging on shutdown. Worse, on restarting, I cannot launch N360 (I got the error code 3040, 40166 and was directed by the program back to these forums), nor can I launch other programs, e.g. itunes. What seems to be happening is that the programs are launching, as they are visible in the task manager window, but they do not actually appear on the screen. The problem does not occur with all programs, only some.
In addition, I have a windows update that will not install (its the Windows Malicious Software Removal Tool) as it cannot get past the "creating a system restore point" screen. There were no problems found on the Aero troubleshooter, by the way, which I ran through the Microsoft Fixit Centre as I couldn't locate it through the link you provided (I'm running Vista).
thanks
Greg
Turn off Norton Tamper Protection, and then try to install update for Windows Malicious Software Removal Tool. Let us know if it can get past the "creating a system restore point" screen.
Yogesh
Unfortunately I cannot open N360 and hence cannot switch off the Tamper Protection.
kind regards
Greg
So, after rebooting a couple of times I was (temporarily) able to get into N360 but the tamper protection was already set to "off" (by default, I presume). Anyhow, I managed to get over the windows update hump by downloading what seemed to be the file that was causing the problem, rebooting into safe mode and then installing it. That seemeed to do the trick as Windows Update is no longer telling me I have anything left to install.
That said, I am no further on with N360. Although it is operating in the background, I cannot get the program to launch. Any advice on next steps would be most welcome.
kind regards
Greg
Sod it, I'm buying a mac.
thanks anyway people.
GLC
I would suggest to try Norton Bootable Recovery Tool since you are unable to run scan with Norton Power Eraser. Boot using the Recovery tool, and then run a scan. Check if it detects any threats.
http://security.symantec.com/nbrt/overview.asp?lcid=1033
Yogesh