Norton Antivirus and itunes Configuration Issues

Norton Security | Norton Internet Security
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I'm having the same issue with Norton Internet security and itunes as you are having. I'm also on a dial up connection. I'm on Windows XP.My problem began after i renewed my Internet Secuity 2010. I already had Norton Internet security 2010 i just renewed my existing subscription. Things went bad at that point.itunes 8 was the first program I noticed not working, but also intrusion signatures has blocked my Adobe Acrobat reader, Java,Yahoo,Active x files, Symantec files and more.I'm getting the same error as you do when I try to go to the itunes store it says "we cannot complete your itunes store request the itunes store is unavailable please try again later." And its been this way for over a week, itunes confirms that the store is not unavilable in the US. I'm getting many script errors and "Internet explorer cannot display the page" on my yahoo home page and my e-mail as well. I've gone thru itunes support flushed the DNS, run diagnostic connectivity test all passed and say I should be able to connect itunes, but it is  still not working. itunes recommended I uninstall itunes and all Apple programs such as Quicktime, and ipod software,and then try  to download the newest version itunes 10, but when I get to about %75 of the download my connection is terminated and I get the error "itunes has an invalid signature and the download has been removed" I've tried it 8 times unsuccessfully( 6-8 hour download on dial up each time). I've got store credit and itunes gift cards that I cannot redeem.

 

So I e-mailed Symantec support and they told me to download Norton 2011 upgrade for free by saving it to my desktop, then run the Norton uninstall utility to completely remove Norton from my pc. Then once its completely clean run the saved Norton 2011download from my desktop. Guess what? When I tried to save the download to my desk top it ran to 75% and my connection was again terminated, and I got an error saying the download had been removed from my pc.Grrrrrrrr!!! So I cannot download the  free upgrade.I've even tried downloading with Auto-Protect disabled, and Download Insight turned off that will not work either. I've tried unchecking the signatures as not active in the Intrusions configuration list, still does not work.

 

So I next called Symantec phone support and was told  by the support technician the problem is my dial-up connection.And i would be issued a refund. I've always had a dial up connection for @ 9 yrs and always updated both Norton and itunes normally in the past. I do not think my dial up is causing this issue. I was told to uninstall Norton and go buy the CD from a retail store.I do not think that the CD will install either or fix my blocked programs like itunes. What a HEADACHE this has been!!! Everything was fine before i renewed my Norton Internet security, now alot of things are not working. I don't want to have to completely reformat my pc because of this issue, not even sure if that will fix it, at this point.Ugh Someone please help with this issue there has to be a way to correct this issue of Norton blocking safe programs! Pulling my hair out :womansad:

Also I do not have Smart Firewall on my version of NIS 2010 under Network Settings  on mine I have Browser Protection,Download Intelligence, Email protection, Instant Messenger Scan, Intrusion Pevention, and Network Security Map???

Imarci:

Thanks for your reply. I don't own a lap top pc I'm using a home computer. Dial up internet is the only option available in my area. I was able to go to the itunes store on version 8 and purchase and down load music and even videos and TV shows using my dial up connection up until a few days ago when i renewed my Norton Internet Security. I've used itunes for @5 yrs and never this issue before. And i use an ipod classic. I've never recieved any time out errors. Just that the "itunes store is unavilable" since my renewal. And when i tried to upgrade to itunes 10, near the end of the download at the verification portion,my connection is being "terminated becuse of invalid signature" is what the errors says it is removing the download from my computer each time i try to upgrade anything. 

It still seems to be a NIS signature intrusion issue. I would also like to add that CAN to go to the on-line itunes store by visiting the itunes website, and successfully  purchase and download there is a link there that says show this page in my itunes player. But from the player i cannot browse for more purchases from my itunes player. I have to go to the site again for that.

Like i said before in my posting alot of my other programs seem to be affected by this issue. Like Adobe Acrobat reader will not open pdf files anymore,and more.Today Yahoo messenger chat rooms will not allow me to see the captcha page to get into any rooms. NIS is showing its blocked 349 files on my pc none were quarentiened and no way to unblock them. In my history many of the events are medium level threats dupilacate object whatever that means.It's blocked HP software updates, and Windows updates as well. I can't even complete a download for the NIS 2011 because the same issue happens near the end of the download my connection is terminated and it says the download has been removed from my computer.Since I'm having other issues with other programs I do not think itunes connectivity is the problem.I passed all diagnostic test. Everything was working before my renewal. This is not happening because my computer is left idle I'm sitting right there using the computer when this happens.Now I cannot download an upgrade for anything.I've tried turning off download insight  and that did not help me to download my upgrade either.I'd appreciate any help anyone can give Thanks!!

 

Here is an article I found in Apple itunes support that states 

Some customers may experience an issue when trying to install iTunes 7 or later for Windows where the installer will freeze while "registering modules" as shown below 

Resolution

This symptom may be caused by anti-spyware software preventing iTunes from installing correctly. One such application is SpyCatcher. Before installing iTunes, temporarily remove this software to allow the iTunes installer to complete.

Article source: http://support.apple.com/kb/TS1829     This further convinces me that NIS is my problem. My download are all freezing while registering the modules and giving me the error that they have invalid signatures and then terminating my connection. I don't know if I need to uninstall NIS first then run the Norton clean up to completely remove all traces of NIS from my computer, then reboot my computer and then uninstall itunes 8 and all Apple software such as Quicktime, ipod etc then try to download itunes 10 or what will correct my issue much less how to fix my other blocked programs??? It seems like Saint tried this and it did not fix her issue?  Help!!! Headache still going here...

If I ever get fixed I think I'd be better off with the more basic  version of Norton 2011& Anti Spyware, instead of Norton Internet Security. Although NIS offers greater protection its more difficult to configure.I hate to give up really wanted to learn how to use this and share the knowledge with others, but would but have thought there would be more support for configuring NIS verses refunding the customers after their computers are not working. Maybe If I'd chosen a live chat session support before I tried e-mail and by phone might have been a mistake.

It  seems my issue was confused with not staying connected long enough to finish the downloads.Nobody wants to deal with us dial up users any longer.

Still looking for help if anyone can help. Thank you!

Imarci:   

Thank you for your help.:) I'm very grateful for your assistance. Yes I've run many full system scans since the issue began, mine is set up to run in the background on my pc. It's only finding and removing  low level tracking cookies from my system. No I have no other virus scanning programs. 

I've not tried updating NIS ratings, I did not understand what that option was for. I will check that out.

Yes I've used the one click support it didn't find any problems but gave me the support options when it was finished and at that time I chose the e-mail support. When the instructions sent to me-mail for upgrading my NIS did not work I called Symantec Support. They offered me a refund with no assistance because I'm on dial-up and told me to go purchase NIS from a retail store.No I don't think its the same issue as Saint is having , i did at first. I will try posting my issue in a new thead. It still seems that removing NIS completely is going to be necessary and maybe itunes possibly reformatting my computer to fix the other things NIS has blocked on my system, UGH!

Thank  you Imarci sorry I'm unhappy with my experience but this is a mess and my issue has been repeatedly passed from itunes support to Symantec support and back and forth.I've tried to provide detailed information reguarding how my issue began and I've been patient and followed all steps to a resolution. My dial up connection has nothing to do with NIS blocking my programs. Dial -up is the only thing available in my area that is not my fault. Often times when I seek support , some tecnicians laugh about my dial-up connection.In spite of all that I came here to share my issue with others.

Like I said NIS seems to be more complicated to use even though it offers greater protection, so there should be greater support for configuration issues that are related to NIS. I don't need protection that blocks critical download updates  from Windows for my system or blocks my Yahoo home page and e-mail pages. Like I said NIS is even blocking some Symantec files as intrusions and the NIS upgrade download. This is probably why some customers want to choose to downgrade to the basic Norton & Anti Spyware version. Bigger is not always better it seems.Thanks for the help!

 
[edit: Clarified subject.]
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Hi Deana:

 

I've followed you over from saint's thread:

 

Am I correct in assuming that you do not have an older retail version of NIS 2009 or 2010 on a CD that you can use for re-installation?  If you purchased NIS 2010 from Symantec's on-line store, do you know if the installation file is still saved on your computer?  Check C:\Users\Public\Downloads\ and see if there is a subfolder there called \Symantec or \Norton.

 

What happens when you try downloading a smaller software program like Malwarebyte's Anti-Malware (MBAM)?  Try the following:

 

1.  Go to the FileHippo site here and click on the Download Latest Version icon

 

2.  Choose Save (not Run) and save the installation file to your hard drive

 

MBAM.jpg

 

If the download fails, please let us know at what point the download failed and the wording of any Windows/NIS error message you received.  If the download completed successfully, go ahead and try installing MBAM.

 

If the installation goes to completion, start MBAM, run an update to get the antivirus signatures up-to-date, and then run a full scan of your hard drives with MBAM.  The free version of MBAM isn't a substitute for NIS 2010 but it may be able to find a problem that your full NIS scan missed.

 

You also mentioned NIS configuration issues related to dial-up connections, so I'll address this in a separate post.

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MS Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.1.0.37 * iTunes v. 10.1.0.54

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Hi again Deana:

 

As I mentioned before, I also have a dial-up Internet connection, and I had to disable several NIS 2011 features to prevent NIS background tasks from hijacking my bandwidth and freezing my computer.  I can't remember if all these settings are available in NIS 2010 but you may find some of these configuration settings improve your system performance (my current setting are in brackets).  Norton Insight may be part of the problem you've described:

 

Settings | Computer Settings | Insight Protection (Off)
Settings | Computer Settings | Automatic LiveUpdate (Off)
Settings | Miscellaneous Settings | Automatic Download of New Version (Off)
Settings | Miscellaneous Settings | Idle Time Optimizer (Off)
Settings | Miscellaneous Settings | Norton Community Watch (Off)
Settings | Miscellaneous Settings | Special Offer Notification (Off)

 

I run a manual LiveUpdate at least once a day to ensure that my update runs to completion while I'm connected to the Internet since my dial-up connection is only turned on for about an hour a day.

 

I also tried turning on Smart Definitions [Settings | Computer Settings | Computer Scans | Smart Definitions (On)], which Symantec recommends for users with dial-up connections, but this had no discernable effect on LiveUpdate download times or times for full manual scans on my system.  The only effect I noticed was that the global activity map on the main Norton console (which is a new feature in NIS 2011 and doesn't apply to you) is no longer receiving daily updates. I think Smart Definitions is a new feature for NIS 2011 so it doesn't apply to you since you still have NIS 2010, but I think it's a bit of a sales gimmick.
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MS Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.1.0.37 * iTunes v. 10.1.0.54

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Thank you Imarci for following me here. I wanted to add to all of this that yesterday i tried to do a system restore on my computer, back to before i did my renewal in hopes of maybe fixing some of my issues. System Restore is failing as well and when i check the  NIS insrusion signatues list there are alot of system restore points blocked as well. Now when i shut down my computer I'm getting alot of errors of programs unresponding with the option to end now before my computer will shut down. One was DDB server window.

I also wanted to add that I'm using IE7  without add -ons and unwilling to upgrade to IE8 and couldn't download it if i wanted to anyway. My Windows version is XP with service pack 2 and I also do not wish to or cannot upgrade to service pack 3.

I will try the rest of your suggestions and report back with the results and thank you so much again! Oh and no i did not have a previous version on a CD my computer came with Norton 2005 preinstalled and I've kept my subscriptions always up to date by  purchasing downloading on-lineevery since then, this time was the only time that did not work.

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Imarci:

I'm back after trying your suggestions. I checked my settings, most of those were already turned off except Insight protection. I turned it off and then clicked apply. I then tried to go to the site for the download you suggested I clicked download the latest version on that page and i immediately got  this security error: 

"To protect your security, Internet Explorer has blocked this site from downloading files to your computer."

So I was unable to even start that download. Thank you so much but I'm still baffeled as to what to do to correct this issue with NIS. Saint said she removed NIS and still has the same issue with itunes. You would think once NIS has been removed the issue would clear up but apparently it doesn't. I have not removed my NIS as of yet because I don't want to leave my computer unprotected between the time i have to go buy the CD, and it is looking like I am going to have to uninstall itunes and reinstall that as well. Just not sure which to uninstall first, or if running the Norton clean up tool is needed or not. The email support i recieved from Symantec said yes but the phone support said no its not necessary. I'm jus fearful that if i uninstall both my issue of not being able to download either will remain and i will be stuck with no Norton and no itunes. At that point my only option will be to completely reformat my computer. Also wondering what effect if any that uninstalling those two alone would help the other things blocked on my computer.That is why i wanted to keep trying to correct the configuration issues. Like Saint, I never had these issues before renewing my NIS recently. I tunes always worked with my dial up connection in the past.Like I said i've downloaded songs, video, and TV shows using my dial up connection. Most of the time I connect up at 28.8 bps.

I've also tried going to Internet options and in the Advanced tab check marked to "Allow software to run or install even if the signature is invalid,"  then tried my download once again that did not help the issue either. Still baffeled how to fix these issues.

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Deana:

 

Was this "Internet Explorer has blocked this site" an IE error message or a NIS error message?  This is beginning to sound like an IE browser problem.

 

Open your IE browser, temporarily disable the IE SmartScreen filter (Tools | SmartScreen Filter | Turn Off SmartScreen Filter...) and see if you can download the Malwarebytes' Anti-Malware program.

 

If that isn't the issue, disable the Norton toolbar in your IE browser (View | Toolbars | Norton Toolbar) while the SmartScreen Filter is still disabled .  When you uncheck the Norton Toolbar, you will get a message asking you if you want to diasble the Norton Add-ons as shown below.  Make sure all the add-ons related to the Norton toolbar are checked and click the Disable button.  Try downloading the Malwarebytes' Anti-Malware program again and see what happens.

 

Norton Toolbar Disable.jpg

 

I've never had a problem myself, but Symantec recommends that users disable the IE SmartScreen filter if they have NIS Safe Web enabled since the two features offer similar protection and may cause conflicts if they are both running at the same time.

 

If none of this works, close your IE web browser, go to your Windows Start button and see if you have a menu item for starting IE without any add-ons.  On my machine it's Start | All Programs | Accessories | System Tools | Internet Explorer (No add-ons).  If you can launch IE without any add-ons this might allow you to download the Malwarebytes' Anti-Malware program.

____________

 

MS Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.1.0.37 * iTunes v. 10.1.0.54

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Also can do you remember installing any programs/updates that may cause the problems.

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Imarci:

Thank you again for futher help, but as i mentioned before I'm using IE 7 without any add-ons enabled and was the same way previous to these issues. I don't have smart screen filter in my options. I only have pop up blocker which is and has been also turned off previously to the issue, and fishing filter. Sorry still not the issue.

 

And I do not have the Norton toolbar

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Tywin7:

Thanks for your post. No I've not installed any other programs on my computer. I only tried to first upgrade my itunes 8 to itunes 10 unsuccessfully, then tried to upgrade my Norton Internet Security 2010 unsuccessfully as well, because that was what Norton e-mail support suggested I do. I already had renewed my subscription NIS 2010 on-line a week or two previously  when the itunes upgrade downlaod failed ( I was trying to upgrade itunes because I noticed that the itunes store was not working, and some of the newest items required itunes 10, I had store credit I could not access, and gift cards which the codes will not redeem without itunes 10. ) I contacted itunes first and went through all thier support steps. Tried to download itunes 10 ,8 times. Then i e-mailed Norton support with the issue and they recommended that i update NIS  first  for free, by saving it to my desktop then running the Norton clean up tool to make sure all was removed from my computer, then run the download from my desktop( but i never got that far) and that saved download failed as well. That was when I first noticed a problem. Then i contacted Norton support by phone they said the problem is my dial up connection (which is not the case)I think they misunderstood the issue. But  i do understandand that its impossible to diagnose issues by phone when your on the same line with a dial up connection, they offered me a refund on my subscripton and told me to go buy NIS 2011 on a CD from a retail store. All of my downloads seem to be blocked and terminated. And i cannot access the itunes store.

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Deana:

 

Do you have a software program on your computer such as CCleaner or Advanced SystemCare Free that has a registry cleaner that you can use to check your Windows registry for errors?  If not, do you know anyone who can download software for you and give it to you on a USB drive or CD?  I'd try to get CCleaner, Malewarebytes' Anti-Malware (MBAM), and a fresh installation file for your IE 7 for XP browser (assuming you still don't want to upgrade your browser to IE 8).  All these files can be downloaded from www.FileHippo.com.  If they could download the Norton Removal Tool and the NIS 2011 offline installation files from the Symantec site for you as well that would be a bonus.

 

Does the problem persist if you start Windows in Safe Mode (search for "start your computer in safe mode" in Windows Help for instructions)?  You can  choose "Safe Mode with Networking" from the boot options, and try a test download of MBAM as before.  Just restart your computer and let Windows start up normally to get out of Safe Mode.

____________

 

MS Windows Vista Home Premium 32-bit SP2 * NIS 2011 v. 18.1.0.37 * iTunes v. 10.1.0.54

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Imarci:

           No I don't have any registry cleaner type programs on my computer. I'd have to ask a friend to help download to a CD for me, unsure when though it might be awhile, maybe days. I'll check the safe mode suggestion. I doubt if I'll be allowed to download a fresh IE7. I really doubt that I have any malware on my system because as i said mostly low level tracking cookies are all that is detected during the scans. I don't do alot on the internet except go to my home page and e-mail and Yahoo and itunes. Occasionaly check my sons school website for the lunch menu that, type of use.Or if i need a printable  form in a pdf format. I don't visit unsafe websites.

Also to add that during the issue with itunes i was prompted about restoreing MIME asociations and i chose "yes" unsure what that is for??

And something strange unsure if its any concern with this issue or not but I've noticed when running the itunes Diagnostic test at the top of that box where it says Network Devices Detected its says VIA Rhine ll Fast Enthernet Adapter. And you cannot type in the box to change that setting. Isn't that for a DSL connection? I don't remeber if it was like this before or not but i use a dial-up modem. Maybe its suppose to be that way or was before when it was functioning unsure because i never ran Diagnostic before this issue to notice what was there in that box previously. I'm just looking around at all symptoms I'm unsure about. Ugh the only thing i am sure about is its not a problem with having dial-up as both programs downloads worked in the past years with past versions. I never had a problem downloading  Norton renewals and itunes upgrade download in the past while using  my dial-up connection.Thanks again.

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Ie7 can also be downloaded from http://www.microsoft.com/downloads/en/details.aspx?familyid=9AE91EBE-3385-447C-8A30-081805B2F90B&displaylang=en

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Any particular reason why you are not upgrading to ie8? I use ie8 with XP with fairly no problems. Also, although I may sound redundent please go to http://www.update.microsoft.com/ and install ALL important updates, especially service pack 3.

 

<<Edit: Corrected the URL>>

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Tywin7:

 Thank you for you post.The reason is mostly that I'm having trouble downloading any installations at this point in the issue, even if i try saving the download to my desktop and then running it from my desktop to install them.

The other reason is that I've heard many other users complain they have problems with IE8 and service pack 3. As I said before Newer or Bigger is not always better with new versions there are bugs and right now I'd prefer to deal with the problems i have before dealing with anymore bugs. Sorry if i sound stubborn about it but, "If it's not broke don't fix it " seems like a good rule of thumb. The only issue I've noticed with IE7 is that i get alot of "Internet Explorer cannot display the page" errors. Sometimes when i refresh the page its working other time it happens repeatedly. I appreciate your help!

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Meanwhile you could try some other specialized computer fix forums.

BleepingComputer is backlogged at the moment and will be busy. Please note, do NOT post in multiple forums as it would be hard for the other guys to follow you. In fact, some forums refuse to help you if you cross post. Please chose ONE forum and STICK with it! All of them are equally good. Here are a list of reliable computer forums: http://www.bleepingcomputer.com http://www.geekstogo.com/forum/ http://www.cybertechhelp.com/forums/ http://forums.whatthetech.com/ (Thanks to Delph for providing the list of sites) Please come back and let us know the thread you have posted and keep us informed. Thanks.

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Imarci & Tywin7:

 

                            I will report back with the fourm tomorrow and continue your suggestions. I need sleep now,I'm exhausted and overwhelmed. I've been on the fourm most of the day (logged in on the same dial up connection all day long, just to see if my dial -up connection was ever terminated for any reason and it wasn't), while posting I cooked a complete Thanksgiving dinner, because this issue still remains mystery thus far and I'm dedicated to a resolution. I will probably dream about this issue tonight as well LOL. Bleepingcomputer is how i feel alright!:smileyvery-happy: I'm looking for a job LOL just joking about putting in a full day with this issue. I may try to access a few of those other programs and things I'm having trouble with tonight after the steps we took today just to see how they are working now like Yahoo Messenger would not log in to any chat rooms yesterday, Adobe Acrobat Reader would not open  pdf files etc and I will come back and report all symptoms tomorrow,  and after I try Imarci's safe mode suggestion and the other forums Tywin7 posted.  Maybe listen to the itunes songs I already have on my computer and laugh at how it always worked before this issue with NIS 2010 renewal configuration and itunes.Ahhh the good old days...

Thank you both for the help! I shall return tomorrow after I hibernate for some much needed beauty sleep.

*Please note my sense of humor during a crisis.

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Why not just shut down for the night and restart the next morning.[pun intended]

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Tywin7:

LOLOL very funny I had to read your last post carefully  about the other support forums because i am so exhausted. At first I thought you were complaining that I posted this issue in the wrong thread.Thanks for the jokes Tywin7 I was thinking well Imarci told me to move my post. here LOL :smileyvery-happy: You have both been very kind to help me and I apprecate it very much. Good night

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Its just that perhaps they would know better. Also if you choose one of the other forums, please post a link here so we can follow you.

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  • Imarci & Tywin7:
  •  Back today to give an update on my issue. I've checked the itunes Store not connecting issue again today. itunes still not connecting to the music Store, same error of the store  being temporiarily unavailable at this time.
  • I checked on the function of some of the other programs that were not working, because i was curious if any of the steps taken thus far helped them, like Yahoo Messenger would not log in to chat rooms and would freeze and become unresponsive making it impossible to shut down. Good news Yahoo Messenger is working correctly once again:)
  • I checked Adobe Acrobat Reader by trying to open a pdf. file and good news again it is working now as well. :)
  • So the issue is still related to Norton amd itunes.
  • I have turned off Download Intelligence and Auto-Protect today and I am attempting the itunes 10 download once more to see if the download is still being blocked, terminated and removed from my computer as was the case when my issue began. It will be some time before it completes(if it completes) I will report back if it is successful or unseccessful.
  • If it is unsuccessful I will try Imarci's safe mode suggestion to download the link she suggested.
  • My computer came pre-installed with Norton 2005, I did find a Norton 2008 CD, and so tried to remember the events of past renewals. I remember that when I renewed my Norton last year I was offered a free TRIAL to Norton Internet Security, from the Symantec website which I installed last year and that is the version I have  been using up until my most recent renewal this year(which is when it seems this issue with itunes began). I'm now wondering if that is maybe what has caused this problem? So i checked my current version and it says version 17.8.0.5. My desktop icon Says Norton Antivirus, the Norton page says Norton Antivirus. I seem to have all the options mentioned for NIS except the "Smart Firewall" that is no place in my version. Is my version only a partial version? Basicaly I am now wondering which version I am using?... and if it was a free TRIAL version of NIS I installed last year, and i renewed to NIS 2010 without uninstalling the TRIAL version first could this be the problem?
  • I'm unsure and just trying to provide as much information as I can to help resolve this issue.
  • I will check back for a reply and continue to try to complete the itunes download today, it appears to be about 50% done at this time but it usually is removed from my compuer at 75% during the verification part.