After getting hacked by fake Norton site, I was not able to boot the windows. Norton online tech asked me to use NBRT file. I create NBRT file using USB. It starts but laptop in built mouse does't work . I used the tab button to complete the steps. After accepting the agreement it goes to a screen select operating system and gives two windows 10 to select and press ok. However the mouse is not working and tab moves between help and ok button . When you click ok nothing happens because it is not selecting the windows 10. Any help how to select the option and why mouse is not working. However behind the screen a disc rotates.. kept it for hours nothing changes. Can anyone help me asap. I need to get the laptop back in operation.
I just did it again. I typed in "Norton setup" into the address bar and got the legit site. Which means to me your pc was already compromised by some sort of redirect. You failed to look at the address bar for the correct URL.
You did not follow the instructions. Did you Google "Norton setup" or did you type it into the address bar? When I typed it into the address bar I got the exact link I posted before. You removed your previous security before hand which most likely compromised your security. You got scammed and now you wanna blame someone else. Norton did not fail anything. you went to a scam site that has nothing to do with Norton.
https://community.norton.com/en/comment/7320081#comment-7320081
I followed the process what was given to me . Norton failed to protect its own website what they can do for customers. How it allows fake site to take over when you type in the address what it says in product it sold. I didn’t pickup the on Google search nor I am a dum computer illiterate. If I can fall in trap think of many who are not computer savvy.
I came to know about this with many Friends who used Norton.
So it is Norton's fault you got scammed? You only have yourself to blame for not going to the correct site and verifying what you are downloading. What happened to you is unfortunate but Norton is not to blame.
I will never use Norton again. I should have stayed with McAfee.
@ 20750065................None of that helps him. He cannot contact Norton support cause he never installed Norton. He does not have a password issue. He said he cannot boot into Windows. Nothing about not being able to log in.
@smattu:
Here is how it started. I purchased Norton antivirus software from Staples. Went to Norton setup . It asked me to enter product key. When entered product key it gave error. I tried few times but failed to download new antivirus. Then I called 18445348202. The guy named Patrick Sandars told he needs to longin to my system to see why it's not downloadable. I gave him access. As soon as I gave access he told I have buy another software. This led me to suspect something is wrong. I immediately disconnected Internet. After spending 15 minutes I found the site I entered was fake Norton and number was fake. Now I called real Norton, he asked me to download some software. Upon download it asked me to reboot..Since then I am unable to reboot Windows. I tried to start it would ask me admin password. I tried to repair using recovery environment. Nothing works . Now I am trying to boot with NBRT.ISO file. I am essentially trapped by fake Norton site. It looks exactly like real one. I have taken screen shot and with Norton and Staples. I am frustrated like hell. Only my fault was buying new Anitivus.
1. Can you enter your Windows now? If not, plz re-contact and bookmark the following official Norton Support contact page. And, plz NEVER Google "Norton/Microsoft/blah Support" again.
2. This HTG post would help enter yr system if you're still having trouble using yr Windows. To log in to your system without password, you may read this how-to.
3. Re norton.com/setup (aka, https://my.norton.com/home/setup)
As per instruction I entered the norton.com/setup. Upon going to website it asked me to enter the product key.
To perform further actions, we need to enter the Norton account info first.
Just curious, what error msgs did U meet while downloading Norton Antivirus (NAV)? And, have U got that setup file successfully? If not, plz give the following offline installer@ http://www.norton.com/latestnav a go.
Are you still using/running that old McAfee product? If so, run McAfee product removal tool FIRST so you can clean that app out effectively. Have a closer look@ the list of "1-click search engines" in Firefox and erase the remained (McAfee) Secure Search there.
Afterwards, you may consider upgrading your NAV to Norton Security Premium. To do that, plz contact Norton Support.
You may also take a closer look@ one of these freebies re online backup services. And beware of those risky ones.
4. 1844534xx02. It's "Avast Customer Support Toll Free 1-844-534-8xx2 | Avast Help and Support" now.
Then, have you entered ANY personal info when using that number/site? Some password? If so, plz change that passcode in no time. Yr Norton Product key?! Plz contact Norton Support to change that info asap.
And, you did just right.
I immediately disconnected Internet.
Thx and luck~ :)
You could also try one of the free malware removal sites we recommend. They can also help with Windows problems including non bootable systems.
I would suggest you sign up at one of the free Malware Removal sites below. Do not try to do anything on your own as it could make things harder for the Malware Removal expert at that site to help you. Choose one and stay there until your system is clean.
http://www.bleepingcomputer.com/
http://www.geekstogo.com/forum/
http://www.cybertechhelp.com/forums/
http://forums.whatthetech.com/
http://qmalwareremoval.freeforums.net/
Mice are cheep, if it does not support your laptops trackpad, try a USB mouse.
But the NBRT is not going to fix the boot problem, your going to have to boot to the recovery options or boot to a Windows 10 DVD to get the system to boot.
Dave
I am trying to help you. Please go to your computer manufacturers website for instructions on how to get into your recovery partition. You can also read the manual if you have one. Once you have that info it will tell you ways to keep your data. But you still may end up loosing it unfortunately. There are means to get your data but that requires knowledge of using a Linux boot cd. There is no Microsoft Defender. There is Windows Defender if you are using Windows 10 and I doubt your McAfee was old if you were using Windows 10. This is getting beyond our help. You may want to bring your pc into a repair shop.
I had Microsoft defender and McAfee which was old. I didn’t remove them. I don’t know why it took me to fake site. Can you tell me how to recover my system with out loosing data. Thanks.
Funny I just typed in Norton.com/setup and I go this right off the bat. A legit site. Which browser were you using? Did you have an ad blocker? What antivirus were you previously using? Did you remove it before hand? Norton bootable recovery will not allow you to boot into Windows. It is merely Norton Power Eraser but in a bootable mode. It is for removing malware when your pc will not boot. Seems to me like your pc was comprised way before hand. Which can lead to browser redirection. Your data should be backed up either externally or via the cloud. Exactly for cases such as this. You need to follow the instructions on your manufactures website as I mentioned prior. Sometimes it gives you the option to save your files sometimes not. I also gave you a link to recover your Windows. You can do this from another working Windows 10 PC.
https://my.norton.com/home/setup
A lesson learned..............Backing up your data is just as important as protecting it. You can also make a system image once your back into Windows.
I purchased key from Staples. As per instruction I typed in Norton.com/setup to , which took me to fake Norton site. It looks exactly like real Norton. It’s hard not to get dooped. I showed to Staples. They were shocked to see. Is there anything I can do to recover without loosing data? Are you suggesting not to use NBRT.ISO to reboot? Your help is appreciated.
1-844-534-8202 is NOT an official Norton phone number. You got scammed. All you needed to do was to go to Norton.com and download the appropriate product. What you purchased at Staples was it a DVD or just a serial key? Your pc has a recovery partition. You can boot into that and recovery your pc. But you will most likely loose anything such as programs, files or pictures. Info on how to get into your recovery partition can be found at the manufactures website. Didn't you read the instructions from what you bought at Staples?
https://us.norton.com/
Here is how it started. I purchased Norton antivirus software from Staples. Went to Norton setup . It asked me to enter product key. When entered product key it gave error. I tried few times but failed to download new antivirus. Then I called 18445348202. The guy named Patrick Sandars told he needs to longin to my system to see why it’s not downloadable. I gave him access. As soon as I gave access he told I have buy another software. This led me to suspect something is wrong. I immediately disconnected Internet. After spending 15 minutes I found the site I entered was fake Norton and number was fake. Now I called real Norton, he asked me to download some software. Upon download it asked me to reboot…Since then I am unable to reboot Windows. I tried to start it would ask me admin password. I tried to repair using recovery environment. Nothing works . Now I am trying to boot with NBRT.ISO file. I am essentially trapped by fake Norton site. It looks exactly like real one. I have taken screen shot and with Norton and Staples. I am frustrated like hell. Only my fault was buying new Anitivus.
Explain hacked? Hacked would mean that someone actually go into your laptop and stole everything. This I do not see happening. Did your credit card or bank account get compromised? Are you sure you contacted the official Norton chat? Have you tied booting into safe mode?
http://www.digitalcitizen.life/4-ways-boot-safe-mode-windows-10
http://www.digitalcitizen.life/how-create-recovery-drive-windows-10
https://support.norton.com/sp/en/us/home/current/contact-chat?inid=hho_n.com_supp_contact-chat_form&OpenDocument&src=ivr_chat&type=ivr_chat
I am surprised to see this as well. I don’t have partition. Laptop was running fine till I was hacked. Why mouse is not working. How I can pick one window.
This is not a Norton issue but a computer issue. How do you have 2 Windows 10 installations? Is your computer partitioned?