Hi, I'm new to this forum and need help fast please!
I've noticed that my Norton Internet Security is no longer working, and it will no longer allow me to open my Identity Safe.
When I click on Identity Safe, it says Product is Inacive. Unavailable. Browser Restart Needed.
I have restarted my browser several times but it will not open. I clicked on the Safe Web icon to the left of Identity Safe (which is grey by the way) and got Symantec Reporting to check for me, it came up with another error message as follows;
Norton Autofix
Norton Internet Security has encountered an error
Error: 11006,1
Live update failed
I opened the Support Website as prompted
Ran Norton Power Eraser as suggested bit it still does not work?
I am running Windows 7 Premium 64 bit
IE9 version 9.0.8112.16421
I have tried opening the NIS console but it won't open either.
I have checked my account on Norton, and it does not run out until May 14 2012.
Originally brought NIS 2010, renewed May 2011.
Can someone please help me desperately as I don't want to lose my data in Identity Safe :-(
Thank you in advance
Hi
Welcome and sorry for the trouble you're havin. While running the Norton Power eraser did you included the Rootkit Scan?
What version of NIS you're having is it NIS11 or NIS12? (can you post a screenshot of the error)
When did this started happening?
Who is your Laptops manufacturer?
Do you've any other Antivirus/Firewall running along with NIS?
Hi Subash
I guess I'm now running NIS 11 or 12 since renewing my subscription last May 2011?
Yes, I did include rootkit scan.
I only noticed something was wrong last weekend, so it may have been missing for a while, however, I know I used Identity Safe around the middle of February 2012. I've never had any problems previously.
My laptop is a Compaq Presario CQ61.
As far as I am aware I only have/had Norton running. I do have ActiveX, but this is currenlty disabled, and only used when I need to log in to work remotely.
I have 3 screen shots for you, I hope they are of use? but I cannot attach them as the forum site won't allow me.
Can I email you them direct instead? If so, please email me and I will send them.
regards
S
Hi
I have just right clicked the NIS desktop icon and tried to run the Insight Network Scan and got the following message:
"The scan cannot run because Norton Internet Security has encountered an internal program error"
I then tried to run the Norton File Insight and got a similar message as follows:
"Norton File Insight cannot be opened because Norton Internet Security has encountered an internal program error"
It looks like a file(s) may be missing or corrupt? Just an extra couple of errors to throw in the mix! :-(
regards
S
Hi S
Please open Run by pressing windows key + R -> devmgmt.msc -> View Show Hidden devices -> open Non-Plug and Play Drivers-> Maximize the Screen Post a screenshot of that window.
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Hi Subash,
Thanks, Please see image 1 attached;
Hi
Thank you for those screenshots. I think you forgot something from my previous post
Please open Run by pressing windows key + R -> devmgmt.msc -> View Show Hidden devices -> open Non-Plug and Play Drivers-> Maximize the Screen Post a screenshot of that window.
Hi Subesh,
Sorry!, please find screen shots below;
Hope this helps?
regards
S
Hi s
Thank you very much for the screenshots. Please remove the temporary files and run a checkdisk scan and then let us know how it went.
Checkdisk: start --> type cmd --> right click on cmd --> Run as Administrator --> type chkdsk /r /f hit enter --> type y --> Restart the Computer and let the check disk run. Then check the Norton internet Security.
Hi Subash
I've done as requested, which took a while(!) but when I try and open NSI from my desktop or the menu, the below error occurs;
Regards
S
Hi
Are you able to see the Norton IS icon at the bottom right?
If you don't have the icon at the bottom right, then please use the Norton Remove and Reinstall tool. I think the Norton files where caught in a Bad cluster location of the Hard drive and the Check disk fixed the bad cluster that might have made the files not functioning properly. So once you use the R&R tool the Old files where removed and new files where created and that will sort the problem out for you.
Hi Subash
No, I don't have the NIS icon on the bottom right hand side toolbar.
If I do the Remove & Reinstall will I lose my data from Identity Safe?
Also, to do the R&R, do I do a straight uninstall from my Windows Control Panel and then re-load with my disk? Or is there another way of doing this? Also, by uninstalling and reinstalling, will NIS be clever enough to realise that I have freed up one of my 3pc licenses?
regards
S
Yup fortunately all positive answers to your Question. ID-safe will be recognized. Using R&R will download the uptodate version of NIS, so using R&R have the upper hand over normal Removal. Also NIS will certainly realize that it's the same computer, not to worry.
Hi Subash
I downloaded Norton R&R and got this 1st error message;
So I clicked on "here" for more info and got the following 2nd error message;
I have left this error on my screen until I hear back from you.
regards
S
Hi S
Please do a Reset of your Internet Explorer and then try to download the Norton Remove and Reinstall Tool.
IE Reset: Close all the Internet Explorer Windows--> click Start --> type inetcpl.cpl hit enter--> Advanced (Tab) --> Reset (at the bottom)
Hi Subash!
Well! You finally did it!
I just want to say a HUGE THANKYOU !!! for helping me, I would never have done it without you, and also kept my Identity Safe data in tact :-)
I will recommend this site to my friends if they ever need any help.
I'm just running a full scan to ensure everything is now OK,
Once again, THANKYOU for your patience and help, you STAR !!! :-)
Kind Regards
S 
Hi S
I'm very glad to hear that the Problem has been sorted out...
I really appreciate your patience because we face issues regularly, but you really did an amazing job by keeping your patience intact and also by following the instructions.
Regards
Subash Prabu
