Norton Internet Security not working

Norton Security | Norton Internet Security
1

Hi,

 

I have recently come across a problem with my Norton Internet Security.

 

I am a regular user of google chrome, and I have norton toolbar attached to it. I also have Norton Internet Security. Upon switching on my computer I was unable to access google chrome, and the error message (inserted below) came up. I then went to open my NIS to resolve this issue, however I found that I was unable to open it. I have norton utilities which appears to be running smoothly, however I am not sure what the problem is with norton internet security.

 

Please could you help me to resolve this issue. See below for the error message:

 

Unable to access the network

Google Chrome is having trouble accessing the network. 

This may be because your firewall or anti-virus software wrongly thinks Google Chrome is an intruder on your computer and is blocking it from connecting to the Internet.
Here are some suggestions:
  • Add Google Chrome as a permitted programme in your firewall or antivirus software's settings. If it is already a permitted programme, try deleting it from the list of permitted programmes and adding it again.
Error 138 (net::ERR_NETWORK_ACCESS_DENIED): Unable to access the network.

 

Many Thanks.

2

Hi, anshah,

 

Welcome to the Norton Community!

 

Sorry to see you're having issues with your Norton Product.  Since you cannot Open your Norton Product, please Right-Click on your Norton Product Icon in the Task Bar, which is located just next to your Clock, and click on "Get Support".  If this Fails to Load, please Re-Start your computer and try again.  This will Run the Norton Auto-Fix Tool, which will check your Norton Product for Faults; if it finds any, it will say what the Error is and an Error Number, which should lead you to a Web Link detailing what Action is Required on the User's part.  Please let us know if you have any questions regarding this.  It would also help us if you listed the Error Code here, should you get one.  When you are able to Open your Norton Internet Security, please can you let us know what Product Version you have; you can find this clicking on "Support" and then "About". 

 

Please can you also let us know what your Operating System is, e.g. Windows7; this will help us in trying to fix this issue for you, as well as letting us know if you are able to Upgrade your Norton Product to the Latest Version.

 

Many Thanks.

 

 

3

Hi,

 

Thanks for the response.

 

I do not have any icon by the clock, however I did as you said using the icon in the windows menu. Nothing happened so I restarted my computer and did the same, however nothing happened once again. When you click it, the menu expands, and shows run quickscan, run liveupdate, get support etc, however none of them show any response upon clicking.

 

I have windows 7 64-bit and I got NIS 2012 towards the end of November. I couldnt open NIS so I couldnt obtain any error message.

I should let you know that my previous norton had expired a few days before I renewed my subscription, perhaps something happened then? I did run Norton Power Eraser to make sure nothing had infected my computer and it showed all clear.

 

I though maybe I needed to update my norton, so I followed the links on the website to update it, however it says that I have not downloaded it. Then, when I go to install it, following the prompts, it then proceeds to say that it is already installed on my computer. This is somewhat confusing.

When I log into my norton account, under the heading 'products' its says: There are no products or services in your Norton Account at this time. However under my order history it says:

Nov 29, 2012Norton Internet Security™ Subscription Renewal (2 Year Subscription)

 

What should I do now?

 

Many Thanks,

 

anshah

4

Hi, anshah,

 

Many thanks for your response.

 

It looks like something has went wrong with your Norton Internet Security, therefore, I would recommend you Running the Norton Removal Tool and then doing a fresh install. 

 

However, before doing this, please can you run Malwarebytes' Anti-Malware, clicking on the Free Download button.  Please follow the steps to installing it on your system.  Please make sure you run the Updater to make the Signatures current.  Then, dis-connect from the Internet; this will stop any Threats on your system from Downloading more stuff, should there be any.  Please then select the "Full Scan", selecting all available Drives, then click "Scan".  Please wait until the Scan Completes.  If it Detects anything, please remove these.  However, if there is anything Detected in the System32, these should be Repaired and not Removed; please post these Detections here, should Malwarebytes find any if you're not sure.  I would be grateful if you could let us know how many Detections Malwarebytes finds.  Please, if you're not sure about whether to Remove any Detected Files, post them here, as removing some Files can make your system un-useable. 

 

After the Malwarebytes Scan, and all Detections have been dealt with should Malwarebytes Detect any, please go ahead and Run the Norton Removal Tool, then re-install your 2012 Version; we can then worry about getting you Upgraded after that, as you can easily over-install N.I.S. 2013 right over the top of 2012.

 

Again, if you have any questions about this, please ask them before proceeding.

 

Once again, many thanks, and I look forward to hearing back from you.

 

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Edit:

 

Regarding your Subscriptions issue with your Norton Account: I recently had an issue with Norton Account.  I contacted Norton Support, who were very helpful and friendly, and which got this sorted for me, so I would recommend you contact them regarding this.  However, I would suggest waiting until we get this other issue fixed first.  Do you know how many Days are left on your Subscription before this Error happened? 

 

*Please Save the Norton Removal Tool to your Desktop, as well as the Norton Internet Security Download saved to your Desktop - un-less you have the N.I.S. 2012 Disc.  Then, un-plug you modem, run the Norton Removal Tool, re-start, then click on the N.I.S. 2012 Download/Insert your N.I.S. 2012 Disc in to your computer, and install your N.I.S. 2012 Product again.  Being dis-connected will prevent further Infection when your Norton Product is not on your system.*

 

 

5

The only thing I would add to Floating_Red's instructions is before you start the Norton Removal tool, backup/export your Identity Safe Data if you use that feature.