Norton Premiere 360 won't launch after clean install of 6.1.2.10 upgrade

Norton Security | Norton Internet Security
1

Hello all --

 

I am running Windows 7 on a Dell 64-bit machine. My Norton 4.0 subscription was expiring so I upgraded to Norton 360 Premium 6.1.2.10 in addition to buying another year of virus protection. Unfortunately, I now cannot get any of the Norton apps to open: LiveUpdate, Norton 360, etc. After I try launching them, the cursor spins for a few seconds, then goes back to an arrow pointer.

 

In addition, after rebooting and sitting idle for about 10 minutes, a dialog box pops up saying "Your product is inactive. For more informatin, open this Norton product". Unfortunately, per above, I can't seem to do that.

 

Here is what I've tried:

 

  1. I have followed the instructions / guidance from the Norton support site to do a full uninstall of all products (using their uninstaller) and re-downloading and re-installing from scratch. I've done this twice now, to identical results
     
  2. I have tried double-clicking on C:\Program Files (x86)\Norton 360 Premier Edition\Engine64\6.1.2.10. The cursor spins for a few seconds, then goes back to an arrow pointer.
     
  3. If I choose Program Files > Norton 360 Premiere Edition > Get Support, a "Norton Autofix" window pops up saying "We have encountered an internal error". If I select the "Copy to Clipboard" error it copies the following to the clipboard:

-----------------------------------------------------

Norton 360 Premier Edition
6.1.2.10
Error: 0, 0
Windows 7 Ultimate
7601.17790.amd64fre.win7sp1_gdr.120305-1505
Norton Autofix Results: 0 item(s)

-----------------------------------------------------

 

Any suggestions? Here are a few things I've noticed but am unsure how to debug further:

 

  • I have had install troubles in the past due to permissions problems. Is it possible to try to launch Norton apps from the command line (administrator) in some sort of "verbose" error mode to see if they are having difficulty launching due to permissions issues?
     
  • Does Engine64 directory name (above) refer to 64-bit? If so, is it expected that this was installed in the "Program Files (x86)" directory? There is no Norton directory in my 64-bit "Program Files" directory, so maybe this is a 32- vs 64-bit issue.

Thanks in advance for your help -- I'm really stuck on this one!

 

Ramon

2

Hi Harry --

 

Thanks for replying.  All Windows 7 updates are installed; I double checked and Windows Update told me there were no additional ones. I tried running the Norton Remove & Reinstall tool per your suggestion. When I ran it I got an error saying it could not download the installer layout:

 

nrnt install error 4-19-2012 12-19-21 PM.png

 

I followed the link and downloaded the separate tool to fully uninstall 360. I then rebooted (per the instructions) and it prompted me to log in to my Norton account to download and run a fresh copy of N360Downloader-v6.0exe, which I did.

 

As before, it appears that N360 installs successfully:

 

n360 claims success 4-19-2012 12-31-41 PM.png

 

However after this is done, I cannot open any of the Norton apps. For example, if I go to Start / All Programs / Norton 360 Premier Edition / Norton 360 Premier Edition, the cursor spins for a second and the switches back to an arrow pointer.

 

Same thing if I try Start / All Programs / Norton 360 Premier Edition / Live Update.

 

The following DOES launch correctly (takes me to the Norton Resuce Tools site): Start / All Programs / Norton 360 Premier Edition / Norton Recovery Tools

 

If I try Start / All Programs / Norton 360 Premier Edition / Get Support, I see the error dialog below:


n360 autofix error 4-19-2012 12-59-55 PM.png

 

If I copy the error to the clipboard it contains:

 

Norton 360 Premier Edition

6.1.2.10
Error: 0, 0
Windows 7 Ultimate
7601.17790.amd64fre.win7sp1gdr.120305-1505
Norton Autofix Results: 0 item(s)

 

Any suggestions on next steps?

 

Thanks in advance for your help!

 

Ramon

3

Hi felciano,

 

Do you have any other security programs installed on this computer?

4

No other virus tools if that's what you mean.

 

I do have a copy of Windows Defender installed, but it is turned off.

 

This morning I downloaded Malwarebytes' Anti-Malware to do a scan to see if anything came up, but it showed clean results. Other than that, no security programs installed.

 

Ramon

5

Since you are unable to run the Norton Remove & Reinstall tool, please try the Norton Removal Tool:

http://www.symantec.com/nrt

 

Restart the computer, run the tool 2-3 times. Then download and install it from your Norton Account:

https://www.mynortonaccount.com

 

Let us know the results.

 

Thanks,

HarryP

6

Hello all --

 

I am running Windows 7 on a Dell 64-bit machine. My Norton 4.0 subscription was expiring so I upgraded to Norton 360 Premium 6.1.2.10 in addition to buying another year of virus protection. Unfortunately, I now cannot get any of the Norton apps to open: LiveUpdate, Norton 360, etc. After I try launching them, the cursor spins for a few seconds, then goes back to an arrow pointer.

 

In addition, after rebooting and sitting idle for about 10 minutes, a dialog box pops up saying "Your product is inactive. For more informatin, open this Norton product". Unfortunately, per above, I can't seem to do that.

 

Here is what I've tried:

 

  1. I have followed the instructions / guidance from the Norton support site to do a full uninstall of all products (using their uninstaller) and re-downloading and re-installing from scratch. I've done this twice now, to identical results
     
  2. I have tried double-clicking on C:\Program Files (x86)\Norton 360 Premier Edition\Engine64\6.1.2.10. The cursor spins for a few seconds, then goes back to an arrow pointer.
     
  3. If I choose Program Files > Norton 360 Premiere Edition > Get Support, a "Norton Autofix" window pops up saying "We have encountered an internal error". If I select the "Copy to Clipboard" error it copies the following to the clipboard:

-----------------------------------------------------

Norton 360 Premier Edition
6.1.2.10
Error: 0, 0
Windows 7 Ultimate
7601.17790.amd64fre.win7sp1_gdr.120305-1505
Norton Autofix Results: 0 item(s)

-----------------------------------------------------

 

Any suggestions? Here are a few things I've noticed but am unsure how to debug further:

 

  • I have had install troubles in the past due to permissions problems. Is it possible to try to launch Norton apps from the command line (administrator) in some sort of "verbose" error mode to see if they are having difficulty launching due to permissions issues?
     
  • Does Engine64 directory name (above) refer to 64-bit? If so, is it expected that this was installed in the "Program Files (x86)" directory? There is no Norton directory in my 64-bit "Program Files" directory, so maybe this is a 32- vs 64-bit issue.

Thanks in advance for your help -- I'm really stuck on this one!

 

Ramon