Norton AV 2011 on my wife's WIN 7 PC (64 bit) suddenly did not work at all, completely frozen. Removed it using the reemove feature of WIN 7. Tried to reinstall it but near the end it said there was an error and could not complete. But list of progams on the computer shows Norton AV but it will not work. This will not remove using the removal feature of WIN 7. Downloaded the Norton Removal Tool, this does not appear to work either. It opens with a page that appears to be cut off at the bottom. It says Welcome to the Norton Removal Tool and a long list of products which it will remove shown in red type. When I click on Norton AV 2003 thru 2012 in the list it does nothing. The page appears to be cut off at the bottom and I can see no other options to click on.
I had to do a system restore, and, on re-boot, got an Internet Security 2011 error code 3043,1, which apparently indicates that the restore "broke NS2011".
I followed the instructions: uninstall then run Norton Removal Tool.
BUT when I double-click on NRT there's a quick flash of something loading, then nothing. When I look in Task Manager the NRT shows present at 10,118 but nothing happens. It just hangs.
In Add/Remove Programs the Live Update remains. When I try and remove it I get a "not removed as essential for other Norton programs" dialogue box.
I've tried removal/reboot, I've tried closing background programs in Task Manager. I downloaded the NRT 3 times in case there was a problem with the downloads. Each time I've gone to the properties and checked "un-block" - nothing works.
So I've got a broken IS2011 - meaning non-functioning security - and no apparent way to solve the problem.
Can you please tell us about your computer? What operating system and what service pack and is it 32 or 64 bit please? What product are you trying to remove and what other Norton products do you have installed? Why did you use System Restore?
If you are using Vista or above, are you running the removal tool as admin?
Please pick the proper Norton product that you want to remove. Also please be aware that it will remove all Norton products, so back up Identity Safe using the program to back that up. Also please have your product key handy.
First, here are the things I didn't say: XP SP3 up-to-date. I was forced into a system restore because XP wouldn't re-boot and offered a previous point "when everything worked" as an alternative. I was instructed by these forums to remove the entire Norton program (I.S. 2011) after the error response I indicated above.
I left NRT running with the laptop beside me while I watched TV and 30 minutes later the initial NRT dialogue box popped up. I have followed the NRT/reinstall process which appears to have worked and IS2011 is now running without error messages.
Bottom line is that it took 30 minutes or so from when I initiated the NRT to when the first dialogue box opened on the screen. Even for an old laptop like mine (Dell XPS M140 2GB RAM 1.86GHz Pentium processor) that's a reeaallly loooong tiiiiimmmmeee! This is especially true since I regularly defrag, clean out temporary files, remove bloatware, etc. (I had done none of these things in 3 weeks, and had had several successful boots since the last time).
Norton AV 2011 on my wife's WIN 7 PC (64 bit) suddenly did not work at all, completely frozen. Removed it using the reemove feature of WIN 7. Tried to reinstall it but near the end it said there was an error and could not complete. But list of progams on the computer shows Norton AV but it will not work. This will not remove using the removal feature of WIN 7. Downloaded the Norton Removal Tool, this does not appear to work either. It opens with a page that appears to be cut off at the bottom. It says Welcome to the Norton Removal Tool and a long list of products which it will remove shown in red type. When I click on Norton AV 2003 thru 2012 in the list it does nothing. The page appears to be cut off at the bottom and I can see no other options to click on.
Is there a better way to use the Removal Tool?
What am I doing wrong?
Frank M.
Frank,
I wouldn't say that you have done anything wrong. The program failure may be at the root of the problem. Since you have already done the control panel uninstall and run the Norton Removal Tool it might be time to start over.
If the program will reinstall things will be easy. If it won't it could be an indication of something more serious.
Assuming that the program reinstalls you can then use the Norton Removal Tool to clean out all the bits and bytes so that a new security program can be installed. If it won't reinstall please report back without doing anything further. It is possible that you have a 'nasty' buried in there someplace.
Are you suggesting that I should try to install NAV even though it is now still on the list of programs and not able to be removed by either the Windows removal method or by the Norton Removal Tool?
The current version was NAV 2011 with still some months remaining. I have ordered NAV 2012 (now very low priced) and will try to install that rather than doing anything more with 2011.
Dick, Are you suggesting that I should try to install NAV even though it is now still on the list of programs and not able to be removed by either the Windows removal method or by the Norton Removal Tool?
The current version was NAV 2011 with still some months remaining. I have ordered NAV 2012 (now very low priced) and will try to install that rather than doing anything more with 2011.
Are you suggesting that I should try to install NAV even though it is now still on the list of programs and not able to be removed by either the Windows removal method or by the Norton Removal Tool?
The current version was NAV 2011 with still some months remaining. I have ordered NAV 2012 (now very low priced) and will try to install that rather than doing anything more with 2011.
Frank M.
You said, you "removed" NAV 2011 via Control Panel, and had problems reinstalling. A few questions, did you reboot after the uninstall? What is the date for the NAV 2011 still appearing in Programs & Features? If it is not Sept 10th (the date of your last attempted install), then it appears it is in fact the "old NAV 2011" that is still showing.
Per Dick's instructions, trying to reinstall NAV 2011 is the next step -crazy as it sounds, sometimes an uninstall will corrupt leaving bits and pieces behind and causes other things to corrupt - such as shwing the program stillinstalled - althugh parts of it are gone. By reinstalling the old program, it can give you the full "uncorrupted" program back on your system and you can start the uninstall process all over again and perhaps be successful in the removal this time. Once the removal is done, reboot and then run the Norton Removal Tool, reboot and then try the reinstall of which ever program you desire (NAV 2011 or NAV 2012).
without cleaning out all the remnents of whatever Norton product is currently installed, you probably will have problms installing another copy of the program.
Problem solved with phone help from Norton. Lady named Reina took on line control of our PC. Remotely She was able to remove NAV 2011 using Norton Removal Tool. She Reinstalled NAV with 153 days remaing, PLUS 30 DAYS ADDED for the trouble. Still in control she ran an udate and then a Quick Scan.
That was a terrific job!!! I could see everything she did while it was happening. Outstanding! I am very happy now with Norton service.
Also thanks for Norton Community comments. The reCAPTHA verification is a real pain in the rear. Unusually difficult.
Problem solved with phone help from Norton. Lady named Reina took on line control of our PC. Remotely She was able to remove NAV 2011 using Norton Removal Tool. She Reinstalled NAV with 153 days remaing, PLUS 30 DAYS ADDED for the trouble. Still in control she ran an udate and then a Quick Scan.
That was a terrific job!!! I could see everything she did while it was happening. Outstanding! I am very happy now with Norton service.
Also thanks for Norton Community comments. The reCAPTHA verification is a real pain in the rear. Unusually difficult.
Frank M.
Frank,
Yes, I was suggesting areinstall of the older program. When things aren't quite right that process often cleans things up so that you can do a full uninstall, reboot and clean install.
Glad all worked well with customer support. They have a reputation for being the best.
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