I reported a fault with a Norton product that damaged my machine on January 7th. 10 weeks later and numerous calls I have been told Norton has attempted to call me 4 times from 3rd level support. However they have not and I ring after a week or so and ask again. Does anyone understand this behaviour and how do I address it?
It was Norton driver updater. It advised me to do a motherboard chip set update.
Ahh…and the update damaged your machine. Were you able to revert to previous version?
For instructions to update your drivers to the latest version, see Update your hardware drivers to the latest version with Norton Driver Updater.
For instructions to revert a driver to its previous version, see Restore your hardware driver to previous version.
You can only restore the driver versions that were previously updated by Norton Driver Updater. You cannot revert to a version that was updated by your operating system or by other third-party software.
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Norton Community urges caution regarding “driver updater” and urges ignore Norton marketing.
Norton Community hears user complaints regarding Norton Driver Updater & Norton Utilities Ultimate upsell “driver updater”.
complaints regarding “driver updater” here
Norton Driver Updater: Frequently asked questions here
FAQ: Norton Driver Updater here
Norton Cancellation and Refund Policy here
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No I have been unable to fix it. The machine will not go beyond power light turning on. I see power is applied to led screen. And nothing. I think the initial power on and check bios or the cpu itself have been corrupted.
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and Norton support is not responding.
We’ll try to call attention…again.
Thank you for your help. After 3 comments that support had returned my call and I did not answer, I gave 2 phone numbers to call. I then received a call on my original call from 2nd level with some advice. I can only imagine an escalation from community helped! Sadly the advice was a website reference doc that did not work and a comment that I should contact my vendor. The vendor advises they do not know what Norton did and suggest the motherboard is replaced at approximate cost of a new machine, or Norton provide the logic of their update. Once more any help appreciated as I continue to work with Norton who have been a great partner for 20 years.
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Can you share machine vendor/model number.
Is this a desktop/laptop?
I imagine you’ve googled e.g., The machine will not go beyond power light turning on.
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AI Overview
If your machine only shows the power light and won’t boot further, try a few basic troubleshooting steps: check the power cable connection, ensure the power supply is working, and try a hard reset by unplugging the power cord and holding the power button for a while.
Here’s a more detailed breakdown of troubleshooting steps:
- Power Supply Issues:
- Check the Power Cable:
Ensure the power cable is securely plugged into both the computer/device and the wall outlet.
- Test the Outlet:
Try plugging another device into the same outlet to confirm it’s working.
- Bypass Power Strips/Surge Protectors:
If using a power strip or surge protector, try plugging the machine directly into the wall to see if that resolves the issue.
- Test the Power Supply Unit (PSU):
Some PSUs have a test button or LED that can indicate if the PSU is functioning correctly.
- Reseat the Power Cable:
Unplug the power cable from both the computer and the power supply, then reinsert it to ensure a good connection.
- Hard Reset:
- Unplug the Power Cord: Completely shut down the computer and unplug the power cord.
- Hold the Power Button: Press and hold the power button for 30-60 seconds.
- Reconnect and Power On: Reconnect the power cord and try turning on the machine again.
- Internal Component Issues:
- Check for Loose Cables:
Open the computer case (if applicable) and check for any loose or disconnected cables, especially those connected to the motherboard.
- Test Components:
If possible, try removing and re-seating RAM sticks, or disconnecting non-essential peripherals like external hard drives or USB devices.
- Check for Beep Codes:
Listen for any beeps or unusual sounds during startup, as these can indicate specific hardware problems.
- Check for POST (Power-On Self Test):
If the machine has a POST screen, check to see if it displays any error messages.
- Check for motherboard built-in self-test (M-BIST):
Some Dell laptops have a M-BIST test that can evaluate the health of the motherboard.
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Were my machine and it was a desktop tower and I was DIY inclined. I’d post as you’ve described here with machine specifics. I’d explain machine was working okay before running Norton Driver Updater. You may get some Norton bashers…but, you may also get some comments that will help you determine whether there’s hope or not…how to proceed.
Do you have a recovery drive?
Will machine boot to safe mode?
My inclination is to post here.
More ears…more help.
Note: if my machine were a laptop. I’m not DIY inclined to open up a lappy.
I’m hoping since a tool borked it…there’s a tool/process to un-bork it.
Hopefully, with more ears…you’ll feel whether a local reputable repair shop is worth the expense.
I’m hoping there’s a tool/process to un-bork it.
$0.02…if I were Norton. I’d want to know what happened. I’d want to sort your machine.
@MrC_Cunningham Could you please give us the maker and full model of the computer with the issue? I’d like to give you some solid things to try getting this device to boot and do it with knowing what hardware is installed. Newer computers have a different way to clear the BIOS than older ones so I wouldn’t want to have you try something that won’t exist. Thanks in advance.
Initially, if the computer is NOT still under warranty you can open its case and locate the CMOS battery with the power completely removed from the computer. Remove the battery and allow the battery to remain out for about 5 minutes. Then reinstall the battery.
When you power on the computer again watch your screen for the notice of the key to press to enter the BIOS settings if you can get BIOS video. Enter the BIOS settings and reset it to defaults if possible. Restart and see if you get any results.
Awaiting your response with your device model and maker info.
SA
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Your comment makes me realise what has really annoyed me. I was global 3rd level tech support with unisys and later global head of operations and technology strategy with a couple of MNCs and I know this is the kind of event for a product I would want nailed and documented. And publicised with resolution.
I am not a Norton brasher, 20 years of high satisfaction, I even was involved with multiple Norton selection into corporations. Complex software tech issues are normal. Poor service response raises. Temperature and after 3 months has me thinking of advising state governments with Norton add campaigns that there own image can be tainted by similar events.
It’s a HP omen prod Id 2JQ26PA#ABG, model 17-an045TX
Thank you, understand now this is a laptop. BIOS battery removal entails a partial teardown so we will forgo that scenario. Lets try the following below:
Press the power button and quickly use the ESC key first to launch the Startup Menu, then use F10 to launch BIOS setup. If you can enter the BIOS setup, reset your BIOS to defaults, save settings and restart Lets see if that gets any changes to your status. If not follow the next steps below:
Remove the external power and any accessories you have attached ( if any ). Press and hold the power button for 30 seconds. Reconnect the AC adapter and try booting the laptop. Press the F 11 key repeatedly as you power on, you should get a recovery screen. Follow the guide in this article, step # 2 and perform a reset of your laptop. Please let us know what your results are so we may follow up.
https://support.hp.com/au-en/document/ish_3974055-3873564-16
SA
The next step, if the above fails will be downloading and creating a bootable image onto a USB flash drive. Follow the step in this article to do that: *Make sure you choose your correct OS version
Once you have your bootable USB drive completed insert it into an open USB slot.Press the power button to boot with the USB drive inserted, and quickly, use the ESC key first to launch the Startup Menu. The USB drive should appear, select it and boot from it. It should load as if you are installing a clean install of your OS. Watch for prompts to repair your device and follow them.
SA
And for the record, across the forums our recommendation is, DO NOT use Driver Updater nor Software Updater, because of, the very situation you are dealing with happening. Use Windows Updates primarily for your software and drivers. Other software vendor sites are recommended to use, they created their hardware and will have the current drivers for that hardware. Hoping we get this resolved for you and quickly.
SA
I have read your comments and read references and read hp articles.
I have been careful and noted what happens.
- Normal boot - (after power reset) , power button lights, 5 secs, fan becomes audible, 5 secs, thin blue line at top of dark screen. That’s all.
- ESC boot - turn power on, press escape every 1 sec, 10 secs, fan or drive starts, 5 secs, a thin line of dashes appears dark screen.
- F2 start - turn power on , press F2 , 4 secs, a thin line at top of screen, blue then white across rest of screen. My guess a very compressed form of utility screen which by memory has blue down 1 side and white across rest of screen.
- I created a windows boot drive and tested it on another machine.
Some thoughts. - Thin blue line suggests screen driver has an issue. Say compressed screen about 3 pixels?
- The changing thin line suggests the esc and f2 boots provide different screen, but I cannot see them to use them.
- The compressed normal blue line suggests maybe a blue screen error, but certainly the boot does not continue normally or a second screen I plugged in via hdmi would show something. So boot stops somewhere.
My analysis - the last thing seen before machine failed was Norton rebooting machine to do chipset update. Perhaps the screen driver is corrupted. Before F2 or escape boot modes can be used, the screen driver needs to be fixed to see options? I cannot enable usb boot path if utility screen cannot be seen.
Q, is there a way to recover original drivers from power on, I did not see something in literature.
Driver updater most assuredly wiped all your chipset device drivers. Even still its odd that BIOS video doesn’t even work. The system should default back to that even if your GPU should fail for the sake of troubleshooting. I have the notion that DU also incorporated a system firmware, aka BIOS install. Is it possible for you to present a screenshot from your mobile device here so we can see what you are seeing?
Another HP forums suggest this: New HP Omen 17t has no video during post and once booted - HP Support Community - 7342369
While powered on. Press the Windows key and then followed by the key “B” this time and then the power button for around 3-4 seconds, then release the power button and continue to hold windows+B for 3-4 seconds more.
Another suggestion is here that may be of help. These forums people don’t see clearly to wrap their suggestions around “video not present = no can see what is being presented”. Amazing.
SA
Do you see a sequence of caps lock flashing or another light flashing, OR BEEPS while the boot process takes place? Is so please tell us what the sequences is.
The last resort is return to HP for what we both know will be an extremely costly repair. I am escalating this entire thread to an Admin hoping they will pass to someone internal at Norton for action. Thanks for allowing me to attempt to help you and assisting me in that process.
Edited: The thread has been flagged for Norton to review, as well as an Admin notified via private message here on the forums. Look for something in your messages area here for possible action from Norton.
Regards,
SA
I have moved from very irritated to interested - great customer service. This effort may form the basis of a bottom up recovery in a knowledge base.
Your advise and references have provided important information to understand this issue..
I had come to the same conclusion yesterday when I sent my note - this may require a hard Bios recovery boot which is what happens with Windows + B. I wanted your untriggered opinion first. As part of Boot/bios/power_on_confidence process hardware error codes are given - I am getting no error codes, i.e. no flashing caps lights or beeps. This suggests the bios is not detecting hardware errors, and may in fact complete. I believe it is after or during bios boot that F2 boot works, which it appears to if i could see it. I also believe the HDMI driver or wireless connections are loaded as part of windows boot (after bios - I tested via another computer) which is why I cannot get a second screen working. I am currently seeking a USB connectable screen, as usb must be loaded as part of bios to enable a boot path. I expect I will find a windows boot error as the stop point after I get the screen, as otherwise even with a corrupted screen it would boot to windows and using the F4 key would allow a HDMI screen to work.
Let me know if any of this is rubbish in your view. For a few hours I will try and source a very basic second screen and attempt a F2 or esc or F10 boot that I can see. I see that as slightly less hazardous than the BIOS recovery immediately.
You are on the correct track and we are staying in concert with steps and following up with results. I had the notion that, using a USB-C connection for a secondary monitor may give some different results. The suggestion on your part as well as I believe was mentioned in one of the linked articles may work. That being said, BIOS video should provide basic video 800x640 even when the video GPU isn’t loading with Windows. Corrupted BIOS data will cause that not to be the case, we may see what you are seeing as a direct result of that. If Windows is loading as you believe may be the case and hidden behind corrupted video drivers, the best cases scenario would be getting into the BIOS settings and default video to the default settings, reboot to see if that changes things. The other RISKY issue is performing the BIOS recovery. My personal view would be, from years of experience, perform the BIOS recovery, IF, you are confident there isn’t anything on the boot drive you cannot afford losing an can recover from.
SA
Hello @MrC_Cunningham