Norton won't open and cannot access internet in normal mode

Norton Security | Norton Internet Security
1

Hi,

I think I have a virus that's blocking Norton 360 and internet access in normal mode. I am posting this from safe mode.

A week ago while I was on my computer everything on my desktop dissapeared including all icons and start bar and I could only see the background. after having no success in doing anything I turned off and unpluged the computer. when I turned it on again the desktop was fine and I could access everything except for Norton and Internet. System restore won't work in normal mode and in safe mode the problem still exist.

After reading through some of the posts I downloaded Malwarebytes Anti-Malware and it's currently scanning.

 

Please help.

2

Are you able to run full system scan using Norton 360 in Safe mode?

3

Thanks for your reply.

 

No. when I click on Norton in safe mode I get a message saying that "Norton 360 does not run in safe mode, to check your system for possible threats, download and run the Norton Security Scanner by visiting the website."

 

I downloaded and ran the NSS in safe mode and it detected two low threats and ignored them.

 

When I right click on Norton, the "Scan Now" is not clickable.

 

And the Malwarebytes detected nothing.

4

Hi Zein,

 

Let us know the version of Norton 360 you use. Also, include the details of low threats detected by Norton Security Scan (NSS). NSS is a free tool which is capable of detection only, and not removal. 

 

Download the Intelligent Updater for Norton 360 from this LINK and restart your computer to Normal mode. Run the Intelligent Updater tool, and then restart back to Safe mode. In Safe mode, click Start > Run. Then type navw32.exe /L and click OK. This will initiate scan from Norton 360. Let us know how it goes.

 

Yogesh

5

My Norton is Norton 360 Premier Edition.

The low risks detected by NSS are 1 tracking cookie and 2 Adware.topicks. Scan results below.

I also downloaded Intelligent Updater, followed the instruction, but when I try to run navw32.exe /L it says file was not found.

 

Scan Status:

 Scan: 1

 Start Scan: 08/03/09 17:32:36

 Scan Targets: Running Processes;Entry Points;C:\;D:\

 Virus Definitions: 08/03/09

 Scan Count: 375378

 Risks Found: 3

 Risks resolved: 0

 Risks unresolved: 3

 Scan Time: 4088 sec

 Complete Scan: 08/03/09 18:40:45

 

Resolved Threats:

 

Unresolved Threats:

Tracking Cookie

 Virus ID: 4294909925

 Risk: Low

 Categories: Cookie

 State: Unhandled

 -----------

Cookie:

  Cookie:owner@bs.serving-sys.com/

  Cookie:owner@quantserve.com/

  Cookie:owner@revsci.net/

  Cookie:owner@intellitxt.com/

  Cookie:owner@tribalfusion.com/

  Cookie:owner@dmtracker.com/

  Cookie:owner@insightexpressai.com/

  Cookie:owner@ad.yieldmanager.com/

  Cookie:owner@serving-sys.com/

  Cookie:Orphan Cleanup

 

 

Adware.Topicks

 Virus ID: 4294905975

 Risk: Low

 Categories: AdWare

 State: Unhandled

 -----------

File:

  C:\Documents and Settings\All Users\Application Data\McAfee\AntiSpyware\Data\SpyData.dat

 

 

Adware.Topicks

 Virus ID: 4294905975

 Risk: Low

 Categories: AdWare

 State: Unhandled

 -----------

File:

  C:\Documents and Settings\All Users\Application Data\McAfee\AntiSpyware\Data\SpyData.dat

 

 

 

6

I am trying to uninstall and reinstall Norton because the navw32.exe cannot be found.

Using the Norton removal tool, it's asking me to remove Act! program and I'm trying to avoid this!!

Using the Add/remove program, it freezes and it doesn't remove it, although it removed the desktop icon.

 

Please help

Message Edited by zein on 08-04-2009 11:06 AM
7

Uninstalled Norton using the removal tool after uninstalling ACT!.

As soon as Norton was uninstalled I could connect to the internet in normal mode and everything went back to normal!!

Reinstalled Norton Premier Edition and currently doing a full system scan. 

8

If you still have McAfee installed, you are likely to run into conflicts.  Two antivirus engines do not play well together.

9

Yeah, McAfee has It's own McAfee Removal Tool on their website

 

http://service.mcafee.com/FAQDocument.aspx?id=TS100507

 

Quads