Getting an "Access Denied" on some of the links pages in this thread. Don't know why. Did I/we do or say something wrong or did we report something that wasn't supposed to be brought up?
Hello all,
I run Norton Power Eraser once a week or so, but when I go to open it today I get the following messages, in order:
1) "Checking for new version..."
2) "Norton Power Eraser encountered a network issue and is attempting to fix your Internet connection. Please wait, as this might take a few minutes."
3) "Norton Power Eraser has successfully restored the Internet of Symantec Server connection. Host file and Norton Power Eraser proxy settings may have been modified."
However, it doesn't seem to have fixed or restored anything, because when I load NPE again it either goes through the same messages again or gets stuck on the first message indefinitely. When I click Cancel it says:
4) Norton Power Eraser was unable to connect to the Internet to run a scan. Please verify your proxy settings.
For the record, I am not running a proxy. Furthermore, I have changed no settings in Windows 7 nor Norton 360 nor my router since I last ran NPE. Neither Windows 7 nor my router has had their software updated since I last ran NPE, however Norton 360 has updated since I last did. I have tried both restarting my computer and restarting my router.
I note that there are two other threads on this forum, both posted yesterday, with the exact same problem, which seems to imply that either something has changed in NPE that has broken it for us or there is a problem with the server, but I am no expert so I may be wrong about this.
https://community.norton.com/en/forums/power-eraser-and-unwanted-application-scan-problems
https://community.norton.com/en/forums/npe-not-scanning
The version of NPE that I am running, however, is 5.3.0.90, which says it was released on 26/05/20, and I have run it many times successfully since then, which would imply that nothing has changed in NPE.
First, I am wondering if anyone on this forum is able to run NPE? If so, does anyone have any suggestions for what might be causing this? Thank you everyone for your help.
So I will occasionally run a Power Eraser and Unwanted Application Scan just to make sure I have nothing unwanted on my computer. It worked fine yesterday. Today when I ran it I got this message."Norton Power Eraser has successfully restored the Internet connections. Host file and Norton Power Eraser proxy settings may have been modified.". I have changed no setting on my computer or my Norton product, I have attached the message I get. When I click continue I get the same message again. It doesn't matter which Power Eraser I choose I get the same message. Feel free to dumb down your responses. I tried Norton chat but I got passed around and decided to call it a day. Might try them again tomorrow. Thanks in advance.
IMO make your own thread to show there are more than just two folks effected but keep an eye out on any other like thread.
Very well, I have done so and the link is below, although it looks like something is being done about it.
https://community.norton.com/en/forums/norton-power-eraser-35
Hi, We don't need more logs now. We have things isolated. I'll bug you later if we need more data. Thank You, Jeff
Hi,
We don't need more logs now.
We have things isolated.
I'll bug you later if we need more data.
Thank You,
Jeff
symc_Holt:Hi,
We could use the logs to try and figure this one out.
Log location of NPE would be : C:\Users\--username–\AppData\Local\NPE\
Thank you,
Jeff
Thank you. Would that file be the one named "NPETraceSession.etl"?
Can I send it to you via PM?
Hi,
Looks like a server side issue, we are chasing it down.
Jeff
Hi,
Looks like a server side issue, we are chasing it down.
Jeff
IMO make your own thread to show there are more than just two folks effected but keep an eye out on any other like thread.
Hello all,
Just to let you all know that I have suddenly developed the exact same problem too, so that makes three of us all developing the same problem on the same day, which does seem to imply that it's either a NPE update issue or a sever issue. I won't make my own thread for now, unless someone thinks I should, but I will keep an eye on this thread and the other one with this issue.
Hello all,
Just to let you all know that I have suddenly developed the exact same problem too, so that makes three of us all developing the same problem on the same day, which does seem to imply that it's either a NPE update issue or a sever issue. I won't make my own thread for now, unless someone thinks I should, but I will keep an eye on this thread and the other one with this issue.
Hi,
We could use the logs to try and figure this one out.
Log location of NPE would be : C:\Users\--username–\AppData\Local\NPE\
Thank you,
Jeff
Hi,
We could use the logs to try and figure this one out.
Log location of NPE would be : C:\Users\--username–\AppData\Local\NPE\
Thank you,
Jeff
PhilipS1:I hate to say it but it is nice to know I am not the only one having the same issue. I am having the exact same issues as you including clicking on Continue. Mine started yesterday as well. Just a warning chat was no help at all even if you can get the rep to understand the issue. One rep transferred me over to someone who was going to scan my computer for a virus. I had to explain to them that was not the issue it was an issue of accessing NPE. I have changed no settings on my computer or on my Norton product. I don't know if it is a difficult problem to solve or the quality of service has slipped. I have Norton 360 and am not using a VPN. Currently waiting on a call from upper level support.
Well, I too am glad to know it's not just me! Since I had the same problem on three different PCs, I was afraid that some malware might have taken over my router or something.
Agreed that Chat isn't very useful. Now I avoid it and come straight here. 
peterweb:I'm not aware that I'm using a proxy, so I don't know what that could be about.
Any chance you are using Norton 360 and have the VPN feature active? If so, disable the VPN and try again.
No, not on any of the affected machines. But thank you for the suggestion, it was worth asking about.
I hate to say it but it is nice to know I am not the only one having the same issue. I am having the exact same issues as you including clicking on Continue. Mine started yesterday as well. Just a warning chat was no help at all even if you can get the rep to understand the issue. One rep transferred me over to someone who was going to scan my computer for a virus. I had to explain to them that was not the issue it was an issue of accessing NPE. I have changed no settings on my computer or on my Norton product. I don't know if it is a difficult problem to solve or the quality of service has slipped. I have Norton 360 and am not using a VPN. Currently waiting on a call from upper level support.
OK so I have chatted with several reps and no one can seem to help. Although I will say there didn't seem to be much effort on their part to help. They pretty much gave up after having me try one thing. I was either transferred to the wrong department or they just didn't know what to do.I am now waiting on a call from upper level support which I kinda have the feeling will not help, turn into a mess or I will try to be upsold on something, Does anyone think an uninstall and reinstall would help? If so where would I go to do that ? Thanks
I'm not aware that I'm using a proxy, so I don't know what that could be about.
Any chance you are using Norton 360 and have the VPN feature active? If so, disable the VPN and try again.
Thanks @bjm_.
I tried running NPE on four different computers, and strangely it failed to work with the same error message on three of them while coming to a successful conclusion on the fourth one.
Some more information: if I click on Continue (see the screenshot above), NPE will run through the same rigamarole and end with the same message about successfully restoring the connection. But if I select Cancel instead, NPE will go back to its home screen and display a message in red across the top that reads, "Norton Power Eraser was unable to connect to the Internet to run a scan. Please verify your proxy settings."
I'm not aware that I'm using a proxy, so I don't know what that could be about.